Troubleshooting BlackBerry Enterprise Service 10 version Instructor Manual

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1 Troubleshooting BlackBerry Enterprise Service 10 version Instructor Manual

2 Published: SWD

3 Contents Advance preparation...7 Required materials...7 Topics covered...7 Materials and resources used in this course...8 Course resources... 8 Product documentation... 8 Chapter 1: BlackBerry Enterprise Service 10 version architecture...11 Discussion: Understanding BlackBerry Enterprise Service 10 architecture...12 Architecture: BlackBerry Enterprise Service Components used to manage BlackBerry 10 devices and BlackBerry PlayBook tablets Components used to manage ios devices and Android devices...16 Discussion: Ports used by the BlackBerry Enterprise Service 10 components...18 Key components of BlackBerry Enterprise Service Key components used to manage BlackBerry 10 devices and BlackBerry PlayBook tablets Key components used to manage ios devices and Android devices...24 Additional key ports to consider...27 Installing BlackBerry Enterprise Service Installing BlackBerry Enterprise Service 10 on a single computer Installing BlackBerry Enterprise Service 10 on multiple computers...30 Installing BlackBerry Enterprise Service 10 for high availability Troubleshooting tips in a distributed environment...34 Discussion: Deploying BlackBerry Enterprise Service 10 in your environment...35 Review: BlackBerry Enterprise Service 10 version architecture Chapter 2: Troubleshooting tools for BlackBerry Enterprise Service BES10 Configuration Tool...40 Discussion: Troubleshooting with the BES10 Configuration Tool...40 BES10 Configuration Tool...41 Discussion: Why use log files for troubleshooting? Log Files Component identifiers for BlackBerry Enterprise Service 10 log files Log files for components used to manage BlackBerry 10 devices and BlackBerry PlayBook tablets... 46

4 Log files for components used to manage ios devices and Android devices...50 Activity: Looking at log files...52 Resources for support Activity: Explore the resources available for support Review: Troubleshooting tools for BlackBerry Enterprise Service Chapter 3: Troubleshooting issues with device activation Activity: Information for troubleshooting activation issues Licensing and wireless activation settings BlackBerry Licensing Service BlackBerry Enterprise Service 10 wireless activation settings...70 Activation types All about spaces...73 Troubleshooting BlackBerry device activation...75 Activation methods Requirements: Wireless activation for BlackBerry 10 OS Requirements: Wireless activation for BlackBerry PlayBook OS...76 Data flow: Activating a BlackBerry device over the wireless network Discussion: Device activation information Scenario: User cannot activate a device over the wireless network Scenario: Unable to activate any BlackBerry devices over the wireless network Common issues for wireless activation Troubleshooting work space only activations Troubleshooting ios and Android device activation...86 Requirements: Wireless activation for ios devices...86 Data flow: Activating an ios device over the wireless network...86 Requirements: Wireless activation for Android devices...93 Data flow: Activating an Android device over the wireless network Deactivating ios and Android devices...98 Common issues for ios device and Android device activation and deactivation...98 Troubleshooting Secure Work Space activations Scenario: BlackBerry 10 devices are failing to activate Discussion: Activation Review: Troubleshooting issues with device activation Chapter 4: Troubleshooting data flow issues and organizer data synchronization using Microsoft ActiveSync Requirements: Synchronizing and organizer data using Microsoft ActiveSync Data flow: Receiving and organizer data on a BlackBerry device

5 Scenario: Unable to send or receive messages after activating a BlackBerry 10 device with BlackBerry Enterprise Service Data flow: Receiving and organizer data on ios devices and Android devices using Microsoft ActiveSync Data flow: Receiving and organizer data on ios devices with a work space and Android devices with a work space Scenario: ios device user can receive , but cannot send Common issues with and organizer data synchronization Troubleshooting policy and profile updates on BlackBerry devices Requirements: Policy and profile updates for BlackBerry devices Data flow: Sending policy and profile updates to BlackBerry devices Troubleshooting app updates for BlackBerry devices Requirements: App updates for BlackBerry devices Data flow: Sending app updates to BlackBerry devices Scenario: BlackBerry device users cannot download an optional work app from BlackBerry World for Work About actions and commands sent to Android devices and ios devices Requirements: Sending actions and commands to ios devices and Android devices About the BES10 Client and the ios MDM Daemon Data flow: Executing actions and commands that use the BES10 Client on Android devices and ios devices Data flow: Executing actions and commands that use the MDM Daemon on ios devices Troubleshooting tips for actions and commands sent to ios devices and Android devices Creating a work space app Troubleshooting work space apps on ios devices and Android devices Scenario: Actions and commands sent to ios and Android devices Discussion: Issues that can happen after you activate a device Review: Troubleshooting data flows Chapter 5: Preventing issues with your BlackBerry Enterprise Service 10 installation before they happen Preventing issues before they happen Back up the BlackBerry Enterprise Service 10 data regularly Backing up the BlackBerry Configuration Database and the Management Database Back up the shared network folder Restore BlackBerry Enterprise Service Distribute users across multiple instances Analyze reports regularly

6 Monitor license usage Review: Preventing issues with your BlackBerry Enterprise Service 10 installation before they happen Chapter 6: Additional resources Troubleshooting SCEP issues Requirements: SCEP profiles for devices managed by BlackBerry Enterprise Service Data flow: Enrolling a client certificate to a BlackBerry device using SCEP Data flow: Enrolling a client certificate to an ios device using SCEP Scenario: "The SCEP server returned an invalid response" is displayed when attempting to activate an ios device Common SCEP issues Scenario: Users are not receiving certificates Troubleshooting proxy issues Requirements: Proxy configuration Activity: Proxy issues Troubleshooting APNs About APNs Requirements: APNs for ios devices Common issues with APNs Discussion: APNs in the BlackBerry Enterprise Service 10 environment Review: Additional resources Answers Review: BlackBerry Enterprise Service 10 version architecture Review: Troubleshooting tools for BlackBerry Enterprise Service Review: Troubleshooting issues with device activation Review: Troubleshooting data flows Review: Preventing issues with your BlackBerry Enterprise Service 10 installation before they happen Review: Additional resources Glossary Legal notice

