Reference Document: Best Practices for Managing Your BlackBerry Environment

Transcription

1 Reference Document: Best Practices for Managing Your BlackBerry Environment

2 Contents Executive Summary... 1 Webcast Summary... 1 Performing Semi-Annual Maintenance... 1 Disaster Recovery Plan... 1 Configuration Database... 1 Documentation of the BlackBerry Environment... 2 Performing Monthly Maintenance... 4 Distributed Components... 4 Multiple BlackBerry Enterprise Server Instances... 5 Databases... 5 Performing Weekly Maintenance... 6 Run the HandheldCleanup.exe Tool... 6 Run the Compact Utility... 6 Maintain the BlackBerry Infrastructure... 7 Maintain the BlackBerry MDS... 8 Performing Daily Maintenance... 8 Check for Errors... 8 Perform Database and Registry Backups... 9 Update Documentation... 9 Perform Server Maintenance... 9 Domino-Specific Maintenance Exchange-Specific Maintenance GroupWise-Specific Maintenance Performing Custom Maintenance BlackBerry Controller Settings Customize BlackBerry Logs Use the BlackBerry Enterprise Server Alert Summary...15 Additional Resources... 15

3 Executive Summary 1 Executive Summary This reference document is based on the webcast entitled Best Practices for Managing Your BlackBerry Environment. Click here to view the webcast, or visit the BlackBerry Resource Center at: This document describes best practices for maintaining the BlackBerry Enterprise Server and managing the BlackBerry Enterprise Server architecture. Topics include customizing the BlackBerry environment, documenting the different BlackBerry Enterprise Server components and performing maintenance on the BlackBerry Enterprise Server architecture on a semi-annual or annual basis. This document also provides recommendations for performing maintenance on a monthly, weekly and daily basis, as well as information about custom maintenance issues. This document includes information specific to organizations that use the Microsoft Exchange, IBM Lotus Domino or Novell GroupWise messaging system. Webcast Summary The following pages summarize the essential topics from the webcast entitled Best Practices for Managing Your BlackBerry Environment. Performing Semi-Annual Maintenance Test or update the following on a semi-annual basis: Disaster recovery plan Configuration database Documentation of the BlackBerry environment Disaster Recovery Plan The first step for performing semi-annual maintenance is to test the organization s disaster recovery strategy. Having a proper disaster recovery strategy for the BlackBerry Enterprise Server architecture is vital to proper installation of the product. Configuration Database Another consideration is the configuration database, on which the BlackBerry Enterprise Server heavily relies. Configuration information and wireless backup information are stored in the configuration database. Follow the Microsoft recommendations for maintenance, whether for a Microsoft Data Engine (MSDE) database or a SQL database. Be sure to follow the typical SQL database administrator daily administration and maintenance tasks. Organizations using DB2 databases should follow the recommended maintenance tasks as well. The following maintenance activities can be managed within the SQL Enterprise Manager tool: Check the database integrity. Reorganize data and index pages. Remove any unused space from the database files. Keep an eye on the database size. In some cases, an organization may have a separate team that manages a SQL environment. If this team has any quotas or thresholds set on the databases, find out what those are and ask to be notified when that threshold is reached.

