Managing Wireless BlackBerry Device Software Updates on the BlackBerry Enterprise Server

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1 Managing Wireless BlackBerry Device Software Updates on the BlackBerry Enterprise Server Trainer Date 2.0

2 Managing wireless BlackBerry Device Software updates on the BlackBerry Enterprise Server Agenda About wireless BlackBerry Device Software updates Managing wireless BlackBerry Device Software updates Troubleshooting wireless BlackBerry Device Software update issues

3 About wireless BlackBerry Device Software updates

4 About wireless BlackBerry Device Software updates Objectives By the end of this module, you should be able to List three sources of requests for wireless BlackBerry Device Software updates Describe the data flow during a wireless BlackBerry Device Software update request and download process Describe two types of wireless BlackBerry Device Software updates Describe three security features of the BlackBerry smartphone

5 About wireless BlackBerry Device Software updates What are wireless BlackBerry Device Software updates? Provide administrators and wireless service providers with an alternate method for managing BlackBerry Device Software on BlackBerry smartphones Allow BlackBerry smartphone users to wirelessly update the BlackBerry Device Software and the standard set of applications that are a part of the BlackBerry Device Software The BlackBerry Enterprise Server does not automatically send a request to a BlackBerry smartphone

6 About wireless BlackBerry Device Software updates Types of wireless BlackBerry Device Software updates Platform Updates the operating system and wireless transceiver Approximate size of update: up to 500 KB Approximate duration of download: up to 5 minutes Partial Updates the wireless transceiver code Approximate size of update: up to 1 MB Approximate duration of download: up to 15 minutes Complete Updates the BlackBerry Device Software Approximate size of update: up to 15 MB Approximate duration of download: 1 to 2 hours

7 About wireless BlackBerry Device Software updates Sources of wireless BlackBerry Device Software update requests Wireless BlackBerry Device Software update requests can be sent by: 1. BlackBerry Enterprise Server administrators 2. BlackBerry smartphone users 3. Wireless service providers Note: The BlackBerry Enterprise Server must permit the wireless service provider to send a request to BlackBerry smartphones associated with a BlackBerry Enterprise Server.

8 About wireless BlackBerry Device Software updates Wireless BlackBerry Device Software update requests sent by wireless service providers or BlackBerry Enterprise Server administrators are accompanied by an update request icon on the Home screen of the BlackBerry smartphone.

9 About wireless BlackBerry Device Software updates Data flow The following diagrams show the data flow in the following scenarios: 1. A BlackBerry Enterprise Server sends a wireless BlackBerry Device Software update request to a BlackBerry smartphone 2. A BlackBerry smartphone user sends a wireless BlackBerry Device Software update request to the BlackBerry Enterprise Server

10 About wireless BlackBerry Device Software updates BlackBerry Enterprise Server sends a request for a wireless BlackBerry Device Software update BlackBerry Enterprise Server BlackBerry Infrastructure Internet Wireless networks BlackBerry smartphone The Wireless BlackBerry Update Enterprise icon appears Server administrator on the BlackBerry sends smartphone. a request for a wireless BlackBerry Device Software update to the BlackBerry smartphone. Note: BlackBerry smartphone users can accept, decline, or defer the request.

11 About wireless BlackBerry Device Software updates BlackBerry smartphone user sends a request for a wireless BlackBerry Device Software update BlackBerry smartphone Wireless network Internet BlackBerry Infrastructure BlackBerry Enterprise Server Note: BlackBerry smartphone users can send a request for a wireless BlackBerry Device Software update to either the BlackBerry Enterprise Server or the wireless service provider. The default behavior of a BlackBerry smartphone associated with a BlackBerry Enterprise Server is to bypass the wireless service provider. This can be changed with an IT policy. IT information technology

12 About wireless BlackBerry Device Software updates Functions The BlackBerry Enterprise Server, BlackBerry Infrastructure, and wireless BlackBerry Device Software server instances are designed to perform the following functions: BlackBerry Enterprise Server Detect available BlackBerry Device Software updates Identify the BlackBerry smartphones that can be updated over the wireless network Make BlackBerry Device Software updates available to the BlackBerry smartphone Monitor the wireless BlackBerry Device Software update process

13 About wireless BlackBerry Device Software updates Functions BlackBerry Infrastructure Relays information between the BlackBerry smartphone and the wireless BlackBerry Device Software server instances Wireless BlackBerry Device Software server instances Patch availability server: Designed to manage and store information about the availability of software update packages Update package server: Designed to store and send update packages to the BlackBerry smartphone Update detail server: Designed to provide the BlackBerry smartphone a list of update files required for a specific wireless software update

14 About wireless BlackBerry Device Software updates Data flow The following diagram shows the data flow for a BlackBerry smartphone downloading a wireless BlackBerry Device Software update.

