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Basic Troubleshooting- HPBX- 

Polycom VVX Phones

clienttraining@granitenet.com  |  866.847.1500  |            Granite Telecommunications

DON’T HAVE DIAL TONE!

Is the phone powered on?

•If the power is not on, please have the site confirm that the connection is POE (Power Over Ethernet). 

If they are not using POE, please confirm that the power brick is plugged in.

•If you take the phone and plug it into a different jack, does it act differently? It is best to check on a 

jack where there is an already working phone (if they are unable to unplug it briefly). This will help 

isolate the issue (is it the phone itself or is it the jack it is plugged into). Keep in mind the number 

travels with the phone. Each phone has a MAC address,each number is associated with that MAC 

address (the MAC addresses are located on the bottom of the phone). This means you could 

essentially take a phone home and it would still have the same number.

•If the power is on and there is no dial tone, try rebooting the phone (pressing and holding 1,0,and 3 on 

a Polycom phone).

Once all of these steps have been taken and the phone does not have dial tone, please reach out 

to Granite’s NOC noting that all of the above steps were taken. This allows them to skip some basic 

troubleshooting and begin looking into the real issues, getting the trouble resolved ASAP.

What does your screen show?

•If there is an X next to the number instead of a check mark then the phone is not on the network.

•Try rebooting the phone (pressing and holding 1,0, and 3 on a PolyComm phone)

•If this does not work (especially if it was just plugged in for the first time), try reopening the 

Authentication window. This can be done from the Phones tab in the Admin portal. Either you or the 

customer can do this. Once opened, have the customer reboot the phone again to see if it is able to 

get on the network.

•If this doesn’t work, have them confirm that the jack is connected to the internet. Try moving the 

phone to a jack that is confirmed as working to eliminate the site’s internet being down as the root of 

the issue.

This is does not work, you can reach out to Granite’s NOC. They may advise a factory reset is the next 

step. A site can do it themselves if they are comfortable by following the below steps. Keep in mind 

the Authentication window will need to be opened for the phone to come back online during a factory 

reset. This can be done via the Admin CommPortal. PDF directions available.

Factory resetting a Polycom device:

•Step 1: Hold 1-5-3 down until you hear a tone

•Step 2: Select “

Mode

” then option 3

•Step 3: Enter the password

•For first time use/phones that have not authenticated, use 

456

•For authenticated phones, the password will be 

!dm1npass

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