Reset Polycom Admin Password

Overview

Polycom (now Poly) phones have an admin password that protects advanced settings in the phone's menu. The default admin password is typically 456. However, if this password has been changed and you no longer know it, you can reset it using a special key combination during boot.

When to Use This Procedure

• The default admin password (456) doesn't work
• You need to access advanced phone settings but are locked out
• You've acquired a used phone and don't know the admin password
• You need to factory reset the phone but are blocked by the password

Step 1: Find the MAC Address

The MAC address is required because it becomes the temporary password after the reset. You can find the MAC address in several ways:

• Phone Label: Check the label on the bottom or back of the phone
• Phone Screen: If you can access the menu, go to Status > Platform > Phone
• Phone Web Interface: If accessible, log in to the phone's IP address

The MAC address is a 12-character hexadecimal string (e.g., 0004f28a1b2c).

Step 2: Power Cycle the Phone

1. Unplug the power cable (or Ethernet cable if using PoE) from the phone
2. Wait 5-10 seconds
3. Plug the cable back in to power on the phone

Step 3: Hold the Key Combination During Boot

As soon as you plug in the phone and see the Polycom logo appear, press and hold the specific key combination for your phone model. Keep holding until the password reset prompt appears or the phone fully boots.

Key Combinations by Model

IP 320, 321, 330, 331, 335, 430, 450 Series

Press and hold keys: 1 + 3 + 5 + 7

Hold these four keys simultaneously during the boot process.

IP 501, 550, 560, 600, 601, 650, 670 Series

Press and hold keys: 4 + 6 + 8 + *

Hold these four keys simultaneously during the boot process.

VVX 101, 150, 201, 250, 300, 310, 311, 350, 400, 401, 410, 411, 450, 500, 501, 600, 601 Series

Press and hold keys: 1 + 3 + 5

Hold these three keys simultaneously during the boot process.

Timing is critical: Start holding the keys as soon as you see the Polycom/Poly logo appear, before the phone starts loading its configuration.

Step 4: Enter the MAC Address as Password

After successfully triggering the password reset mode, the phone will prompt you for a password. Enter the phone's MAC address:

• Use lowercase letters only (e.g., a not A)
• Do not include colons or dashes (enter 0004f28a1b2c not 00:04:f2:8a:1b:2c)
• For letters, use the phone keypad (press the number key multiple times to cycle to the letter: 2=abc, 3=def, etc.)

Step 5: Access Admin Settings

Once the MAC address is accepted, you can now access the admin menu:

1. Press the Menu button
2. Navigate to Settings > Advanced
3. When prompted for password, enter 456 (the default has been restored)

Post-Reset Recommendations

• Change the admin password to a new secure value if needed
• Document the new password in a secure location
• If provisioned by IntelliVoice, the phone will re-sync and may restore configured passwords

Troubleshooting

• Key combination not working: Make sure you start holding keys immediately when the logo appears, not before or after
• MAC address rejected: Verify you're using lowercase letters and no separators
• Phone boots normally: Try again; timing can be tricky on some models