9700 password issue

[joy_uddin]

Hi All,

I have experienced this issue numerous occasions where the device has not been in contact with the BES server and this results in device password not recognized. Any ideas this happens as this is a local device password.

Many Thanks

[JeffH]

Most password problems are caused by the user incorrectly assuming num lock or caps lock on the BlackBerry, as described in this post: http://forums.crackberry.com/tips-[b][/b][b][/b]...y-does-617270/.

[joy_uddin]

Originally Posted by joy_uddin

Hi All,

I have experienced this issue numerous occasions where the device has not been in contact with the BES server and this results in device password not recognized. Any ideas this happens as this is a local device password.

Many Thanks

Thanks for your comments JeffH.

Just to give you a background the device is BES enabled and has lost contact with the server and as a result unable to resend IT policy. Subsequently I am unable to change the device password from Blackberry manager it does not get to the device because of loss of contact to the server. When I tried myself to enter the correct password the device does not accept and ends up wiping after 5 attempts. I am baffled as this has happened to few of my users (definitely using the correct password). I can't figure out why it will not take the password as it set locally on the device. Is there any explanation for this? P.S users are not using desktop managers due to company policy.

[JeffH]

Can you not reestablish communication with the BES Server by performing an Enterprise Activation from the device?

[joy_uddin]

Yes, I can re-establish communication by perfoming the enterprise activation but only after the device has wiped itself due to not taking the password.
I wanted to know if there was an explanation why the device will not take the password locally set anymore.

Thanks for your help

[JeffH]

Is it possible your IT policy won't allow the password to be changed? I've never heard of a BlackBerry password that couldn't be changed.

[joy_uddin]

The password of the device can be changed from BES manager only if it's in contact with BES.

The question I am try to pose is that when the device looses contact with BES and user is trying to enter what is the correct password the device does not accept it. Why is this the case? this is only a local password. Is there any reason behind it or am I missing something? I am just trying to figure out why this would happen.

[JeffH]

I don't know what you mean by "only a local password." There's only one password. If the user was using a password when he was connected to the BES, that same password should still work.

[joy_uddin]

Sorry, there is only one password. Would it be possible the IT policy on the device is not updated due to the device not being in contact with the BES and this results in the password not being accepted.

[JeffH]

I'm a BES user, not an admin. You've reached the limit of my knowledge.

[RTakacs]

Im confused.
You connect the blackberry device to the computer and enter the password, what is your password?..... we can't do anything without your device anyway.

The besadmin can reset your password and lock the device, have your tried that? Have you spoken to your IT Department?