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Old 08-11-2005, 10:01 AM   #1 (permalink)
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Default 7290 Password Reset from BES Server

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hello all,

I am running a BES server integrated with Exchange 2000. I have a user who has forgotten the password that he uses to unlock his Blackberry 7290 handheld unit. No problem, right? Well I attempted to set his password and lock his handheld from the BES server, and his handheld recieves the password change, however it requires him to enter his current password in order to accept the new one.

It doesn't really make sense to me for a password reset to work this way. I was able to reset my Blackberry 957 handheld password with no problems. Could it be the version of the system software on the 7290 unit?

If theres no way around this 7290 password reset than performing a hard reset, then its cool, I'm just extremely curious as to why our 7290's are acting this way. Thanks a lot!

-Bobby
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Old 08-11-2005, 10:55 AM   #2 (permalink)
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We have about half 7290's and half 7280's. I've had no problem resetting passwords over the air.
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Old 08-11-2005, 11:27 AM   #3 (permalink)
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This does sound a little bit odd, and I doubt that the firmware has anything to do with it unless it's a really old version. You could update the firmware but for the amount of time it will take you then you might as well just kill the BlackBerry from the BES and re-provision it.
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Old 08-11-2005, 12:24 PM   #4 (permalink)
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Yeah, I called up Cingular's Blackberry support, spoke with 2 different reps and they both told me that this was a security feature with the 7290 model... but I'm not quite so sure I can believe that just yet.

It just seems weird to me. I really don't want to have to tell my users that they're going to lose all their e-mail from their handheld just to reset their password... Ideas? Comments? Any input would be greatly appreciated!!

-Bobby
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Old 08-11-2005, 12:30 PM   #5 (permalink)
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I find it hard to believe it could be a security feature - sounds like a blag to me. You might have to bite the bullet with this one, after all it's the fault of your user!!! Maybe try it with a different handheld to see if it's the same, not that it'll solve anything. Perhaps it would be worth getting your users to take local backups through Desktop Manager on a weekly basis (if you're running BES 3.6). On 4.0 everything backs up over the air so you never lose anything which is a beauty.
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Old 08-11-2005, 12:32 PM   #6 (permalink)
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I haven't had any problems with sending and accepting OTA passwords with BES 4 and our 7290's, but what I am trying to figure out is why, when my IT Policy is set for 10 password attempts, the BB says I only have 5 attempts.

Anyone else seeing this?
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Old 08-11-2005, 12:47 PM   #7 (permalink)
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ATTN: SRThorton

Do you have the Duress Notification IT Policy enabled?

http://www.blackberry.com/knowledgec...52656&vernum=2

Last edited by belmore : 08-11-2005 at 12:51 PM.
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Old 08-11-2005, 01:17 PM   #8 (permalink)
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LOL, thanks belmore! Pays to read each policy thoroughly, huh!
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Old 08-11-2005, 03:29 PM   #9 (permalink)
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No sweat.

As for my issue...

I ended up performing a hard reset on the guy's handheld, synced it back with his mailbox at his desktop, manually recreated the encryption key, re-applied the IT Policy, set a password, then changed the password from the BES server and everything worked beautifully the way I thought it should.

Blackberry usually has pretty good Tech Support, but the 2 guys I spoke with today were totally full of it.
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Old 09-22-2005, 05:09 PM   #10 (permalink)
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What Softwear Should I Use To Unlock My Blackberry 7290
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Old 09-22-2005, 05:55 PM   #11 (permalink)
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We had this exact problem and I figured it out that the user had Enabled "Content Protection". Even when we disabled it, we still had this problem until we completely erased the device. I opened up a ticket with RIM, and the guy at the other end replicated our problem and gave us a SDR, didn't say much further then that.
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Old 09-23-2005, 01:56 AM   #12 (permalink)
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It is pretty easy, if you have Content Protection enabled the encryption is done with your handheld password. So if you lost the old password there is no way to decrypt the content unless RIM develops an escrow key (but this is definitely not what your security dep. wants...).
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Old 10-15-2005, 07:32 AM   #13 (permalink)
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Exactly, well said boma0021
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