Polycom SoundStation IP 6000 - not able to factory reset

[N3Stuart]

I am having issues factory resetting a couple of Polycom Soundsation IP 6000

When trying to reset with the IP address: it states "Page not found"

One that we did factory reset keeps looping & restarting. 

Does anyone have any input? 

Thanks,

nla

[JeffatZoom]

Poly provides instructions for factory resetting without access to the webpage here:

https://www.3cx.com/sip-phones/factory-reset-polycom-soundstation/

For the Soundstation that is looping and restarting are you able to access its webpage at any point?  The 6000 needs to be manually provisioned to register to Zoom Phone via the phones local webpage.

[Eliot · Accepted solution]

hi n3stuart,

According to zoom support article, SoundPoint IP 6000 are Poly end-of-sale models. Zoom will be removing support for these models in the near future.

Zero touch provisioning is not supported.

As of 4/17/2024, firmware is 4.0.14.1580G (displayed as 4.0.14.1580 after upgrade)

Zoom Phone Certified Hardware

Zoom support article explains provisioning for  ip 6000.

“How to provision the SoundStation IP 6000

Some Polycom IP 6000s might be unable to provision even if the device is not an end-of-sale model (manufactured after January 2010). These models have an outdated updater (Boot Loader) version that does not support TLSv1.2. This causes provisioning to fail since Zoom Phone enforces TLSv1.2 for all the incoming provisioning requests.

By default, the device will try to upgrade the updater after the reboot or during the first initiation. However, the updater directory is not provided by Polycom due to the outdated firmware version, causing a reboot loop and failing provisioning.

Follow these steps to upgrade the IP 6000 using a custom server address:

Follow the instructions to access the web interface of the device.

On the home page, check the Updater Version. Make sure it is lower than 5.0.14.

If the Updater Version is lower than 5.0.14, click the Utilities drop-down menu then select Software Upgrade.

Make the following changes:

Server Type: Select Custom Server.

Custom server address: Copy and paste this URL,

http://s3.amazonaws.com/hybridupdate.zoom.us/pbx/soundstation6000/all.xml

Click Check for Updates.

In the Software available at custom server drop-down menu, select 4.0.14.1580G.

Click Install.

The update process will take 5-7 minutes. The IP 6000 may reboot several times.

Note: After following completing these steps, make sure to complete the assisted provisioning steps in this article. After provisioning, confirm the following information on the web interface home page:

Updater Version: 5.0.14

UC Software Version: 4.0.14.1580G

If the above steps fail to provision the phone, follow these steps:

Power cycle the phone.

Press Cancel during the boot process.

During the countdown, press and hold these dial pad keys: 6, 8, *.

Enter the admin password. If don't know the admin password, enter the MAC address of the phone. The MAC address should be visible on a label on the bottom of the phone.

Note: The default admin password is 456 or 789. If you're still having issues signing in, contact the vendor of the phone. If you set the admin password globally or you have a HaaS device, you can view the password in the Zoom web portal.

Press OK.

The phone will reboot and reset to factory default. This can take several minutes.

Follow the steps above to provision the phone.

Make sure the date and time are correct on the phone's home screen.

Navigate to Settings > Status > Network > TCP/IP Parameters. Make sure the DNS server is set to 8.8.8.8 and 8.8.4.4.

Navigate to Settings > Advanced > Administration Settings > TLS Security > TLS Applications. Make sure the TLS Protocol for all applications is set to TLS 1.2.”

Poly assisted provisioning guide (zoom.com)

Did my response answer your question? If so, please don't forget to mark the reply as an accepted solution.

thanks,  eliot

[N3Stuart]

Thank you!

[CarlaA]

Hi @N3Stuart!

After reviewing your post I went ahead and marked @Eliot's reply as the accepted solution. Please let us know if you have any further questions!