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Old 02-01-2010, 05:05 PM   #1 (permalink)
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Default Erase Data & Disable Handheld Not Working

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Hello all,

When users are terminated from our company it is our job to wipe the Blackberry remotely and delete user from BES. I always wondered if this wipe occured if I delete user seconds after I say "erase data and disable handheld". If the record isn't in the BES anymore does this request to wipe BB get deleted as well, or does it sit in some queue in the background and continue with the wipe.

I tested this on a returned device that was still active on our BES. I did a "erase data and disable handheld" then deleted the user and user database 10-15 seconds afterwards. It has been 4 days now and the Blackberry still has not been wiped.

Things to know...
- The device if fully charged and on.
- Content Protection is enabled.
- I do not know the unlock code to the device.
- Blackberry Manager is version 4.1.6.9

Any insight into this would be great. If this doesn't work with Content Protection enable, if device is locked, if I need to keep BES account active for a day to allow wipe to occur, etc.

Thank you for any information you can provide.

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Old 02-01-2010, 08:35 PM   #2 (permalink)
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Why not send the wipe request and simply disable the account until the device comes back to you?

This way the wipe command is given time to complete, and if it doesn't no new information will be going to the handheld.

If you want to be overly paranoid, 1. Set password and lock hand held (setting a stupid PW) 2. Assign a bogus IT policy that will wipe the hand held if something occurs (low battery, etc) 3. Send the wipe command 4. Disable the user. (if this is a terminated employee).. Then when/if you get the device back you can verify it all.

Like I said overly paranoid. (Can't say I've done that in production before, but I do a "Lost BlackBerry" IT Policy just in case.)
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Old 02-01-2010, 08:52 PM   #3 (permalink)
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Moved to a more appropriate section.
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Old 02-02-2010, 06:18 AM   #4 (permalink)
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I would not delete the user immediately. With the user still on BES, you can see in the status if the Remote Wipe has applied successfully or not.

Of course, if the user has switched of the mobile data connection or removed the SIM card from the device, the wipe command will never reach the device.

We do the same with AD users. Once they quit the company, we disable them for a month and only then delete them.
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Old 02-02-2010, 09:34 AM   #5 (permalink)
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Thank you all for your input.

In this specific case, I think the service has been cancelled with the provider before I tested. Dope! Sometimes I'm looking for something more technical and oversee the simple stuff.

I agree though on not deleting immediately...maybe a policy I can change .

Dubdub - thanks for moving to appropriate section.
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Old 02-02-2010, 10:20 AM   #6 (permalink)
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Would like to correct myself, service was still active. So I assume my issue was that I deleted from BES too quickly. I think another test is needed here...
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