How to stop auto-provisioning of Polycom VVX phones?

[Relkub]

Hey all,

I have a bunch of Polycom phones that I am trying to factory reset and completely wipe so they are restored back to as they were when they were first made.

I am able to factory reset them, however I did notice that most of the phones are auto-provisioning to some server/service provider which I am not familiar with (even after disabling Poycom ZTP). I am not too knowledgeable on this topic and therefore unsure how I can remove them from a server they are provisioning to.

I’ve read that Yealink phones can be removed by contacting Yealink with the MAC and Serial number, but I can’t seem to have any luck with finding a similar solution for the Polycoms.

Would anyone be able to advise on this please?

[SteffenBaierUK]

Hello @Relkub ,

Welcome to the HP Poly community. You post has been moved to the right section.

From our VoIP FAQ:

Sep 19, 2022 Question: Why does a Phone return/revert to a previous unknown password even after a factory reset?

Resolution: If a phone is provisioned either by a local server/ZTP/LENS and/or a DHCP option the phone will simply load the old configuration.

On phones with access to the low-level GUI (option 4 >here<) once the password is reset either ZTP can be disabled or the Boot Server can be set to static. For phones that do not have such an option (CCX, Trio, D230, Rove, or Edge E) please check with your IT team or whoever set up the phone.

If the phone was set up for a specific provider you cannot delete this information as a factory reset will put it back to whoever we sold the phone to in the first place.

Best Regards

Steffen Baier

[Relkub]

Thank you for the quick reply Steffen!

Is the service provider able to remove it from their server?

If so, how would I be able to find the specific provider for each device?

[SteffenBaierUK]

Hello @Relkub ,

there are 2 things:

• If Poly has manufactured a phone for a specific provider there is no way to remove the hardcoded values as a factory restore will always revive them
• If a provider has added the MAC address to our ZTP service the Provider if you contact them and have acquired the phones from a legal source, could remove them if they are still active. 

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

Best Regards

Steffen Baier