7 Advance preparation Advance preparation Required materials Lab requirements Computer for each participant Windows Internet Explorer 8 or later installed on each computer Access to the virtual machines provided for the labs Instructor materials Instructor manual Presentation Activity manual Activity presentations Whiteboard Markers Projector and remote control Participant materials Participant Manual Paper Pen or pencil Highlighter Topics covered Module title BlackBerry Enterprise Service 10 architecture Troubleshooting tools for BlackBerry Enterprise Service 10 Troubleshooting issues with device activation Troubleshooting data flow issues Preventing issues with your BlackBerry Enterprise Service 10 installation before they happen Additional resources Time 1.5 hours 30 minutes 2 hours 2 hours 30 minutes 30 minutes Research In Motion Limited. All Rights Reserved

8 Advance preparation Materials and resources used in this course Course resources Resource Troubleshooting BlackBerry Enterprise Service 10 version Description Troubleshooting BlackBerry Enterprise Service 10 version Syllabus Troubleshooting BlackBerry Enterprise Service 10 version Manual Troubleshooting BlackBerry Enterprise Service 10 version Presentation Troubleshooting common issues Job Aid Product documentation To read the following guides or additional related materials, visit blackberry.com/go/serverdocs. Resource Introducing BlackBerry Enterprise Service 10 Description Quick, visual introduction to BlackBerry Enterprise Service 10 at a high level What's New in BlackBerry Enterprise Service 10 Quick Reference BlackBerry Enterprise Service 10 Product Overview Summary of new features, enhancements, and updates in BlackBerry Enterprise Service 10 Introduction to BlackBerry Enterprise Service 10 and its features Finding your way through the documentation Architecture BlackBerry Enterprise Service 10 Release Notes BlackBerry Enterprise Service 10 Installation Guide Descriptions of known issues and potential workarounds System requirements Installation instructions Capacity Calculator for BlackBerry Enterprise Service 10 Tool to estimate the hardware required to support a given workload for BlackBerry Enterprise Service 10 version BlackBerry Enterprise Service 10 Compatibility Matrix Software that is compatible with BlackBerry Enterprise Service 10 version Research In Motion Limited. All Rights Reserved

9 Advance preparation Resource BlackBerry Enterprise Service 10 Upgrade Guide Description System requirements Upgrade instructions BlackBerry Enterprise Service 10 Licensing Guide Descriptions of different types of licenses Instructions for activating licenses BlackBerry Enterprise Service 10 Configuration Guide Instructions for how to configure server components before you start administering users and their devices BlackBerry Device Service Advanced Administration Guide Advanced administration for BlackBerry 10 devices and BlackBerry PlayBook tablets Instructions for creating user accounts, groups, roles, and administrator accounts Instructions for activating devices Instructions for creating and sending IT policies and profiles Instructions for managing apps on devices Universal Device Service Advanced Administration Guide Advanced administration for ios devices and Android devices Instructions for creating user accounts, groups, and administrator accounts Instructions for activating devices Instructions for creating and sending IT policies and profiles Instructions for managing apps on devices Descriptions of IT policy rules for ios devices and Android devices BlackBerry Management Studio Basic Administration Guide Basic administration for all supported device types, including BlackBerry 10 devices, BlackBerry PlayBook tablets, ios devices, Android devices, and BlackBerry 7.1 and earlier devices Instructions for creating and managing user accounts in multiple Services Instructions for managing multiple devices for each user account BlackBerry Device Service Policy and Profile Reference Guide Descriptions of IT policy rules and profile settings for BlackBerry 10 devices and BlackBerry PlayBook tablets BlackBerry Device Service Solution Security Technical Overview Description of the security maintained by the BlackBerry Device Service, BlackBerry Infrastructure, and BlackBerry 10 devices and BlackBerry PlayBook tablets to protect data and connections Description of the BlackBerry 10 OS Description of the BlackBerry PlayBook OS Research In Motion Limited. All Rights Reserved. 9

10 Advance preparation Resource Description Description of how work data is protected on BlackBerry 10 devices and BlackBerry PlayBook tablets when you use the BlackBerry Device Service Secure Work Space for ios and Android Security Note Description of the security maintained by the Universal Device Service, BlackBerry Infrastructure, and work space-enabled devices to protect work space data at rest and in transit Description of how work space apps are protected on work spaceenabled devices when you use the Universal Device Service BlackBerry Bridge App Security Technical Overview Description of how work data is protected on devices when you use the BlackBerry Bridge app Description of how work data is protected when it is in transit between a BlackBerry PlayBook tablet and a BlackBerry smartphone Description of attacks that the BlackBerry Bridge pairing process is designed to prevent Research In Motion Limited. All Rights Reserved

11 BlackBerry Enterprise Service 10 version architecture Objectives By the end of this module, you should be able to: Describe BlackBerry Enterprise Service 10 architecture Describe the role of BlackBerry Enterprise Service 10 services and components Describe how the BlackBerry Enterprise Service 10 solution can be installed on a single computer Describe how the BlackBerry Enterprise Service 10 solution can be installed on multiple computers Describe high availability for BlackBerry Enterprise Service 10