15 About wireless BlackBerry Device Software updates BlackBerry Device Software package download BlackBerry smartphone Wireless network Internet BlackBerry Infrastructure BlackBerry Enterprise Server Wireless BlackBerry Device Software Server Instances The When BlackBerry the BlackBerry smartphone smartphone user requests user selects wireless an update, the information BlackBerry on smartphone BlackBerry Device obtains Software the update from files the from BlackBerry the wireless Enterprise BlackBerry Server. Device Software server.

16 About wireless BlackBerry Device Software updates During the download and installation processes During the download process BlackBerry smartphone user can use the BlackBerry smartphone To make calls, it is recommended that the download process be paused or cancelled When answering a call, the download process automatically suspends and then resumes once the call has ended During the installation process The BlackBerry smartphone is not available for use Note: Downloading wireless BlackBerry Device Software updates may significantly increase the amount of wireless data transmitted to the BlackBerry smartphone and result in additional data charges.

17 About wireless BlackBerry Device Software updates Security features BlackBerry smartphone The security features of the BlackBerry smartphone are designed to perform the following: Authenticate wireless BlackBerry Device Software update requests sent by the BlackBerry Enterprise Server Verify digital signature on the wireless BlackBerry Device Software update package before installing it Require the BlackBerry smartphone user to type a password before the BlackBerry smartphone backs up or restores BlackBerry smartphone data if content protection is enabled

18 About wireless BlackBerry Device Software updates Download and installation times The duration of the download and installation for wireless BlackBerry Device Software update package depends on the following: BlackBerry smartphone model Type of update Size of update package Wireless network conditions Wireless network type

19 About wireless BlackBerry Device Software updates BlackBerry Enterprise Server requirements BlackBerry Enterprise Server software version 4.1 Service Pack 5 (4.1.5) or later Note: Only Security, Enterprise, and BlackBerry smartphone administrators can manage wireless BlackBerry Device Software updates on the BlackBerry Enterprise Server.

20 About wireless BlackBerry Device Software updates BlackBerry smartphone requirements BlackBerry Device Software 4.5 or later 64 MB of flash memory Ability to perform wireless BlackBerry Device Software updates using specific network connections Battery power level of at least 50% Wireless service provider must have an update path for the BlackBerry smartphone

21 Managing wireless BlackBerry Device Software updates

22 Manage wireless BlackBerry Device Software updates Objectives By the end of this module, you should be able to Describe how to search for available wireless BlackBerry Device Software updates Describe how to send a request for a wireless BlackBerry Device Software update Describe how to monitor the progress of a wireless BlackBerry Device Software update Describe how to send a wireless BlackBerry Device Software update cancellation request Describe how to prevent BlackBerry smartphone users from cancelling a wireless BlackBerry Device Software update request

23 Manage wireless BlackBerry Device Software updates Controlling software updates The BlackBerry Enterprise Server can perform the following tasks: Select available update packages Send update requests to a BlackBerry smartphone Request the BlackBerry smartphone user download the update package Permit wireless service providers to select and send update requests to BlackBerry smartphones associated with a BlackBerry Enterprise Server

24 Manage wireless BlackBerry Device Software updates Wireless network condition and types The administrator can set which wireless network connections the BlackBerry smartphone is able to use to download a wireless BlackBerry Device Software update, including the following: Wi-Fi technology WAN WAN (Roaming) WAN (Roaming international) Serial bypass Note: The serial bypass option includes connections to the BlackBerry Router using Bluetooth technology or a USB connection. WAN USB Wide area network Universal serial bus

25 Manage wireless BlackBerry Device Software updates BlackBerry Manager On the BlackBerry Manager, you can Search for available wireless BlackBerry Device Software updates Send an wireless BlackBerry Device Software update request

26 Manage wireless BlackBerry Device Software updates BlackBerry Manager On the BlackBerry Manager, you can Monitor the wireless BlackBerry Device Software update request Cancel a wireless BlackBerry Device Software update request Prevent BlackBerry smartphone users from cancelling a wireless BlackBerry Device Software update request

