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Old 06-10-2011, 02:10 PM   #1 (permalink)
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Default Unable to set PW from BES-ITPolicy Fail Ack for the command SET_IT_POLICY_COMMAND

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Hello, Appreciate if someone could help me out here.

We have applied new IT policy with conetnt protection to users handhelds recently after this we have an strange issue happening now that we are unable set the password to blackberry devices from BES servers

we have 5 critical users who doesn't remember the password. When I attempt to change the password in BES, I get a Password Status: Failure for that user. I know her device is in contact with the server, since I can re-apply the IT Policy.

When I look in the POLC log and application log, I find this message:
RequestHandler::HandleITADMINDataCommand - ITPolicy Fail Ack for the command SET_PASSWORD_COMMAND, ErrorCode 0x2, ErrorText "" - Processing packet, Tag=9338944

user doesn't have a backup of the device, and doesn't want to lose data stored on device . Is there anything I can do?

without wiping the device and reactivation

any quick help is really appreciated
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Old 06-10-2011, 08:04 PM   #2 (permalink)
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Default Re: Unable to set PW from BES-ITPolicy Fail Ack for the command SET_IT_POLICY_COMMAN

What OS version is on the handheld, and what version and service pack is BES?

Depending on your versions, you may need to remove content protection in order to set a new handheld password. This is a known issue.
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Old 06-11-2011, 04:25 AM   #3 (permalink)
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Default Re: Unable to set PW from BES-ITPolicy Fail Ack for the command SET_IT_POLICY_COMMAN

thanks for your respones

OS version on handheld is 4.6

BES server version is 4.0.7

Last edited by ningan : 06-11-2011 at 04:26 AM. Reason: typo
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Old 06-11-2011, 07:25 AM   #4 (permalink)
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Default Re: Unable to set PW from BES-ITPolicy Fail Ack for the command SET_IT_POLICY_COMMAN

It's been a LONG time since I've used BES 4.0, but I believe that is the cause of your problem.
Older versions of BES are not able to reset the handheld password when the device is encrypted with content protection.
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Old 06-11-2011, 09:50 AM   #5 (permalink)
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Default Re: Unable to set PW from BES-ITPolicy Fail Ack for the command SET_IT_POLICY_COMMAN

is there any way to resolve this issue without wiping the device
this is very critical now as we around 500 users where we have rolled out new policy with content protection
from last week we came to know about this issue

please advise
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Old 06-11-2011, 01:17 PM   #6 (permalink)
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Default Re: Unable to set PW from BES-ITPolicy Fail Ack for the command SET_IT_POLICY_COMMAN

I'm not sure what the best way to resolve it is.

You could try opening a trouble ticket with RIM, but I doubt they'll support version 4.0.
It's been end-of-life for quite some time.

At the very least, I would disable content protection and push a new policy out to the users. (This won't turn it off on the handheld.)
Instruct them how to disable it manually from the handheld.

The only time you'll have trouble is for users who forgot their password.
Hopefully, those are (and should be) rare cases.
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Old 06-13-2011, 08:49 AM   #7 (permalink)
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Default Re: Unable to set PW from BES-ITPolicy Fail Ack for the command SET_IT_POLICY_COMMAN

Quote:
Originally Posted by ningan View Post
is there any way to resolve this issue without wiping the device
this is very critical now as we around 500 users where we have rolled out new policy with content protection
from last week we came to know about this issue

please advise
Remove the SDCard and the try it. We've had a similar problem in the past and it was due to SD Card corruption.
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Old 06-16-2011, 09:18 AM   #8 (permalink)
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Default Re: Unable to set PW from BES-ITPolicy Fail Ack for the command SET_IT_POLICY_COMMAN

You must be at least on BES 4.1 SP5 to get that working. So your best option is to upgrade BES as soon as possible. See details on:

Resetting a BlackBerry device password when content protection is turned on - Security Technical Overview - BlackBerry Enterprise Server - 5.0.2
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Old 06-16-2011, 09:36 AM   #9 (permalink)
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Default Re: Unable to set PW from BES-ITPolicy Fail Ack for the command SET_IT_POLICY_COMMAN

Quote:
Originally Posted by MisterGriffiths View Post
Remove the SDCard and the try it. We've had a similar problem in the past and it was due to SD Card corruption.
Apologies, misread and thought it was 4.1.7 not 4.0.7.
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