Poly VVX 250/350/450 Restarting, Updating Firmware/Configuration, 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/Rebooting: This will bring the phone back to its last configured state. It is also required sometimes when TeleConsole settings have been updated such as after modifying TeleConsole BLF settings.

Updating configuration: Settings or configuration changes made by Telebroad or your system administrator are applied to the phone when you trigger a configuration update. Depending on the updated settings this may or may not require you to restart your phone.

Updating firmware (software): 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 applies the original configuration the phone was shipped with from the factory. You can do this with the admin password or with a key combination method that overrides it

Restarting/Rebooting Your Phone

Restarting your phone is usually a safe and easy method to resolve functionality issues. However, you may want to consult your phone system administrator first to make sure the issues are not related to network problems or other external causes. 

To restart your phone do one of the following:

  • Press and hold 0, 1, and 3 dial pad keys simultaneously for about three seconds until you hear a confirmation tone.

  • Select Settings from Main Menu, and navigate to Basic.

    Select Restart Phone (or Reboot softkey on the VVX 450).

    Select Yes or OK when the when prompted with a confirmation message. 

The restart process ends when the default screen displays.

If your phone is frozen and does not response to the above methods you can also restart it simply by unplugging and replugging it (but It is still advisable you try to use the above methods whenever possible.)

Updating Configuration

Changes in the system or network of your office may cause problems with the functionality of your phone. To restore compatibility or simply to apply new settings for improved workflow, your system administrator may ask you to update the phone's configuration after he has prepared the relevant configuration file. 

When you trigger the configuration update the new configuration file is downloaded from a provisioning server to the phone's flash memory and the update process is completed automatically. 

To update the configuration of your phone:

  • Select  Settings from Main Menuand navigate to Basic>Update Configuration.

  • You will be prompted to confirm the update.

    Select Yes to initiate the configuration update process. 

Updating Firmware

If your phone has a current Poly firmware it supports an automatic firmware update feature (referred to as software update). If the feature is not supported or if you want to install a particular firmware version you can update the firmware manually from the Web Configuration Utility.  

Checking Current Firmware Version 

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

To check the firmware version do one of the following:

  • Access the phone via 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 5.X.X.X or 6.X.X.X.

  • From the Home view select the Menu>Status>Platform>Application>Main soft keys.

    The firmware version is shown next to the Version field with the format of 5.X.X.X or 6.X.X.X.

Updating the Phone's Software with Automatic Update

When new software is available a notification is displayed on your phone and you have the option to update your software, postpone the software update, or exit the notification.

To update the Phone's Software select Update when prompted to update your software. The phone reboots and the software is updated on the phone.

Postponing an Update

Instead of updating your software immediately you can choose to postpone the update from 15 minutes up to six hours. To do so select Postpone when prompted to update your software and select one of the time options. The notification is removed from the phone screen and is displayed again during the remaining five minutes of the postpone time selected.

You can postpone the software update up to three times. After the third time, the notification is displayed without the Postpone option.

If you do not update the phone's software after the postpone time, a notification with a countdown is displayed and the phone automatically reboots and updates the software when the countdown ends.

If you postpone a software update and the time period you chose ends while you're on an active call, a software update notification with a countdown is displayed after the call ends. After the countdown ends, the phone reboots and updates the software.

Exiting the Software Update Notification

When the software update notification is displayed, you also have the option to exit the notification without choosing to update or postpone the software by  selecting Exit.

When you exit the notification, a SWUpdate softkey is displayed on the Lines screen. Select it at any time to start the software update.

Manual Software Update

If automatic update is not available on your phone ir if you want to install a particular firmware you can perform a manual update.

To manually update the firmware: 

  • Access the phone via the Web Configuration Utility 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 will be initiated and the phone will reboot when the process is finished.

Factory Reset


Factory reset is only recommended after you have tried all other troubleshooting suggestions since it will delete all your personal configuration settings and reset them to the factory defaults.

  It is advisable you contact us (if you have an account with us) or your phone system administrator before attempting a factory reset to see if the issues with your phone may be resolved without it and to ensure your phone can be properly provisioned and configured if a reset is indeed required.

To prevent accidental factory reset you are usually required to enter the phone's administrator password before you can access the factory reset option. The default password is 456.  

There are three ways to perform a factory reset - from the phone's Main Menu screen,  from the web configuration utility, or during a phone restart. The later allows you to perform a reset even if you have changed and have forgotten the admin password. 

Main Menu Screen Reset

This is the easiest and fastest way to perform a factory reset. If the phone has been configured accordingly, the reset option may be available from the Basic menu without having to enter an administrator password. Otherwise you will need to use the Advanced menu. 

To perform a factory reset without an admin password from the Basic menu (if available):

  • Select Settings from Main Menu, and navigate to Basic.

  • Select Reset to Factory. 

To perform a factory reset from the advanced menu:

  • Select Settings from Main Menu, and navigate to Advanced.

  • Enter the phone's admin password 456 (see next if you changed and forgot it.)

  • Select Admin Settings.

  • Select Reset to Factory. 

Factory Reset During a Phone Restart

If you have changed and forgotten your admin password than, before proceeding with the factory reset, you will need to find out 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. The MAC address is the 12 digits hexadecimal number, just above the bar code, that usually starts with 0004F.

  • If the sticker is missing or faded you can access the Main Menu screen and select Settings>Status>Platform>Phone.

    Write down the 12 digits hexadecimal number in the S/N: or Mac: field.

  • Access the phone via the web configuration utility. The MAC address appears on the home page.

To perform a factory reset during restart (with the option to override the admin password):

  • Restart the phone as explained above and press the Cancel Softkey to stop the reboot process.

    A "countdown autoboot" screen will display. Ignore any of the the options here and instead...

  • 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.

  • On the dial pad, enter 456 for the admin password or...

    If you have changed and forgotten the admin password, enter the MAC Address you obtained above using capital letters (but before doing so you should contact us or your phone system administrator to see if we or he have a record of the current admin password!)

    Pay attention to the difference between entering digits, capital, or lowercase letters. To switch between letters and digits press the input modifier softkey. It initially appears as 1->Aa, indicating you are entering digits. When entering capital letters it displays as A->a1.

    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 enter are shown only as an asterisk symbols (*). 

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

  • Select the OK softkey.

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

Factory Reset From the Web Configuration Utility

The one advantage of the Web Configuration Utility is that it allows you do to a factory reset remotely. 

To perform a factory reset from the Web Configuration Utility:

  • Log in to the web configuration utility as described here.

  • From the  to the Utilities menu select Phone Backup and Restor>Global Settings>Restore.

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