12 BlackBerry Enterprise Service 10 version architecture Discussion: Understanding BlackBerry Enterprise Service 10 architecture Ian Dundas is a senior director of the sales force in the organization and he often travels from Toronto to New York to promote a product. Answer the following questions: How many different ways can Ian travel to New York city? How many stops does Ian have to make if he chooses to travel in any of the following ways: If he chooses to travel by plane? If he chooses to travel by train? If he chooses to rent a car and drive himself there? Can Ian fix the plane, train or rental car if something goes wrong with them or does he need the help of someone else? Because he is traveling to a different country, do you think Ian needs to worry about anything else other than his method of transportation? Now imagine this: Canada represents the organization's network including all the different content and application servers Toronto is the only BlackBerry Enterprise Service 10 in the organization's network New York city is the device Ian is valuable data traveling from a server in the organization's network and the device. Consider the following questions: In how many different ways can data travel from the BlackBerry Enterprise Service 10 to the device? How would you associate the following types of connection with the methods of transportation discussed before (plane, train, rental car): Work Wi-Fi network? Wireless connection through the BlackBerry Infrastructure? Wireless connection using VPN? What is the equivalent of a passport or visa in the BlackBerry solution? Research In Motion Limited. All Rights Reserved

13 BlackBerry Enterprise Service 10 version architecture Architecture: BlackBerry Enterprise Service 10 Component BlackBerry Enterprise Service 10 BlackBerry Enterprise Service 10 databases BlackBerry Infrastructure Microsoft Active Directory Description BlackBerry Enterprise Service 10 is a suite of services used to manage BlackBerry devices, ios devices, and Android devices in an enterprise environment. The BlackBerry Enterprise Service 10 databases are a set of relational databases that contain user account information and configuration information (such as connection details) used by the components that manage BlackBerry devices, ios devices and Android devices. The BlackBerry Enterprise Service 10 databases consist of the following databases: The BlackBerry Configuration Database contains data used for managing BlackBerry 10 and BlackBerry PlayBook devices The Management Database contains data used for managing ios and Android devices The BlackBerry Infrastructure validates SRP and licensing information for BlackBerry Enterprise Service 10. In addition, the BlackBerry Infrastructure provides a secure connection between your organization and BlackBerry devices, work space-enabled Android devices, and work space-enabled ios devices. User account information is obtained from Microsoft Active Directory. This information is required to create user accounts Research In Motion Limited. All Rights Reserved. 13

14 BlackBerry Enterprise Service 10 version architecture Components used to manage BlackBerry 10 devices and BlackBerry PlayBook tablets Component BlackBerry Controller BlackBerry Device Service console BlackBerry Dispatcher BlackBerry Licensing Service BlackBerry Management Studio Description The BlackBerry Controller monitors the BlackBerry Dispatcher, BlackBerry MDS Connection Service, and the Enterprise Management Web Service, and restarts them if they stop responding. The BlackBerry Device Service console, also known as the BlackBerry Administration Service, is used to manage user accounts and the BlackBerry devices that are associated with them. The BlackBerry Device Service console connects to the BlackBerry Configuration Database and to Microsoft Active Directory. The BlackBerry Dispatcher maintains an SRP connection with the BlackBerry Infrastructure over the Internet. The BlackBerry Dispatcher is responsible for compressing and encrypting and for decrypting and decompressing data that travels over the Internet to and from the devices. The BlackBerry Licensing Service, installed with the BlackBerry Enterprise Service 10 management consoles, communicates with the licensing infrastructure within the BlackBerry Infrastructure to validate licenses and enforce license compliance. BlackBerry Management Studio is the main console where you can perform common management tasks for users and devices, view report Research In Motion Limited. All Rights Reserved

15 BlackBerry Enterprise Service 10 version architecture Component BlackBerry MDS Connection Service BlackBerry Router BlackBerry Web Desktop Manager Enterprise Management Web Service Description information, and manage licenses. You can also access the other management consoles from BlackBerry Management Studio for advanced administration tasks. The BlackBerry MDS Connection Service provides a secure connection between the Enterprise Management Agent on BlackBerry devices and the Enterprise Management Web Service. The connection is used when the device is not connected to your organization's Wi-Fi network or using a VPN connection. The BlackBerry MDS Connection Service is also responsible for providing enterprise push functionality. The BlackBerry Router is an optional component that can be deployed in a DMZ if required. The BlackBerry Router connects to the BlackBerry Infrastructure which sends data to BlackBerry devices over mobile networks or the Internet. The BlackBerry Web Desktop Manager is a web application that permits users to activate and manage devices. The Enterprise Management Web Service is a set of web services that communicates commands, configuration information, IT policies, VPN profiles, Wi-Fi profiles, SCEP profiles, and profiles, between the BlackBerry Device Service console and the Enterprise Management Agent on BlackBerry devices Research In Motion Limited. All Rights Reserved. 15

16 BlackBerry Enterprise Service 10 version architecture Components used to manage ios devices and Android devices Component APNs BES10 Client BlackBerry Licensing Service BlackBerry Management Studio Description The APNs is a service for ios devices that Apple provides. BlackBerry Enterprise Service 10 uses APNs to inform the ios devices to contact BlackBerry Enterprise Service 10 for configuration updates and to provide information for your organization s device inventory. The BES10 Client is installed on ios devices and Android devices. The BES10 Client communicates with BlackBerry Enterprise Service 10. The BES10 Client can be obtained from the App Store for ios devices or Google Play for Android devices. The BlackBerry Licensing Service, installed with the BlackBerry Enterprise Service 10 management consoles, communicates with the licensing infrastructure within the BlackBerry Infrastructure to validate licenses and enforce license compliance. BlackBerry Management Studio is the main console where you can perform common management tasks for users and devices, view report Research In Motion Limited. All Rights Reserved

