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Reset user password failing

On some iPhones (different versions of iOS) users are reporting inability to clear the lock screen password when they have forgotten their password.  The same devices also fail when a admin tries to do it and the only way forward is to wipe the device - not ideal.

 

The task log shows:

 

Jan 15, 2018 1:27 PM   0  Accepted
Jan 15, 2018 1:28 PM   0  Started
Jan 15, 2018 1:28 PM   0  Notified

 

And nothing else happens.

 

Anyone else had any issues around this?



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