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Old 04-28-2009, 03:18 PM   #1 (permalink)
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Default Removing password lock from a locked phone

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Hey everyone.

I am a noob BES administrator with a bit of an issue. I have a users whos phone needed to be flashed due to an error (im sorry, i don't know which error and a co worker flashed it). When the phone was re loaded it was brought back to me in a locked state. In order to re activate the phone on the BES we need to get past the lock and we don't know what the password is.

So, my question to you is, Can you turn off the lock or reset the lock on a phone via the BES server? and if so, how? If you need any more information please don't hesitate to ask. I will give you what I can.

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Old 04-28-2009, 03:19 PM   #2 (permalink)
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Welcome to the forums.

When you say "flashed it" what do you mean? If you mean wiped the device or reloaded the OS, it broke connection with the BES. Therefore you will not be able to reset the password. If it's still connected to the BES you can reset the device password via the BES.
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Old 04-28-2009, 03:52 PM   #3 (permalink)
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I wasn't sure either. My co-worker just said "flashed". I attempted the password 10 times and then wipped the phone. re-activated on the server and was able to get into the phone. Allowed policy to update while I walked away. came back and phone was locked again trying a re-load of the os.

and thank you for the welcome! I hope to be on here a bit.
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Old 04-28-2009, 04:06 PM   #4 (permalink)
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Perform a factory wipe with JL_Cmdr, which will remove the policy. You should be able to get into it then.

And stop "wipping" your phone... it doesn't like it.
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Old 04-28-2009, 05:16 PM   #5 (permalink)
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Alternatively, use the new IT Policy -

Security policy group > Remote Wipe Reset to Factory Defaults > True

I understand this wipes all previously applied policies.
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Old 04-28-2009, 05:19 PM   #6 (permalink)
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Quote:
Originally Posted by JavaJunkee View Post
Alternatively, use the new IT Policy -

Security policy group > Remote Wipe Reset to Factory Defaults > True

I understand this wipes all previously applied policies.
I understood the problem to be that the OP cannot get the device back on the BES due to password lock. Obviously you cannot send a wipe command from the BES in this case...
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Old 04-28-2009, 05:27 PM   #7 (permalink)
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Quote:
Originally Posted by fuzzynd View Post
I attempted the password 10 times and then wipped the phone. re-activated on the server and was able to get into the phone. . . .
This sounds like he did re-activate, but the password policy had not been removed. If it was activated to the same account, it would retain the same password right?

Also, if it was in fact re-activated as fuzzynd indicates above, I guess he could just reset the password.
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Last edited by JavaJunkee : 04-28-2009 at 05:31 PM.
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Old 04-29-2009, 07:19 AM   #8 (permalink)
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If you type the wrong password 10 times, the device is wiped. After the wipe, you will be asked for a new password.

But maybe, by "flashed" he meant loading of the device OS. That usually keeps the password as it was before. If you don't know that password, you have to type it wrong 10 times, device will be wiped and will ask you for a new password (see above).
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Old 04-29-2009, 09:10 AM   #9 (permalink)
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Quote:
Originally Posted by JavaJunkee View Post
This sounds like he did re-activate, but the password policy had not been removed. If it was activated to the same account, it would retain the same password right?
Nope, it would not retain the same password, if the policy was in place to force a password, then it would prompt you to create one.

but you are right, it sounds like it's been reactivated, in which case you could use the BES to change the password.
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Old 04-30-2009, 02:12 PM   #10 (permalink)
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It looks like everything ended up working. Here's what I did.

Entered the incorrect password into the phone 10 times. This forced a wipe. I informed the end user that the data would be lost. She has only had the phone for a month so she was ok with that (which, as far as I'm concerned allowed me to take any steps nessecary).
Once the phone finished, I was able to get into the phone without a password. I activated as normal. However, While the phone was activating I walked away. When I came back the phone was locked again. ARG. I was unable to see if the phone completed the activation.
Since the phone had already been wiped once, I did the same thing again but this time I didn't walk away. The phone sat on my desk for 20 mns trying to activate. I cancelled and did a battery pull. Still no activation. At this point I had to pass off the phone to another co-worker as I was in an all day seminar the next day and the user had to have the phone back the following afternoon. I've been told that everything has been resolved and when I find out what happened I will report back. thank you for the help!
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Old 07-23-2009, 10:22 AM   #11 (permalink)
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Default Paswword forgotten

Quote:
Originally Posted by CO_BBTechie View Post
Perform a factory wipe with JL_Cmdr, which will remove the policy. You should be able to get into it then.

And stop "wipping" your phone... it doesn't like it.
I bought a 8310 with camera and charging problem, and after finding unable to repair I send it to my friends, but as I didn't use for a while after getting the password from the previous owner I change it, and now forgotit.
Which are the option I have now left?
Thanks at all.
The phone is not locked but realising that I forget the password it may be a matter of days that my friends will ask me.

Last edited by paolo8310 : 07-23-2009 at 10:30 AM.
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Old 08-08-2009, 06:10 PM   #12 (permalink)
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Default Related issue

In a related matter, I recently enabled a password on my 8310 just for security purposes but prior to backing it up, I always used to remove the password so the backup files wouldn't be encrypted.

I noticed today that I can't seem to remove the password now. It gives me the option to change it but not remove it. Anyone seen this?
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Old 12-24-2009, 08:14 PM   #13 (permalink)
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Default tried and tried again

Quote:
Originally Posted by freakinvibe View Post
If you type the wrong password 10 times, the device is wiped. After the wipe, you will be asked for a new password.

But maybe, by "flashed" he meant loading of the device OS. That usually keeps the password as it was before. If you don't know that password, you have to type it wrong 10 times, device will be wiped and will ask you for a new password (see above).
so far this method has not work for me
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Old 12-24-2009, 08:26 PM   #14 (permalink)
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Quote:
Originally Posted by davemack View Post
In a related matter, I recently enabled a password on my 8310 just for security purposes but prior to backing it up, I always used to remove the password so the backup files wouldn't be encrypted.

I noticed today that I can't seem to remove the password now. It gives me the option to change it but not remove it. Anyone seen this?
Davemack, it is bad form to hijack another's thread.

Please start a new thread with your question. Having another problem running with the OPs issue will only complicate problem solving.

Thanks.
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Old 12-24-2009, 08:32 PM   #15 (permalink)
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Quote:
Originally Posted by open246 View Post


so far this method has not work for me
The password you try has to be 4 or more characters. try a password of 4 or more characters 10 times.
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Old 12-28-2009, 01:42 AM   #16 (permalink)
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Quote:
so far this method has not work for me
Also, you have to type "blackberry" the last couple of times. If that doesn't work, let me know what exactly didn't work, did you get an error message?
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