Installation and Administration Guide

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1 Installation and Administration Guide BlackBerry Collaboration Service Version 12.1

2 Published: SWD

3 Contents About this guide... 5 Planning a BlackBerry Collaboration Service installation...6 Requirements...7 Hardware requirements: BlackBerry Collaboration Service... 7 Software requirements: BlackBerry Collaboration Service...7 Software requirements: Instant messaging server Supported features and environments...10 Unsupported environments...11 Preinstallation tasks Configure permissions for the service account Verifying database permissions to connect to the BlackBerry Collaboration Service...13 Preparing the computer that hosts the BlackBerry Collaboration Service for use with Microsoft Lync Server 2010 or Preparing the computer that hosts the BlackBerry Collaboration Service for use with Microsoft Office Communications Server 2007 R Prerequisites: Installing the BlackBerry Collaboration Service software...16 Accessing the BlackBerry Collaboration Service software Installing the BlackBerry Collaboration Service software...17 Install the BlackBerry Collaboration Service...17 Postinstallation tasks Provisioning the BlackBerry Collaboration Service as a trusted application...19 Turn off automatic provisioning of the BlackBerry Collaboration Service as a trusted application Manually provision the BlackBerry Collaboration Service as a trusted application...20 Delivering the BlackBerry Enterprise IM app to devices...20 Administering the BlackBerry Collaboration Service Specify the inactivity timeout limit for instant messaging sessions Specify the maximum number of instant messaging sessions that can be open at the same time...21 Change the instant messaging server pool that the BlackBerry Collaboration Service connects to...22

4 BlackBerry Collaboration Service connection types and port numbers About the BBIM log files...23 Turn on BBIM logging Sending updated device settings to BlackBerry 10 devices Update the device settings when BlackBerry Collaboration Service instances are added and removed Removing the BlackBerry Collaboration Service software...24 Remove the BlackBerry Collaboration Service software Components used in BlackBerry Collaboration Service...26 Data flow: Sending an instant message from the BlackBerry Enterprise IM app using Microsoft Office Communications Server or Microsoft Lync Server Data flow: Sending an instant message from the BlackBerry Enterprise IM app using IBM Sametime...29 Glossary Product documentation...33 Provide feedback...35 Legal notice...36

5 About this guide About this guide 1 This guide describes how to install, configure, and administer the BlackBerry Collaboration Service. This guide is intended for senior and junior IT professionals who are responsible for setting up and administering the BlackBerry Collaboration Service and BES12 version Before using this guide, BES12 should be installed and configured. 5

6 Planning a BlackBerry Collaboration Service installation Planning a BlackBerry Collaboration Service installation 2 The BlackBerry Collaboration Service provides an encrypted connection between your organization's instant messaging server and the Enterprise IM app on BlackBerry devices so that users can start and manage instant messaging conversations on their devices. If the environment has a mix of BES5 and BES12, the BES5 devices continue to use the BlackBerry Collaboration Service that came with BES5. You can install the BlackBerry Collaboration Service on the computer that hosts BES12 or on a separate computer. You should consider any effect on system resources before you decide where to install the BlackBerry Collaboration Service. If you want to maximize the number of TCP connections available so that the BlackBerry Collaboration Service can respond to an increased amount of requests from the Enterprise IM app, you can install the BlackBerry Collaboration Service on a separate computer. You can install multiple BlackBerry Collaboration Service instances, but you can install only one type of BlackBerry Collaboration Service for each BES12 in your organization's environment. If you want to change the instant messaging environment that an instance of the BlackBerry Collaboration Service uses, you must reinstall the BlackBerry Collaboration Service and select the new instant messaging server during the installation process. You can install multiple instances of the BlackBerry Collaboration Service in order to support high availability. If an instance of the BlackBerry Collaboration Service becomes unavailable, a user's device will automatically connect to an available instance. For more information about high availability, go to docs.blackberry.com/bes12 to see the BES12 Installation Guide. 6

7 Requirements Requirements 3 Hardware requirements: BlackBerry Collaboration Service The following requirements apply to the computer that you install the BlackBerry Collaboration Service on. For more information about calculating hardware requirements, visit docs.blackberry.com/bes12 to see the BES12 Performance Calculator. Item Description Hardware requirements One processor, Quad Core, 2.4 GHz (4 cores) or 4 vcpu 6 GB of available memory (for 1000 users or fewer) 100 GB of disk space Supports up to 5000 devices that connect through the BlackBerry Infrastructure if the BlackBerry Collaboration Service is installed on the same computer as BES12 version 12.1 Supports up to 5000 devices for each BlackBerry Collaboration Service instance, per computer Install an additional 1 GB of memory for each 1000 users beyond the first 1000 Less memory might be required for 1000 users if the Java memory footprint is reduced. For instructions, visit to read article KB Additional memory might be required if users have a higher number of active conversations than is typical Software requirements: BlackBerry Collaboration Service The following requirements apply to the computer that you install the BlackBerry Collaboration Service on. 7

