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KB12826 - Cannot Set password and lock handheld command from BlackBerry Desktop Mgr
 
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Old 01-14-2009, 07:48 PM
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Default KB12826 - Cannot Set password and lock handheld command from BlackBerry Desktop Mgr

KB12826 - Cannot use the Set password and lock handheld command from BlackBerry Desktop Manager


Environment

  • BlackBerry® Enterprise Server version 4.1
  • BlackBerry smartphones
  • SDR87023



Overview

When a BlackBerry smartphone user forgets the password to unlock a BlackBerry smartphone, the administrator can try to unlock the BlackBerry smartphone using the Set password and lock handheld command in BlackBerry Manager.
If the BlackBerry smartphone user does not remember the old password and types the password incorrectly 10 times, all data on the BlackBerry smartphone will be deleted.
Note: If content protection was turned on at some point on the BlackBerry smartphone with BlackBerry® Device software prior to version 4.5, the Set password and lock handheld command will only work if the user remembers the existing password.
If content protection was disabled while the BlackBerry smartphone was activated on the BlackBerry Enterprise Server, complete the following steps:
  1. Delete all data from the BlackBerry smartphone.
  2. Re-activate the BlackBerry smartphone on the BlackBerry Enterprise Server.
  3. The administrator will now be able to use the Set password and lock handheld command.
If content protection was turned on while the BlackBerry smartphone was activated on the BlackBerry Enterprise Server, install the appropriate service pack:
  • Install service pack 5 for BlackBerry® Enterprise Server version 4.1 for Microsoft® Exchange®
  • Install service pack 5 for BlackBerry® Enterprise Server version 4.1 for IBM® Lotus® Domino®
  • Install service pack 6 for BlackBerry® Enterprise Server version 4.1 for Novell® GroupWise®



Additional Information

For BlackBerry Enterprise Server version 4.1 SP5 or SP6, together with BlackBerry Device Software 4.5 to 4.7, the Set password and lock handheld command will work as the software has been designed such that the old password can be overwritten by the new password even when Content Protection is turned on.
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Old 05-26-2009, 02:01 PM
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