UC320W password recovery

Unanswered Question
Oct 24th, 2013
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Hello tech guru,

Our previouse admin reset the password and left the company. How do I recover the login and password with out losing the configuration for UC320W?



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Nima Norbu Fri, 10/25/2013 - 03:25
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Hi Sivakumar,

From the UC320 configuration utility, you don't option to recover the forgot password but to hard reset the device to factory default.However, i would suggest to contact SBSC engineer or open a case with the SBSC and ask that the engineer contact Level 3 support for assistance with password recovery.  Please have the WAN MAC address handy (found on the label on the bottom of the unit) when you open the case as we will need that. 



fscharz Thu, 10/31/2013 - 01:52
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Hello Sivakumar,

I am from the SMB Support in Europe.

Please send me a private message with your contact details. I am sure we can fix this issue.



P.S no MAC address needed

jonwayne81 Tue, 03/25/2014 - 10:19
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I am having the exact same issue. Original tech left, and I have no way to get in the customer's router and I need to add a line for them. Any help would be greatly appreciated.

dimensyssrl Tue, 02/21/2017 - 07:41
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Thanks but it's an useless document, because it involves me getting logged into device (and it's my problem indeed).


pricecm53542 Fri, 02/13/2015 - 20:13
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I am in the same boat.  IT Person left without admin credentials to this router.  Can you assist? Have tried calling but always get hold music for hours.

dimensyssrl Mon, 02/20/2017 - 07:34
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Hello Friedrich.

I cannot figure out how to write you a private message.

I got the same issue, and TAC engineers don't help me due to EoS date of the product.

In the hope that you read this message, I ask you a help if you can.

Thanks in advance.


Dan Lukes Mon, 02/20/2017 - 10:26
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    2017 Small Business

No one like to be the bearer of bad news, but ...

Click @fscharz  profile, check date of their last activity (3 years ago), then consider your chances ...

Even trusted administrator (which seems not to be your case) may be victim of deadly accident. There must be backup of critical passwords in your company.

So sorry to saying, but sue your former administrator and take a lesson from it.

dimensyssrl Tue, 02/21/2017 - 07:37
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Hello Dan.

Thanks for your "sympathy".

Just to clarify (I shouldn't but...): I've got a new customer, they lost the password, so I'm trying to help them.

I'm aware that I must backup critical passwords, your words don't help to solve the problem...



jforbis Wed, 07/30/2014 - 09:35
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I have just inherited a customer with a UC320w as well and no password is available. Is there a published method to reset the pw and keep the config?

Nima Norbu Thu, 07/31/2014 - 02:04
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Hi jforbis,

If you have a saved site backup, or have the backup automatically going to the USB key on a weekly basis, you can factory default the system.  Log in and set new user/password, then restore the site backup.  Note there are different levels of backup and you may lose your custom AA or voicemail greetings.

  I would suggest to contact SBSC engineer or open a case with the SBSC and ask that the engineer contact Level 3 support  assistance for password recovery.




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