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Old 10-06-2010, 10:56 AM   #1 (permalink)
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Hi guys

I've done a search on the above but not found an answer and so....we often have a problem of users forgetting their passwords when returning from leave etc. and can only wipe the handset and then re-activate it, which is hardly ideal.
We use the handset's in a BES environment, and there is the option to reset the password and lock the handset, but I can only get this to work when the handset is unlocked, which of course is pointless, as the user could change it themselves.
After a bit of digging around, I (think) the problem is caused by having content protection enabled as part of the IT policy. Can anyone confirm this is the reason, and if so that there is no way to reset a forgotten password?

Cheers

Gudgey
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Old 10-06-2010, 11:29 AM   #2 (permalink)
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I reset forgotten passwords all the time (but we do not force content protection).

What BES version are you using and what environment?
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Old 10-06-2010, 11:58 AM   #3 (permalink)
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Thanks for the reply, but I've answered my own question. I took myself out of the policy, which then let me disable content protection, and then sent the reset password and lock command and it worked. So, as all of our users are in the IT policy, a forgotten password = wipe and re-activate!

Gudgey
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Old 10-06-2010, 11:59 AM   #4 (permalink)
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This didn't work with old device OS versions, but with newer versions this works for us even with Content Protection forced on through IT policy. It might take upto 5 minutes though until the user gets the prompt on his Blackberry "The administrator has changed your password ....."
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Old 10-06-2010, 12:00 PM   #5 (permalink)
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Do you have to have Content Protection forced via the IT Policy? Why not turn it off?
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Old 10-06-2010, 05:21 PM   #6 (permalink)
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ditto what freakinvibde said..except ours seems to take much longer than the five minutes..I tell them an hour, otherwise they try and enter the changed password and the number of failed password attempts increments upward another notch and they end up wiping their device. It doesn't seem to work consistently for us, anyway. We have content protection required by IT policy and are using v 4.1.6.14 of BES.
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Old 10-07-2010, 02:24 AM   #7 (permalink)
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Quote:
Do you have to have Content Protection forced via the IT Policy? Why not turn it off?
Because for many companies this is a security requirement (e.g. banks). But I agree, if you don't have any confidential data on your Blackberries, turn it off.
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Old 10-07-2010, 09:35 AM   #8 (permalink)
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It has to do with device software version vs content protection.
KB03258-How to change the password of a BlackBerry smartphone from the BlackBerry Enterprise Server

Pretty much, if the device is 4.2.1 or earlier, you're screwed. Anything above that should work just fine.
I've got content protection on in my environment and can reset passwords from BES5.0.2 to devices without problem.
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Old 10-11-2010, 01:23 PM   #9 (permalink)
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We had this same problem. Try this instead. Push out the Owner information first, then do the password reset. Works 90% of the time, even with Content Protection on.
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