4 Webcast Summary 2 For MSDE, if an organization has a small BlackBerry Enterprise Server installation, make sure it does not use too much disk space on that server. Using too much disk space can impact the reliability of the machine. Documentation of the BlackBerry Environment It is important to document information, both in hard copies and soft copies. When documenting the BlackBerry environment, be sure to include the following: Server settings Firewall settings BlackBerry wireless network connection credentials BlackBerry Enterprise Server implementation Firewall and proxy settings SRP connectivity information BlackBerry data BlackBerry administration service account Installation The server settings to be documented should include the name of the BlackBerry Enterprise Server, the Microsoft Windows Server names and the IP addresses. If the IP address of the BlackBerry Enterprise Server changes, this will not interrupt the BlackBerry Enterprise Server s service. There is no reliance on the IP address of the BlackBerry Enterprise Server from the perspective of Research In Motion (RIM), but it is a good practice for an organization to have this information documented for its own purposes. The firewall settings that should be documented include the connection details required by a BlackBerry Router in the DMZ (de-militarized zone) and the proxy configurations used by the BlackBerry Enterprise Server. With regard to firewall settings, an organization should ask the following questions: Is the BlackBerry Enterprise Server going through a proxy? Is it not connecting directly to srp.xx.blackberry.net? Are there any login credentials that the BlackBerry Enterprise Server is using for BlackBerry Mobile Data System (BlackBerry MDS) purposes? Is the BlackBerry Router installed on the BlackBerry Enterprise Server or is it installed in the DMZ? If the BlackBerry Enterprise Server goes through a proxy and there is a need to point it to a specific IP address that will then translate to the DNS name, be sure to document this information. With regard to firewall and proxy settings, document the configuration settings based on SRP connectivity. The SRP connectivity information that should be documented includes: MAPI profile information (server startup, access to Service Account Mailbox) Network access node (srp.xx.blackberry.net, proxy address) Port number (firewall access) BlackBerry service account user profile For Exchange users, be sure to document the MAPI profile being used for BlackBerry Enterprise Server, the network access node, the port number and firewall access if not using the default srp.xx.blackberry.net. Note the service account under which the BlackBerry Enterprise Server is running.

5 Webcast Summary 3 The BlackBerry wireless network connection credentials that should be documented include the SRP address, the SRP identifier and the SRP authentication key. The SRP address identifies the way in which the connection is made to the wireless network. This connection uses a format of srp.xx.blackberry.net, where xx is an abbreviation for a geographic region that is defined by RIM. The BlackBerry Router is a distributed component as of v4.0 and later. It is possible to move the BlackBerry Router out onto a separate machine in an organization s local area network, or out into the DMZ, should this be dictated by security requirements. Note: It is important to keep the SRP ID and authentication keys in a secure location. It is equally important to keep track of which SRP ID is being used on each server. This will prevent the problem of accidentally using the same SRP ID on more than one machine. For security purposes, if that does happen, that SRP ID will become disabled. As a result, the organization will have to place a call to support or a call to the organization s technical representative. It is important to document the way in which the organization implements the BlackBerry Enterprise Server. This documentation should include the following information: The server location of the BlackBerry Attachment Service The BlackBerry MDS push server Customized registry settings (BlackBerry Enterprise Server Alert or BlackBerry Controller) IT policy settings It is also important to identify the location of the BlackBerry MDS central push server. Ideally, this server is the first BlackBerry Enterprise Server in an organization s installation, but this is not always the case. An example of documenting any IT policy settings is noting whether there are multiple policies across the organization s installation or if there is one single policy. Keep this information up-todate when changing or adding any policy settings or when creating a new configuration for a separate group of users. With regard to BlackBerry data, document the BlackBerry Enterprise Server name, which is specified during the installation of the server. Be sure to document the SRP authentication key and SRP Identifier, as well. With regard to the BlackBerry administration service account, document the account permissions and the procedure for applying permissions. For Exchange, this might include the name of the service account and the permissions given to that account. For Domino, this might include the server and related information about groups. For example, if the server is in the local domain servers group, what specific permissions does that group have? If the server is not in the local domain servers group but is in a separate group, what permissions does that group have? It is important to document the way in which permissions were applied to these accounts or servers. For installation, document the installation procedure, installation parameters and any incremental changes made after installation. It is a good practice to document the way in which the initial installation of the first BlackBerry Enterprise Server was performed. This is a process that can be used over and over again in case there is a need to install an additional server. Incremental changes include configuration changes to the BlackBerry MDS or the BlackBerry Attachment Service, the application of a hotfix or Service Pack and performing a major version upgrade.

