How to Factory Reset a Polycom Phone: Complete Step-by-Step Guide

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Whether you’re troubleshooting a stubborn configuration issue or handing a device off to a new user, knowing how to factory reset a Polycom phone is essential. This guide covers all major Polycom models—including VVX, SoundPoint IP, and Conference Phones.

Whether you’re troubleshooting a stubborn configuration issue or handing a device off to a new user, knowing how to factory reset a Polycom phone is essential. This guide covers all major Polycom models—including VVX, SoundPoint IP, and Conference Phones—and walks you through:

  • When and why to reset

  • Pre-reset checklist

  • Soft reset via phone menu

  • Hard reset (boot-time key combos)

  • Web GUI reset

  • Model-specific instructions

  • Tips, troubleshooting, and best practices

Why Perform a Factory Reset on a Polycom Phone?

A factory reset restores your Polycom phone to its original settings:

  • Clears corrupted configs that cause erratic behavior

  • Removes saved credentials before device transfer

  • Resolves missed firmware updates or provisioning errors

  • Ensures a clean slate for re-provisioning

Note: A reset deletes custom settings and contacts. Always back up any critical configurations first!

Pre-Reset Checklist

  1. Record the SIP credentials and server settings you’ll need to re-provision.

  2. Gather the administrator password (default is 456) or the device’s MAC address (for “hard” resets).

  3. Ensure local network access for Web GUI resets (phone IP & admin login).

  4. Schedule downtime—calls will drop during reset!

Method 1: Soft Reset via Phone Menu

Many Polycom phones support a menu-driven reset without reboot:

  1. Press the Home/Menu button.

  2. Navigate to Settings → Advanced.

  3. Enter the admin password (456 by default).

  4. Go to Admin Settings → Restore to Defaults → Reset to Factory.

  5. Confirm Yes when prompted.

This method works on VVX and newer SoundPoint models.

Method 2: Hard Reset with Boot-Time Key Combos

When the menu is inaccessible or the admin password is unknown, use a boot-time reset:

  1. Power off the phone.

  2. Power it back on. When the “Loading Application” screen appears, tap Cancel (VVX only).

  3. Watch for the “Welcome” message—then press and hold the correct key combination:

    • VVX & Conference Phones (300/301/310/311/400/410/500/600 series):

      Hold 1 + 3 + 5

    • SoundPoint IP 320/321/330/331/450/560:

      Hold 1 + 3 + 5 + 7

    • SoundPoint IP 301/501/550/600/601/650/670:

      Hold 4 + 6 + 8 + *

  4. Release when prompted for Enter Password.

  5. Enter the device’s MAC address (all uppercase, no delimiters) as the password

  6. The phone will clear settings and reboot to factory defaults.

Method 3: Web GUI Factory Reset

If the phone’s IP is reachable, you can reset via its web interface:

  1. Open a browser and go to https://<PHONE_IP>/

  2. Log in as Admin, using password 456 or your custom admin PIN.

  3. Navigate to Utilities → Phone Backup & Restore (or Utilities → Reset to Factory).

  4. Click Restore Factory Defaults and Confirm.

Model-Specific Quick Reference

Model

 

Soft Reset Menu

 

Boot-Time Combo

 

VVX 300/310/400/410/500/600

Settings → Advanced (456)

Hold 1+3+5

SoundPoint IP 320/330/450

Settings → Advanced (456)

Hold 1+3+5+7

SoundPoint IP 301/550/650

Settings → Advanced (456)

Hold 4+6+8+*

Conference IP 5000/6000

Settings → Advanced (456)

Hold 1+3+5+7

Tips & Troubleshooting

  • MAC-Password Failures: Ensure you use uppercase letters when entering the MAC address.

  • No “Cancel” on VVX Boot? Quickly tap the screen edge until the cancel option appears—timing is critical.

  • Still Not Resetting? Try a firmware upgrade first—sometimes older firmware blocks resets.

  • Backup Before Reset: Use the Web GUI’s Phone Backup feature to export configs.

Conclusion

Factory resetting your Polycom phone can resolve persistent issues, wipe old configurations, and prepare devices for redeployment. With soft, hard, and Web GUI methods in your toolkit, you can quickly restore any Polycom model to its original state.

Ready for a fresh start? Pick the method that matches your scenario and get your Polycom phone factory-fresh in minutes!

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