VVX501 Can ping but cannot load web interface

[AW]

We have a few Polycom 501 phones.  We're trying to access the web GUI/interface but can't. 

I can ping the address of the phone (which was retrieved from the phone via Settings > Status > Platform > Phone as per the user guide: https://support.polycom.com/content/dam/polycom-support/products/voice/business-media-phones/downloa...).  We went to option 12 > Web server > and it's enabled.  We get the standard [ip] refused to connect (chrome).  My boss did a factory reset by following https://knowledgebase-iframe.polycom.com/kb/viewContent.do;jsessionid=A3B7CD82AAC5EDEE27EE0AB1462ED0... but it prompted for an admin password and 123 & 456 both failed.

I've browsed the community forums a bit and found: https://community.polycom.com/t5/VoIP-SIP-Phones/I-can-ping-vvx550-ip-address-but-I-cannot-log-into-... but that didn't help us. 

Anyone in the wings who's had a similar issue who wouldn't mind sharing how they solved it?

[AW]

I was finally able to access the web UI after we put the server name in the phone.  Some instructions say we can do this through the web UI.  It turns out that it wouldn't load because our previous provider (BroadConnect) had somehow disabled it (at least it wouldn't work with their server name). 

The remaining problem is that when I upgrade/downgrade firmware versions and the phone reboots it reverts to BroadConnect's server name, which makes the web UI inaccessible again.  This happens even though we have factory reset the phone!!  Their settings must be embedded deeply!

[SteffenBaierUK]

Hello @AW ,

Welcome to the Poly Community.

What is the specific use case for wanting to access the web interface on your yet unknown software version?

• Are these phones maintained by your service provider?
  If yes then they can set certain settings to disable for example the Web Interface. If you are no longer with them then I suggest you contact them to release the phones MAC address from our ZTP server or you will never be able to override these settings.

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

Best Regards

Steffen Baier

[AW]

Thanks.  I called BroadConnect and they removed the MAC address from their ZTP.  The web UI was immediately accessible.

We went through the setup steps for DialPad and someone in the office confirmed it's working now.  But dialpad has somehow disabled the web UI now as I can't log in.  [Sigh] Can't win with these companies....

Note: We didn't downgrade the firmware to 5.8.2.4732 but instead left it alone (on 5.9.3).