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Blackberry will not reset

Posted on 2013-11-04
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Last Modified: 2013-11-10
I have a Blackberry 9900 and it will not reset to factory defaults. Where is it getting it's information from. When I do a hard administrative wipe , the call history is there , the same with a  complete OS reinstall. I have deleted and put back the BIS 5.2 profile and reactivated on the network and it is still there. I have tried resetting it with the desktop software and same thing. The Admin wipe is set to erase all data and reset to factory defaults. Where is it getting the information from ? The message folder is blank and the BBM folder shows the phone history. It is the on BB like this on the network out of about 30. Do I have to blow away the user profile and email box to clear this thing ? I am trying to get it receiving emails from the Exchange Server 2010 and the old user really hosed this thing.

Thank you for any help
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Question by:Davidloc
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Expert Comment

by:Netflo
ID: 39624090
Hi,

Follow these instructions: http://support.vodafone.com.au/articles/FAQ/How-to-restore-factory-settings-on-the-BlackBerry-Bold-9900

Your BB should be factory defaulted and ready to go.

No you shouldn't need to touch the Exchange side of things.
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Accepted Solution

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Davidloc earned 0 total points
ID: 39624112
I fixed it at 2 AM , The problem was the Exchange/Bes info was corrupt and obliterating the user and rebooting the BES then remaking the user fixed it. I had already tried an administrative hard wipe Netho , but thank you for replying .
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Expert Comment

by:Netflo
ID: 39624142
You're welcome. I would suggesting checking if your BES server is up to date in terms of SP and Maintenance Release.
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Author Comment

by:Davidloc
ID: 39625506
In BAS or BES

From the Manage Policies menu on the left

Make sure the policy is set in Security for deleting data on device wipe in the policy used. Edit if necessary.

If an edit was was needed then pull the battery on the BB to set this new policy rule.

From manage users :

Select the user and the "Disable user"
Then " Yes - Disable as a BlackBerry user and remove the BlackBerry information from the user's mail system "
Say yes to the confirmation
Delete the remaining user info that will be left in "manage users"
Reboot the BES server
Recreate the user with an activation password

Security wipe the BB device under Options/Security/Security Wipe
On reboot of the device , complete the activation
The device should now be completely reset

This doesn't fix a cracked screen but does fix most other issues  


The reason for rebooting the server is to push the user disable out of the BES queue rather then waiting until the server feels like doing it.
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Author Closing Comment

by:Davidloc
ID: 39636703
Plugging away and looking at about 15 different forums got me to this
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