8 Requirements Item Requirement BlackBerry Enterprise Service BES12 version 12.1 Operating system Any of the following operating systems: Windows Server 2008 SP2 (64-bit) Windows Server 2008 R2 (64-bit) Windows Server 2008 R2 SP1 (64-bit) For more information about the supported operating systems, visit docs.blackberry.com to see the BlackBerry Collaboration Service and BlackBerry Enterprise IM app Compatibility Matrix IBM Sametime IP address of the computer that hosts the BlackBerry Collaboration Service added to the CommunityConnectivity document on the IBM Sametime server If your organization uses IBM Sametime with the IBM Domino Directory, IBM Notes Traveler or later must be installed to perform remote searches using the Enterprise IM app. Microsoft Office Communications Server 2007 R2 The latest Microsoft hotfixes installed (for more information, visit to read article ) The BlackBerry Collaboration Service installed in the same Microsoft Active Directory forest as Microsoft Office Communications Server 2007 R2 The service account that runs the BlackBerry Collaboration Service added to one of the following groups: RTCUniversalServerAdmins group, to automatically provision the BlackBerry Collaboration Service as a trusted service in Microsoft Active Directory (for more information, visit msdn.microsoft.com to read about required Microsoft Active Directory permissions) RTCComponentUniversalServices group, if you use another account with the required permissions (RTCUniversalServerAdmins) to manually provision the BlackBerry Collaboration Service as a trusted service in Microsoft Active Directory (for more information, see "Manually provision the BlackBerry Collaboration Service as a trusted application") Microsoft.NET Framework 3.5 SP1 Microsoft Visual C Redistributable Package (vcredist_x64.exe) Microsoft SQL Server Native Client (sqlncli_x64.msi) 8

9 Requirements Item Requirement Microsoft Unified Communications Managed API 2.0 Core Redistributable 64- bit (ucmaredist.msi) Microsoft Office Communications Server 2007 R2, Core Components (ocscore.msi) The required certificate installed in the Personal Certificate folder for the local computer account For detailed instructions about the Microsoft install packages and installing the required certificate, see "Preparing the computer that hosts the BlackBerry Collaboration Service for use with Microsoft Office Communications Server 2007 R2". Microsoft Lync Server 2010 and 2013 The latest Microsoft hotfixes installed (for more information, visit to read article ) The BlackBerry Collaboration Service installed in the same Microsoft Active Directory forest as Microsoft Lync Server 2010 The service account that runs the BlackBerry Collaboration Service added to one of the following groups: RTCUniversalServerAdmins group, to automatically provision the BlackBerry Collaboration Service as a trusted service in Microsoft Active Directory (for more information, visit msdn.microsoft.com to read about required Microsoft Active Directory permissions) RTCComponentUniversalServices group, if you use another account with the required permissions (RTCUniversalServerAdmins) to manually provision the BlackBerry Collaboration Service as a trusted service in Microsoft Active Directory (for more information, see "Manually provision the BlackBerry Collaboration Service as a trusted application") Microsoft.NET Framework 3.5 SP1 Microsoft Visual C Redistributable Package (vcredist_x64.exe) Microsoft SQL Server Native Client (sqlncli_x64.msi) Microsoft Unified Communications Managed API 2.0 Core Redistributable 64- bit (ucmaredist.msi) Microsoft Office Communications Server 2007 R2, Core Components (ocscore.msi) The required certificate installed in the Personal Certificate folder for the local computer account 9

10 Requirements Item Requirement For detailed instructions about the Microsoft install packages and installing the required certificate, see "Preparing the computer that hosts the BlackBerry Collaboration Service for use with Microsoft Lync Server 2010." Related information Preparing the computer that hosts the BlackBerry Collaboration Service for use with Microsoft Lync Server 2010 or 2013, on page 13 Preparing the computer that hosts the BlackBerry Collaboration Service for use with Microsoft Office Communications Server 2007 R2, on page 14 Software requirements: Instant messaging server Any of the following instant messaging servers: IBM Sametime 8.5 IBM Sametime IBM Sametime 9.0 Microsoft Office Communications Server 2007 R2 Microsoft Lync Server 2010 Microsoft Lync Server 2013 Supported features and environments Item Virtual environment IP Remote access Description Current in-market releases of VMware and Microsoft Hyper-V are supported with the latest BlackBerry Collaboration Service version. For more information, visit to read article KB The BlackBerry Collaboration Service supports only IPv4 and TLS for TCP/IP connections. The BlackBerry Collaboration Service supports remote access by administrators who use Remote Desktop Connection. 10

11 Requirements Unsupported environments Item DMZ Computer that hosts the BlackBerry Collaboration Service Instant messaging server Description The BlackBerry Collaboration Service does not support installation in a DMZ. In a Microsoft Lync Server or a Microsoft Office Communications Server environment, the BlackBerry Collaboration Service that supports BlackBerry 10 devices cannot be installed on a computer that already hosts the BlackBerry Collaboration Service that supports BlackBerry 7.1 and earlier devices. A BES12 that connects to multiple instances of the BlackBerry Collaboration Service does not support more than one type of instant messaging server. You must use the same type of instant messaging server, such as Microsoft Lync Server 2010, for each local or remote BlackBerry Collaboration Service that you connect to a BES12. 11

12 Preinstallation tasks Preinstallation tasks 4 Configure permissions for the service account The service account is a Windows account that runs the services for the BlackBerry Collaboration Service. On the computer that you want to install the BlackBerry Collaboration Service on, you must configure permissions for the service account. Without the correct permissions, the BlackBerry Collaboration Service cannot run. You can use the BES12 service account to install the BlackBerry Collaboration Service. Before you begin: If you do not use the BES12 service account in Microsoft Active Directory, create a service account that you name BCSAdmin. 1. On the taskbar, click Start > Administrative Tools > Computer Management. 2. In the left pane, expand Local Users and Groups. 3. Navigate to the Groups folder. 4. In the right pane, double-click Administrators. 5. Click Add. 6. In the Enter the object names to select field, type the name of the service account (for example, BES12Admin or BCSAdmin). 7. Click OK. 8. Click Apply. 9. Click OK. 10. On the taskbar, click Start > Administrative Tools > Local Security Policy. 11. In the left pane, expand Local policies. 12. Click User rights agreement. 13. Configure the following permissions for the service account: Allow log on locally (if not assigned by default) Log on as a service 12

