---
title: "Unable to Activate Third-Party Poly VVX"
slug: "unable-to-activate-third-party-poly-vvx"
updated: 2026-05-21T18:22:58Z
published: 2026-05-21T21:27:17Z
canonical: "help.8x8.com/unable-to-activate-third-party-poly-vvx"
stale: true
---

> ## 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.

# Unable to Activate Third-Party Poly VVX

## Symptom

When attempting to activate your third-party (non-8x8) Poly VVX phone, the screen gets stuck at *"Signing in..."* and you cannot activate the phone.

## Applies To

- Non-8x8 Poly VVX Phones

## Resolution

The recommended solution is to change the base profile to a generic profile. You can change the base profile through the Web GUI or on the phone itself.

### Change the Base Profile on the Web GUI

Before you begin, perform a factory reset on your phone. See [How to Reset Poly Phone to Factory Default Settings](/support/docs/how-to-reset-poly-phone-to-factory-default-settings).

1. Obtain the phone's IP address. See [Find the IP Address of a Poly Phone](/support/docs/find-the-ip-address-of-a-poly-phone).
2. On a computer on the same network as the phone, open a browser window and navigate to the **phone's IP address**.
3. Log in as **Admin** and enter the administrator password.
4. Navigate to **Simple Setup**.
5. Open the **Base Profile** section.
6. Select **Generic** as the **Base Profile**. ![4-600x37.png](https://cdn.us.document360.io/e3a59e39-abd3-4423-964c-0a4008dc5673/Images/Documentation/10368)
7. Click **Save**.
8. Allow the phone several minutes to reboot.
9. When the phone is back online, verify the login screen is gone.
10. Continue on to activate your phone.

### Change the Base Profile on the Desk Phone

An alternate solution is to change the base profile on the desk phone.

1. Exit the initial sign-in prompt.
2. Go to **Settings** > **Advanced.** Use 456 as your password.
3. Select **Administration Settings**.
4. Go to **Network Configuration** > **Base Profile**.
5. Press **Edit** to change the Base Profile to **Generic**.
6. Press back, and then select **Save Config**. Your phone should reboot automatically.

## Cause

Poly VVX phones not provided by 8x8 are sometimes configured with the **Lync Base Profile** selected, instead of the **Generic Base Profile**. This prevents the phone from registering with 8x8 services.