How to Reset your Polycom

Aptela Knowledge Base » Phones and Adapters » Polycom » Troubleshooting your Polycom phone » How to Reset your Polycom

Resetting your Polycom phone can be an effective troubleshooting step for resolving problems with pre-installed Polycom phones. Depending on your issue, you may use one or more of the following reset options.

Reset actions are irreversible. Once performed, changes cannot be undone.

Device Settings Reset

This reset option is useful if you’re experiencing phone registration issues (e.g., can't make or receive calls). It resets all IP parameters, the FTP user and password, Polycom user and admin passwords and custom SSL certificates.

To reset device settings:
Hold down the following phone keys at the same time:
For IP 301, 501, 550, 601, 650 and 670 models: hold down 4, 6, 8 and *
For IP 320, 321, 330, 331, 335, 430, 450, 560 and 7000 models: hold down 1, 3, 5 and 7
For IP 4000, 5000 and 6000 models: hold down 6, 8 and *

The phone will reboot.
Your phone configuration settings may reset. Refer to our Polycom Phone Configuration Troubleshooting Guide to verify or update your phone settings.

Format File System Reset

This is the reset option to use when your phone keys malfunction (e.g., pressing 5 or the speaker button doesn’t work). It resets the bootROM and application, which can cause abnormal behavior if either is outdated. Use the below instructions to reset the format file system.

If your phone keys function, use this method:
Press the phone’s Menu button.
Select Settings.
Select Advanced.
Type in the password 456 and press Enter.
Select Admin Settings.
Select Reset to Default.
Select Format File System.
Select Yes you are sure. The phone will reboot.

If your phone keys do not function, use this method:

Unplug the phone for 10 seconds then plug it in again. Watch the phone closely.
Quickly press the Setup soft key when you see the Welcome screen.
Try to type in 456 for the password and press Enter. If you can do this, it is a good indicator that the issue is not with the hardware.
Now you’ll prepare to reset your device settings.
Before doing anything else, get familiar with the keys you will press down to reset your phone. When you complete the next step, you will need to quickly hold them down.
For IP 301, 501, 550, 601, 650 and 670 models: hold down 4, 6, 8 and *
For IP 320, 321, 330, 331, 335, 430, 450, 560 and 7000 models: hold down 1, 3, 5 and 7
For IP 4000, 5000 and 6000 models: hold down 6, 8 and *

Press Back or Exit soft key to go back to the Welcome screen.
Quickly hold down the phone keys as instructed above.
When prompted, type in the password 456 and press Enter. The phone will begin to reboot.
Your phone configuration settings may reset. Refer to our Polycom Phone Configuration Troubleshooting Guide to verify or update your phone settings.

Local Config Reset

This reset option helps resolve issues related to phones that were manually configured or a phone that was reassigned to a new user (e.g., the phone displays the previous user’s extension number rather than the new user’s).

To reset the local config:
Press the phone’s Menu button.
Select Settings.
Select Advanced.
Type in the password 456 and press Enter.
Select Admin Settings.
Select Reset to Default.
Select Reset Local Config.
Select Yes you are sure. The phone will reboot.
Your phone configuration settings may reset. Refer to our Polycom Phone Configuration Troubleshooting Guide to verify or update your phone settings.

If problems persist, please submit a ticket for Aptela support.

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