6 Webcast Summary 4 Figure 1 shows an example of documenting this information in an Excel format. Having information documented in a proper format makes it easier to share with others who need it. Figure 1. Semi-annual maintenance: document example 1 Another way to document environment information would be in an architecture diagram. This approach is especially useful when giving a brief overview to members of the network or SQL team, who will also provide a lot of this information. It is typical to work with other people, organizations and teams in an organization, and a good working relationship with them helps to keep the lines of communication open. Therefore, if any changes are made, everyone is informed and information can be updated accordingly. A diagram is also useful with regard to a professional services engagement, for example, when working with consultants. This is vital to their being able to understand how the organization s environment works. Performing Monthly Maintenance The following components should be documented on a monthly basis: Distributed components Multiple BlackBerry Enterprise Server instances Databases Distributed Components When documenting information about distributed components, include all of the information or pieces required for the BlackBerry Enterprise Server to function. The components include the BlackBerry Router, the BlackBerry Attachment Service and the BlackBerry Configuration Database (SQL, DB2 or MSDE). Be sure to document the location where they are installed. With regard to maintenance for the BlackBerry Router, check the debug log for errors. This can also be done on a weekly or daily basis. It is a good strategy to look for patterns and errors. Check for SRP disconnects. When an organization s network or SQL team does not provide information and there is a network disconnection, check to see if it coincides with any maintenance being run on the network. If that is the case, document what has happened. This may help predict outages caused by another team s maintenance. For the BlackBerry Attachment Service, check the log for errors. If errors are found, determine if these are consistent errors or anomalies. Use Perfmon (Performance Monitoring) to monitor and

7 Webcast Summary 5 document any deviations in the attachment service. Perfmon is the utility built into the Windows server. The BlackBerry Enterprise Server Maintenance Guide has information about using Performance Monitor. This tool can be run on a weekly or daily basis. It indicates trends in memory utilization, CPU utilization, the number of messages being sent and the utilization or size of the disk. It is also possible to incorporate an SNMP management information base (MIB) with any other third party monitoring tools that an organization is currently using. Performance monitoring should not be run from the BlackBerry Enterprise Server because it can impact the performance numbers being gathered. Instead, run performance monitoring from a separate machine. Some organizations have machines dedicated to performance monitoring. When running the performance monitoring utility, it is a good approach to break out a 24-hour period into peak and off-peak times in order to see the difference in memory utilization, for example, from 9:00 a.m. to 5:00 p.m. or from 5:00 p.m. to 9:00 a.m. Also, check to see if network utilization increases during the night. If this happens, look for the cause. The BlackBerry Attachment Service can be memory intensive. Therefore, if it is installed on an older machine or a machine without much memory, be sure to monitor memory utilization on that server. If there is a steady increase in utilization (or something that exceeds the threshold for acceptable utilization and an organization s internal thresholds), consider moving the BlackBerry Attachment Service onto a separate machine. If the organization has an environment that includes multiple BlackBerry Enterprise Servers, keep in mind that while it is possible to run one BlackBerry Attachment Service for multiple servers, there should not be more than 2,000 user connections per service. If the number of users grows beyond 2,000, the best practice is to install an additional BlackBerry Attachment Service. The goal of running performance monitoring is to identify issues before they become problems, for example, before they cause outages. Using Perfmon makes it easier to document what is happening and be aware of any trends. Multiple BlackBerry Enterprise Server Instances If there are multiple BlackBerry Enterprise Servers in the organization s environment, document the SRP information, the BlackBerry Enterprise Server Admin account, the BlackBerry Enterprise Server names and especially the Client Access Licences (CALs). One advantage to using one configuration database for multiple BlackBerry Enterprise Servers is that it is not necessary to purchase separate CALs to install on each server. With one central configuration database, it is possible to pool all of those CALs, which is where each BlackBerry Enterprise Server will retrieve that license information. Databases For the configuration database, if any specialized scripts are being run on the server, or if the SQL team is running specialized scripts, document the purpose of those scripts, when they are running and the tasks they are performing. Include authentication information in the documentation. Also document the account information, including login information, if SQL authentication or Windows authentication is being used, any other type of authentication and credentials used by the BlackBerry Enterprise Server to connect to the configuration database. For the database, check the Event Viewer for errors. Run ODBC connectivity checks to make sure the ODBC connection is still functioning properly. Use Perfmon to monitor and document any deviations in SQL Server performance. If the organization has a separate database team that is housing the configuration database, it is likely they already have plans in place for performance monitoring, database size, backups and disaster recovery. Find out what those plans are, if they are already in place.

