You can use the external LCD to reset the Edge Standard v3 / v2, Edge Micro, and the Edge Mini, to the original factory settings.  

mini_external_lcdAs you do, keep the following points in mind to ensure a successful outcome:

  • Allow time for the factory restore process. It can take up to 25 minutes to complete. The LCD panel goes blank during the process.

  • Do not attempt to interact with the Edge appliance during the factory restore process. The appliance restarts multiple times during the process, which is normal. You can safely interact with the appliance when the LCD panel displays Genesys Cloud Edge.

Warning:  Do not remove power or restart the Genesys Cloud Edge during the factory restore. Interrupting the factory restore process causes the Edge to become inoperative. At that point, you must replace the Edge appliance through Genesys. For more information, see Genesys Cloud Edge hardware support.

  1. Press the right arrow to display Status.

  2. Press the down arrow four times to display Factory Service.

  3. Press the green check mark to display Server Details.

  4. Press the down arrow to display Factory Restore.

  5. Press the green check mark to display Apply Changes?

  6. Accept any additional confirmations that appear.
  7. Press the green check mark to display Genesys Cloud Loading.

Note: When you finish using the external LCD, Genesys recommends that you disconnect the device from the Edge. Leaving the external LCD connected to the Edge for extended periods of time can cause unnecessary CPU usage.