How to wipe a BlackBerry device remotely

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Article ID: 2575026 - View products that this article applies to.
Note Although this article may apply to many different implementations of a BlackBerry device with Microsoft Exchange, it is especially applicable in a dedicated deployment of Microsoft Office 365 d/ITAR.

If you cannot wipe (erase) your own BlackBerry device, a member of the Helpdesk or an IT pro can remotely wipe the device on your behalf.

Typical reasons for doing this include the following:
  • The device is displaying errors, and you cannot wipe the device manually.
  • A Device Sync issue occurs.
  • You are switching BlackBerry devices.
  • Your BlackBerry device was lost or stolen.
What do you want to do?
  • Remotely wipe and disable a BlackBerry device
  • Complete a factory reset of a BlackBerry device
Remotely wipe and disable a BlackBerry device
  1. On the BlackBerry solution management menu, expand the User node.
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    User node
  2. Click Manage users.
  3. Search for a user account by E-mail address or by alias.
  4. In the search results, click the Display Name of the user account.
  5. The user profile loads the User information tab. Right-click to display the shortcut menu.
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    User information
  6. Select Device Actions, and then select Delete all device data and disable device.
  7. Scroll to the bottom of the window, and then click Yes - Delete all device data and disable device.
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    Yes option
Complete a factory reset of a BlackBerry device


The following steps are referenced from the BlackBerry Technical Article KB04529.

In order to perform a factory reset, you must first create a new IT policy, specify the option for Factory reset, and then assign the IT Policy to the BES user before you use the erase data command.

If you are using BlackBerry Enterprise Server 4.1 SP4 or a later version, create a blank IT policy, and then remove the IT policy from the smartphone by using the Remote Wipe Reset to Factory Defaults rule.

Warning This procedure can delete either all data or all data and applications on the smartphone. Back up the data before you perform this procedure. For more information about how to back up data, see BlackBerry Technical Article KB12487.
  1. Create a blank IT policy on the BlackBerry Enterprise Server. Set the Remote Wipe Reset to Factory Defaults rule in the Security Policy Group area to True. For more information about how to create a blank IT policy, see BlackBerry Technical Article KB02022.
  2. Assign the IT policy to the smartphone user account. For more information about how to assign an IT policy, see BlackBerry Technical Article KB02022.
Now issue the Delete all device data and disable device command to perform a factory reset of the device. To do this, follow these steps:
  1. In the BlackBerry Administration Service, on the BlackBerry Solution Management menu, expand User, and then click Manage users.
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    Solution management menu
  2. Search for a user account.
  3. In the search results, click the PIN for the user account.
  4. Scroll down in the Activation list, and then click Delete all device data and disable device.
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    Activation list
Note Consider the following items when the Erase Data and Disable Handheld command is executed:
  • If the smartphone is turned off when the Erase Data and Disable Handheld command is sent, the command is executed as soon as the smartphone connects to the wireless service provider's network. The command is queued on the wireless provider's network for seven days.
  • If a user account is activated with a new BlackBerry smartphone, and the user account was not removed from the BlackBerry Enterprise Server, the Erase Data and Disable Handheld command is executed.
  • The Erase Data and Disable Handheld command can be canceled by selecting the Cancel Pending Disable Handheld option.
  • The Erase Data and Disable Handheld command can still be sent to a smartphone that has an Active Directory account that is disabled or when a user's mailbox is deleted from the mail store. This is true as long as the user was not removed from the BlackBerry Enterprise Server.
  • This factory reset can be performed remotely from the server by using the BES Web application to wipe the device data and applications. There is an IT Policy rule that is called Media Card Format on Device Wipe. This rule can also wipe the device’s Media Card if Content Protection is enabled. However, RIM is tracking a known issue in which the remote execution of a handheld wipe does not trigger the media card wipe. Until this issue is resolved, only a wipe from the handheld itself will successfully wipe the media card. No other workaround is available at this point.
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The information and the solution in this document represents the current view of Microsoft Corporation on these issues as of the date of publication. This solution is available through Microsoft or through a third-party provider. Microsoft does not specifically recommend any third-party provider or third-party solution that this article might describe. There might also be other third-party providers or third-party solutions that this article does not describe. Because Microsoft must respond to changing market conditions, this information should not be interpreted to be a commitment by Microsoft. Microsoft cannot guarantee or endorse the accuracy of any information or of any solution that is presented by Microsoft or by any mentioned third-party provider.

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Article ID: 2575026 - Last Review: August 27, 2012 - Revision: 5.0
Applies to
  • Microsoft Business Productivity Online Dedicated
  • Microsoft Business Productivity Online Suite Federal
Keywords: 
vkbportal226 KB2575026

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