13 Preinstallation tasks Verifying database permissions to connect to the BlackBerry Collaboration Service The BlackBerry Collaboration Service connects to the BES12 database using the service account that you use to complete the installation process or the Microsoft SQL Server account that you specify during the installation process. The setup application might need to upgrade the BES12 database during the installation process, so the service account or Microsoft SQL Server account must have permissions on the server to upgrade the BES12 database. You can configure database permissions using Microsoft SQL Server roles. You must verify that the service account or Microsoft SQL Server account is a member of the db_owner database role for the BES12 database. Preparing the computer that hosts the BlackBerry Collaboration Service for use with Microsoft Lync Server 2010 or 2013 If you plan to install the BlackBerry Collaboration Service for use with Microsoft Lync Server 2010 or 2013, you must verify that the computer that you install the BlackBerry Collaboration Service on includes the required items. Before you install the BlackBerry Collaboration Service, you must perform the following actions in the order that they are listed below: 1. Install and enable Microsoft.NET Framework 3.5 SP1 (if you installed Microsoft.NET Framework 4.0, visit support.microsoft.com to read article before you continue). 2. For the following steps, use the install packages included with the Microsoft Office Communications Server 2007 R2 installation files. For steps a and b, you can find the files in Setup\amd64, and for steps c and d, you can find the files in Setup\amd64\Setup. a b c d Install Microsoft Visual C Redistributable Package (vcredist_x64.exe). Install Microsoft SQL Server Native Client (sqlncli_x64.msi). Install Microsoft Unified Communications Managed API 2.0 Core Redistributable 64-bit, version x (ucmaredist.msi). Install Microsoft Office Communications Server 2007 R2, Core Components, version x (ocscore.msi). For more information about downloading and installing the files, visit to read article KB After you complete step 2, install the latest Microsoft hotfixes for ucmaredist.msi and ocscore.msi. To download these files, visit and search for article

14 Preinstallation tasks 3. Install the required certificate in the Personal Certificate folder for the local computer account. You must choose the Web Server Certificate template and specify the following information: For the Subject Name, type the FQDN of the Microsoft Lync Server 2010 or 2013 pool. For the Subject Alternative Names, type the FQDN of the Microsoft Lync Server 2010 or 2013 pool and the FQDN of the computer that you install the BlackBerry Collaboration Service on. For more information about installing the required certificate, visit to read article KB The BlackBerry Collaboration Service supports Microsoft Unified Communications Managed API 2.0 and must use Microsoft Office Communications Server 2007 R2, Core Components to take advantage of the backwards compatibility of Microsoft Lync Server 2010 or 2013 with Microsoft Unified Communications Managed API 2.0. The BlackBerry Collaboration Service does not support using ocscore.msi or ucmaredist.msi from the Microsoft Lync Server 2010 or 2013 installation files. Preparing the computer that hosts the BlackBerry Collaboration Service for use with Microsoft Office Communications Server 2007 R2 If you plan to install the BlackBerry Collaboration Service for use with Microsoft Office Communications Server 2007 R2, you must verify that the computer that you install the BlackBerry Collaboration Service on includes the required items. Before you install the BlackBerry Collaboration Service, you must perform the following actions in the order that they are listed below: 1. Install and enable Microsoft.NET Framework 3.5 SP1 (if you installed Microsoft.NET Framework 4.0, visit support.microsoft.com to read article before you continue). 2. For the following steps, use the install packages included with the Microsoft Office Communications Server 2007 R2 installation files. For steps a and b, you can find the files in Setup\amd64, and for steps c and d, you can find the files in Setup\amd64\Setup. a b c d Install Microsoft Visual C Redistributable Package (vcredist_x64.exe). Install Microsoft SQL Server Native Client (sqlncli_x64.msi). Install Microsoft Unified Communications Managed API 2.0 Core Redistributable 64-bit, version x (ucmaredist.msi). Install Microsoft Office Communications Server 2007 R2, Core Components, version x (ocscore.msi). For more information about downloading and installing the files, visit to read article KB

15 Preinstallation tasks After you complete step 2, install the latest Microsoft hotfixes for ucmaredist.msi and ocscore.msi. To download these files, visit and search for article Install the required certificate in the Personal Certificate folder for the local computer account. You must choose the Web Server Certificate template and specify the following information: For the Subject Name, select Common name and type the FQDN of the computer that you install the BlackBerry Collaboration Service on. For more information about installing the required certificate, visit to read article KB

16 Prerequisites: Installing the BlackBerry Collaboration Service software Prerequisites: Installing the BlackBerry Collaboration Service software 5 Verify that you have the following system information available: For the BES12 database: the database name, the database server name, and if the database server uses static ports, the port number. For the instant messaging server: the port number and either the host name of the instant messaging server or the FQDN of the instant messaging pool. Accessing the BlackBerry Collaboration Service software To obtain the BlackBerry Collaboration Service software, visit one of the following locations: Visit to download the BlackBerry Collaboration Service software files. Open the BlackBerry Collaboration Service folder in the BES12 version 12.1 installation files. 16