8 Webcast Summary 6 Performing Weekly Maintenance Perform the following tasks on a weekly basis: (For Exchange users) Run the HandheldCleanup.exe tool. (For Domino users) Run the Compact utility on the BlackBerry Enterprise Server. Maintain the BlackBerry Infrastructure. Maintain the BlackBerry MDS. Run the HandheldCleanup.exe Tool For Exchange, one of the command line utilities built in to the BlackBerry Enterprise Server is the HandheldCleanup.exe tool. This tool should be used if users are moved from mail server to mail server and any changes are made on that account. Running the HandheldCleanup.exe tool can ensure that the information coincides with the information used by the BlackBerry Enterprise Server. Information about the specific options that can be used is documented in both the BlackBerry Enterprise Server Administration Guide and the BlackBerry Enterprise Server Maintenance Guide. The following command dumps the device information for each BlackBerry device on a specified BlackBerry Enterprise Server: -d [<filename>] [-p <MAPI profile name>] Executing the above command causes the prompt for a BlackBerry Enterprise Server name to appear. This command can be used with the following optional arguments: <filename> is a file name to which device information will be dumped. If a file name is not specified, the information is dumped to the screen. -p is a flag to signify a profile; it is combined with <MAPI profile name>. <MAPI profile name> is an existing MAPI profile name. Use the following command to perform a BlackBerry device mailbox check and update and check for any mailboxes that have been moved. -u [-p <MAPI profile name>] If the mailbox is moved, the ServerDN is set to the Global Address List ServerDN. Any devices with the ServerDN changed are printed. Otherwise, no output is given. This command can be used with the following optional arguments: -p is a flag to signify a profile; it is combined with <MAPI profile name>. <MAPI profile name> is an existing MAPI profile name. -c DB Connect String signifies the ODBC connection string for the database. If the connection string is not provided, the connection string is retrieved from the registry. -h or -? lists all available commands. Run the Compact Utility For Domino, one common occurrence is that the BlackBerry Enterprise Server initially is installed as a pilot program and then soon used for production. Remember that the BlackBerry Enterprise Server is just another Domino server like every other Domino server in an organization s environment. It is not strictly a BlackBerry Enterprise Server. There are many databases on the BlackBerry Enterprise Server, including a state database for every BlackBerry device-enabled user on that server, as well as the profiles database. These are Domino databases. Therefore, when running the Compact utility, be sure to run it on the BlackBerry Enterprise Server.

