Originally Posted by BB1877
My policy is when telecom or the Help Desk is notified that we attempt to issue the "Lock Handheld and Set Owner Information" command. We set a standard password and give it to the user should they find their device. We also set the owner information as "DEVICE REPORTED STOLEN, PLEASE RETURN, CALL 877-XXXXXXXXX".
You can tell on the BES if the unit is still receiving mail, chances are good the command will go through. If mail is queued, then you're not going to hit it. If the device is available, the command hits quickly. What's frustrating is when the user tries to "do the right thing" and reports their device stolen to the wireless company...then they shut down the line and you have no opportunity to get the lock command to the device.
I don't do the erase device...I figure if the thief tries the password too many times it will erase on it's own.
So then if the user wants a new device, good point...I don't typically remove the user account, I just re-trigger it for Enterprise Activation. If you erase/readd the user, all their OTA saved items and state database will be lost. If you just do a new EA on the new device, it IS possible that if you issued the Erase or Lock command and it didn't arrive on the old handset that it will arrive on the new one. I've had that happen which is why I only issue it if the lost handset is still talking to the BES.
All good points. We lock and set password until we confirm its truly lost or stolen. Then try to wipe if its still turned on.
As he said if the lock or wipe never actually hits the device and you don't delete their BES account, after activating a new device it will push the lock or wipe command to their new device.
I'm still trying to convince my company to use passwords. So every time a device is lost or stolen and everyone freaks, I say you know if we had passwords this wouldn't be a big deal.