17 BlackBerry Enterprise Service 10 version architecture Component BlackBerry Secure Connect Service BlackBerry Work Connect Notification Service Communication Module Core Module Scheduler TCP proxy Universal Device Service console Description information, and manage licenses. You can also access the other management consoles from BlackBerry Management Studio for advanced administration tasks. The BlackBerry Secure Connect Service is a service responsible for providing a single access port for activation and management traffic of ios devices and Android devices. The BlackBerry Work Connect Notification Service is a web service responsible for providing new or changed mail and organizer notifications to the Work Connect app within the work space on ios devices. The Communication Module is a gateway between ios devices and Android devices and BlackBerry Enterprise Service 10. It is responsible for the conversion of the proprietary protocols supported on the devices to and from the device-agnostic format used by the Core Module. The Core Module is a device-agnostic module that manages all the configuration data used to manage ios devices and Android devices and stores it in the Management Database. The Core Module is the only component that accesses the Management Database. The Core Module is responsible for communicating with Microsoft Active Directory, the APNs, the messaging server, the database server and the SCEP server. The Scheduler is responsible for initiating scheduled device management tasks, such as making available new or updated IT policy profiles, new applications, new or updated Wi-Fi or VPN profiles to ios devices and Android devices, or retrieving device information. The TCP proxy is an optional, third-party software component that can be deployed in a DMZ if required. A TCP proxy connects to the BlackBerry Infrastructure, which sends data to mobile networks or the Internet. You can use the Universal Device Service console, also known as the Administration Console, to manage user accounts, IT policies, profiles, and apps for ios devices and Android devices Research In Motion Limited. All Rights Reserved. 17

18 BlackBerry Enterprise Service 10 version architecture Discussion: Ports used by the BlackBerry Enterprise Service 10 components Consider the following questions: Why is it important to make sure that all of the ports for the BlackBerry Enterprise Service 10 are open and not in use by other applications? When you consider your environment, do you think you might have to change default ports to accommodate software that you already have installed? Research In Motion Limited. All Rights Reserved

19 BlackBerry Enterprise Service 10 version architecture Key components of BlackBerry Enterprise Service Research In Motion Limited. All Rights Reserved. 19

20 BlackBerry Enterprise Service 10 version architecture BlackBerry Management Studio The BlackBerry Management Studio is a web application that you can use to do the following: Administer licenses for the BlackBerry Enterprise Service 10 domain Administer BlackBerry 10 devices, BlackBerry 7.1 or earlier devices, and BlackBerry PlayBook tablets in your organization Administer ios devices and Android devices in your organization Allow users to activate devices Assign user accounts to groups based on common criteria, such as user location, organizational group, or device model, and manage the user accounts Assign IT policies to user accounts and groups to customize and control what actions users can perform on their devices View various reports related to the BlackBerry Enterprise Service 10 domain Access the BlackBerry Device Service console and the Universal Device Service console to perform advanced administration tasks The following are the key ports that the BlackBerry Management Studio uses. BlackBerry Management Studio Connection type Default port number Where to configure Inbound and outbound connection between browsers and the BlackBerry Management Studio HTTPS 7443 BES10 Configuration Tool BlackBerry Infrastructure The BlackBerry Infrastructure validates SRP and licensing information for BlackBerry Enterprise Service 10. In addition, the BlackBerry Infrastructure provides a secure connection between your organization and BlackBerry devices, work space enabled Android devices, and work space enabled ios devices. The BlackBerry Infrastructure also provides a secure communication channel for activation and management traffic for all devices. The following are the key ports that the BlackBerry Infrastructure uses. BlackBerry Infrastructure Connection type Default port number Where to configure Registration of activation information and request a signed CSR from Research In Motion when you configure the APNs certificate BlackBerry Enterprise Service 10 outbound initiated, bi-directional TCP traffic HTTPS 443 TCP 3101 BES10 Configuration Tool (for the BlackBerry Router) or the BlackBerry Research In Motion Limited. All Rights Reserved

21 BlackBerry Enterprise Service 10 version architecture BlackBerry Infrastructure Connection type Default port number Where to configure Device Service console (for the BlackBerry Dispatcher) For more information about the range of IP addresses for the BlackBerry Infrastructure, visit to read article KB Key components used to manage BlackBerry 10 devices and BlackBerry PlayBook tablets BlackBerry Device Service console The BlackBerry Device Service console, also known as the BlackBerry Administration Service, is used to manage BlackBerry devices and configure BlackBerry Enterprise Service 10 components. You can manage user accounts and assign groups, administrative roles, software configurations, profiles, and IT policies to user accounts. The BlackBerry Device Service console connects to the BlackBerry Configuration Database and to Microsoft Active Directory. User information updated in Microsoft Active Directory can be synchronized manually with the BlackBerry Device Service console. For example, if a user changes their name, you can immediately update their name in both Microsoft Active Directory and the BlackBerry Device Service console. The following are the key ports that the BlackBerry Device Service console uses. BlackBerry Device Service console Connection type Default port number Where to configure Outbound connections to the BlackBerry Infrastructure to register activation information for BlackBerry devices HTTPS 443 Inbound and outbound connections to the BlackBerry Configuration Database TCP 1433 (for static port) BES10 Configuration Tool Inbound and outbound connection between browsers and the BlackBerry Device Service console HTTPS HTTP BES10 Configuration Tool Enterprise Management Web Service The Enterprise Management Web Service is a set of web services that communicates commands, configuration information, IT policies, VPN profiles, Wi-Fi profiles, SCP profiles, and profiles between the BlackBerry Administration Service and the Enterprise Management Agent on BlackBerry devices Research In Motion Limited. All Rights Reserved. 21