9 Webcast Summary 7 When running the Compact utility on the BlackBerry Enterprise Server, a best practice is to use the B option in order to recover unused space, help maintain database integrity, reduce the ondisk file size and allow access to the data base while the Compact program runs. Note: if the Domino server is transaction logged, perform a full database backup soon after running the Compact utility with the B option. It is also a good practice to run the Compact utility using the BlackBerry Enterprise Server parameters. This will run Compact on any Domino or BlackBerry-specific databases in the Lotus/Domino/Data/BES directory. Ideally, this should happen once a day, but if there are schedules set up in the organization that specify running Compact on a weekly basis, then this should include running Compact on the BlackBerry Enterprise Server. The Compact utility should be run during low-message traffic times, for example, on Sunday at 3:00 a.m., or when other maintenance is scheduled to run. These tasks can be performed back to back. However, if IBM or RIM technical support recommends running specific maintenance in regard to the BlackBerry Enterprise Server, adhere to that advice. This document presents main recommendations, but an organization may have specialized maintenance that has been recommended for certain circumstances. If performing weekly server reboots is part of an organization s normal maintenance schedule for other Domino servers, then include the BlackBerry Enterprise Server in weekly server reboots. However, before doing so, try this reboot in a test environment to find out approximately how long it takes for the server to come back up. Anyone who has performed an upgrade or brought a crashed server back up has noticed that the period of time the server takes to come back up may depend on certain factors, such as whether it has to re-initialize the databases. Therefore, test rebooting the BlackBerry Enterprise Server and document its impact on the environment. Maintain the BlackBerry Infrastructure Weekly maintenance for the BlackBerry Infrastructure should include the following elements: BlackBerry Enterprise Server Database server Firewall For the BlackBerry Enterprise Server, begin by removing disabled users. This can coincide with any procedures that are already in place for users who leave the company or go on an extended leave of absence. For example, if a user goes on an extended leave, the first step is to disable that user s account on the BlackBerry Enterprise Server and, if necessary, remove the wireless plan from that device. In other words, contact the carrier and disable the wireless plan. If the user plans a short leave of absence, disabling the wireless plan is not necessary. Removing disabled users or users who have been disabled on the server for a long period of time reduces the amount of work that the BlackBerry Enterprise Server has to perform. If a device is disabled, the BlackBerry Enterprise Server will still look at that account because it still exists on the BlackBerry Enterprise Server. Document the firewall/proxy rules and maintain a good working relationship with the team in charge of them so they will make any rule changes known. Also, be sure to inform them of any potential changes that could have an impact on the BlackBerry architecture. Changes typically do not happen often, but it is a good practice to verify on a weekly basis that there are no differences in what has been documented and what is currently in place. Document the BlackBerry Enterprise Server IP addresses, the Proxy rules and the authentication information. Monitor user inactivity. Look for users whose last handheld contact time ranges from 30 to 90 days or more. It is a good practice to contact the user or that user s manager to find out if the user is still with the company or on extended leave. For users with 30 days of inactivity, disable the wireless reconciliation. To remove extra stress from the BlackBerry Enterprise Server, disable users with 60 days of inactivity and remove users with 90 or more days of inactivity.

10 Webcast Summary 8 With regard to the database server, check the configuration database growth patterns. For example, if 10 users are added to the BlackBerry Enterprise Server on a monthly or weekly basis, evaluate the impact these additions are having on the size of the database. This information will determine trends, which are needed for monitoring and determining hardware that is vital for an organization s environment. Document the SQL maintenance scripts. Ideally, the SQL maintenance scripts will not change on a weekly basis. However, checking these scripts is a good practice to make sure there are no deviations. Database backups should be performed on a daily basis. A last resort would be backing up the database on a weekly basis. If an outage of the database is discovered, testing is a good practice. Document the end user experience. Notify the users or put a notification on an internal BlackBerry-specific page. Letting the users know what to expect benefits the administrator. This strategy will not eliminate support calls if there is an outage, but it should dramatically reduce them. Maintain the BlackBerry MDS A web interface can be used to view the statistics or status of the BlackBerry MDS on the BlackBerry Enterprise Server. To view BlackBerry MDS status or errors on a BlackBerry device or desktop, enter the following: computer>:<web server port>/admin/common where <web server port> is the port number set in the BlackBerry MDS general properties. The default value is To view BlackBerry MDS statistics on a BlackBerry device or desktop, enter the following: computer>:<web server port>/admin/common where <web server port> is the port number set in the BlackBerry MDS general properties. The default value is More information about using the interface displaying BlackBerry MDS statistics is provided in the BlackBerry Enterprise Server Administration Guide. Performing Daily Maintenance Perform the following routine tasks on a daily basis: Check for errors. Perform database and registry backups. Update documentation. Perform server maintenance. Perform Domino-specific maintenance. Perform Exchange-specific maintenance. Perform GroupWise-specific maintenance. Check for Errors Check the log files for errors. Performing this task can be as simple as executing control F and entering error. Look for one-time errors vs. those that occur repeatedly. The latter may be worth investigating or may be a reason to contact Support. Also, check the Event Viewer for errors. If there is a trend of errors, document that trend. Check the BlackBerry Manager console for BlackBerry device contact time and filtered messages. If users have an extremely high number of filtered messages (as opposed to those received in the device or forwarded to the device), and those users have not had a BlackBerry

