How to Actually Factory Reset a Poly CCX 500 (When the Normal Reset Fails)

Most IT folks have been there: you’re decommissioning or repurposing a Poly CCX 500 phone, and the standard factory reset doesn’t work. Whether you’re locked out, stuck in a provisioning loop, or just trying to clean the slate, a stubborn device can waste hours of your time.

Here’s how to force a true factory reset on the Poly CCX 500 — the right way, especially when the soft reset menu isn’t accessible or effective.

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The Usual Method (That Sometimes Fails)

The default factory reset process is supposed to be simple:

1. Power on the phone.
2. When prompted, press and hold both the “Mute” and “Volume Down” buttons until the LED lights start flashing red and blue.
3. Follow the on-screen prompts to reset.

If that works for you — great. You’re done.

But in real-world environments, especially with previously managed devices (Teams mode, locked down via provisioning server, etc.), that reset option may be unavailable, grayed out, or just ignored. That’s when you’ll need to go deeper.

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The “Real” Factory Reset: Using the Admin Menu via Button Combo

If the soft reset isn’t working, or the device is stuck in a provisioning loop, here’s how to access the hidden reset option:

1. Reboot the phone manually. Unplug and replug the power (or Ethernet if using PoE).
2. While it boots, press and hold these three buttons:
   • Volume Up
   • Volume Down
   • Home Button (the physical button with a little house icon)
   Keep holding until you see a screen titled “Maintenance Mode” or similar.
3. Once inside, use the touch screen to navigate to Wipe Data / Factory Reset.
4. Confirm your choice.

This will truly wipe the phone — including any provisioning settings, Teams login profiles, and configuration data.

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Still Having Trouble? A Few Tips

• If you’re stuck in a Teams loop, check if the device is enrolled in Intune or a Teams provisioning service — you might need to remove it from the tenant first.
• Some managed devices may have a reset pin/password set — if prompted, try 456 (Poly’s default), unless it was changed.
• After the reset, you may need to switch back from Teams mode to SIP mode depending on your environment.

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Final Thoughts

This isn’t rocket science, but it’s one of those annoying “tribal knowledge” things that a lot of sysadmins run into without documentation. I keep this trick in my internal KB just in case someone on the team inherits a locked-down CCX and needs to reset it properly.

Got another stubborn device you’re trying to factory reset? Drop me a note — always happy to test or troubleshoot.