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aet2hagai0sh avatar image
aet2hagai0sh asked mike commented

Permanently chaning the user and admin passwords on Polycom VVX 410

As the title indicates, I'm having trouble getting password changes to persist between phone reboots on Polycom VVX 410s. Via the phone's Web UI (or on the phone) I can change the passwords, however, those changes are reset to factory defaults once the phone reboots. The effects are pretty obvious: 1) The passwords are incredibly weak and well known. 2) Users have the ability to log in via the Web or phone UI and make breaking (or unapproved) changes.

Can anyone shed light on what's happening and how I can fix it?
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aet2hagai0sh avatar image
aet2hagai0sh answered mike commented
They were not purchased from RingCentral. I have five VVX 410s, and they all exhibit the same behavior (MACs below):
  • 00:04:F2:DD:77:B6
  • 00:04:F2:C1:B4:33
  • 00:04:F2:DD:75:66
  • 00:04:F2:DC:B3:6F
  • 00:04:F2:C1:C7:47
I understand your support options may be limited since we didn't purchase them through RC, but I'd appreciate any help you can provide. The phones don't appear to be locked out in any way, shape, or form since I am able to change the passwords (and any other settings I've tried) for the duration of the phone's uptime. Other settings are persisting just fine, including the provisioning server information.
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mike avatar image mike commented ·
No problem. It never hurts to post here. In this particular case it will likely need to be escalated to T3 support or engineering so will require a case. 
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mike avatar image mike commented ·
Can you please confirm if you are referring to the pin  to  retrieve voicemail? Or the actual password to access the IP address?   If they are 3rd party phones you will want to contact the seller. 
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aet2hagai0sh avatar image aet2hagai0sh commented ·
No, I'm not referring to the voicemail PIN. I haven't heard any complaints about that being a problem.

It's the user and administrative accounts on the phones themselves. If I go into the phone settings (on the physical device) and change the user password away from the default value of '123', it sticks until the phone reboots. Once the phone reboots, the user password once again becomes '123' and the "status bar" in the top of the phone's screen shows a flashing warning symbol because the password is set to the default value.

Likewise, the admin password behaves the same way. Because the phones reset to the default value, the users have the ability to log into the administrative features on the phone if we don't manage to change the password in time.

To be clear, the password change does take effect as long as the phone stays up. Trying to do anything that requires admin credentials requires the new password up until the reboot, then it resets. Really frustrating to say the least.

As for contacting the seller, my boss purchased the phones from several independent sellers. They all behave exactly alike. Should we be attempting to contact Polycom on this? As far as I know, we have no direct relationship with them and I don't see getting support from them going any better ...
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mike avatar image mike commented ·
You may want to reach out to Polycom. The default password is generally "456", not "123".  You may want to try their Support Community:  http://community.polycom.com/polycom/?category.id=Support_Community
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aet2hagai0sh avatar image aet2hagai0sh commented ·
I will try to reach out to Polycom, but your statement is actually incorrect. The default *user* password is 123, while the default *admin* password is 456. Neither stick properly. Thanks for trying. I'll see what I can find through other channels.
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mike answered
We'll have to look into this. I'm changing this to a private conversation. Please reply back with the serial numbers for the phones? Also did you get the phones from RingCentral?
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