Follow this article to reset your Polycom phone and install custom firmware. 

Note: See the provisioning quick start guide for an overview of the provisioning process.

This article covers:

1. How to access the phone's web interface
2. How to reset to factory default using the web interface (recommended)
3. How to reset to factory default using the phone's interface (optional)
4. How to upgrade firmware using the phone's web interface

Prerequisites for resetting to factory default and installing custom firmware on a Poly phone

• Polycom device supported by Zoom Phone
• Web Interface enabled in account-level desk phone settings

How to access the phone's web interface

Note:

• These instructions apply to all supported Polycom desk phones.
• By default, Zoom Phone disables the web interface of provisioned devices. If you can't access the phone's web interface, make sure Web Interface is enabled in the account-level desk phones settings.

1. On your phone, press the Home button  then select Settings.
2. Navigate to Status then Network.
3. Navigate to TCP/IP Parameters and make note of the phone's IP address next to IPv4 Addr.
4. Open a web browser on a computer that's connected to the same network as the phone.
5. Enter https:// followed by the phone's IP address.
   Note: If your browser displays a security warning, click the option to continue.
6. Log in to the web interface as an Admin.
   Note: The default admin password is 456 or 789. If you do not know your username or password, contact the vendor of the phone. If you set the admin password globally, you can view the password in the Zoom web portal.

How to reset to factory default using the web interface (recommended)

1. In the top navigation menu, click Utilities then Phone Backup & Restore.
2. Click Global Settings section to expand it.
3. Click Restore.
4. Click Yes to confirm.

How to reset to factory default using the phone's interface (optional)

Follow this section if you are unable to access the phone's web interface.

Note: Screenshots in this section apply to VVX series phones with a touchscreen, but the instructions apply to all supported Polycom devices.

1. On your phone, press the Home button  then select Settings.
2. Navigate to Advanced then Administration Settings.
   Note: You will be prompted to enter the administrator password. Try the default password of 456 or contact the phone vendor for assistance.
3. Navigate to Reset to Defaults then Reset To Factory.
4. Press Yes to complete factory reset. The phone will restart automatically.

How to upgrade firmware using the phone's web interface

Note:

• On the Home page, check the UC Software Version. If the phone has the supported firmware version, you can skip this section.
• If you can't access the phone's web interface, make sure Web Interface is enabled in the account-level desk phones settings.

1. In the top navigation menu, click Utilities then Software Upgrade.
2. Select the Polycom Hosted Server option and click Check for Updates.
   You will get a message saying Successfully fetched the available versions.
3. In the Available software versions drop-down menu, select the supported firmware version. Make sure to not select a version that has a letter at the end.
4. Click Install. The phone will reboot during the firmware installation. The process will take 2-3 minutes.