Cannot reset Htek UC912G After Firmware update

[meh]

3CX Version: 18.0 (Build 461)
Phone: UC912G
Firmware :
BOOT--2.0.5.16(2018-07-30 18:43:00)
ROM--2.0.6.5.30(2022-03-28 16:53:00)
DSP--9.0.3RB(Patch 1.0.16M)

On previous firmware versions, the phones can be reset to factory default after pressing "* * * " followed by " x ". After the update, the combination does not work.

I have some phones, which after the update, does not have the correct IP, ( shows 0.0.0.0 ). These phones cannot be reset as there is no way of accessing the web UI or view the 3cx provisioned password for the web gui. And the factory reset combination does not work.

 

[JohnS_3CX]

Hi,

As described here: https://www.3cx.com/sip-phones/factory-reset-htek/

You are using a phone with an X button, so try holding X for about 10-15 seconds, you should get a menu that allows you to reset the phone.

 

[meh]

Hi, thanks for the replied.

This method does not work after the update

 

[JohnS_3CX]

Are you able to login to the webUI using the password that 3CX provisioned? You can reset from there too.

I also tried following our guide and it worked for me when using this method below. The phone will not notify you, it will simply reboot itself and carry out the reset

 

[meh]

Which firmware was the phone on?
I have tried several times already, the guide works for phones not on the ROM--2.0.6.5.30.

For the phones on the said firmware, nothing happens.

 

[cobaltit]

This sounds a lot like a Htek problem which should be directed to Htek support. 3CX does not determine what button sequence will factory reboot a phone. That is PBX agnostic.

 

[JohnS_3CX]

Hi I was using 2.0.6.5.30 and I was able to verify it with UC912P (the non gigabit variant that takes the same firmware). A minor detail I should mention: it might not work the first time as soon as the phone loads up. At my 2nd attempt I was successful.

If you are still having issues, try contacting Htek for support.