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Reboot and Reset Poly SoundPoint IP Phones

Updated: 03/25/2024

Objective

Factory reset a Poly SoundPoint IP phone.

Applies To

  • Poly SoundPoint IP Phones

Procedure

Factory resetting a phone to its defaults is time-consuming and not generally recommended as a troubleshooting step, except as a last resort. You should not factory reset a phone to address call quality issues.
Factory resetting a phone will restore the device to its factory default state, erasing all personalized settings, speed dials, line keys, and configuration.
These procedures specifically concern the Poly SoundPoint and SoundStation IP series of phones. For the VVX Series, see How to Reset Poly Phone to Factory Default Settings.

To Restart or Reboot

For each model listed below, press and hold the indicated keys in combination:
  • IP 335: 2, 4, 5, 6
  • IP 550, 560, and 670: First and third Line Keys, Directories, Applications
  • IP 4000 and 6000: 4, 6, Soft Key 2
  • IP 5000: 2, 4, Soft Key 2
  • IP 7000: 2, 5, Up and Down Arrows

If You Know Your Phone's Administrator Password

To restore the phone to factory defaults with the Admin Password:
  1. Power cycle the phone.
  2. Press the Cancel soft key during the boot process.
  3. During the countdown, press and hold the following dial pad keys simultaneously until the password prompt appears:
    • IP 335, 560, 5000, and 7000: 1, 3, 5, 7
    • IP 550, 670: 4, 6, 8, * (star)
    • IP 4000 and 6000: 6, 8, * (star)
  4. Enter the administrator password to initiate the reset. See What is the administrator password for my phone or adapter?
    • Note: For letters in lower case use ( a -> 1A ) * for the period     #  for the  /
  5. Press OK.

If You Don't Know Your Administrator Password

To restore a third-party phone to factory defaults (or when you otherwise can't access the Admin Password):
  1. Power cycle the phone.
  2. Press the Cancel soft key during the boot process.
  3. During the countdown, press and hold the following dial pad keys simultaneously until the password prompt appears:
    • IP 335, 560, 5000, and 7000: 1, 3, 5, 7
    • IP 550, 670: 4, 6, 8, * (star)
    • IP 4000 and 6000: 6, 8, * (star)
  4. Enter the MAC ID of the phone. (The MAC ID/address should be visible on a label on the underside of the phone.)
    • Note: For letters in lower case use ( a -> 1A ) * for the period     #  for the  /
  5. Press OK.
Once this is done, the phone should boot up to running sip.ld, and then come online. The whole process may take several minutes to complete.
If the phone gets stuck at Network Initializing or Waiting for Network to Initialize, verify the proper network connection.
If you see any other errors, please search this site for troubleshooting instructions.
Note: Resetting to factory defaults will also reset the administrator password (factory default password is 4 5 6).
 

How to Perform a Hard Reset

Use the below steps if the following is met:
  • The phone is on a boot loop and no longer going to the home menu
  • The default password or mac password doesn't work
  • If it's a 3rd party phone
  • The account is already canceled and you cannot access Account Manager or Admin Console to download the extension CSV
  1. Reboot the phone and wait for the starting application.
  2. While the phone is in the starting application wait for the cancel button to appear then press it.
  3. The phone will show a 7 second count down. This is the only open window to press the key combination to go to the hard reset page.
    • VVX series (VVX300, 301, 310, 311, etc): Press and hold 1 3 5 within the 7-second count down until it prompts you to the password page
    • Sound Point IP 335: Press and hold 1 3 5 7 within the 7-second count down until it prompts you to the password page
    • Sound Point IP series (IP550,560,570, etc): Press and hold 4 6 8* within the 7-second count down until it prompts you to the password page
    • Conference Phone IP5000, 6000, 7000: Press and hold 1 3 5 7 within the 7-second count down until it prompts you to the password page
  4. Enter the device's MAC ID as the password (e.g 0004f28619dc).
  5. Press the 2nd soft key that corresponds to the mode or (encoding) to change it to A->abc or a->abc.
  6. Then (for example) to select the letter F, press the 3 key three times.

Video References

VVX
SoundPoint IP