Stop Remote Wipe of Mobile Device Exchange 2010 - User Found their Phone

Posted on 2013-10-03
Medium Priority
Last Modified: 2013-12-27
I have a user who lost their Windows Mobile Phone.
I issued a remote wipe request using the EAC.  We are using Exchange 2010.
The remote wipe was successful, however the next day the user finds their Windows Mobile Phone in their car.  It was erased as we instructed.   All worked as it should (Good Job Microsoft).

However, this is where the problem begins.

Now the user is trying to restore phone from a backup, which is successful however each time the phone comes back up and ready to use (with all data visible again) it re-wipes itself again, and again.  5 times the user attempted so far same result.

Is their a way to stop Exchange from wiping the phone again and again?  I attempted to 'cancel the remote wipe request'  in EAC but it says  "The wipe can't be cancelled on this device".

How can I get this user to be able to restore and use their phone again?
Question by:MountainTechGuy

Accepted Solution

Nathan P earned 2000 total points
ID: 39543002
You're on the right track, you do need to 'cancel the remote wipe request'.  Otherwise, every time they re-connect, the same device reports in and the server tells it politely to wipe itself again.

If you can't cancel the remote wipe request from within their webmail, delete the device, wait half an hour, then re-connect the device to the mailbox.

View of mobile devices from users webmail console.

Author Closing Comment

ID: 39559513
This resolved the issue entirely.  When the cancel wipe request fails, you must delete the device from the list and resync.  Thanks so much!

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