Cannot use the Set password and lock handheld command from BlackBerry Manager

Problem
A BlackBerry device user forgets the password to unlock a BlackBerry device. The system administrator tries to unlock the BlackBerry device using the Set password and lock handheld command in BlackBerry Manager.
If the BlackBerry device user remembers the password, then the command will work as expected; however, the BlackBerry device user must type the old password first, then type the new password that was set by the system administrator. If the BlackBerry device user does not know the old password, then after typing the password incorrectly 10 times, all data on the BlackBerry device will be erased.
If the BlackBerry device does not have content protection enabled, but content protection was enabled previously (while the BlackBerry device was activated on the BlackBerry Enterprise Server), the command will not work. If content protection was disabled while the BlackBerry device was activated on the BlackBerry Enterprise Server, all data on the BlackBerry device must be erased and the BlackBerry device must be activated on the BlackBerry Enterprise Server again. The system administrator will then be able to use the Set password and lock handheld command.


Cause
The BlackBerry device still has encrypted data even after content protection is disabled; therefore, the Set password and lock handheld command prompts the BlackBerry device user to type the old password first, then accept and type the new password set by the system administrator.


Resolution
Erase all data on the BlackBerry device, then reactivate the BlackBerry device on the BlackBerry Enterprise Server.