17 Installing the BlackBerry Collaboration Service software Installing the BlackBerry Collaboration Service software 6 Install the BlackBerry Collaboration Service During the installation process, you might need to restart the computer. Before you begin: Verify that the service account has local administrator permissions on the computer that you install the BlackBerry Collaboration Service on. Verify that the computer that you install the BlackBerry Collaboration Service on has the required software and prerequisite files, and certificates are installed. If your organization's instant messaging server is Microsoft Office Communications Server 2007 R2 or Microsoft Lync Server 2010 or 2013, verify that the service account is a member of the RTCUniversalServerAdmins group or the RTCComponentUniversalServices group in Microsoft Active Directory. 1. Log in to the computer that you want to install the BlackBerry Collaboration Service on using the service account that has correct permissions. The service account runs the BlackBerry Collaboration Service services. 2. In the BlackBerry Collaboration Service installation files, double-click Setup.exe. If a Windows message appears and requests permission for Setup.exe to make changes to the computer, click Yes. 3. In the License agreement dialog box, perform the following actions: a. In the Customer information section, specify information for your organization and select your country or region. The setup application uses the organization name that you specify when it creates the certificate for the BlackBerry Collaboration Service. b. In the License agreement section, read the license agreement. To accept the license agreement, select I accept the terms of the license agreement. c. Click Next. 4. In the Database information dialog box, specify information for the Microsoft SQL Server name and database that BES12 uses. Click Next. 5. In the Instant messaging settings dialog box, perform the following actions: a. In the Instant messaging server drop-down list, select the instant messaging server that is in your organization's environment. b. In the BlackBerry Collaboration Service port field, change the port number if necessary. By default, the BlackBerry Collaboration Service uses port 8181 to listen for connections from the Enterprise IM app. 17

18 Installing the BlackBerry Collaboration Service software c. If applicable, in the Host field, type the host name of the instant messaging server. d. In the Port field, type the port number of the instant messaging server. e. If applicable, in the Pool name field, type the FQDN of the instant messaging pool. f. If applicable, select either TLS or TCP. g. Click Next. 6. In the Preinstallation checklist dialog box, read and verify the information. Click Next. 7. In the Accounts and folders dialog box, perform the following actions: a. In the Password field, type the password for the service account that you used in step 1. b. If necessary, change the location of the installation folder and log-file folder. c. Click Next. 8. In the Summary dialog box, verify that the information is correct. Click Install. 9. If the setup application prompts you to restart the computer, click Yes. Otherwise, click Next. 10. If you restart the computer, log in to the computer using the service account that you used in step In the Finalize installation dialog box, verify the Start the BlackBerry Collaboration Service check box is selected and click Finish to start the BlackBerry Collaboration Service. 18

19 Postinstallation tasks Postinstallation tasks 7 Provisioning the BlackBerry Collaboration Service as a trusted application If you install Microsoft Office Communications Server 2007 R2 or Microsoft Lync Server 2010 or 2013 for instant messaging, you must provision the BlackBerry Collaboration Service as a trusted application in Microsoft Active Directory. Depending on your organization's environment, you can set up the BlackBerry Collaboration Service instance to be automatically provisioned or manually provisioned as a trusted application. For more information about using automatic and manual provisioning in your environment, visit to read article KB If you add the service account that runs the BlackBerry Collaboration Service to the RTCUniversalServerAdmins group, the BlackBerry Collaboration Service is automatically provisioned as a trusted application. The RTCUniversalServerAdmins group is created when you install Microsoft Office Communications Server 2007 R2 or Microsoft Lync Server 2010 or If you do not add the service account that runs the BlackBerry Collaboration Service to the RTCUniversalServerAdmins group, you must manually provision each BlackBerry Collaboration Service instance as a trusted application. If the BlackBerry Collaboration Service is configured for automatic provisioning (by default), then restarting the BlackBerry Collaboration Service updates the required provisioning automatically. If you change the listening port number or if the FQDN of the instant-messaging pool changes, you must repeat the manual provisioning task. Turn off automatic provisioning of the BlackBerry Collaboration Service as a trusted application If you install Microsoft Office Communications Server 2007 R2 or Microsoft Lync Server 2010 or 2013 for instant messaging and you want to manually provision the BlackBerry Collaboration Service as a trusted application in Microsoft Active Directory, you must first turn off automatic provisioning. Before you begin: Verify that the service account that runs the BlackBerry Collaboration Service is a member of either the RTComponentUniversalServices group or the RTCUniversalServerAdmins group. 1. On the computer that hosts the BlackBerry Collaboration Service, navigate to <drive>:\program Files\BlackBerry \BlackBerry Collaboration Service\BBIM\Servers\instance\config. 2. In a text editor (run as administrator), open the rimpublic.property file. 3. At the end of the file, type improxy.rimmsconnector.autoprovision=false. 19

