VVX411 changing default password

[Dodger]

Hi there - we got a batch of VVX411's directly (instead of pre-provisioned) and so there is a flashing warning so that you change the default password. I've done this multiple times but when the phone restarts the error returns and password is back to factory.

Is there an extra step required to save the new password to the startup config and not have it lost after a restart?

[SteffenBaierUK]

Hello @Dodger ,

Welcome back to the Poly Community.

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:

• Provide the exact Software Version of your Phone
• Provide the Phone Model
• Provide the Call Platform (aka openSIP,Teams, Skype for Business Online, Skype for Business on Premise, Lync, Zoom, BlueJeans and/or Hybrid Registration)
• Provide details if UC / SIP or ObiEdition
• Additional Poly Infrastructure (RPRM,PDMS or BToE)
• If applicable provide a backup of the phone in question

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.

Please ensure you always check the FAQ's and/or utilize the community search before posting any new topics or follow up posts.

We do not know how these phones are provisioned or how they pick up any configuration so we would need some more details to advise you.

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

Best Regards

Steffen Baier

[Dodger]

I will try to dig this up if more is required - was hoping to get pointed to an instruction in manual perhaps?

Going off the display of the unit:

Platform/Phone:
Model VVX411

BootBlock: 3.0.5.0036 (48450-001)

BootL1: 1.0.0.0013 (48450-001)

Updater: 5.8.0.24992

Application/Main:

Label: SIP

Version: 5.6.0.20009

P/N: 3150-11530-560

Application/Components:

Version: 8.4.7.10071

[SteffenBaierUK]

Hello @Dodger ,

The Admin Guide is freely available via >here<

We still do not know how you provision the configuration of the phone so I can only point you to:

Oct 7, 2011 Question: What is the Standard Username and Password for a Polycom Phone?

Resolution: Please check => here <=

Mar 08, 2013 Question: Where can I download configuration files from or create these myself?

Resolution: Please check => here <=

If you would have provided your phones MAC we could have looked up who your Tier 1 support would be.

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

Best Regards

Steffen Baier

[Dodger]

Sorry I did not specifiy:

Unbox phone

Power up phone

Change password via the phone itself, choose Save; error gone

Reboot phone

Password has reset to default and now flashing the error again

MAC

6416

7F9D

2545

[SteffenBaierUK]

Hello @Dodger ,

SYNNEX-Westcon Canada sold this VVX411 back in 11/06/2019

They are 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

[Dodger]

I'm afraid I do not understand how the vendor impacts actual menus on the phone.

I just need to know how to have the phone retain the changed password across reboots - is this not a factory capability by Polycom? 

I follow the menus and it seems to work but then gets lost on a restart. My only basis for comparison is a switch where running config can be lost if you do not save it to the startup config before rebooting the device. Is there an equivalent on a Polycom VVX 411?

[SteffenBaierUK]

Hello @Dodger ,

The device can retain any setting but we would need to understand what setup you have. I explained what we need for this in my original reply and you have so far not yet provided this.

You clearly need support. In my role as a Poly employee, I am unable to provide this for free via the Poly community.

Other members can try and help you but the most satisfactory result would be for you to open a support ticket.

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

Best Regards

Steffen Baier

[Dodger]

Then consider me the dumb client as I'm not understanding.

These are 'from the factory' VVX 411s. There is no pre-configuration.

If you could point me to the generic VVX411 instructions for resetting the default password I will read that and do the work. If there is another thread answering this question I would happily read that but I could not find one specifically about factory-setting phones having passwords reset via the handset buttons.

Though just to be sure I understand: is the only way to get help from Polycom, on a factory-configured handset, for basic setup (i.e. the device cannot be put into production without a guide on how to reset the password), to pay an additional fee for support?

[Dodger · Accepted solution]

Just in case this helps someone else:

After a couple of support layers from our VoIP provider the term that bubbled-up: the phone needs to be "locked" by the provider so that their back-end config takes over from the handset itself. Even though I had manually added this device through our admin portal, which let me make calls, until the provider triggers a lock on their end the phone keeps resetting back to factory on each reboot.