Factory reset process

Factory reset process


  • Reseller level permissions to clear credentials
  • Access to portal

First Step - Clearing Auth Credentials

Before factory resetting your device you need to first perform a task in the portal.

Please note, if you do not see these options then please contact Support before factory resetting the device.

  1. Log into the portal
  2. Navigate to the domain you need to work on
  3. Go to Inventory -> Phone hardware
  4. Find the phone you wish to factory reset and click on the edit button
  5. Click on advanced
  6. If you are factory resetting a Polycom device, record the Auth password as you will need this.
  7. Clear out everything in the Auth User and Auth Pass

Grandstream factory reset

  1. On the phone itself, navigate to the menu(Usually the center button in the D-Pad)
  2. Find System, select it.
  3. Scroll down and find the option Factory reset, Select it.

Note: DO NOT factory reset without consulting support first, as additional steps are required for the redirection servers to allow the phone to reach us again. 

  1. On the phone itself, find the X Button (Or the OK Button)
  2. Press the X button and hold it for around 10 seconds
  3. The phone should reboot and factory reset itself

Htek factory reset

  1. On the phone itself, dial ***
  2. Then press and hold the button
Htek - 921G factory reset
  1. On the phone itself, open the menu 
  2. Dial ***
  3. Press and hold # for at least 10 seconds
Polycom factory reset

  1. Power off the phone
  2. Power the phone back on
  3. When you see "Starting application" hit cancel
  4.  As soon you see the "Welcome" message press and hold "1","3" and "5" at the same time
  5. You then be prompted to enter the password
  6. Enter the Auth password that you recorded in the "First Step - Clearing Auth Credentials", The password is case sensitive.
  7. The phone will now factory reset itself.

Avaya J Series
  1. Go to settings on the phone
  2. Go to administration
  3. Default phone password is 27238
  4. Go to Reset to default
  5. The phone will now factory reset

  1. Press **## to reboot.
  2. Long press  # while the phone boots up in "Rescue Mode"
  3. Chose Option 1 "Settings reset"

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