20 Postinstallation tasks 4. Save and close the rimpublic.property file. 5. In Windows services, restart the BlackBerry Collaboration Service. Manually provision the BlackBerry Collaboration Service as a trusted application Before you begin: Verify that the service account that you use to complete this task is a member of the RTCUniversalServerAdmins group or a group with similar permissions. Turn off automatic configuration of the BlackBerry Collaboration Service as a trusted application. 1. On the computer that hosts the BlackBerry Collaboration Service, navigate to <drive>:\program Files\BlackBerry \BlackBerry Collaboration Service\BBIM\bin. 2. Run the BCSProvisioner.exe file. 3. In the BCSProvisioner dialog box, perform the following actions to complete the provisioning process: a. In the Instant-messaging server pool drop-down list, select the FQDN that you specified during the BlackBerry Collaboration Service installation process. b. In the BlackBerry Collaboration Service server FQDN field, type the FQDN of the computer that hosts the BlackBerry Collaboration Service. c. In the Listening port field, type the port number that you specified during the BlackBerry Collaboration Service installation process. The default port number is d. Click Provision. 4. In Windows services, restart the BlackBerry Collaboration Service. Delivering the BlackBerry Enterprise IM app to devices To download the.zip file for the latest version of the BlackBerry Enterprise IM app, visit downloads. 20

21 Administering the BlackBerry Collaboration Service Administering the BlackBerry Collaboration Service 8 Specify the inactivity timeout limit for instant messaging sessions The BlackBerry Collaboration Service closes instant messaging sessions that exceed the inactivity timeout limit. The minimum value is In the management console, on the menu bar, click Settings. 2. In the left pane, click Collaboration > Settings. 3. In the Inactivity timeout (milliseconds) field, type a value, in milliseconds. 4. Click Save. Specify the maximum number of instant messaging sessions that can be open at the same time To control bandwidth and resource consumption in your organization's environment, you can specify the number of instant messaging sessions that can be open between the BlackBerry Collaboration Service and the instant messaging server at the same time. 1. In the management console, on the menu bar, click Settings. 2. In the left pane, click Collaboration > Settings. 3. In the Maximum simultaneous sessions field, type the maximum number of instant messaging sessions that can be open at the same time. 4. Click Save. 21

22 Administering the BlackBerry Collaboration Service Change the instant messaging server pool that the BlackBerry Collaboration Service connects to The IM server pool name is saved in the certificate. If you change the IM server pool name in a Microsoft Lync 2010 or 2013 environment, a new certificate must be installed for the BlackBerry Collaboration Service. For more information about installing a certificate, see "Preparing the computer that hosts the BlackBerry Collaboration Service for use with Microsoft Lync Server". If you change the IM Listening port, and the BlackBerry Collaboration Service is configured for manual provisioning, you must repeat the manual provisioning task. For more information about manually provisioning the BlackBerry Collaboration Service, see "Manually provision the BlackBerry Collaboration Service as a trusted application". 1. In the management console, on the menu bar, click Settings. 2. In the left pane, click Collaboration > Settings. 3. In the IM server pool name field, type the FQDN of the pool of instant messaging servers. 4. In the IM server port field, type the outbound port number of the instant messaging server or the port number of the pool of instant messaging servers. 5. If necessary, in the Listening port field, type the inbound listening port that the BlackBerry Collaboration Service uses. 6. Click Save. BlackBerry Collaboration Service connection types and port numbers Item Connection type Default port number UI where you can configure the connection Outgoing data connections to the Microsoft Office Communications Server 2007 R2 or Microsoft Lync Server 2010 or 2013 Incoming data connections from the Microsoft Office Communications Server 2007 R2 or Microsoft Lync Server 2010 or 2013 TCP (TLS or MTLS) TCP (TLS or MTLS) 5061 management console management console Incoming data connections from, and outgoing data connections to, IBM Sametime TCP/IP 1516 management console 22

23 Administering the BlackBerry Collaboration Service Item Connection type Default port number UI where you can configure the connection Incoming data connections from the Enterprise IM app SSL/HTTPS 8181 Incoming data connections from, and outgoing data connections to, the BES12 database that a Microsoft SQL Server hosts TCP 1433 (for static port) Windows registry On a 64-bit version of Windows: HKEY_LOCAL_MACHINE \SOFTWARE\WOW6432Node \Research In Motion \BlackBerry Enterprise Server \Database\Port About the BBIM log files You can use the BBIM log files to identify and troubleshoot issues with the BlackBerry Collaboration Service or BlackBerry 10 devices that use instant messaging in your organization's environment. The BBIM logging capabilities allow you to: Track the activity of the BlackBerry Collaboration Service instance Track device statistics such as number of logins, unsuccessful logins, and chats BBIM logging is set at the global level. When you enable BBIM logging in the management console, BBIM logging is turned on for all instances of the BlackBerry Collaboration Service in your organization s environment. The BBIM log file is created and is stored daily. If you install multiple BlackBerry Collaboration Service instances in your organization, each instance creates and stores its own log files. By default, name of the log file is <server_name>_<log_type>_01_<yyyymmdd>_<log_number>.<file extension> (for example, EIMServer_BBIM_01_ _0001.txt). Additional log files are created when you install the BlackBerry Collaboration Service. By default, these log files are stored in C: \Program Files\BlackBerry\BlackBerry Collaboration Service\Logs\<date> on each computer that an instance of the BlackBerry Collaboration Service is installed on. Turn on BBIM logging When you enable BBIM logging in the management console, BBIM logging is turned on for all instances of the BlackBerry Collaboration Service in your organization s environment. 1. On the menu bar, click Settings. 23

