1. CrackBerry Question's Avatar
    Hi All,

    Need assistance on the below.

    Issue : When the user boots his phone he gets a prompt to enter the blackberry user ID and password, User forgot the password but he did a reset from the blackberry website and got a new password
    Obvious thing is that the blackberry has no internet connection so it wont know the changed password.
    This started when the user switched the SIM for sometime and now it won't let the user in.
    [This is not related to Device Password/ Activation Password]
    Is there any way I can have the user login or wipe the BB before powering it on.

    Quick response is much appreciated.
    08-06-14 07:56 AM
  2. smoothrunnings's Avatar
    Hi All,

    Need assistance on the below.

    Issue : When the user boots his phone he gets a prompt to enter the blackberry user ID and password, User forgot the password but he did a reset from the blackberry website and got a new password
    Obvious thing is that the blackberry has no internet connection so it wont know the changed password.
    This started when the user switched the SIM for sometime and now it won't let the user in.
    [This is not related to Device Password/ Activation Password]
    Is there any way I can have the user login or wipe the BB before powering it on.

    Quick response is much appreciated.
    Is this a BIS or BES device? And is this 9790 device a new device setup? Is it their existing device or a new/reassigned device?
    Has the device had BlackBerry Protect running on it, could the same user or a previous user (if there has been one) have had the device locked because it was lost or stolen?

    You might have to call your carrier to find out if there is away to unlock the BBRY Protect, if that's what happened.

    If the device works with a completely different SIM card, then you might as well call the users carrier.
    08-06-14 12:41 PM

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