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Reset Polycom completely

carlosmp
Posts: 15
 Member Since:
2006-06-06
Submitted by carlosmp on Tue, 09/25/2007 - 12:35pm.

Hi,

I'd like to know if there's any way of completely wiping out the Polycom config files, sample files, etc. from the tftpboot directory. All 3 of our 500 phones have gone dead on us, and I know it's something to do with the firmware, the sip_212, etc. I've wasted too muich time already trying to get the different server1.cfg, server1_212.cfg. They just seem to keep grabbing the wrong info. I have other temporary phones, but I'd like toget the 500s working.

Also, what's the best way to get the 500's working again? I've found the posts on running the setup-polycom and setup-polycom220. What is the error that the commands need to be run? Given that the endpoint manaer only lists the 501, willl the cfg files tell the phone to identify itself to grab the right set of files?

TIA,

Carlos.

‹ Free Polycom-compatible sampled ringtones Phones dissapearing after ntp change? ›

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Mitchell
Posts: 266
 Member Since:
2007-04-12
The IP300 and IP500 are not
Wed, 09/26/2007 - 11:32am

The IP300 and IP500 are not supported by 2.2.0 firmware. Please see the URL below. However, BootROM 4.0.0 you're okay across all current models.
http://knowledgebase.polycom.com/kb/search.do?cmd=displayKC&docTy...

Keep those units on v2.1.2.
To wipe the phones clean, I'd suggest the following. Do all options in MENU, 3, 2, + , 1, 4 = Reset to Defaults.
1. Reset Local Config. Please delete MAC-phone.cfg from your config server manually.
2. Reset Device Settings = *468
3. Format File System, but make sure you have the bootrom and firmware on your config server for these units. I've had situations where sometimes it needed them and other times it didn't. Can't recall the differences at the moment, but just have them ready in case. I'd use FTP for these phones to control where the BR and firmware will be loaded from with exception to your other phones.

Hope this helps.

Mitch

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Mitchell Malilay
Systems Engineer, Polycom


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carlosmp
Posts: 15
 Member Since:
2006-06-06
Where can I download the
Wed, 09/26/2007 - 2:47pm

Where can I download the files? I didn't get a phone1_212.cfg or sip_212.cfg with the packages from trixbox. Also, I don't know what the original 00000.cfg file looks like. I know what Polycom wants from the TB, but I know trixbox has a different format. Does anyone have a good 00000.cfg file?


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Mitchell
Posts: 266
 Member Since:
2007-04-12
You can download Polycom
Wed, 09/26/2007 - 3:24pm

You can download Polycom firmware and bootrom from www.polycom.com, not including the latest GA code. You can register for PRC login, if you don't already have one. For the latest s/w, v2.2.0 and BR 4.0.0, the "yum update" process will get you it, but I don't have a TB and can only comment on this from reading other posted messages.

Mitch

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Mitchell Malilay
Systems Engineer, Polycom


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skister
Posts: 1
 Member Since:
2007-10-02
Re: Reset Polycom completely
Tue, 10/02/2007 - 6:21pm

Mitch, is there a way to reset the phone without booting it? My SIP 501 rev L phone is stuck in a reboot cycle and can not get to the main menu to restore to factory default (I can get to the setup menu)

The cycle is

Waiting for network to initialize...
Starting to provision
Could not contact boot server, using existing configuration.
Loading application...
Running App = sip.ld
<A screen flashes up very quickly here, something about this will take a few seconds, IP Adress: ... >
Config file error, Error is 0x4020
... repeat

I have used tcpdump, and the phone is not even contacting the ftp server, so I don't know how to get new software on it or remove the bad configuration. The only network traffic is
18:12:26.021013 IP server.bootps > 10.0.10.197.bootpc: BOOTP/DHCP, Reply, length: 310
18:12:31.020492 arp who-has 10.0.10.197 tell server
18:12:32.020444 arp who-has 10.0.10.197 tell server
18:12:33.020394 arp who-has 10.0.10.197 tell server

I can use 468* to reset it, but that only wipes out the boot setup and ftp information.

I tried unplugging the network, but still could not boot it.

The About screen shows the version is
3.2.2.00019 24-Aug-06 18:05

I have 20 other phones that are working, so I know my basic setup and ftp server are valid.

Thanks, Scott


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Mitchell
Posts: 266
 Member Since:
2007-04-12
Your error code indicates a
Wed, 10/03/2007 - 2:16pm

Your error code indicates a config error. I had a phone with similar issues and was able to isolate it on its own switch. I then set a static address via the setup menu and pointed it to my notebook PC as its FTP server using a clean all zeros.cfg renamed to its MAC.cfg and using the default phone1.cfg and sip.cfg. This allowed the phone to complete the boot and idle. Then attempt to reboot from the production network.

Just in case, you may want to check if a MAC-phone.cfg (override file) exists on your config server and delete it. If you had a file, you will also want to CLEAR LOCAL CONFIG on the phone via Menu, 3, 2, admin pswd + enter, 1, 4, 1 (pardon if I'm wrong as I'm recalling from memory) before rebooting on the production network.

Hope this helps.

Mitch

--

Mitchell Malilay
Systems Engineer, Polycom


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dwclarkNU
Posts: 4
 Member Since:
2007-07-02
Possible Solution
Mon, 05/12/2008 - 5:02am

Please check out my blog posting regarding a similar issue I was having, it might help, it might not.

http://dwclarknu.blogspot.com/2008/05/polycom-ip330-and-0x4020.ht...


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allanlee
Posts: 6
 Member Since:
2008-03-03
MAC address is the password to reset flash
Thu, 08/14/2008 - 11:59am

Hello,

I just wanted to update this post. When you press *468 to reset a Polycom IP 501, it will prompt you for the password. The password you need to enter is the MAC address of the phone.

That should reset all settings to factory.

Thanks to David Pekarna for this info.


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Mitchell
Posts: 266
 Member Since:
2007-04-12
Um... the password is 456
Tue, 09/09/2008 - 10:40am

Um... the password is 456 (default) or what you set the admin pswd to. Are you really setting the device's admin password to the MAC on all the phones?

Mitch

--

Mitchell Malilay
Systems Engineer, Polycom


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buddyspike
Posts: 7
 Member Since:
2007-12-26
admin password .. MAC address ?
Mon, 11/10/2008 - 1:45am

4 6 8 and * for 5 secs will do a multiple key file formating reset of the unit, you still will need to do a local configuration reset and device settings reset first to do a complete wipe (all 3). Am I missing something here? Does MAC address handle some sort of triple play wipe out?!?


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hkgonra
Posts: 73
 Member Since:
2008-12-04
I have 26 phones up and
Tue, 05/19/2009 - 4:06pm

I have 26 phones up and working fine, I switched a phone , deleted the old phone in endpoint manager and followed the normal setup process on phone and endpoint manager that I used on all others but this one for some reason keeps creating a macaddress-phone.cfg file in addition to the other two .cfg files it normally creates.
The phone will not work and I have tried twice now deleting the mac-phone.cfg from tftpboot and formating file system but it keeps coming back.
Any suggestions ?


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jray
Posts: 135
 Member Since:
2006-07-06
It is the override file from
Tue, 05/19/2009 - 4:28pm

It is the override file from where settings were changed in the web control panel on the phone. You need to reset the device settings in the phone, not just format.

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Jonathan Ray
Proactive Networking
www.pronetindy.com


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