Factory Reset (Phone Reboot)

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Before performing a Factory Reset to reboot a phone, consider the following:

Use the instructions below for the brand and model of phone used in your ShoreTel Sky phone system:

Using ShoreTel Phones

The following instructions explain how to perform a factory reset to reboot ShoreTel 400 Series IP phones, which include models 480, 480g, and 485g:

  1. To clear the current configuration, do the following:
    1. Press the Mute button (microphone with a slash through it)
    2. Use the phone's keypad to dial 25327 (CLEAR) and press the # key
    3. If the phone does not automatically reboot, press the Clear soft key
    4. The phone reboots and the "Assign user" screen appears on the phone
  2. If you do NOT see the "Assign user" screen, the phone rebooted to an incorrect configuration. To troubleshoot, determine the following:
    • If you see a Details soft key, press it and then perform the steps (beginning with step 3) that are listed in our TFTP/Config Server Change article for ShoreTel 400 series phones.
    • If you see anything else, go back to step 1 above and after the phone reboots, when prompted to "press any key to enter setup," do this within 5 seconds, then perform the steps that are listed in our TFTP/Config Server Change article for ShoreTel 400 series phones.

Note: In most instances, only step 1 above is required to reboot your phone. However, if the DHCP configured on your phone is for an instance (cluster) that is not assigned to your account, the phone obtains the incorrect Config Server address and step 2 above is required to access and change the Config Server address on the phone.

Using Cisco Phones

The following instructions explain how to perform a factory reset to reboot Cisco 7900 series phones (by model numbers):

Cisco 7960 and 7940

  1. Hold # while you plug it in.
  2. When the screen shows a message similar to "Factory Reset Detected", release the # button and press 123456789*0# in sequence.
  3. When the screen shows a message similar to "Save Configuration", press 2 for "No".
  4. This will reset the phone to factory defaults.

Cisco 7941, 7961, 7965, 7970 and 7971

  1. Hold # while you plug it in.
  2. When the line indicator buttons illuminate in sequence, release the # button and press 123456789*0# in order.
  3. The screen will turn "black" and the phone will reset to factory defaults.

Alternate Option:

  1. Hold # while you plug it in.
  2. When the line indicator buttons illuminate in sequence, release the # button and press 3491672850*# in order.
  3. The line indicator buttons will illuminate "red" and the phone will go through a series of reboots.
  4. This process can take a very long time (sometimes overnight).
  5. When complete, the phone will have been reset to factory defaults.

Cisco 7937 Conference Phone

To perform a factory reset, press the Applications button, and then press **1

Related Topics

Phone Log In
Supported Phones and Devices
TFTP/Config Server
ShoreTel Sky Support
Resolve Issues via Support Cases


Article: 000004535