How do I reset the password on my button/system?

This article conveys relevant information to technicians and customers on recent firmware update requirements for stronger passwords. It details the password reset procedure, and steps to take if a lockout occurs during the password reset procedure.

The instructions are specific to the iOS and Android Apps. However, the PC app requires a similar workflow.

Product / Models Affected:

  • iNS2/iDS2, iNS3/iDS3 (and all -ES, -CA variants) (Firmware Version v5.2.0 or newer)
  • iCCU-S/iCCU-S2 (Firmware Version v4.03 or newer)
  • iCCU-C/iCCU-C2 (Firmware Version v4.03 or newer)
  • Field Service App (iOS v2.3.0 and Android v1.05.00 or newer)

Recent Firmware updates added stronger password protocols, and an option for technicians to disable Bluetooth from the Field Service App.

    • Lockout will disable Bluetooth after 2 failed attempts of entering an incorrect verification code. Bluetooth will remain disabled for 24 hours unless manually re-enabled.
    • Polara recommends updating button passwords using agency-provided complex passwords.
    • New password must be a minimum of 8 characters and include at least one of each:
      • Upper case letter
      • Lower case letter
      • Number
      • Special character

For New Installations:

Following power up, each button will say "change password" every 30 seconds, until the default password is changed. The factory default password is 1234. Using the Field Service app, use 1234 to log into the iCCU or any PBS the first time, and change the password.

    • For 2 Wire Buttons (iNS2/iDS2): This changes the password for all buttons and the iCCU on the network (it does not affect the WiFi password of the iCCU, which cannot be changed)
    • For 3 Wire Buttons (iNS3/IDS3): This changes the password for the individual button only. Each button has its own password.
    • If the password is unknown, a password reset requires a call to Polara Tech Support at 903-366-0300 ext. 4.

A more complex password is required for all new iNS/iDS device installations, or the technician must disable Bluetooth via the Field Service App.

For existing installed buttons:

Password updates are not mandatory and can be declined by the on-site technician. However, as a matter of best practice we recommend changing to a new password that meets the requirements.

Password Reset Steps:

  1. Select the desired button or unit on the app (password can be reset through the buttons or the iCCU, if present).
  2. When prompted for the password, choose "Reset" .
  3. Contact Polara Technical Support through the phone number link in the app or at 903-366-0300 ext. 4 (follow prompts).
  4. Provide tech support with the Challenge Code - phonetics are recommended (A-Alpha, B-Bravo, C-Charlie, etc.)
  5. Enter the verification code/new code that tech support provides (two characters per box or line), then click "Submit".
    1. If app states successful, the system has been reset to the factory default password 1234
    2. After 2 failed attempts of entering an incorrect verification code, Bluetooth will be disabled for the button or system. IF LOCKOUT OCCURS:
      • 2-Wire System: Bluetooth is disabled on iCCU and affects all connected buttons. To re-enable Bluetooth, use the iCCU front panel buttons to navigate the menu: iN2 Bluetooth Enable/Disable > Bluetooth is: ENABLED.
        • Note: If 2-Wire PBS is in 2 Flash (not communicating with iCCU) and lockout occurs during reset, when 2 Flash is resolved the iCCU will disable Bluetooth.
      • 3-Wire Button: Bluetooth is disabled on the button. To re-enable Bluetooth power cycle the button, then press & hold button for 10 seconds to turn Bluetooth back on (listen for two-tone confirmation beep).
  6. Once successful, enter the default password at the prompt (1234).
  7. Once logged into the button/system, navigate to the Password menu.
    1. 2-Wire System: Go to iCCU Configuration > Password.
      1. Password is stored on the iCCU, one reset applies to all buttons and the iCCU on the network.
    2. 3-Wire Buttons: Go to PBS Configuration > Password.
      1. Password is standalone, so each button has its own password.
  8. Change the password by entering the Current Password (1234)
    1. Type a New Password that meets the requirements for password strength
    2. Retype New Password
    3. Press the Save button on the top right.
    4. If successful, password is changed!

Note on iCCU and PBS Firmware versions:

The system will not work properly if it does not have the latest, or correct firmware. Once the system is powered up and operating, the firmware must be upgraded to the latest version, first on each button, then on the iCCU.

    • Ensure firmware is updated on all iNS/iDS buttons to v5.2.0 (or later), using the latest version of the Field Service App.  
    • Ensure the iCCU firmware is updated to the latest version v4.03 (or later).
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