24 Administering the BlackBerry Collaboration Service 2. In the left pane, expand Collaboration. Click Settings. 3. Select the BBIM logging turned on checkbox. 4. Click Save. 5. Restart the BlackBerry Collaboration Service. Sending updated device settings to BlackBerry 10 devices You can add and remove BlackBerry Collaboration Service instances in your organization's environment. After you add or remove an instance, an updated device settings file must be sent to BlackBerry 10 devices. The device settings file provides BlackBerry 10 devices with information about available BlackBerry Collaboration Service instances in your organization's environment. Update the device settings when BlackBerry Collaboration Service instances are added and removed When you add or remove BlackBerry Collaboration Service instances in your organization's environment, you must send the updated information to BlackBerry 10 devices. 1. In the management console, on the menu bar, click Settings. 2. In the left pane, click Collaboration > Device settings. 3. Click Update device settings. Removing the BlackBerry Collaboration Service software You can use the uninstall application to remove the BlackBerry Collaboration Service software from a computer. The uninstall application can also remove the log files for the existing installation. Remove the BlackBerry Collaboration Service software 1. On the taskbar, click Start > Control Panel. 24

25 Administering the BlackBerry Collaboration Service 2. Click Uninstall a program. 3. Click BlackBerry Collaboration Service. 4. Click Uninstall. 5. If the uninstall application prompts you to restart the computer to finish removing the BlackBerry Collaboration Service software, click OK. 6. If you have multiple instances of the BlackBerry Collaboration Service installed, you must send an updated device settings file to the BlackBerry 10 devices. For information on sending the device settings file, see "Sending updated device settings to BlackBerry 10 devices". Related information Sending updated device settings to BlackBerry 10 devices, on page 24 25

26 Components used in BlackBerry Collaboration Service Components used in BlackBerry Collaboration Service 9 The architecture displays components used by the BlackBerry Collaboration Service in a BES12 version 12.1 environment. For more information about the BES12 architecture and the individual components, visit docs.blackberry.com/bes12 to see the BlackBerry Enterprise Service 12 Architecture and Data Flows Reference Guide. Components BlackBerry Collaboration Service BES12 database Management console Description The BlackBerry Collaboration Service provides a connection between your organization's instant messaging server and the Enterprise IM app on BlackBerry 10 devices running BlackBerry 10 OS version or later. The BES12 database is a relational database that contains user account information and configuration information that the BlackBerry Collaboration Service and the BES12 components use. The BlackBerry Collaboration Service console is integrated into the BES12 management console. You can access it from the menu bar by clicking Settings> Collaboration. The management console is used to manage the BlackBerry Collaboration Service and the user accounts and devices that are associated with BES12. 26

27 Components used in BlackBerry Collaboration Service Components BlackBerry MDS Connection Service Description The BlackBerry MDS Connection Service provides a secure connection between the BlackBerry 10 devices and the organizations's network. The connection is used when the device is not connected to your work Wi-Fi network. The BlackBerry MDS Connection Service is also responsible for providing enterprise push services for BlackBerry 10 devices. BlackBerry Affinity Manager BlackBerry Dispatcher BlackBerry Router TCP proxy The BlackBerry Affinity Manager maintains an SRP connection with the BlackBerry Infrastructure over the Internet. The BlackBerry Dispatcher provides secure connectivity for BlackBerry 10 devices. By default, BES12 makes a direct connection to the BlackBerry Infrastructure over port The BlackBerry Router acts as a proxy server for connections over the BlackBerry Infrastructure between BES12 and all devices. If your organization already has a TCP proxy server installed or requires one to meet networking requirements, you can use a TCP proxy server instead of the BlackBerry Router. Other components Components BlackBerry Infrastructure Microsoft Active Directory Description The BlackBerry Infrastructure validates SRP information and controls the data that travels outside your organization's firewall to and from your organization's devices. If your organization uses Microsoft Active Directory, user account information is obtained from the Microsoft Active Directory. This information is required to create user accounts. If your organization s instant messaging server is Microsoft Office Communications Server 2007 R2 or Microsoft Lync Server 2010 or 2013, the BlackBerry Collaboration Service validates the user's login information with Microsoft Active Directory. IBM Domino Directory Work Wi-Fi or VPN connection Instant messaging server If your organization uses IBM Sametime with the IBM Domino Directory, user account information is obtained from the IBM Domino Directory. The BlackBerry Collaboration Service validates the user's login information with the IBM Domino Directory. After a BlackBerry 10 device is activated on BES12, communication between the BlackBerry Collaboration Service and the BlackBerry 10 device can occur over your organization s VPN or Wi-Fi network when the BlackBerry 10 device is within a wireless coverage area and enabled for access. Your organization requires one of the following instant messaging servers: 27

28 Components used in BlackBerry Collaboration Service Components Description IBM Sametime 8.5, 8.5.2, or 9.0 Microsoft Office Communications Server 2007 R2 Microsoft Lync Server 2010 or 2013 Data flow: Sending an instant message from the BlackBerry Enterprise IM app using Microsoft Office Communications Server or Microsoft Lync Server 1. A user logs in to the BlackBerry Enterprise IM app on a BlackBerry 10 device that is running BlackBerry 10 OS version 10.1 or later. 2. The BlackBerry 10 device compresses and encrypts the user ID and password. 3. The Enterprise IM app performs one of the following actions: If the BlackBerry 10 device connects using the wireless network, the Enterprise IM app opens an SSL connection and sends the encrypted message through a secure channel from the BlackBerry 10 device through the BlackBerry Infrastructure, BlackBerry Router, BlackBerry Affinity Manager, to the BlackBerry Dispatcher over 28