22 BlackBerry Enterprise Service 10 version architecture The following are the key ports that the Enterprise Management Web Service uses. Enterprise Management Web Service Connection type Default port number Where to configure Inbound and outbound connections to the BlackBerry Configuration Database TCP 1433 (for static port) BES10 Configuration Tool Inbound connections from BlackBerry devices for activation (used if you are not activating devices through the BlackBerry Infrastructure) HTTP HTTPS BlackBerry Device Service console BlackBerry MDS Connection Service The BlackBerry MDS Connection Service provides a secure connection between the Enterprise Management Agent on BlackBerry devices and the Enterprise Management Web Service in BlackBerry Enterprise Service 10. The connection is used when the device is not connected to your organization's Wi-Fi network or VPN. The BlackBerry MDS Connection Service is also responsible for providing enterprise push functionality. The following are the key ports that the BlackBerry MDS Connection Service uses. BlackBerry MDS Connection Service Connection type Default port number Where to configure Inbound and outbound connections to the BlackBerry Configuration Database TCP 1433 (for static port) BES10 Configuration Tool Inbound and outbound connection to the BlackBerry Dispatcher TCP 3201 Inbound connection from server-side push applications to BlackBerry MDS Connection Service using web servers (used if you do not set up a proxy server) HTTP HTTPS BlackBerry Device Service console BlackBerry Dispatcher The BlackBerry Dispatcher maintains an SRP connection with the BlackBerry Infrastructure over the Internet. The BlackBerry Dispatcher also routes traffic between BlackBerry devices and the BlackBerry MDS Connection Service service when users are not connected to a work Wi-Fi access point or using a VPN connection. The following are the key ports that the BlackBerry Dispatcher uses. BlackBerry Dispatcher Connection type Default port number Where to configure Inbound and outbound connections to the BlackBerry Configuration Database TCP 1433 (for static port) BES10 Configuration Tool Research In Motion Limited. All Rights Reserved

23 BlackBerry Enterprise Service 10 version architecture BlackBerry Dispatcher Connection type Default port number Where to configure Inbound and outbound connection to the BlackBerry Router or the BlackBerry Infrastructure Inbound and outbound connections from the BlackBerry MDS Connection Service TCP 3101 BES10 Configuration Tool (for the BlackBerry Router) or the BlackBerry Device Service console (for the BlackBerry Dispatcher) TCP 3201 BlackBerry Router The BlackBerry Router connects to the BlackBerry Infrastructure which sends data to BlackBerry devices over mobile networks or the Internet. If BlackBerry Enterprise Service 10 is installed on a computer that hosts BlackBerry Enterprise Server 5.0 SP4, the BlackBerry Router associated with it is only used by the BlackBerry Enterprise Server. If you install the BlackBerry Router in the DMZ, you can configure the BlackBerry Router to work with BlackBerry Enterprise Service 10 and the BlackBerry Enterprise Server. The following are the key ports that the BlackBerry Router uses. BlackBerry Router Connection type Default port number Where to configure Inbound and outbound connections to the BlackBerry Dispatcher and the BlackBerry Infrastructure TCP 3101 BES10 Configuration Tool (for the BlackBerry Router) or the BlackBerry Device Service console (for the BlackBerry Dispatcher) BlackBerry Configuration Database The BlackBerry Configuration Database is a relational database that contains user account information and configuration information that are used to manage BlackBerry 10 devices and BlackBerry PlayBook tablets. Note: The Management Database and the BlackBerry Configuration Database must be installed on the same database server. If they are not, issues can arise with functionality, including issues with single sign-on functionality and the reporting services. The following are the key ports that the BlackBerry Configuration Database uses Research In Motion Limited. All Rights Reserved. 23

24 BlackBerry Enterprise Service 10 version architecture BlackBerry Configuration Database Connection type Default port number Where to configure Inbound and outbound connections to the BlackBerry Administration Service, BlackBerry Dispatcher, BlackBerry MDS Connection Service, and Enterprise Management Web Service TCP 1433 (for static port) BES10 Configuration Tool Key components used to manage ios devices and Android devices Universal Device Service console The Universal Device Service console, also known as the Administration Console, provides a web-based interface that you can use to manage user accounts, IT policies, profiles, apps, and ios devices and Android devices. The following are the key ports that the Universal Device Service console uses. Universal Device Service console Connection type Default port number Where to configure Outbound connection from the Administration Console to the BlackBerry Infrastructure to request a signed CSR from Research In Motion when you configure the APNs certificate HTTPS 443 Outbound connections to the Management Database TCP 1433 (for static port) BES10 Configuration Tool Inbound and outbound connection between browsers and the Universal Device Service console HTTPS HTTP Core Module The Core Module is a device-agnostic module that is installed behind the organization s firewall. The Core Module performs the following functions: Manages all the configuration data used to manage ios devices and Android devices (for example, user configuration, group configuration, device configuration, policy enforcement checks, and so on) and stores it in the Management Database. The Core Module is the only component that accesses the Management Database. The Core Module connects to the following external components: Microsoft Active Directory, using LDAP, to retrieve user account information that BlackBerry Enterprise Service 10 needs to search for and create user accounts. APNs to inform ios devices to contact the Communication Module when the configuration assigned to the device is updated (for example, a new or updated IT policy or VPN profile is applied to it) Research In Motion Limited. All Rights Reserved

