Polycom VVX Admin Password Change - lost when phone reboots

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We have several Polycom VVX 410 desk phones under our account and this issue is repeatable on all phones.

After a phone is provisioned with RingCentral, in the upper-right hand corner where the time is displayed, a triangular red exclamation symbol appears every other second.

I logged into the phone via IP as Admin / 456 and saw a warning in the upper-right hand corner to change the default admin password.

I changed the password, the triangle red symbol disappears, and time is always displayed... until the phone is rebooted.

After the phone boots up again, the triangle symbol is back, and the default admin password of 456 overwrites whatever I had setup previously.

Looking for a resolution here.  

Thank you.
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El W.

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Posted 3 months ago

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Sheila Quintos, Employee

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For Polycom supported models that are not bought or locked with RingCentral but are setup using assisted provisioning, what you are seeing on the phone is a normal behavior, the phone will just be using the manufacture's password and gets that exclamation mark warning.

Here's how you can clear the warnings though, hope this helps. 

Menu > Settings > Status >Diagnostic >Warnings > Clear warnings


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El W.

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Hi Sheila - I can clear the warning, but it comes right back after I reboot the phone... so this does not work.
(Edited)
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Jeff Salisbury, Champion

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We purchased our VVX-311 phones from CDW and had the same issue. We opened a support ticket and they were able to "lock" the phones based on MAC address. Once that was done we just had to clear the warning using the menu options that Sheila mentioned.


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El W.

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Hi Jeff,

I contacted support via chat this morning.  They told me two things:
#1 this forum is user opinion only (?)
#2 "I consulted this with our specialist here and they confirmed that we cannot lock 3rd party phones with RingCentral. Phones that are locked are phones which was ordered or purchased from RingCentral."

I asked to escalate this request but the rep said that made no difference, I would hear the same thing.

Any suggestion on a next step?

Thanks.
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Jeff Salisbury, Champion

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If you have a Sales Account manager I would ask for his/her help. It’s true that Champions can’t speak to RC’s latest policies, but sharing experiences is different than offering opinions. It is a fact that support did this for us in the past, and my opinion is that it doesn’t make sense that they would not offer to do this going forward unless they were deliberately trying to discourage customers from buying phones elsewhere. My experience suggests that they would not do this, so I suspect the Tier 1 support tech is misinformed. Wish I could help more...
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Cecile Glassy, Champion

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You can have support push a new config file to all phones on your RingCentral account including your new Admin password to protect you from others monkey ingredients with your settings. We have 2287 Polycoms and it would be a nightmare to deal with if we had not done this. Contact your Customer Account Manager to request this.
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El W.

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Hi Cecile,

I contacted support via chat this morning.  They told me two things:
#1 this forum is user opinion only (?)
#2 "I consulted this with our specialist here and they confirmed that we cannot lock 3rd party phones with RingCentral. Phones that are locked are phones which was ordered or purchased from RingCentral."

I asked to escalate this request but the rep said that made no difference, I would hear the same thing.

Any suggestion on a next step?

Thanks.
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El W.

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I had no idea we'd receive responses so quickly!!! Thank you everyone!  I am calling into support now for this update.
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El W.

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Well as a follow-up for everyone in this thread - after speaking with tech support, our account manager, and our account manager speaking to tech support & provisioning, there is no way to lock 'our 3rd party devices" to RingCentral in order to avoid this warning message upon each and every reboot.
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Jeff Salisbury, Champion

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El - Thanks for sharing that and sorry that the client experience has changed for the worse :(.
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El W.

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Maybe that's the case.  No one seemed to understand what I was saying, even though I put screenshots into an email and made the description of what we wanted to do as short and as sweet as possible.

They thought we had "locked phones" from another or previous carrier and directed us to speak with them to "unlock them" which is the exact reverse of what we were asking.

Then the "solution" was exactly what the RingCentral employee Sheila reported above, to clear the warning after each reboot.  I'm fine with that, but I know it's going to cause issues with users and wasted time with support tickets on our end.