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KB19077 - Erase Data and Disable Handheld Command is received on a newly activated BB
 
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Old 08-22-2009, 02:28 PM
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Default KB19077 - Erase Data and Disable Handheld Command is received on a newly activated BB

KB19077 - Erase Data and Disable Handheld Command is received on a newly activated BlackBerry smartphone


Environment

  • BlackBerry® Enterprise Server version 4.1
  • SDR368927



Overview

The BlackBerry smartphone data is unexpectedly removed on a BlackBerry smartphone that has been newly activated on a BlackBerry Enterprise Server.


Cause

The Erase Data and Disable Handheld command might have been sent by the BlackBerry Enterprise Server to a lost or stolen BlackBerry smartphone shortly before the BlackBerry smartphone was out of the wireless coverage area or once the maximum number of data packets were already pending for the BlackBerry smartphone on the BlackBerry Infrastructure. This queued Erase Data and Disable Handheld command might have arrived on the BlackBerry smartphone after the BlackBerry smartphone was reactivated.


Resolution

Upgrade to the BlackBerry Enterprise Server version 5.0.


Workaround

Remove and add the BlackBerry smartphone user to the BlackBerry Enterprise Server prior to activating the new BlackBerry smartphone.



Additional Information

This behaviour is not intended. The designed behaviour is for the new BlackBerry smartphone to activate properly and not to receive the KILL command.
The issue could not be reproduced in the Blackberry Enterprise Server version 5.0.
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