Polycom 501, 601, 550 & 650 Factory Flash

Factory Defaults (blanking your configuration)

1. Press and hold these keys down for several seconds: * 4 6 8

2. When prompted, insert the Admin Password (if it does not accept "456", contact us for the password to your Polycom phone).

3. The phone should wipe all existing configuration information and reboot.

The phone will load its configurations automatically from the PBX, assuming it is on the same network.  If it does not, refer to troubleshooting steps below.

Troubleshooting

Phone does not get an extension, or displays "Unable to contact boot server"

Network administrators - configure the phones to load updates en masse

On networks with a Windows Domain Controller or other DHCP server that supports DHCP-Option 66, one can instruct all phones to load configurations from the IP address of the PBX.  Please refer to Setting the Boot Server (in IP Phones).

If phone is idle (local phones, premise-based PBX)

Open

(idle as shown in the photo)

1. On the phone, press the Menu key and select Settings > Advanced

2. If "456" doesn't work, contact us for the password to your Polycom phone, followed by the "Enter" softkey once you've entered the password.

3. Select Admin Settings > Network Configuration.

4. Scroll down to "Server Menu" and hit the "Select" key.

5. Hit the "Edit" key on the "Server Type" and scroll (blue ">" key) until it displays "FTP" then press "Ok" key. 
   (Tip: Use Trivial FTP if all else fails, but FTP is recommended.)

6. Scroll down to "Server Address" and hit the "Edit" key.

7. Hit the "a->1A" softkey until the title says "1->Aa".

8. Enter "PBXtra's Internal IP" followed by the "Ok" softkey.

9. Hit the "Exit" softkey twice.

10. Hit the "Select" softkey once you see "Save & Reboot" selected.

If phone is idle (remote phones, Connect)

Open

(idle as shown in the photo)

1. On the phone, press the Menu key and select Settings > Advanced

2. If "456" doesn't work, contact us for the password to your Polycom phone, followed by the "Enter" softkey once you've entered the password.

3. Select Admin Settings > Network Configuration.

4. Scroll down to "Server Menu" and hit the "Select" key.

5. Hit the "Edit" key on the "Server Type" and scroll (blue ">" key) until it displays "FTP" then press "Ok" key.

6. Scroll down to "Server Address" and hit the "Edit" key.

7. Enter in: "ftp.pbxtra.com" (sans quotes).  You can press the * (star) key for periods.  Press "Ok".

8. Server User is: <your server id>  (e.g. "1000")  Press "Ok".

9. Server Password is: <unique for your server - the server administrator will have to contact support for this>.  To make numeric passwords easier to enter, press the "a->1A" softkey until the title says "1->Aa".  Press "Ok".

10. Hit the "Exit" softkey twice.

11. Hit the "Select" softkey once you see "Save & Reboot" selected.

If the phone is rebooting / stuck in a reboot loop:

1. During the boot countdown, press the "setup" softkey as shown in the photo to the right.

2. If "456" doesn't work, contact us for the password to your Polycom phone, followed by the "Enter" softkey once you have entered the password.

3. Scroll down to "Server Menu" and hit the "Select" key.

4. Hit the "Edit" key on the "Server Type" and scroll (blue ">" key) until it displays "FTP" then press "Ok" key. 
   (Tip: Use Trivial FTP if all else fails, but FTP is recommended.)

5. Scroll down to "Server Address" and hit the "Edit" key.

6. Hit the "a->1A" softkey until the title says "1->Aa".

7. Enter "PBXtra's Internal IP" followed by the "Ok" softkey.

8. Username should be PlcmSpIp, and password should be PlcmSpIp, case-sensitive.  If it says something else, you may want to reset it to factory defaults for simplicity.

9. Hit the "Exit" softkey twice.

10. Hit the "Select" softkey once you see "Save & Reboot" selected.

After performing the above steps, the phone /still/ displays "Unable to contact boot server"

If the phone still does not load its configs, there may be a third-party DHCP server on the network handing out DHCP Option-66 (tftp-boot-server) addresses, and overriding the PBX.  Do this:

1. Press the "Setup" key at boot time, again.

2. Contact us for the password to your Polycom phone and press "Enter" once you've entered the password.

3. Scroll down to "DHCP Menu" and hit the "Select" key.

4. Scroll down to "Boot Server" and hit the "Edit" key.

5. Scroll right (blue ">" key) until "Boot Server" is set to "Static" and hit the "Ok" key.

6. Hit the "Exit" softkey twice.

7. Hit the "Select" softkey once you see "Save & Reboot" selected.

Admin password does not work or has been changed.

If the default of 456 does not work, and you've obtained the admin password from Fonality Support and that doesn't work, or if someone has changed the admin password on the phone:

1. Find and write down the MAC address (serial number) of the phone you want to reset. It should be twelve characters, and look something like '0004F2ABCDEF'.  If you can't read the back label, you can find the MAC address by pressing Menu, Status, Network, Ethernet.

2. Power down the phone.

3. Power up the phone.

4. While powering up the phone (you have about 6-8 seconds to complete this step):

   1. For SoundPoint IP 320, 321, 330. 331, 335, 430, and 450 press and hold the 1, 3, 5, and 7 on the dial pad at the same time.

   2. For SoundPoint IP 301, 501, 550, 600, 601, and 650 press and hold the 4, 6, 8, * on the dial pad at the same time.

5. After holding down the numbers for few second, you will be promoted to enter the admin password.  Enter the MAC address of the phone. No colons and the alpha characters must be entered as lower case letters.