Polycom VVX Phone Asking to Sign In After Activation
After completing provisioning on a Polycom VVX phone, the screen may show a Line Unregistered error and prompt you to Sign In. This happens when the phone’s Base Profile is set to a mode that expects Microsoft or BroadSoft credentials rather than standard SIP registration.
Affects: Polycom VVX series phones (all models)
Symptom
Section titled “Symptom”The screen displays:
- “Line Unregistered” status on one or more lines
- A Sign In option in the menu
The phone is not making or receiving calls.
Resolution
Section titled “Resolution”Change the Base Profile on the phone from its current value to Generic. This puts the phone in standard SIP mode.
- On the phone screen, exit out of the Sign In prompt (press Cancel or the Home button).
- Press the Home button and navigate to Settings > Advanced.
- You will be prompted for the admin password. Use the password provided by your SIPSTACK administrator.
- Select Administration Settings.
- Navigate to Network Configuration > Base Profile.
- Press Edit and change the value to Generic.
- Press back, then select Save Config.
The phone reboots automatically and registers to SIPSTACK using the provisioned SIP credentials.
Tip: If you do not know the admin password, contact your SIPSTACK administrator. The password is set during provisioning and is separate from your extension or portal credentials.
Still Not Working?
Section titled “Still Not Working?”If the phone still shows Line Unregistered after changing the Base Profile:
- Confirm the phone is connected to the network and can reach the internet
- Verify the provisioning URL is correctly set (contact SIPSTACK support if you are unsure)
- Contact SIPSTACK support with the phone’s MAC address and the error displayed