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Old 06-28-2012, 09:13 AM   #6 (permalink)
geofftech
Knows Where the Search Button Is
 
Join Date: Aug 2006
Location: Philadelphia, PA
Model: Z10
Carrier: AT&T
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Default Re: BES deletes device

Here's the whole story. The user installed a faulty app on her phone, took it to a Sprint store where they performed a local wipe on the device. User then contacts the help desk because of course she isn't receiving mail. I begin to reactivate the device but during activation she confirms that she wants all her mail. Prepopulation won't occur if the BES is already familiar with a device. So I send a remote wipe which is received by the device. I perform the full activation with her old mail prepopulating as she likes. According the ticket about an hour later her device stops receiving mail again. I find out about this yesterday go on the BES and her device is gone but she still has her data. I'm about to check the logs now. I'll let you know what I find.
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