---
title: "Poly Phone is Not Provisioning"
slug: "poly-phone-is-not-provisioning"
updated: 2026-05-11T17:58:11Z
published: 2026-05-21T21:27:00Z
canonical: "help.8x8.com/poly-phone-is-not-provisioning"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Poly Phone is Not Provisioning

## Symptom

Poly phone isn't accepting the 8x8 provisioning after following [How to Reset Poly Phone to Factory Default Settings](/support/docs/how-to-reset-poly-phone-to-factory-default-settings).

## Applies To

- Poly Phone Models VVX 101 - VVX 601

## Resolution

1. Make sure that your phone is pulling an IP address (**Home** > **Settings** > **Status** > **Network** > **TCP/IP Parameters** > **IP Address/IPv4 Address)**.
  - If not, try connecting the phone to a different known working location which pulls an IP address and try provisioning again.
2. Make sure that the phone has undergone a complete factory reset before provisioning.
3. Confirm that the device has the factory certificate installed (**Home** > **Settings** > **Status** > **Platform** > **Phone** > Device Certificate should be Factory Installed).

### Upgrading Firmware Version

1. Make sure that you have the latest firmware version updated on the phone. (**Home Button** > **Settings** > **Status** > **Platform** > **Application** > **Main** > **Version**).
2. Reach out to 8x8 Support team to know the latest firmware version.
3. If you are asked to upgrade the firmware version, see [How to Upgrade or Downgrade Poly Firmware](/support/docs/upgrade-or-downgrade-poly-firmware-stuck-on-old-firmware).

## Cause

Various causes for not provisioning could be network cables, not having the factory certificate installed, incomplete factory reset or even a defective phone.

## Additional Information

If the phone doesn't provision after following the above checks, create a case with 8x8 Support.