In some cases for troubleshooting or when moving a device to a new system, a factory reset may be required for your phone.

Every SkyPhone provisioned Polycom phone has a unique admin password which we will supply in the instance when a factory reset is necessary.

To perform a factory reset, you must first ensure that ZTP (Zero Touch Provisioning) is enabled, then reset the phone.

Important: Before you continue

If you have made any customisations to your phone such as changing the ringtone, adding a headset, customising the paging function, or any other change made within the settings menu on the phone itself, these will be reverted to default by this process and will need to be reconfigured afterwards.

Factory Reset Steps

To enable ZTP:

  • Press the Home button to the right of the screen

  • Select Settings

  • Select Advanced Settings

  • Enter the PIN provided by Vorco

  • Select Admin Settings

  • Select Network Configuration

  • Select Provisioning Server

  • Scroll to the bottom of the screen. If ZTP is Disabled, set it to Enabled

  • Go Back

  • Go Back again

  • Save

To factory reset:

  • Press the Home button on the right of the screen

  • Select Settings

  • Select Advanced Settings

  • Enter the PIN provided by Vorco

  • Select Admin Settings

  • Select Reset to Defaults

  • Select Factory Reset

  • Confirm

After confirming, the phone will go through a process which may involve multiple reboots and could take anywhere from 2 minutes to 15 minutes. There may be periods where it looks like the phone is doing nothing for a few minutes while it downloads new firmware or retrieves configuration in the background.

If the phone is sitting on a screen that has the model number (e.g. "VVX 411"/"VVX 601") in the upper left of the screen for more than 10 minutes, please get in touch with Vorco support for assistance as it may need some additional steps taken. 

Vorco support can be reached with the chat button on the bottom right of this page, by emailing support@vorco.net, or calling us on 0800 486 726.

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