Why do we need to factory reset the device? Normally, the Velox IP phones from Grandstream are set to auto-provision (automatically download updated device configuration from our servers) during a system- or manually-initiated reboot. However, some times, the device freezes or loses its identity, and it needs to be hard reset and provisioned from scratch again.
If the device is connected to the internet during the factory reset process, it will download its configuration, automatically provision itself and is good as new.
To factory reset the WP820 devices using the LCD menu:
1. On WP820 idle screen, go to Settings → Advanced Settings → Factory reset.
2. In the new window, confirm the reset using the left softkey.
3. Once confirming the factory reset, the phone will reboot with the default factory settings.
If this is not successful, make sure to double check the internet connection then try to factory reset again. Some devices may take a little bit longer to complete the process so try to leave the device for about 10-15 minutes then check for completion of the reset process.
If the device does not come online after 2 or 3 resets, please reach out to support@myvelox.com for further troubleshooting.