Are the Password Keeper settings (e.g. the data stored within it) transferred by the over the air backup / restore when a BES user switches devices?

For specifics, BES 4.1.6 (Exchange) and the transfer was from a device with software 4.1 to 4.3

Is there a specific problem? Yeah, after the user forgot his password on the new device, we reset it and now when trying to use Password Keeper he's being prompted for a password that he doesn't know. None of the device passwords he's ever used on this device will work.

Content protection was enforced on both devices.

**moved to the BES Admin corner**

Yes it is copied. As far as I know, there's no way of retrieving the data, you can only nuke it.

That's odd. You would think that the password would have existed in some knowable form.

is this correct?

1) you switched an existing bes user to new hardware
2) reactivated with new hardware
3) password keeper was restored since it's backed up to sql as an existing bes user
4) now the user has no idea what his password keeper "PASSWORD" is to access the app, correct?

unless you did a local backup of the password keeper entry, there's no way of getting access to it. i tried to open a ipd file and was unsuccessful before. perhaps you can have your sql dbas forensically examine the tables his account writes to. i'm just guessing by the way since i'm not a dba.

The Password Keeper password is independent of the device password. You have to define one when you start Password Keeper for the first time.

If you have forgotten the Password Keeper password, there is no chance to retrieve the content. That's by design and makes sense.