11 Webcast Summary 9 device for very long, it may be worthwhile to make sure they understand how to use the device. Some end users do not want to ask for help or they are embarrassed to ask for help. They may not even be aware that they need help. Taking the step to contact users can help reduce support calls. If information is being filtered and users do not realize it, this can produce unexpected results. For example, a user could receive 50 messages in their mailbox but only have five displayed on their device. A BlackBerry-specific Internet page can be used to post information about how users can set up filters. Perform Database and Registry Backups Back up the configuration database on a daily basis if possible. If not, do so on a weekly basis. For SQL, use any third party utilities available. For MSDE, use the BlackBerryDBBackup executable that is installed on the BlackBerry Enterprise Server. The registry should be backed up on a daily basis. However, this can be done on a weekly or monthly basis if few configuration changes are made to the BlackBerry Enterprise Server. For Exchange, if the users mailboxes are being backed up on a daily basis, make sure that hidden folder information is backed up as well. Some third party utilities will back up the databases or the users mail files, but these utilities do not back up hidden folder information. The hidden folder information is vital to the functionality of the BlackBerry device, so it is critical for this information to be backed up. Again, use the BlackBerryDBBackup executable. The BlackBerryDBBackup executable can be run with the following options: BlackBerryDbBackup.exe -d <db name> -f <path_for_backup_file> -U <sqlusername> -P <sqlpassword> where <db name> is the Configuration Database name (BlackBerry Enterprise Server Mgmt). <path_for_backup_file> is the path to store backup file. <sqlusername> is the SQL username for database access (SA). <sqlpassword> is the password for SQL account. Other options include: -E to use NT Authentication (will not need U or P) -S to set the server (if a remote server) The above information is intended to give a high-level overview of the most common way to run BlackBerryDBBackup.exe, which can be scripted to run automatically. Refer to the BlackBerry Enterprise Server Maintenance Guide for more information. Update Documentation Make sure all documentation is up to date, including network diagrams and anything that has been changed in the BlackBerry Enterprise Server environment (such as configuration changes to the BlackBerry MDS or the BlackBerry Attachment Service). Also consider the messaging environment. For example, document the appropriate information when a new mail server or domain that will be using that BlackBerry Enterprise Server is added. Do not forget to document any changes made to the firewall/proxy. Perform Server Maintenance Document the number of BlackBerry device-enabled users per mail server. This can help ensure equal distribution of those users per mail server. For example, suppose an organization has five mail servers and 500 BlackBerry device users. It would be ineffective to put 400 of those users on one server and then divide the remaining 100 users among the other three servers. This is because it is not a good practice to impact the mail server itself. Therefore, when adding a user to

