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Old 11-10-2011, 03:09 PM   #1 (permalink)
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Default BB 9700 - Security wipe may delete photos?

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I've got two users who both have Blackberry 9700's - exact same model. We recently upgraded all our systems and we have a new BES. Because of this I've had to run a phone wipe and have them reactivate with the new server.

I tested on a user locally who had the same phone, the 9700. I went under security settings and "Security Wipe" where I checked the box to wipe out email and contacts, etc. I did NOT check the box for apps OR for media and I wiped it.

I reactivated it with the new servers, all things were fine, I checked his photos and there they ALL were. Great. The other user is remote so I got him on the phone and talked him through the EXACT same process, stressing to him that ONLY the first box about email/contacts/etc should be checked, and NOT the other two.

He confirmed that it was the only one and wiped the phone. When it rebooted - he lost all his photos. How does this work fine on one BB9700 and completely wipe out pics on another? I don't get it. He's quite upset - he lost a bunch of recent vacation pics, etc.
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Old 11-10-2011, 03:56 PM   #2 (permalink)
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Default Re: BB 9700 - Security wipe may delete photos?

One user had the photos stored on the SD card... and the other user had their photos stored in device memory.

As the BES admin, you should have verified where the photos were stored before having the users wipe their devices.
You should have also urged that they do a full backup prior to the wipe, for those "just-in-case" moments.
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Old 11-10-2011, 07:01 PM   #3 (permalink)
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Default Re: BB 9700 - Security wipe may delete photos?

Maybe the OP made a backup that can be used.
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Old 11-11-2011, 09:11 PM   #4 (permalink)
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Default Re: BB 9700 - Security wipe may delete photos?

I tried to get him to back up the photos but he couldn't find the USB cable. I dont think the other user was storing his photos on an SD card. What is the "media" checkbox for on the security wipe screen? Im guessing that means to also wipe the SD card? I apparently incorrectly assumed this meant the media on the device memory.
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Last edited by Chromag : 11-11-2011 at 09:23 PM.
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Old 11-13-2011, 07:21 PM   #5 (permalink)
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Default Re: BB 9700 - Security wipe may delete photos?

No backup No media
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