Admin password locked unknown need to hard reset unit for location update after move

[JOC_home2office]

Hdx series 500 video conference equipment … hard reset button not working to factory reset.

Is there another way to reconfigure unit. Without the admin password?

[M_Salman]

Hello @JOC_home2office  , Welcome to the HP Poly Support Community.

Thanks for reaching out about your query regarding the Poly device.

If the restore button on your Polycom HDX 500 series system is not functioning, you can still reset the device to its factory defaults through the following alternative procedure:
 

Power Off the System:

• Ensure the system is completely powered off by unplugging the power supply.

Disconnect Network Connections:

• Unplug all network connections to prevent any unauthorized access during the reset process.

Perform a Factory Restore:

• While the system is powered off, press and hold the restore button.
• Continue to hold the restore button while you press the power button once.
• Keep holding the restore button for an additional 5 seconds, then release it.

Wait for the Setup Wizard:

• Once the system restarts, the Setup Wizard will appear, allowing you to set a new Admin ID and password, thus providing access to the system's configuration.

Note: This procedure will completely erase the system’s settings, configuration, and any stored data. It resets the system to the default software version stored in its factory partition. If the system fails to reset as expected, it may require professional support or service.

Take care and have an amazing day!

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Regards,

Salman

[M_Salman]

Hi @JOC_home2office,
 

We haven’t heard from you, this post is in reference to the thread you created on your friendly neighborhood (HP Support Community).

I would like to know if the resolution we provided worked for you.
 

If you have any other queries, feel free to reply at any time, and thank you for being a valuable member of our HP Family.

If you would like to thank us for our efforts to help you, go to the public post and give us a virtual high-five by clicking on "Yes" for the question "Was this reply helpful?" below my message, followed by clicking on the "Accept as solution" on my public post.

Have a great day ahead!

Regards,
Salman

[M_Salman]

Hi @JOC_home2office, I hope this message finds you well. 
 

I wanted to follow up on the query that we discussed earlier and confirm that it has been successfully resolved.

If you still need further assistance or have any additional questions, please do not hesitate to reach out to us. 
 

We are here to assist you and provide any necessary support.

Regards,

Salman

[M_Salman]

Hi @JOC_home2office, 

Hope you're rocking an amazing day! Since we haven't heard from you yet, we will be archiving this case for now; however, you can respond to the same thread to continue the conversation. 

If you need any more help or just want to say hi, we're here for you - just a message away!

Take care, and stay fantastic!

Regards,

Salman