Important: reach out to Tier 2 in the ISS Helpdesk Voice Chat for approval before resetting any device.

History

In older firmware, Yealink allowed a factory reset method that involved holding down the speakerphone button while powering the phone on.  This factory reset method was unofficially known as the Long Press method and was sometimes utilized by Support to quickly factory reset a Yealink desk phone.  This method of factory reset was removed from the firmware by Yealink as it was not an officially supported factory reset method. After Intermedia updated Yealink desk phone firmware in August 2018, this method no longer works.

This becomes a problem when customers cancel service and do not realize they need to document their admin passwords.  Once a customer’s account is canceled, our ability to update or change their admin password becomes problematic.

 

Resetting Admin Password

Intermedia worked with Yealink to come up with an alternate method of resetting the admin password for Yealink desk phones.  This method uses an existing feature of Yealink desk phones which allows you to enter a service activation code.  Instead of activating service, however, we set up the feature to function in a way that causes the phone to call home and get the default password (admin) to access the phone's Web UI.

The feature works on all Yealink desk phone models that Intermedia supports, on Intermedia Unite platform only, provided the following conditions are met:

  1. The desk phone must be running a firmware version from Intermedia (Intermedia uses custom firmware versions created for us by Yealink).  Minimum firmware for this feature to work are:
    • T40P: 54.81.107.4
    • T41P: 36.81.107.4
    • T42G: 29.81.107.4
    • T46G: 28.81.107.4
    • T48G: 35.81.107.4
    • T42S: 66.83.107.2
    • T46S: 66.83.107.2
    • T48S: 66.83.107.2
  2. The desk phone must be still programmed with an Intermedia provisioning server URL.
  3. The phone must fail to register with Intermedia server (displaying No Service on the screen), however, it must have an IP address and Internet connection.

Provided these conditions are all met, the method to reset the Web UI password is:

  1. Dial **7283 on the desk phone
  2. A pop-up notification appears stating Auto-P now?
  3. Press Yes
  4. There will be no visible changes, however, you will now be able to log into the phone's Web UI with the default credentials (admin/admin)

Note: this method does not work if the phone has been provisioned on a 2.0 account.

TFTP Recovery Method

Read the Knowledge Base article on How To Recover Yealink Phones Via TFTP for more information.

USB Recovery Method / Firmware Upgrade/Downgrade

In the event that the phone is not provisioned with Intermedia's servers or has been factory reset and the webUI cannot be accessed, it is possible to recover the phone using a USB stick and copy of the firmware.

To get started ask the customer if they have a flash drive/USB stick that can be formatted. If they agree, perform a standard quick format using default settings (if this is a MAC, google how to format a USB on a mac for windows and keep following the steps listed below)

Note: if the customer has a USB stick and agrees to format, the file system to use is FAT. NTFS is the default setting and the format does not allow the phone to read the USB drive if formatted with NTFS. The format type to use would be FAT.

  1. Navigate to TFTP Recovery Download Site and choose the folder with the Yealink model that you are working on
  2. In the upper right corner, click the Download All button. This will save a zip file on the machine
  3. Unzip the file so that you have a folder named Yealink XXXXX. Take the contents of the folder(should be 3 files in total: XXXXX.bin XXXXX.rfs XXXXX.rom) and transfer them to the USB drive. There is also a way to up-/downgrade the firmware downloaded from the official Yealink website, however, it has not been tested within Intermedia network, therefore, it may cause some issues.
  4. Have the customer unplug both power and internet cables from the Yealink phone
  5. The customer will need to locate the USB slot on the back of the phone and plug the USB drive in
  6. A special boot-up sequence is required; to achieve this boot up have the customer hold down the Speaker button and then plug the power cable into the phone
  7. The phone will boot up and present two options - TFTP or USB
  8. Select the USB option
  9. The phone will perform several reboots after which functionality should be restored.