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
Record the SIP credentials and server settings you’ll need to re-provision.
Gather the administrator password (default is
456) or the device’s MAC address (for “hard” resets).Ensure local network access for Web GUI resets (phone IP & admin login).
Schedule downtime—calls will drop during reset!
Method 1: Soft Reset via Phone Menu
Many Polycom phones support a menu-driven reset without reboot:
Press the Home/Menu button.
Navigate to Settings → Advanced.
Enter the admin password (
456by default).Go to Admin Settings → Restore to Defaults → Reset to Factory.
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:
Power off the phone.
Power it back on. When the “Loading Application” screen appears, tap Cancel (VVX only).
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 + *
Release when prompted for Enter Password.
Enter the device’s MAC address (all uppercase, no delimiters) as the password
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:
Open a browser and go to
https://<PHONE_IP>/Log in as Admin, using password
456or your custom admin PIN.Navigate to Utilities → Phone Backup & Restore (or Utilities → Reset to Factory).
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!
Scale Beyond Just Troubleshooting: See What Viirtue Can Do for You
If you’re spending time manually resetting Polycom phones, you’re already deep in the world of VoIP. So, why not take the next step and own the service you’re supporting?
At Viirtue, we empower MSPs and IT providers to become full-fledged white-label VoIP providers. That means:
Branded platforms you control
Automated provisioning to cut down on device headaches
24/7 support and zero per-user license limits
Integrated tools for quoting, billing, and taxation—no more jumping between systems
Whether you’re managing hundreds of endpoints or just starting, our partner-first model helps you reduce churn, increase margins, and scale fast, without the overhead of building from scratch.
Curious how it works? Schedule a free demo and see how Viirtue can streamline your device management, automate provisioning, and turn your VoIP expertise into real revenue.
