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VVX 401 Phones - Admin Password changed, but keeps resetting to default

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Occasional Visitor

VVX 401 Phones - Admin Password changed, but keeps resetting to default

We have over 30 Polycom VVX 401 phones.  We have reset the admin password on each of them, but they keep getting reset back to the default password (456). It doesn't matter if the password change was through the phone (Home > Settings > 2 Advanced (Login) > 1 Administration Settings > 6 Change Admin Password), or through the web portal via the phone's IP address.  With a day or two, the flashing red triangle is back and the admin password is back to 456.  Please help!

Phone Model: VVX 401
Part Number: 3111-48400-001 Rev:A

UC Software Version 5.9.3.2857

Updater Version: 5.9.7.26508

 

If you need any more information, please let me know.  Thanks in advance!

Sincerely,

Vince

 

Message 1 of 5
1 ACCEPTED SOLUTION

Accepted Solutions
Occasional Visitor

Re: VVX 401 Phones - Admin Password changed, but keeps resetting to default

Yep!  It was a Zoom platform issue.

 

For anyone curious (and using Zoom), in the Zoom portal, go to ADMIN > Phone System Management > Company Info.  On the Company Info screen, select the  Account Settings tab. Click on Desk Phone.  Under Common Settings there is a option for setting the Admin Password.  Default is "Factory Setting", which was my problem.  Click "Set".  Enter a 6 to 12 digit number and click "Save".  The phones will likely need to be reset afterwards, but that appears to fix it.

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Message 5 of 5
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Polycom Employee & Community Manager

Re: VVX 401 Phones - Admin Password changed, but keeps resetting to default

Hello @VinceBD ,

 

Welcome to the Poly Community. Usually, we ask for this:

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow up post should contain.

This ensures the questions having to be asked are limited and any new or follow up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

As a reminder the basic information asked for:

UC Software 4.0.0 or later via the Web Interface Utilities > Phone Backup & Restore > Phone Backup > Phone Backup. Please rename into .TXT or Zip the file to attach.
Since UC Software 5.9.0 simply provide this via the Web Interface Diagnostics > Download Support Information Package

  • If possible provide a Log and either attach them or use the Code Tag.Consult the Troubleshooting Section found within the FAQ if applicable
  • If possible provide the MAC Address or Serial of the device
  • Provide details for example if the issue is a day 1 issue or only happened after an upgrade or any other relevant details
  • For questions around Support please check here

Whilst providing some of these details may not directly impact any possible answer the community can provide, it does enable Poly to have an overview of the current software used. In addition, providing all details at the same time allow us to check logs or look up potential support partners if an issue needs to come into support. It also enables us to verify the entitlement for using features.


Good information, for example, would be what Provisioning model you use with this as it may be as simple as the server overwriting the information you changed.


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

Best Regards

Steffen Baier

----------------

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
Message 2 of 5
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Occasional Visitor

Re: VVX 401 Phones - Admin Password changed, but keeps resetting to default

Steffan,

Here is the information requested with responses in bold.

  • UC Software Version: 5.9.3.2857
  • Phone Model: VVX 401
  • Call Platform: Zoom
  • UC/SIP or ObiEdition: not sure
  • Additional Poly Infrastructure: no idea
  • Backup: attached
  • Log: attached
  • MAC Address: 64:16:7F:3C:82:87
  • This is a Day 1 issue.

If you need any other info, please let me know.

 

It seems like the password definitely get reset to the default 456 if the phone reboots.  Not a "Reset to Factory" reboot, just any normal reboot.  If not sure if it resets on its own otherwise, but more often than not, I'll be away from the desk and when I come back the red triangle has reappeared and the phone is back to default password.  Our power is very stable and I haven't noticed any power fluctuation that would cause the phone to reboot on its own, but I can definitely recreate the issue by rebooting or power cycling the phone.

 

Sincerely,

Vince

 

Highlighted
Polycom Employee & Community Manager

Re: VVX 401 Phones - Admin Password changed, but keeps resetting to default

Hello @VinceBD 

 

you need to work with Zoom as their Platform is doing this most likely.

 

Best regards

 

Steffen Baier

----------------

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
Message 4 of 5
Occasional Visitor

Re: VVX 401 Phones - Admin Password changed, but keeps resetting to default

Yep!  It was a Zoom platform issue.

 

For anyone curious (and using Zoom), in the Zoom portal, go to ADMIN > Phone System Management > Company Info.  On the Company Info screen, select the  Account Settings tab. Click on Desk Phone.  Under Common Settings there is a option for setting the Admin Password.  Default is "Factory Setting", which was my problem.  Click "Set".  Enter a 6 to 12 digit number and click "Save".  The phones will likely need to be reset afterwards, but that appears to fix it.

View solution in original post

Message 5 of 5