27 Manage wireless BlackBerry Device Software updates Search for wireless BlackBerry Device Software update information The BlackBerry smartphone properties used to search for available wireless BlackBerry Device Software updates include: On the Updates tab Home Carrier Update Status BlackBerry smartphone Server Name Version IT Policy IT Information technology

28 Manage wireless BlackBerry Device Software updates Search for wireless BlackBerry Device Software update information You can add optional update properties to display in the BlackBerry Manager. For a complete list of optional update properties and their descriptions, see the Wireless BlackBerry Device Software Updates with BlackBerry Enterprise Server job aid. On the All Users tab Software Upgradeability

29 Manage wireless BlackBerry Device Software updates Send a wireless BlackBerry Device Software update request In BlackBerry Manager, you can Send a wireless BlackBerry Device Software update request to a BlackBerry smartphone Set the severity level of the wireless BlackBerry Device Software update

30 Manage wireless BlackBerry Device Software updates Send a wireless BlackBerry Device Software update request In BlackBerry Manager, you can Include a message containing information about the wireless BlackBerry Device Software update Set the maximum number of days in which it is possible to return the BlackBerry Device Software to the previous version Note: The Rollback Cutoff Days setting can be set to a value between 1 and 31. Note: By default, the period to send a cancellation request is 24 hours after the process completes

31 About wireless BlackBerry Device Software updates Severity levels The Update severity parameter allows the administrator to set the severity of the wireless BlackBerry Device Software update request. 1. Mandatory: Designed to automatically install the wireless BlackBerry Device Software update if the BlackBerry smartphone user does not accept the request within 72 hours Note: The BlackBerry smartphone user can defer the 24 hour reminder for the mandatory wireless BlackBerry Device Software update request for 72 hours after which the installation process begins automatically. 2. Critical: The BlackBerry smartphone user should download and install the wireless software update immediately

32 About wireless BlackBerry Device Software updates Severity levels 3. High: The BlackBerry smartphone user should download and install the wireless software update as soon as possible 4. Medium: The BlackBerry smartphone user should download and install the wireless software update as soon as it is convenient for the BlackBerry smartphone user 5. Low: The BlackBerry smartphone user should download and install the wireless software update when the BlackBerry smartphone user wants to Note: If the BlackBerry smartphone user defers the wireless BlackBerry Device Software update, a reminder will appear on the BlackBerry smartphone every 24 hours for 30 days after the initial request.

33 Manage wireless BlackBerry Device Software updates Monitor a wireless BlackBerry Device Software update A BlackBerry Enterprise Server administrator can monitor a wireless BlackBerry Device Software update process including Whether a BlackBerry smartphone has received a request Whether a BlackBerry smartphone user has accepted, declined, or deferred a request Whether the wireless BlackBerry Device Software update download or installation process has started Whether a BlackBerry smartphone has received a cancellation request Whether a BlackBerry smartphone user has accepted, declined, or deferred a cancellation request Whether the wireless BlackBerry Device Software update cancellation process has started

34 Manage wireless BlackBerry Device Software updates Cancel a wireless BlackBerry Device Software update A BlackBerry Enterprise Server administrator can cancel a wireless BlackBerry Device Software update and return the BlackBerry Device Software to the previous version If the BlackBerry smartphone user has not received the request, the administrator can cancel it without the BlackBerry smartphone user s consent If the BlackBerry smartphone user has received the request, the administrator must send a cancellation request which the BlackBerry smartphone user can accept, decline, or defer Accepting the cancellation request returns the BlackBerry Device Software to the previous version

35 Manage wireless BlackBerry Device Software updates Send a cancellation request Prerequisites The BlackBerry smartphone user has received or installed the wireless BlackBerry Device Software update If the wireless BlackBerry Device Software update has been installed, the cancellation request must be sent within the permitted cancellation request period, set in the Rollback Cutoff Days field, of the original wireless BlackBerry Device Software update request Note: The BlackBerry Enterprise Server is designed to cancel the wireless BlackBerry Device Software update in 1-2 hours. The BlackBerry smartphone user can view status information about the cancellation process on the BlackBerry smartphone.

