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Old 06-10-2011, 01:10 PM   #1 (permalink)
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Default Unable to set PW from BES-ITPolicy Fail Ack for the command SET_IT_POLICY_COMMAND

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Hello, Appreciate if someone could help me out here.

We have applied new IT policy with conetnt protection to users handhelds recently after this we have an strange issue happening now that we are unable set the password to blackberry devices from BES servers

we have 5 critical users who doesn't remember the password. When I attempt to change the password in BES, I get a Password Status: Failure for that user. I know her device is in contact with the server, since I can re-apply the IT Policy.

When I look in the POLC log and application log, I find this message:
RequestHandler::HandleITADMINDataCommand - ITPolicy Fail Ack for the command SET_PASSWORD_COMMAND, ErrorCode 0x2, ErrorText "" - Processing packet, Tag=9338944

user doesn't have a backup of the device, and doesn't want to lose data stored on device . Is there anything I can do?

without wiping the device and reactivation

any quick help is really appreciated
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