[iswift]

Hi,

I'm quite new to Blackberry admin so please forgive me if this is obvious or in the wrong forum!

I had a user who has since left our company and her team leader wants her Blackberry 7290 transferred over to another member of her team.
The problem is, the Blackberry is locked with the wireless feature turned off which is preventing me from resetting the password via our BES. The aforementioned team leader has been trying to access the device and has used up 9 of the 10 tries.
We have no way of contacting the old employee to find out the password.

What should I do in this situation? How can I gain access to the device?

Thanks in advance for any suggestions.

[bertiebassett]

IIRC the solution to this problem is...

assuming the users account/device combo still exists on the BES then Change the IT Policy on the BES so as to permit no password required. Then do an emergency call from the handheld which will force the wirelss on, clearly apologies profusely and hangup. after a while the device should pickup GPRS and get populated with the non-password policy which should un-lock the device..

If that fails then your only other option is enter password 1x extra incorrectly thus forcing a device wipe. Then on powerup you get a password change option..

No doubt some other brits will be along in a mo to put me right, but our american friends are probably busy in thanksgiving mode...

[stouf]

You can wipe the handheld from your BES if it 's in 4.0 or 4.1 version ?!

[|||||||]

Originally Posted by bertiebassett

Then do an emergency call from the handheld which will force the wirelss on, clearly apologies profusely and hangup. after a while the device should pickup GPRS

This won't work, the HH will go into SOS mode which won't pick up GPRS, you have to reassign the handheld anyway go ahead and wipe it. And by wipe I mean enter the incorrect password 10 times.

[bertiebassett]

Originally Posted by |||||||

This won't work, the HH will go into SOS mode which won't pick up GPRS, you have to reassign the handheld anyway go ahead and wipe it. And by wipe I mean enter the incorrect password 10 times.

I beg to differ a little assuming a valid SIM card is still in the device. I tested to see whether post an SOS call would the GPRS attach and yes it did, even though the device was locked so I think it's fair to assume that the updated IT policy would get pushed out to the device (I'll admit I didn't test that bit)

[|||||||]

Originally Posted by bertiebassett

I beg to differ a little assuming a valid SIM card is still in the device. I tested to see whether post an SOS call would the GPRS attach and yes it did, even though the device was locked so I think it's fair to assume that the updated IT policy would get pushed out to the device (I'll admit I didn't test that bit)

I guess I haven't tested it, but it "shouldn't" work which doesn't mean that it won't. Either way just wipe the handheld since you want to anyway.

[headtailgrep]

ha ha ha!! this worked....

make an emergency call, but hang up immediately

[hannahkat]

I can confirm that I've used the emergency call and immediate cancel to force the wireless connection on - then you can push the new password wirelessly. However, if the handheld is to be reassigned you want to wipe it anyway, and will be given the chance to set a new password at that time.

[wisegoat]

The only other way to do it, as long as you do not need info off the BB, is to put in the incorrect password 8 times and force the device to wipe itself. When it comes back up, you can do Enterprise Activiation. That is what we do for devices we have already removed from the BES.