36 Manage wireless BlackBerry Device Software updates Preventing BlackBerry smartphone users from canceling wireless BlackBerry Device Software updates BlackBerry smartphone users can cancel a wireless BlackBerry Device Software update during the following scenarios: The wireless BlackBerry Device Software update process has successfully completed on the BlackBerry smartphone The cancellation request period, Rollback Cutoff Days, for the wireless BlackBerry Device Software update request that the BlackBerry smartphone user wants to cancel is not expired

37 Manage wireless BlackBerry Device Software updates Preventing BlackBerry smartphone users from canceling wireless BlackBerry Device Software updates An administrator can prevent a BlackBerry smartphone user from returning to a previous version of BlackBerry Device Software for the following reasons: To control the versions of BlackBerry Device Software running on BlackBerry smartphones in the organization To incorporate new features available with an updated version of BlackBerry Device Software. For example, BlackBerry Device Software version 4.5 introduces DataViz Documents To Go

38 Manage wireless BlackBerry Device Software updates Reasons for preventing wireless software updates based on network connection type You may want to prevent BlackBerry smartphone users from downloading a wireless BlackBerry Device Software update using specific network connections for the following reasons: Conserve network bandwidth Prevent added cost of network usage Increase security Make sure wireless BlackBerry Device Software updates occur over only network connections of your choice

39 Manage wireless BlackBerry Device Software updates Reasons for permitting BlackBerry smartphone users to download over a Wi-Fi connection You may want to permit BlackBerry smartphone users to download wireless BlackBerry Device Software updates over a Wi-Fi connection under the following conditions: Your organization s environment uses a Wi-Fi network Your organization wants to minimize the cost of wireless network usage

40 Manage wireless BlackBerry Device Software updates Reasons for preventing BlackBerry smartphone users from sending software update requests You may want to restrict the versions of BlackBerry Device Software that can be installed on the BlackBerry smartphone in the organization by preventing BlackBerry smartphone users from sending a wireless BlackBerry Device Software update request.

41 Manage wireless BlackBerry Device Software updates Upgrading over a serial bypass connection To perform the wireless BlackBerry Device Software update over a serial bypass connection, BlackBerry smartphone users must connect the BlackBerry smartphone to a computer running BlackBerry Desktop Manager.

42 Troubleshooting wireless BlackBerry Device Software update issues

43 Troubleshooting wireless BlackBerry Device Software update issues Objectives Identify a wireless BlackBerry Device Software update request sent to the BlackBerry smartphone using the BlackBerry Policy Service log Identify a wireless BlackBerry Device Software update package installation on the BlackBerry smartphone using the BlackBerry smartphone Event log Troubleshoot common wireless BlackBerry Device Software update issues

44 Troubleshooting wireless BlackBerry Device Software update issues View wireless BlackBerry Device Software logging information To view wireless BlackBerry Device Software update logging information, the BlackBerry Policy Service (POLC) log level must be set to 4 (Default setting).

45 Troubleshooting wireless BlackBerry Device Software update issues BlackBerry Enterprise Server - BlackBerry Policy Service log The following POLC log shows a wireless BlackBerry Device Software update request sent from the BlackBerry Enterprise Server to the BlackBerry smartphone with the Wireless Update icon displayed on the BlackBerry smartphone [40000] (06/27 14:54:07.812):{0xD90} PIN=JJJJJJJJ, UserId=36}RequestHandler::DoWork - Processing OTASL_SEND_UPGRADES_AVAILABLE request [40000] (06/27 14:54:07.843):{0xD90} PIN=JJJJJJJJ, userid=36}requesthandler::sendtorelay - SubmitToRelaySendQ, Tag=652 [40000] (06/27 14:54:07.843):{0xD88} [BIPP] Send data, Tag=652 [40000] (06/27 14:54:07.875):{0xD90} PIN=JJJJJJJJ, userid=36}requesthandler::otaslsendupgradesavailable: Sending the OTASL Upgrades Available Request. [40000] (06/27 14:54:07.890):{0xD90} PIN=JJJJJJJJ, UserId=36}RequestHandler::DoWork - Completed Processing OTASL_SEND_UPGRADES_AVAILABLE request [40000] (06/27 14:54:11.390):{0xD84} [BIPP] Received status DELIVERED, Tag=652

46 Troubleshooting wireless BlackBerry Device Software update issues BlackBerry smartphone event log The BlackBerry smartphone event log indicates the event, initiator, and completion of a wireless BlackBerry Device Software update guid:0x53aca9b21d15f33e time: Wed Jul 02 15:09: severity:0 type:2 app:net.rim.otaupgrade data:otau:capable The BlackBerry smartphone is able to perform a wireless BlackBerry Device Software update guid:0x53aca9b21d15f33e time: Thu Jul 03 10:56: severity:0 type:2 app:net.rim.otaupgrade data:otau:poke A wireless BlackBerry Device Software update request has been sent by the BlackBerry Enterprise Server or wireless service provider The Wireless Update icon should appear on the BlackBerry smartphone

