Default admin password not working on new Poly Edge E350 phone

[Michael-S-C]

Recently purchased new Edge E350 phone for our Google Voice account. Provisioning worked just fine, basic functions work fine.

But I can't access Advanced Settings, or set a User Password.

All the various possible default passwords that have been suggested don't work. 

This includes performing a factory reset and attempting to use the phone's serial number as the password, or the last six digits of the serial number. 

The only message I get when trying a password is "Sorry, try again."

I've tried each of the various input modes ("abc", "ABC", "Abc", "123"). 

When entering the serial number, or portion thereof, I've tried capital and lowercase alphabetic characters.

How do I access Advanced Settings so I can reset the Admin Password and utilize Advanced Settings?

[SteffenBaierUK]

Hello @Michael-S-C ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly product you use. 

This is important, especially in the future, when someone finds this post in days, months, or years.

Please do not simply edit the original post but reply with the versions.

In the FAQ or the Read 1st section, we remind users why this is important.

Most likely, once provisioned to our Partner Google the Admin Password was changed and you would need to contact Google support.

From the same FAQ did you see:

Oct 7, 2011 Question: What is the default standard Username and Password for a Poly Phone?

Resolution: Please check => here <=

or

Oct 10, 2011 Question: How can I reset / Factory default my Phone configuration?

Resolution: Please check => here <=

If no other volunteers reply, I suggest you contact our Support organization in your region. Details are in my Signature.

Best regards

Steffen Baier

[Michael-S-C]

My apologies: I forgot to include an important bit of information.

The software version is: 8.3.1.0614

[Michael-S-C]

I've followed the instructions described in the link provided (labeled Oct 10, 2011 question).

Following those instructions exactly as written, I never see the "Enter Password to Reset Settings" screen.

Here's what I do, and what I see:

- Power Off (unplug)

- Power On (plug in)

- Headset, Handsfree, and Mute buttons all light up

- When they go out, I press and hold 1, 5, and 3 buttons

- Splash Screen with rotating logo appears

⭐A white screen appears with a countdown to reboot message and a Cancel over the lower right soft key

- Continuing to hold the 1, 5, and 3 buttons (as per instructions, no "Enter Password ..." message yet)

- "Configuration resetting" message appears

- "Formatting file system" message appears

- Phone reboots

- Continuing to hold 1, 5, and 3 buttons results in a repeat back to the ⭐ above. Continuing to hold the 1, 5, 3 button and it repeats back to the ⭐ once more. 

- Still holding the 1, 5, 3 buttons (haven't yet seen "Enter Password ...")  the Language Select screen appears.

- After selecting language, Connection screen appears. Select Wireless.

- Country of Operation screen appears. Select US.

- Phone reboots to scan for WiFi

- "Scanning" message

- "Connect" screen

- Enter passcode for WiFi

- "Connecting" message

- "Successful connection to WiFi" message

- "Retrieving Configuration" message

- Phone reboots

- Home screen appears

- "Contacting Provisioning Server" message

- "Provisioning Successful"

- Phone reboots

- "VLAN ..." message appears (quickly)

- "Contacting Provisioning Server" message

- "Provisioning Successful"

- At this point, phone seems to return to normal, basic function. However, nothing has changed with regard to Advanced access. There was never a "Enter Password: to Reset Settings" message.

However, repeating all steps from the beginning until reaching the ⭐ above, then releasing the 1 , 5, and 3 buttons, and pressing the Cancel soft key results in same white screen but with "Reboot  Setup  About" labels above the three bottom right-most soft keys. Pressing "About" shows a screen (only while continuing to press) that shows:

  - Server

  - IPv4 address

  - VLAN name

  - MAC address

  - Software version and update time

Pressing "Setup" button reveals the elusive "Enter Password" screen (but without the "to Reset Settings".)

At this point I have tried all combinations of passwords I can reasonably conceive of. 

- MAC address following the steps provided in the above mentioned link exactly. However, I note that pressing the "mode" button once on my phone changes the mode from "1->aA" to "a->A1" and another press to "A->1a". (Not the "1-Aa" sequence described.)

- I have tried entering MAC address using each of the modes, being especially careful to press the buttons the proper number of times for the desired character. However, my MAC address includes one Zero (0) character only, and at the very end. So that one I always change mode back to "1->aA" as I cannot remember how many characters are available before the zero. 

- I have tried the above with the full MAC address (12 characters) and just the last six characters.

- I have tried the "default" password "456", as well as other suggestions I've seen from various people offering help: "123" and "789". 

Note that I have a second phone, purchased and delivered at the same time. It is connected to our network via cable. It also will not accept any of the above attempts to enter a default password for Advanced access or to reset password via factory reset.

Bottom line: I still do not have access to Advanced features. 

And I am still hoping for additional suggestions to try.

[SteffenBaierUK]

Hello @Michael-S-C ,

If no other volunteers reply, I suggest you contact our Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier