06-16-2009, 12:22 PM
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KB04529 - Use the Erase Data and Disable Handheld command
KB04529 - Use the Erase Data and Disable Handheld command
Overview
You can send the Erase Data and Disable Handheld command to a BlackBerry smartphone over the wireless network to erase all data and disable it so that it is no longer connected to the BlackBerry Enterprise Server. You should verify whether the command is successfully sent and received.
The BlackBerry smartphone must be turned on and in an area with sufficient coverage to receive the command. If the BlackBerry smartphone is turned off or is out of coverage, the command is queued on the BlackBerry Enterprise Server until the BlackBerry smartphone is turned on or returns to an area with sufficient coverage.
Note: If you remove a BlackBerry smartphone user from the BlackBerry Enterprise Server before the command has reached the BlackBerry smartphone, data will not be erased from the BlackBerry smartphone.
Use the Erase Data and Disable Handheld command
To turn on the Erase Data and Disable Handheld command, complete the following steps:
- Open BlackBerry Manager.
- Click the User List tab.
- In the IT Admin section, click Erase Data and Disable Handheld.
- Click Yes to erase data.
Note: If you are using BlackBerry Enterprise Server software version 4.0 SP5 or earlier for Microsoft® Exchange, use the Kill Handheld command to erase the data on a BlackBerry smartphone and disable it. For more information, see the BlackBerry Enterprise Server for Microsoft Exchange version 4.0 Administration Guide.
Verify that the command was successfully sent
To verify that the command was successfully sent, the BlackBerry Policy Service (POLC) logging level must be set to 4. For instructions on configuring logging levels, see the Additional Information section in this article.
To verify that the Erase Data and Disable Handheld command has been sent and received, review the POLC log file. By default, the POLC log file is located in C:\Program Files\Research In Motion\BlackBerry Enterprise Server\Logs\>.
The POLC log file displays lines that are similar to the following: [40000] (10/03 13:00:52):{0x974}{@,PIN=XXXXXXXX, UserID=1}SCS::PollDBQueueNewRequests - Queuing KILL_DEVICE_REQUEST request
The previous line indicates when the command was first sent and that the command is being queued for the BlackBerry smartphone user. [40000] (10/03 13:01:15):{0x960} {<user_name>@<domain>, PIN=XXXXXXXX, UserId=1}RequestHandler::HandleITADMINDataCommand -ITPolicy Receive Ack for the command KILL_HANDHELD_COMMAND - Processing packet, Tag=23980295
The previous line indicates when the BlackBerry smartphone received the command and that it sent a confirmation of the receipt.
Note: To search using a string in the log file, search for ITPolicy Received Ack for the command KILL_HANDHELD_COMMAND. Once the string is located, you can verify the BlackBerry smartphone user associated with the command. Search for this string when the BlackBerry smartphone does not meet the requirements to receive the command when it is first sent.
Additional Information
To configure logging levels, complete the following steps:
- In the BlackBerry Server Configuration tool, click the Logging tab.
- Select BlackBerry Policy Service and set the Debug Log Level to 4.
- Click Apply and then click OK.
For more information on event log levels, see KB04433.
Consider the following items when the Erase Data and Disable Handheld command is executed:
- If the BlackBerry smartphone is turned off when the Erase Data and Disable Handheld command is sent, the command will be executed as soon as the BlackBerry smartphone connects to the wireless service provider's network.
- If a BlackBerry smartphone user is activated with a new BlackBerry smartphone but the BlackBerry smartphone user account was not removed from the BlackBerry Enterprise Server, the Erase Data and Disable Handheld command will be executed.
- The Erase Data and Disable Handheld command can be canceled by selecting Cancel Pending Disable Handheld.
- The Erase Data and Disable Handheld command can still be sent to a BlackBerry smartphone user who has their Microsoft® Active Directory® account disabled, or who has their mailbox deleted from the mail store, so long as the BlackBerry smartphone user was not removed from the BlackBerry Enterprise Server, or had a new BlackBerry smartphone activated.
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