29 Components used in BlackBerry Collaboration Service port 3101, through the BlackBerry MDS Connection Service, and to the BlackBerry Collaboration Service over port If the BlackBerry 10 device connects using the work Wi-Fi network, the BlackBerry Enterprise IM app opens an SSL connection and sends the encrypted message from the BlackBerry 10 device to the BlackBerry Collaboration Service over port The BlackBerry Collaboration Service checks the BES12 database to find out if the maximum number of available sessions has been reached. 5. The BlackBerry Collaboration Service connects to Microsoft Active Directory to validate the user's login information. 6. The BlackBerry Collaboration Service connects to the instant messaging server and registers an active endpoint for the user using UCMA, over an MTLS connection over port The instant messaging server sends the registration information back to the BlackBerry Collaboration Service. 8. The BlackBerry Collaboration Service performs one of the following actions: If the BlackBerry 10 device connects using the wireless network, the BlackBerry Collaboration Service sends the registration response to the BlackBerry 10 device using the SSL connection through the BlackBerry MDS Connection Service, BlackBerry Dispatcher, BlackBerry Affinity Manager, BlackBerry Router, and BlackBerry Infrastructure. If the BlackBerry 10 device connects using the work Wi-Fi network, the BlackBerry 10 device and the BlackBerry Collaboration Service use a direct connection over port The session is created between the BlackBerry 10 device and the BlackBerry Collaboration Service and between the BlackBerry Collaboration Service and Microsoft Office Communications Server or Microsoft Lync Server. The user can start a conversation, set an availability status, and so on. Data flow: Sending an instant message from the BlackBerry Enterprise IM app using IBM Sametime 29

30 Components used in BlackBerry Collaboration Service 1. A user logs in to the Enterprise IM app on a BlackBerry 10 device that is running BlackBerry 10 OS version 10.1 or later. 2. The BlackBerry 10 device compresses and encrypts the user ID and password. 3. The Enterprise IM app performs one of the following actions: If the BlackBerry 10 device connects using the wireless network, the Enterprise IM app opens an SSL connection and sends the encrypted message through a secure channel from the BlackBerry 10 device through the BlackBerry Infrastructure, BlackBerry Router, BlackBerry Affinity Manager, to the BlackBerry Dispatcher over port 3101, through the BlackBerry MDS Connection Service, and to the BlackBerry Collaboration Service over port If the BlackBerry 10 device connects using the work Wi-Fi network, the Enterprise IM app opens an SSL connection on the BlackBerry 10 device and sends the encrypted message to the BlackBerry Collaboration Service over port The BlackBerry Collaboration Service checks the BES12 database to find out if the maximum number of available sessions has been reached. 5. The BlackBerry Collaboration Service signs the user in to the IBM Sametime server. The BlackBerry Collaboration Service starts an encrypted connection over TCP/IP using the IBM Sametime APIs, reformats the request from the BlackBerry proprietary protocol format into one that the IBM Sametime API supports, and sends the request. By default, the BlackBerry Collaboration Service starts the connection over port 1516 unless you specify a custom port number. 6. The IBM Sametime Server sends the acceptance back to the BlackBerry Collaboration Service. 7. The BlackBerry Collaboration Service performs one of the following actions: If the BlackBerry 10 device connects using the wireless network, the BlackBerry Collaboration Service sends the acceptance response to the BlackBerry 10 device through the BlackBerry MDS Connection Service, BlackBerry Dispatcher, BlackBerry Affinity Manager, BlackBerry Router, and BlackBerry Infrastructure. If the BlackBerry 10 device connects using the work Wi-Fi network, the BlackBerry 10 device and the BlackBerry Collaboration Service use a direct connection over port

31 Components used in BlackBerry Collaboration Service The session is created between the BlackBerry 10 device and the BlackBerry Collaboration Service and between the BlackBerry Collaboration Service and the IBM Sametime Server. The user can start a conversation, set an availability status, and so on. 31

32 Glossary Glossary 10 BES5 BlackBerry Enterprise Server 5 BES12 BlackBerry Enterprise Service 12 DMZ FQDN HTTPS MTLS SSL TCP TCP/IP TLS A demilitarized zone (DMZ) is a neutral subnetwork outside of an organization's firewall. It exists between the trusted LAN of the organization and the untrusted external wireless network and public Internet. fully qualified domain name Hypertext Transfer Protocol over Secure Sockets Layer Mutual Transport Layer Security Secure Sockets Layer Transmission Control Protocol Transmission Control Protocol/Internet Protocol (TCP/IP) is a set of communication protocols that is used to transmit data over networks, such as the Internet. Transport Layer Security 32

33 Product documentation Product documentation 11 Category Resource Description Overview BES12 Product Overview Introduction to BES12 and its features Finding your way through the documentation Architecture BES12 Architecture and Data Flow Reference Guide Descriptions of BES12 components Descriptions of activation and other data flows, such as configuration updates and , for different types of devices Release notes BES12 Release Notes Descriptions of known issues and potential workarounds BlackBerry Collaboration Service Release Notes Descriptions of known issues and potential workarounds Installation and upgrade BES12 Planning Guide System requirements Planning BES12 deployment for an installation or an upgrade from BES5 or BES10 BES12 Installation Guide Installation instructions BES12 Upgrade Guide Upgrade instructions Installation and administration BlackBerry Collaboration Service Installation and Administration Guide System requirements Installation instructions Basic administration of BlackBerry Collaboration Service instances Description of BlackBerry Collaboration Service components Architecture Configuration BES12 Licensing Guide Descriptions of different types of licenses Instructions for activating and managing licenses 33

