Poly VVX 301/31 Restarting, Updating Firmware, and Factory Reset

If your phone is malfunctioning or require updates you or your phone system administrator may want to perform one of the following:

Restarting - this will bring the phone back to the its last configured state. It is also required sometimes when TeleConsole settings have been updated such as after modifying TeleConsole BLF settings.

Updating firmware - firmware is the software that loads when the phone is started and controls its functionality. Updating it to a newer version when one is released may resolve or improve phone performance issues. 

Factory reset - this erases the current configuration and apply the original configuration the phone was shipped with from the factory.  

Restarting Your Phone

If your phone is malfunctioning, normal operation may be restored without needing to perform a restart. Please consult your phone system administrator about this.

To restart the phone do one of the following:

  • Press and hold the dial pad keys 0, 1, and 3 simultaneously for a few seconds until a confirmation tone is played.

  • Select Settings from Home view, and select Basic>Restart Phone.

    Press Yes when prompted with "Are you sure?".

The restart process ends when the default Home screen displays.

Upgrading the Firmware

You can check the current firmware version installed on the phone to see if an update is indeed required. 

To check the firmware version do one of the following:

  • Access the phone via the web user interface as explained here.

    The firmware version is displated in the Home screen next to the UC Software Version field with the format of 3.X.X.X or 4.X.X.X.

  • Press    to access the home screen.

    Press the Menu>Status>Platform>Application>Main soft keys.

    The firmware version is shown next to the Version field with the format of 3.X.X.X or 4.X.X.X.

To upgrade the firmware: 

  • Access the phone via the web user interface as explained here.

  • From the Utilities menu select Software Upgrade.

  • Select Polycom Hosted Server from the Server Type field.

    If another server type is already selected, click Clear Upgrade Server first and then select Polycom Upgrade Server.

  • Click Check For Updates.

    A confirmation window will inform you that avilable firmware were succesuflly fetched.

  • The available firmware versions will appear under the Software Available at Polycom Server drop-down menu.

  • If there is firmware version on the list that is newer than the one installed on your phone select it and click Install.

    Click Yes to approve the installation and then Accept the license agreement.

  • The upgrade process will be initiated.

Factory Reset


This is only recommended after you have tried all other troubleshooting suggestions since the operation will delete all your personal configuration settings and reset them to the factory defaults. It is therefore advisable to have your phone system administrator backup your personalized settings before proceeding with a factory reset.

To perform a factory reset: 

  • Before proceeding with the factory reset you need to know the phone's MAC address. You can find the MAC address by doing one of the following:

    • Look for a sticker on the bottom of the phone. It is a 12 digits hexadecimal number that usually starts with 0004F.

    • If the sticker is missing of faded you can press    to access the home screen. Press the Menu>Status>Platform>Phone soft keys.

      Write down the 12 digits hexadecimal number in the S/N: field.
  • Restart the phone as explained above or by unplugging and replugging it.

  • While the phone is powering up press and hold the 1, 3, and 5 keys simultaneously on the dial pad.

  • You can let go of the keys once an admin password prompt appears.

  • For the admin password you need to enter the MAC Address as explained above.

    To switch between letters and numbers, press mode.

  • After the factory reset process is done the admin password will become the default "456".

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