47 Troubleshooting wireless BlackBerry Device Software update issues BlackBerry smartphone Event log guid:0x53aca9b21d15f33e time: Thu Jul 03 10:56: severity:0 type:2 app:net.rim.otaupgrade data:otau:status S######## B17 C:1 A status update has occurred for the wireless BlackBerry Device Software update The SRP ID, S########, indicates that the status update was initiated by the BlackBerry Enterprise Server Note: For instructions on how to access the BlackBerry smartphone event logs, see knowledge base article KB04352 in the BTSC at BlackBerry.com/BTSC. BTSC KB SPR BlackBerry Technical Solution Center Knowledge base Server Routing Protocol

48 Troubleshooting wireless BlackBerry Device Software update issues BlackBerry smartphone users might experience issues During the wireless BlackBerry Device Software update download process During the wireless BlackBerry Device Software update installation process After the wireless BlackBerry Device Software update installation process

49 Troubleshooting wireless BlackBerry Device Software update issues Unable to download the wireless BlackBerry Device Software package Cause The BlackBerry smartphone is associated with a BlackBerry Enterprise Server that is running BlackBerry Enterprise Server software version 4.1 Service Pack 4 or earlier. Resolution Make sure the BlackBerry Enterprise Server is running BlackBerry Enterprise Server software version 4.1 Service Pack 5 or later.

50 Troubleshooting wireless BlackBerry Device Software update issues Unable to download the wireless BlackBerry Device Software package Cause The BlackBerry smartphone does not meet the memory, wireless network connectivity, or BlackBerry Device Software requirements. Resolution Make sure the BlackBerry smartphone meets the memory, wireless network connectivity, and BlackBerry Device Software requirements.

51 Troubleshooting wireless BlackBerry Device Software update issues Unable to download the wireless BlackBerry Device Software package Cause The BlackBerry smartphone is associated with a BlackBerry Enterprise Server that has an IT policy that does not allow wireless BlackBerry Device Software Resolution Make sure the BlackBerry Enterprise Server allows wireless BlackBerry Device Software updates. IT Information technology

52 Troubleshooting wireless BlackBerry Device Software update issues Unable to install the wireless BlackBerry Device Software package Cause The BlackBerry smartphone does not meet the memory or battery power level requirements Resolution Make sure the BlackBerry smartphone meets the requirements for available memory and sufficient battery power

53 Troubleshooting wireless BlackBerry Device Software update issues After installing the wireless BlackBerry Device Software package Problem Installing an application on the BlackBerry smartphone using the Application Loader tool in BlackBerry Desktop Manager results in the BlackBerry Device Software returning to a previous version of BlackBerry Device Software. Resolution This is by design. The BlackBerry Device Software returns to the version of BlackBerry Device Software on the computer. Verify that no BlackBerry Device Software exists on the computer where BlackBerry Desktop Manager is installed.

54 Troubleshooting wireless BlackBerry Device Software update issues Refresh rate Problem Not able to determine the BlackBerry Manager polling of the patch availability server of the wireless BlackBerry Device Software update server instances in the BlackBerry Manager log files. Cause The BlackBerry Manager logging level is set to 4 or lower Resolution Set the BlackBerry Manager logging level to 6 and then search for OTASLRefreshInterval. Note: The refresh interval is shown in seconds.

55 BlackBerry Technical Solution Center For more information about wireless BlackBerry Device Software updates, see the BTSC at

56 Legal Disclaimer 2008 Research In Motion Limited. All Rights Reserved. The BlackBerry family of related marks, images and symbols are the exclusive properties and trademarks of Research In Motion Limited. RIM, Research In Motion, and BlackBerry are registered with the U.S. Patent and Trademark Office and may be pending or registered in other countries. Bluetooth is a trademark of Bluetooth SIG. DataViz and Documents To Go are trademark of DataViz. Wi-Fi is a trademark of the Wi-Fi Alliance. All other brands, product names, company names, trademarks and service marks are the properties of their respective owners. This document is provided as is and Research In Motion Limited and its affiliated companies ( RIM ) assume no responsibility for any typographical, technical or other inaccuracies in this document. RIM reserves the right to periodically change information contained in this document. RIM makes no representations, warranties, conditions or covenants, either express or implied.

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