12 Webcast Summary 10 the BlackBerry Enterprise Server, make note of the mail server on which that user has been added. Check the log file size. Most servers that are in production today have more than enough disk space to handle the size of the logs. But it is a good practice to monitor log file size to make sure that the logs are not taking up any unnecessary space or space that will be needed in the future. It is a good practice to run Perfmon for at least one 24-hour period. The required counters include CPU utilization, memory utilization and disk performance. It can also be helpful to use messages forwarded, which indicates the number of messages being sent to the users devices during a specified interval. It is also possible to find out how many messages are being sent from the devices. Refer to the BlackBerry Enterprise Server Maintenance Guide for more information about running Perfmon. Domino-Specific Maintenance For Domino, the most important backup is of the configuration database. For MSDE, use BlackBerryDBBackup.exe. For SQL, use third party backup software. Back up the BlackBerry Enterprise Server data folder, meaning all of the BlackBerry-specific Domino databases. This can be accomplished by using any third party tools being used on other servers. Back up data specific to users, including state databases and BBProfiles.nsf. Finally, for BlackBerry Enterprise Server, back up the registry information, which is server config in the registry. This is also information that can be stored in hard copy format (SRP Identifier and key, Proxy configuration and so on). Exchange-Specific Maintenance For Exchange, use the same strategy of backing up the configuration database and the registry information as used for Domino. Back up users specific data in Exchange hidden folders by using BlackBerryDBBackup.exe and third party backup tools. When backing up the mail files or the users mail files, be sure to back up the hidden folder information, as well. GroupWise-Specific Maintenance For GroupWise, use the same strategy of backing up the configuration database and the registry information as used for Domino and Exchange. It is also important to back up the trusted application key (Generate_GW_Trusted_App.ini). Performing Custom Maintenance The following custom maintenance can be performed: Use BlackBerry Controller settings to keep BlackBerry Enterprise Server operating in the event of a failed operation. Customize BlackBerry logs to make maintenance easier. Use the BlackBerry Enterprise Server Alert to manage and monitor the BlackBerry environment. BlackBerry Controller Settings The BlackBerry Controller is a component that was added to the BlackBerry Enterprise Server for system maintenance. The BlackBerry Controller monitors the messaging agents or the threads between the Controller or the messaging agent service in the BlackBerry Enterprise Server and the mail servers.

13 Webcast Summary 11 In the event of a failed operation, the following controller settings can be turned on to allow the BlackBerry Enterprise Server to continue operating with minimal impact to users. RestartOnCrash defines whether the BlackBerry Controller should restart a BlackBerry Messaging Agent if that agent stops responding. 1 restarts the BlackBerry Messaging Agent. 0 does not restart the BlackBerry Messaging Agent. RestartAgentOnHung allows the BlackBerry Controller to generate a.dmp file when nonresponsive threads are detected without restarting the BlackBerry Messaging Agents. (For example, if there is a hung thread that should be restarted, it is possible to specify whether to create a dump file that can be used for troubleshooting purposes.) 1 creates a.dmp file and does not restart the BlackBerry Messaging Agents. 0 does not create a.dmp file and restarts the BlackBerry Messaging Agents. (Note: The WaitToRestartAgentOnHung value takes precedence over this value.) RestartDispatcherOnCrash defines whether the BlackBerry Controller restarts the BlackBerry Dispatcher if it stops responding. The BlackBerry Dispatcher is another service of the BlackBerry Enterprise Server. 1 restarts the BlackBerry Dispatcher. 0 does not restart the BlackBerry Dispatcher. All of these settings are in the registry, so adjustments to these settings must be made in the registry. The registry location is: HKEY_LOCAL_MACHINE\Software\Research In Motion\BlackBerry Enterprise Server The following scenarios illustrate how the BlackBerry Controller has been used to monitor for crashes or hung threads. In the first scenario, the customer was able to discover non-responsive thread errors by setting up the BlackBerry Enterprise Server Alert to send notifications for any error conditions encountered in that customer s BlackBerry Enterprise Server debug logs, as shown in Figure 2. Figure 2. Scenario 1: Case study of customizing the BlackBerry environment There are several other levels on which notifications can be set, but in this case it was an error that notified the customer of a non-responsive thread. In the second scenario, a customer was experiencing non-responsive threads due to SAN connectivity issues on the organization s Exchange server. This customer ran the BlackBerry

