cannot reset 501 to factory defaults

[Anonymous]

I have 320, 501 & 550 phones.  All phones except the 501's work well with the factory reset that allows the boot 66 option to then update the boot and firmware.  The 501 does not show the Advanced option that allows a factory reset/file format that will then let the software update properly.  Nothing i can find in the manual or online addresses this issue.

The boot rev level is 2.5.0.0006.  The phone does pick up the ip reservation but will not locate the boot server.

Any ideas on how to really reset the phone to factory defaults?

[SteffenBaierUK]

Hello jimsmith,

welcome to the Polycom community.

I can only suggest to utilize Wireshark what the Phone actually requests and what the server sends.

The Phone can be reset via the finger combination to reset the network settings and in addition I am quite sure to be able to format the file system.

Best Regards

Steffen Baier

[Anonymous]

I have given it the mult-fingered salute.  I think chasing bits with Wireshark is not the correct path.  What bugs me is that under the Settings option when scrolling through the menus, it NEVER gives me an option for "Advanced" as it clearly tells you it should in the manuals and FAQ's.  Second, the key combinations NEVER give me an option, only says "resetting Flash settings".  I never get an option to do a real factory default setting or file formatting unlike my 550 phones (and what the manuals and all the blogs & FAQ's say).  If I ever get that option, I am positive the phone will respond correctly.  I have spent as much time on this one 501 phone as I have all the other 25 phones 320 & 550 that I have on the system combined.

[SteffenBaierUK]

Hello,

they are quite old and are running a old BootROM / SIP Software most likely so things have evolved over the years.

Wireshark will show you exactly what the phone requests and what the DHCP Server responds with.

Best regards

Steffen Baier

[Anonymous]

As a Polycom fan.  I usually buy these phones from an outlet or some other source, but I was looking for some deals and came across some on Ebay that were a killer deal.

I'm having the same problem as described above, I cannot get these phones to reset. This batch happens to come from a provider and weren't cleared out.

I have tried all the regular options

Multi key reset on boot up, this clears the config, Press menu on startup, default password works, I enter my config, phone reboots, cannot access boot server (wireshark shows it never even tries) phone boots up and still has config from previous use.

As mentioned above, so many docs/FAQs mention  a reset at Menu>Settings>Advanced>Admin however this menu does not exist on these phones, what's more, the password for the Advanced menu is 123, not the normal default. The only options in the menu are Change USer Password and Reboot Phone.

From here, if I reboot the phone again, try to access the setup menu, default password no longer works as it did when I entered my configuration. SO I have to reset config again to even get into the menu to check settings. I also noticed that once the phone does boot, the Menu>Status>Network>TCP area, the SNTP address is still from the previous provider, which tells me that somewhere in this phone it's still trying to use that config, even after the reset attempts, since the passwords reset to whatever they were before on reboot.

So, to echo the other posts, what is the actual factory reset method for this thing?

[SteffenBaierUK]

Hello serendipitytech,

welcome to the Polycom Community.

If the Password 123 works and the 456 does not work these phones have had their Admin Password changed.

Polycom does not explain or publish how to reset this and you would need to contact the original seller.

Any replies covering this subject will either be removed and/or the post will be locked.

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

Best Regards

Steffen Baier

Polycom Global Services