34 Product documentation Category Resource Description BES12 Configuration Guide Instructions for how to configure server components before you start administering users and their devices Instructions for migrating BES10 data from an existing BES10 database Administration BES12 Administration Guide Basic and advanced administration for all supported device types, including BlackBerry 10 devices, ios devices, Android devices, Windows Phone devices and BlackBerry OS (version 5.0 to 7.1) and earlier devices Instructions for creating user accounts, groups, roles, and administrator accounts Instructions for activating devices Instructions for creating and assigning IT policies and profiles Instructions for managing apps on devices Descriptions of profile settings BES12 Policy Reference Spreadsheet Descriptions of IT policy rules for BlackBerry 10 devices, ios devices, Android devices, Windows Phone devices and BlackBerry OS (version 5.0 to 7.1) and earlier devices Security BES12 Security Guide for BlackBerry Description of the security maintained by BES12, the BlackBerry Infrastructure, and BlackBerry 10 devices to protect data and connections Description of the BlackBerry 10 OS Description of how work data is protected on BlackBerry 10 devices when you use BES12 BES12 Security Guide for ios, Android, and Windows Phone Description of the security maintained by BES12, the BlackBerry Infrastructure, and ios, Android, and Windows Phone devices activated on BES12 to protect data at rest and in transit Description of how work space apps are protected on work space-enabled devices when you use BES12 34

35 Provide feedback Provide feedback 12 To provide feedback on this content, visit 35

36 Legal notice Legal notice BlackBerry. All rights reserved. BlackBerry and related trademarks, names, and logos are the property of BlackBerry Limited and are registered and/or used in the U.S. and countries around the world. IBM and Sametime are trademarks of International Business Machines Corporation. Intel and Xeon are trademarks of Intel Corporation. Microsoft, Active Directory, Hyper-V, Lync, SQL Server, Visual C++, Windows, and Windows Server are trademarks of Microsoft Corporation. VMware is a trademark of VMware, Inc. Wi-Fi is a trademark of the Wi-Fi Alliance. All other trademarks are the property of their respective owners. This documentation including all documentation incorporated by reference herein such as documentation provided or made available on the BlackBerry website provided or made accessible "AS IS" and "AS AVAILABLE" and without condition, endorsement, guarantee, representation, or warranty of any kind by BlackBerry Limited and its affiliated companies ("BlackBerry") and BlackBerry assumes no responsibility for any typographical, technical, or other inaccuracies, errors, or omissions in this documentation. In order to protect BlackBerry proprietary and confidential information and/or trade secrets, this documentation may describe some aspects of BlackBerry technology in generalized terms. BlackBerry reserves the right to periodically change information that is contained in this documentation; however, BlackBerry makes no commitment to provide any such changes, updates, enhancements, or other additions to this documentation to you in a timely manner or at all. This documentation might contain references to third-party sources of information, hardware or software, products or services including components and content such as content protected by copyright and/or third-party websites (collectively the "Third Party Products and Services"). BlackBerry does not control, and is not responsible for, any Third Party Products and Services including, without limitation the content, accuracy, copyright compliance, compatibility, performance, trustworthiness, legality, decency, links, or any other aspect of Third Party Products and Services. The inclusion of a reference to Third Party Products and Services in this documentation does not imply endorsement by BlackBerry of the Third Party Products and Services or the third party in any way. EXCEPT TO THE EXTENT SPECIFICALLY PROHIBITED BY APPLICABLE LAW IN YOUR JURISDICTION, ALL CONDITIONS, ENDORSEMENTS, GUARANTEES, REPRESENTATIONS, OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION, ANY CONDITIONS, ENDORSEMENTS, GUARANTEES, REPRESENTATIONS OR WARRANTIES OF DURABILITY, FITNESS FOR A PARTICULAR PURPOSE OR USE, MERCHANTABILITY, MERCHANTABLE QUALITY, NON- INFRINGEMENT, SATISFACTORY QUALITY, OR TITLE, OR ARISING FROM A STATUTE OR CUSTOM OR A COURSE OF DEALING OR USAGE OF TRADE, OR RELATED TO THE DOCUMENTATION OR ITS USE, OR PERFORMANCE OR NON- PERFORMANCE OF ANY SOFTWARE, HARDWARE, SERVICE, OR ANY THIRD PARTY PRODUCTS AND SERVICES REFERENCED HEREIN, ARE HEREBY EXCLUDED. YOU MAY ALSO HAVE OTHER RIGHTS THAT VARY BY STATE OR PROVINCE. SOME JURISDICTIONS MAY NOT ALLOW THE EXCLUSION OR LIMITATION OF IMPLIED WARRANTIES AND CONDITIONS. TO THE EXTENT PERMITTED BY LAW, ANY IMPLIED WARRANTIES OR CONDITIONS RELATING TO THE DOCUMENTATION TO THE EXTENT THEY CANNOT BE EXCLUDED AS SET OUT ABOVE, BUT CAN BE LIMITED, ARE HEREBY LIMITED TO NINETY (90) DAYS FROM THE DATE YOU FIRST ACQUIRED THE DOCUMENTATION OR THE ITEM THAT IS THE SUBJECT OF THE CLAIM. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW IN YOUR JURISDICTION, IN NO EVENT SHALL BLACKBERRY BE LIABLE FOR ANY TYPE OF DAMAGES RELATED TO THIS DOCUMENTATION OR ITS USE, OR PERFORMANCE OR NON- PERFORMANCE OF ANY SOFTWARE, HARDWARE, SERVICE, OR ANY THIRD PARTY PRODUCTS AND SERVICES 36

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