An employee has given their phone back to the IT department for support. We were given the users unlock code for their phone to attempt to get into the phone. When we type in their password it comes up saying incorrect password and then locks again. When you go to unlock the device it does not show any incorrect password counts. When I try a known incorrect password it increments the password count correctly (2/10, 3/10,....). When I connect the device to the Desktop Manager and it asks for the unlock code I type the correct unlock code and it lets me right in.
I have attempted to do:
1. Battery pull while phone is on
2. Reset users unlock code in the BES server under "Specify new device password and lock device"
3. Type enough incorrect passwords it shows the password in plain text after you type the word blackberry.
This 8330 is running device software: 22.214.171.124 and the BES version is 126.96.36.199
__________________ The difference between stupidity and genius is that genius has its limits. When you take things for granted, the things you are granted, get taken. Even a mosquito doesn't get a pat on the back until it starts to work. Too many people miss the silver lining because they're expecting gold. [BES 5.0.3 / GroupWise 2012 HP2]