14 Webcast Summary 12 Enterprise Server Alert with RestartOnCrash set to 1. This setting allowed administrators to continue BlackBerry Enterprise Server operations until the connectivity issue could be resolved.the customer also had set the registry to generate a dump file for troubleshooting purposes. Customize BlackBerry Logs It is possible to customize BlackBerry logs, the way in which they are saved, the location in which they are saved and the log names to make maintenance easier. For example, suppose there are certain processes in place for other applications that can be applied to the BlackBerry Enterprise Server installation, specifically the logs. The logs so not have to be stored in the default directory they can be stored in another directory instead. Customizing the BlackBerry logs results in easier maintenance and searches. The following can be customized: Debug Log Identifier Debug Daily Log File Debug Log Level Debug Log Size Debug Log Auto-Roll Debug Log Maximum Daily File AgeThe Debug Log Identifier is the four-letter code associated with a debug log. For example, the debug log identifier for the messaging agent is MAGT. This can be changed or left as the default. Debug Daily Log Files determines if it is necessary to generate a log for that service on a daily basis. Leave this value as yes. Do not change it. If there is a need to troubleshoot, it is important to have a log that can be used. Before customizing Debug Log Level, consider whether there is a need for informational warning or verbose type of logging. The Debug Log Size makes it possible to specify a size, such as one or two megabytes, for a specific log. That setting rolls into the Debug log auto-roll. In other words, if the auto-roll setting is set to yes and a threshold of one megabyte has been set on a log, then a new log will be generated. Likewise, if the auto-roll setting is set to no, a new log will not be generated. In this case, if the log reaches the threshold of one megabyte, that log will be over-written starting at the beginning of the file. Therefore, when using Debug Log Size, be sure to set auto-roll to yes. For Debug Log Maximum Daily File Age, RIM suggests keeping a minimum of seven days of the debug logs for troubleshooting purposes. If an organization has different requirements, such as archiving logs for a period of six months, then follow those requirements. However, it is a good practice to move any logs older than seven days to a separate location instead of leaving them on the BlackBerry Enterprise Server itself. The more users an organization has, the larger those logs will be. The more servers an organization has, the larger those logs will be. A good approach is to monitor disk space by using Perfmon.

15 Webcast Summary 13 Figure 3 is a chart of recommendations for customizing BlackBerry logs. The notation DLY refers to daily. Figure 3. Recommendations for customizing BlackBerry logs

16 Webcast Summary 14 Use the BlackBerry Enterprise Server Alert Use the BlackBerry Enterprise Server Alert service, shown in Figure 4, to manage and monitor the BlackBerry environment. Figure 4. BlackBerry Enterprise Server Alert Use the BlackBerry Enterprise Server Alert service to specify the following: SMTP to address SMTP server Notification levels Critical Error Warning Informational Which computer console to notify The SMTP to address is the address from which the informational messages are sent. The SMTP server is the server through which messages will be sent. It is a good practice to make sure the messages are being sent to a group list. Therefore, if there is more than one person responsible for administering the BlackBerry environment, all of those administrators will be informed of any notification that could indicate an issue with the BlackBerry

17 Summary 15 Enterprise Server. If the primary administrator is on vacation or out of coverage, the organization can depend on these other administrators. Summary This document provides recommendations for performing maintenance on the BlackBerry Enterprise Server on a monthly, weekly and daily basis. Administrators should review the organization s disaster recovery plan, maintain the configuration database and update the documentation of the BlackBerry environment on a semi-annual basis. Distributed components, multiple BlackBerry Enterprise Server instances and databases should be documented on a monthly basis. Weekly tasks should include running the HandheldCleanup tool (for Exchange users), running the Compact utility on the BlackBerry Enterprise Server (for Domino users), maintaining the BlackBerry Infrastructure and maintaining the BlackBerry MDS. Daily tasks should include checking for errors, performing database and registry backups, updating documentation and performing server maintenance. There are also specific recommendations for Domino-, Exchange- and GroupWise-specific maintenance. Custom maintenance makes it possible to keep BlackBerry Enterprise Server operating in the event of a failed operation, make maintenance easier and manage and monitor the BlackBerry environment. Additional Resources The BlackBerry Enterprise Server Resource Kit can be used to generate reports. The BlackBerry Enterprise Server Resource Kit is available as a free download at

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