If the password type for Android devices is set to "Complex (OS 3+ only)" via the Traveler administration settings panel, some HTC devices at Android OS levels 3.x and 4.X, may not provide the appropriate keyboard for entering a valid password. If they do provide the appropriate keyboard, some may not recognize the change to a complex password as then being compliant, and after changing to a complex password, may not present a keyboard that allows the user to re-enter their new password to unlock the device.
In some instances, we found the user was not given a keyboard that would allow them to update their device password to a 'complex' password. For example, if more than one letter is required, the device may only present a numeric keyboard. Hence, preventing the ability to ever enter a complex password, keeping it from being compliant, and ultimately not able to sync with Traveler.
In other instances, some devices allowed the user to enter a complex device password, but the password was not recognized as compliant. Then, when trying to unlock the device, rather than a full key board being presented, only the keypad was available. Thus, preventing the user from entering their new complex password, and being unable to unlock the device.
We are not aware of these issues occurring on non-HTC devices.
IBM is working with HTC to attempt to establish prompt resolution.
Unable to enter complex password, or if able, unable to re-enter complex password to unlock device.
Device software error
IBM Lotus Notes Traveler 8.5.3 Upgrade Pack 1 and later releases. (Complex password first supported in Traveler 8.5.3 UP1)
HTC Android OS 3.x and 4.x devices.
Resolving the problem
If using HTC Android OS 3.x and 4.x devices, avoid the problem by not requiring complex password for Android devices.
If complex password enforcement is enabled, the user changes their password to a complex password, and then are unable to re-enter the password to unlock the device, the only current resolution is to force a remote wipe hard reset of the device.
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