25 BlackBerry Enterprise Service 10 version architecture Messaging server, using SMTP, to send activation s and policy enforcement breach s. Database server, using ADO.NET, to make database connections and execute queries or commands. SCEP server, using HTTP, to obtain a challenge code the device can use for certificate enrollment. The following are the key ports that the Core Module uses. Core Module Connection type Default port number Where to configure Outbound connections from the Core Module to the Apple Root Certification Authority to check the certificate revocation list (used if you do not set up an APNs proxy server) HTTP HTTPS Outbound connection to the BlackBerry Secure Connect Service to send APNs notifications Inbound and outbound connections to the Communication Module, Scheduler, and BlackBerry Web Services Inbound and outbound connections to the BlackBerry Secure Connect Service HTTP 2195 HTTPS 9081 HTTPS Communication Module The Communication Module is a gateway between ios devices and Android devices and BlackBerry Enterprise Service 10. It is responsible for conversion of the proprietary protocols supported on the devices to and from the device-agnostic format used by the Core Module. The Communication Module should be accessible from any internal Wi-Fi networks used by ios devices and Android devices. The following are the key ports that the Communication Module uses. Communication Module Connection type Default port number Where to configure Inbound and outbound connections to the Core Module Inbound and outbound connections to the BlackBerry Secure Connect Service HTTPS 9081 HTTPS BlackBerry Secure Connect Service The BlackBerry Secure Connect Service is a web service responsible for providing connectivity to ios devices and Android devices from behind the firewall. The BlackBerry Secure Connect Service eliminates the need for your organization to open multiple inbound ports for BlackBerry Enterprise Service 10 and enables all of the ios device and Android device activation and management communications to be channeled through a single access port Research In Motion Limited. All Rights Reserved. 25

26 BlackBerry Enterprise Service 10 version architecture There is a single BlackBerry Secure Connect Service instance controlling all management traffic for ios devices and Android devices. Similar to the Core Module and Scheduler, which can only have one instance in control at a time, the first BlackBerry Secure Connect Service installed subscribes to the BlackBerry Infrastructure to provide connectivity for device management traffic. The following are the key ports that the BlackBerry Secure Connect Service uses. BlackBerry Secure Connect Service Connection type Default port number Where to configure BlackBerry Infrastructure TCP 3101 Inbound and outbound connections to the Communication Module Inbound and outbound connections to the Core Module HTTPS HTTPS APNs The APNs is a service for ios devices provided by Apple that BlackBerry Enterprise Service 10 uses to inform ios devices to contact the Communication Module for configuration updates (such as Wi-Fi profile, VPN profile, or Microsoft ActiveSync profile updates) and to provide information for your organization s device inventory. The following are the key ports that the APNs uses. APNs Connection type Default port number Where to configure Outbound connections from ios devices that use a work Wi-Fi network to APNs TCP 5223 Outbound connections to the Core Module HTTPS 9081 Management Database The Management Database is a relational database that contains user account information and configuration information (such as connection details) that BlackBerry Enterprise Service 10 components use to manage ios devices and Android devices. Note: The Management Database and the BlackBerry Configuration Database must be installed on the same database server. If they are not, issues can arise with functionality, including such as issues with single sign-on functionality and the reporting services. The following are the key ports that the Management Database uses. Management Database Connection type Default port number Where to configure Inbound and outbound connections to the Universal Device Service console TCP 1433 (for static port) BES10 Configuration Tool Research In Motion Limited. All Rights Reserved

27 BlackBerry Enterprise Service 10 version architecture BlackBerry Work Connect Notification Service The BlackBerry Work Connect Notification Service is a web service responsible for providing new or changed and organizer notifications to ios devices that are using Secure Work Space. ios devices are restricted from running applications in the background, with specific exceptions such as the default messaging application. This means Secure Work Space applications cannot receive new data such as message notifications unless the application is open or unless the notification comes from the APNs. The BlackBerry Work Connect Notification Service receives notifications of new data from third-party applications such as messaging servers, web servers, or other content servers, and sends a notification through the BlackBerry Infrastructure to the APNs. The APNs can then notify the Work Connect application on the device of the new data. The following are the key ports that the BlackBerry Work Connect Notification Service uses. BlackBerry Work Connect Notification Service Connection type Default port number Where to configure Outbound connections to the BlackBerry Infrastructure Inbound and outbound connections to the BlackBerry Secure Connect Service Inbound connections from Microsoft Exchange Web Services for notifications HTTPS 443 HTTPS 2195 HTTP 8088 During installation only TCP proxy The TCP proxy is an optional, customer provided, component that is used to meet installation specific networking requirements. The TCP proxy acts as an intermediary for requests that allows the BlackBerry Secure Connect Service to route TCP traffic from port 3101 to the BlackBerry Infrastructure, providing connectivity to ios devices and Android devices. The proxy must be a transparent TCP proxy that is configured so that it will allow the BlackBerry Secure Connect Service to connect with the BlackBerry Infrastructure. The following are the key ports that the TCP proxy uses. TCP proxy Connection type Default port number Where to configure Inbound and outbound connections to the BlackBerry Infrastructure TCP 3101 Additional key ports to consider Additional key ports used by BlackBerry Enterprise Service 10 Connection type Default port number Ports required to use BlackBerry World apps in the work space HTTP Research In Motion Limited. All Rights Reserved. 27

28 BlackBerry Enterprise Service 10 version architecture Installing BlackBerry Enterprise Service 10 BlackBerry Enterprise Service 10 allows you to make choices about how you install the BlackBerry Enterprise Service 10 components in your environment. When installing BlackBerry Enterprise Service 10, you can choose the following options in the setup application: BlackBerry Enterprise Service 10 consoles BlackBerry Router BlackBerry Enterprise Service 10 databases Note: Installing the BlackBerry Enterprise Service 10 databases on separate computers may cause unexpected issues. The BlackBerry Enterprise Service 10 databases are installed on the same computer by default. Standby BlackBerry Enterprise Service 10 core components There are benefits and limitations to each type of deployment Research In Motion Limited. All Rights Reserved

