Is this a TelePresence VCS you're needing help with? If so, you're better of moving this discussion to the TelePresence section of the forums.
In order to perform a factory reset, you must be able to login via the root account. You can reset the password to the root account by logging into the VCS with the "pwrec" account, see the "Resetting Root or Admin Password via vSphere" section of the VCS Admin Guide on pg 270.
Once you're able to access the root account, to perform a factory reset, see the "Restoring Default Configuration (Factory Reset)" section starting on pg 361.
