VVX 250 reboot after reset

[Anonymous]

Hi

I am attempting to reset a VVX250 so I can use the default admin password so I can subsequently upgrade the firmware so I can use google voice.

I have followed instructions here:

https://knowledgebase-iframe.polycom.com/kb/viewdocument.do?noCount=true&externalId=32151&sliceId=1&...

This works and I can reset the password to 456. I am able to momentarily log in via the web portal on the phone.

However the phone then immediately reboots again, and this process changes the default password from 456 to some other unknown password. I am no longer able to log into the phone or webportal.

Please can anyone advise how to resolve this?

Thanks!

[Anonymous]

Apologies I missed off the software version:

5.8.0.12848

[SteffenBaierUK]

Hello @WillJones ,

Welcome to the Poly Community.

Both the communities Must Read First and the FAQ reference the basic minimum information a new or follow-up post should contain. The FAQ especially covers many questions which already have been answered already and therefore should be consulted prior to posting.

This ensures the questions having to be asked are limited and any new or follow-up post contains the right amount of details to ensure any voluntary participant within the community does not spend additional time chasing basic information.

A simple question would be are these brand new units or are these used units?

Most likely they are attached to a previous owner and therefore access the internet after a reset and download the configuration the owner/organisation intended it to get.

The only way to address this is to contact the previous owner. Of course, this is all an assumption as you have not provided these details on the history of the device.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

[Anonymous]

Thanks for your reply. Apologies if I missed that suggestion in the FAQ - I thought I had read them all.

The phone was from ebay so I assume second hand and used. But I shall confirm. 

I'll also try resetting without connection to the internet, to see if the auto re-boot doesn't happen.

I doubt the seller has any contact with the previous owner - Is there no way to reset this thing without that?

[SteffenBaierUK]

Hello @WillJones 

only the original owner or organisations can remove the device from the database. As long as it has internet after a factory reset it will try to connect to our service.

Best regards

Steffen Baier

[Anonymous]

After doing the Factory reset disconnect the Ethernet cable so the phone does not have any Internet.

This will prevent the phone from connecting to poly and downloading a config. Once at the home screen press "Home" then go to "Settings" > "Advanced" The default password should work. Then go to "Administrative Settings" > "Provisioning Server"  Scroll down and look for ZTP and make sure it is off. You should now be able to reconnect the Ethernet cable and upgrade the firmware. 

If the phone is factory reset or after the firmware upgrade make sure you remove the Ethernet cable and disable ZTP to prevent the phone from grabbing a config from poly which, depending on the provider could cause the phone to download a different firmware version.