29 BlackBerry Enterprise Service 10 version architecture Installing BlackBerry Enterprise Service 10 on a single computer You can install BlackBerry Enterprise Service 10 version on a single computer, or on a computer that hosts BlackBerry Enterprise Server 5.0 SP4. This reduces the amount of hardware required. However, in larger environments, you can choose to install components on separate computers to balance the work load. There are both benefits and limitations to this type of deployment. Benefits Simplified installation with minimal user intervention Quick installation or upgrade Reduced hardware, software, and maintenance costs Limitations May cause performance issues when deploying a large number of devices If you want to deploy a BlackBerry Router or a Proxy server, you will require an additional computer. If your organization requires the additional security of deploying the BlackBerry Router or Proxy server in a DMZ, you will also need an internal firewall Research In Motion Limited. All Rights Reserved. 29

30 BlackBerry Enterprise Service 10 version architecture Installing BlackBerry Enterprise Service 10 on multiple computers If your organization exceeds the maximum number of users that a single computer installation can support, you can deploy BlackBerry Enterprise Service 10 on multiple computers. To do this, you require: One, or more, computers to host the management consoles One, or more, computers to host the core components Optionally, you can install the BlackBerry Enterprise Service 10 databases on a separate computer as well There are both benefits and limitations to this type of installation. Benefits Improves BlackBerry Enterprise Service 10 performance Balances the workload across the computers that host the BlackBerry Enterprise Service 10 components Limitations Requires additional hardware Is susceptible to network latency issues Requires more administrator involvement to complete the configuration of the BlackBerry Enterprise Service 10 domain All user interfaces are installed on every management console computer. All core services are installed on every core components computer Research In Motion Limited. All Rights Reserved

31 BlackBerry Enterprise Service 10 version architecture Installing BlackBerry Enterprise Service 10 for high availability High availability uses redundant hardware and software to maintain functionality when elements of a system stop responding. High availability helps you to minimize downtime by providing redundant BlackBerry Enterprise Service 10 components with an integrated health management system. Incorporating high availability into the BlackBerry Enterprise Service 10 is the fastest way for you to restore BlackBerry Enterprise Service 10 functionality in the event of a critical component failure. High availability of the BlackBerry Enterprise Service 10 consists of, at a minimum, two BlackBerry Enterprise Service 10 instances and the BlackBerry Enterprise Service 10 databases mirrored across two database servers. The primary BlackBerry Enterprise Service 10 connects to the principal BlackBerry Enterprise Service 10 databases and accesses data from them. The name of the mirror BlackBerry Enterprise Service 10 databases is stored in the Windows registry of the computers that host the primary and standby BlackBerry Enterprise Service 10 instances. BlackBerry Enterprise Service 10 instances do not connect to the mirror BlackBerry Enterprise Service 10 databases until after the principal BlackBerry Enterprise Service 10 databases stop responding. The standby BlackBerry Enterprise Service 10 opens standby connections to the principal BlackBerry Enterprise Service 10 databases. There are both benefits and limitations to this type of deployment. Benefits Ensures connectivity between the devices and the organization's network at all times without administrator or user intervention Limitations Requires additional hardware Research In Motion Limited. All Rights Reserved. 31

32 BlackBerry Enterprise Service 10 version architecture Primary and standby components The computer hosting the primary BlackBerry Enterprise Service 10 contains the following components: BlackBerry Controller BlackBerry Dispatcher BlackBerry MDS Connection Service BlackBerry Secure Connect Service BlackBerry Work Connect Notification Service Communication Module Core Module Enterprise Management Web Service Scheduler The primary computer may also host the management consoles and the BlackBerry Licensing Service, or they may be installed on a separate computer. The following components are installed: BlackBerry Management Studio BlackBerry Licensing Service BlackBerry Device Service console Universal Device Service console BlackBerry Web Desktop Manager (optional component) While the standby computer may also host the management consoles as well as the BlackBerry Licensing Service, they do not fail over Research In Motion Limited. All Rights Reserved

33 BlackBerry Enterprise Service 10 version architecture When a failover is triggered (by a change in the health metrics or a manual failover performed by you), the core components on the primary instance fail over to the core components on the standby instance Research In Motion Limited. All Rights Reserved. 33

34 BlackBerry Enterprise Service 10 version architecture Troubleshooting tips in a distributed environment When troubleshooting issues in a multiple instance BlackBerry Enterprise Service 10 domain identify how many devices are affected and if affected devices are on the same instances. If you determine the issue seems to affect multiple users on one instance but not another, consider the following tips: If the issue is affecting only one instance of a component, but not another instance, check that the respective service is running If the issue affects only communication through the BlackBerry Infrastructure, check that the BlackBerry Dispatcher, the BlackBerry MDS Connection Service, or the BlackBerry Secure Connect Service for that instance are running, that all ports are correctly configured and that there are no port conflicts. If the issue is affecting only work Wi-Fi or VPN communication between BlackBerry devices and BlackBerry Enterprise Service 10, then check that the Enterprise Management Web Service is running. Consider moving users to a BlackBerry Enterprise Service 10 instance that is working properly while you work to identify and resolve the cause of the issue. High availability The high availability model for the BlackBerry Administration Service in BlackBerry Enterprise Server 5.0 SPx remains the same in BlackBerry Enterprise Service 10. If a fail over occurs for the Core Module, the console will not function until either a fail back to the original Core Module occurs, or the console is configured for the new Core Module Research In Motion Limited. All Rights Reserved

