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VVX 350 Phones wont provision on zoom

Occasional Visitor

VVX 350 Phones wont provision on zoom

So I feel fairly tech savy and have configured over 10+ phones with zero problems All Polycom... We opened new clinic and I ordered 3 new phone from amazon. I updated firmware and when I factory reset phone to provision ( all the new phones sort of Brick to a Generic User ID on the screen...I do a complete FACTORY reset which includes having to use the MAC address as password... And tried again and again and it provisions to a Generic user ID with a number after.. The phone I am looking at now says Generic User 8003???? I read online articles and some said if phone is to old they wont provision... The boxes say Manufactured 1/6/20 So dont think they are refurbished etc... Any ideas on what I am doing wrong??

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Polycom Employee & Community Manager

Re: VVX 350 Phones wont provision on zoom

Hello @scottyilk ,


Welcome to the Poly Community.

A good starting point to share with all of us would be the currently used software of the devices.


That way yourself and us could check the release notes for similar mentioned issues.


Also sharing the MAC address would allow us to look into the history of the device. As you purchased these from an Internet reseller it will be harder for you to get any support. If you share the MAC we can lookup who originally sold this unit and they are then your Tier 1 support.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.


Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
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