Poly VVX 401/411 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.  

  It may be possible to restore normal operation of the phone without restarting or performing a factory reset. Please consult your phone system administrator before about this.

Restarting Your Phone

To restart the phone do one of the following:

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

  • If not on the home screen press  .

    Select the    icon and then 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 web configuration utility as explained here.

    The firmware version is displayed on 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 web configuration utility with admin credentials 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 available firmware were successfully 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.

You can perform a factory reset from the phone menu itself, the web configuration utility, or with a key combination during the reboot process. 

The first two methods are valid only if your phone is functioning properly. If it is not, if these methods are not available, or if you don't know the current admin password, use the key combination method which can override the admin password.

To perform a factory reset from the phone's user interface:

  • Press    to access the home screen.

  • Select the    icon and select Advanced.

  • A password will be requested. the default admin password is 456. Enter it or the current valid admin password.

  • Select Administration Settings....

  • Select Reset to Defaults....

  • Select Reset to Factory....

  • Answer Yes on the the warning prompt screen.

To perform a factory reset from the web configuration utility:

  • Access the web configuration utility with admin credentials as explained here.

  • From the Utilities menu select Phone Backup & Restore.

  • Extend the Global Settings option by clicking the + icon next to it.

  • Click Restore and answer Yes to the warning prompt.

To perform a factory reset during reboot and override admin password:

  • Before proceeding with this method 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.

    • Press    to access the home screen. 

      Select the    icon and navigate to Status>Network>Ethernet.

      Write down the 12 digits hexadecimal number in the MAC: field.

      You can also press 1,4 and 7 simultaneously on the dial pad to access the status screen.

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

      The MAC address appears in the MAC address field on the Home screen. 

  • Restart the phone as explained above or by unplugging and replugging it (if your phone gets power from the Ethernet cable, using POE, unplug and replug the Ethernet cable.)

  • While the phone is powering up select Cancel to stop the rebooting process on the Loading Application screen.

  • A countdown will begin. Press and hold the 1, 3, and 5 keys simultaneously on the dial pad before the end of the countdown.

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

  • Enter the MAC Address in lower case for the password using the dial pad.

    Press 1->Aa to switch from numbers to letters as needed. The key will change to A->a1 (upper case letters) then to a->A1 (lower case letters) and back to 1->Aa (numbers).

    Each numeric key on the dial pad has three letters on it. Press it once to enter the 1st letter, twice (without pausing) for the 2nd letter, and three times for the 3rd.

    As you type, pause briefly between each character.

    For security, the characters you type are shown on screen only as *.

    If you made a mistake you can press the Left Arrow key to delete the last character.

  • Press OK.

    If you made a mistake you will see a message "Incorrect Password" and you can try again.

    Otherwise you will see a message "Configuration Reset" and the reset process will start.

Do not unplug your phone during the reset process and do not press any keys. After the process is finished the admin password will become the default 456.

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