35 BlackBerry Enterprise Service 10 version architecture Discussion: Deploying BlackBerry Enterprise Service 10 in your environment There are a lot of considerations when you deploy a new installation of BlackBerry Enterprise Service 10. These considerations become especially complex if you decide to configure BlackBerry Enterprise Service 10 for high availability as well. Looking at your environment, consider the following questions: Would you deploy BlackBerry Enterprise Service 10 on a single computer or on multiple computers? Why? If you deployed BlackBerry Enterprise Service 10 on the same computer as a supported BlackBerry Enterprise Server installation, what things would you need to keep in mind? Would you deploy BlackBerry Enterprise Service 10 with high availability? Why or why not? When BlackBerry Enterprise Service 10 configured for high availability fails over, the management consoles do not. How will you manage your environment if this happens? Research In Motion Limited. All Rights Reserved. 35

36 BlackBerry Enterprise Service 10 version architecture Review: BlackBerry Enterprise Service 10 version architecture 1. By default, the browser connection for the BlackBerry Administration Service uses port for HTTPS connections and port for HTTP connections. 2. The contains user information and the configuration information that the components used for managing BlackBerry 10 devices and BlackBerry PlayBook tablets use, such as connection details. 3. In a standard installation of the BlackBerry Enterprise Service 10, what port do you need open for the BlackBerry Dispatcher and the BlackBerry MDS Connection Service to communicate with each other? 4. What components of a BlackBerry Enterprise Service 10 installation are used to manage ios devices and Android devices? 5. What type of connection is required for a BlackBerry 10 device or a BlackBerry PlayBook tablet to connect directly to the Enterprise Management Web Service? 6. The is a hosted web service responsible for providing connectivity to ios devices and Android devices from behind the firewall Research In Motion Limited. All Rights Reserved

37 BlackBerry Enterprise Service 10 version architecture 7. The is a service for ios devices provided by Apple that BlackBerry Enterprise Service 10 uses to inform the ios devices to contact the Communication Module for configuration updates Research In Motion Limited. All Rights Reserved. 37

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39 Troubleshooting tools for BlackBerry Enterprise Service 10 Objectives By the end of this module, you should be able to: Identify the troubleshooting tools available to you Identify the different types of log files available for BlackBerry Enterprise Service 10 Change log file settings Access the resources available for support

40 Troubleshooting tools for BlackBerry Enterprise Service 10 BES10 Configuration Tool The BES10 Configuration Tool displays data, such as database settings, that the BlackBerry Enterprise Service 10 setup application detected during the installation process. The BES10 Configuration Tool is found on the computer that BlackBerry Enterprise Service 10 is installed on. You can access the tool at Start > All Programs > BlackBerry Enterprise Service 10 > Configuration Tool for BlackBerry Enterprise Service 10. Discussion: Troubleshooting with the BES10 Configuration Tool What do you think you could use the BES10 Configuration Tool for when you troubleshoot issues? Research In Motion Limited. All Rights Reserved

41 Troubleshooting tools for BlackBerry Enterprise Service 10 BES10 Configuration Tool Tab Administration Service - Cacerts Keystore Description Change the Cacerts Keystore password. The Cacerts Keystore is a file used to store the root certificates of signing authorities. BlackBerry Administration Service Pool View the pool name View the port name and settings for the specified pool Synchronize local property files and registry entries with the BlackBerry Configuration Database BlackBerry MDS Generate a certificate for the BlackBerry MDS Connection Service Specify information for your organization View the storage location for the keystore file Create a new password for the keystore file that stores the keystore certificate View the keystore generation information, which includes the user name, organization name, and country or region information BlackBerry Management Studio Add or remove a Service from BlackBerry Management Studio Communication Module Specify the location and password for the SSL certificate that was obtained from a certification authority Communication Password Change the current communication password Configuration Settings Change the listening port for BlackBerry Management Studio Regenerate a self-signed certificate Research In Motion Limited. All Rights Reserved. 41

42 Troubleshooting tools for BlackBerry Enterprise Service 10 Tab Description Console Address View the console address for BlackBerry Management Studio Core Module Password Change the password for the Core Module Database Connectivity Test connectivity to the available databases View the database server information such as Microsoft SQL Server name, the database name, and the port configuration View the database server authentication information, such as Windows or Microsoft SQL Server authentication and the Microsoft SQL Server username (if applicable) Directory Support Create users in BlackBerry Management Studio Configure company directory support or configure local user support options Enterprise Management Web Service View the Enterprise Management Web Service URL and port View the Enterprise Management Web Service activation URL and port MDM Domains Add an MDM domain Add the pool name for high availability Microsoft Active Directory Settings View the username and domain name for Microsoft Active Directory Change the username and password for Microsoft Active Directory Port Settings Enter or change port connection information for BlackBerry Management Studio Search Settings Search settings for BlackBerry Management Studio Set the maximum number of user accounts displayed when you perform a search Set the quick login feature, which determines whether a list of user accounts is displayed when you log in Web Keystore Change the web keystore password for the BlackBerry Administration Service Research In Motion Limited. All Rights Reserved

43 Troubleshooting tools for BlackBerry Enterprise Service 10 Discussion: Why use log files for troubleshooting? The value of log files when troubleshooting issues is immense, but only if you understand what you're looking at and how the log files work. When you look at the following log file: What information can you gather from the following log file? Does any particular item stand out to you? [INFO ] (09/20 19:29:10:841):{http-8444-exec-5} MWSHandler:{500E1C4E.CN CA. 17}:Start processing: GET /62d7722a-67da-4da8-8d5f-c3752ef181bd/config [INFO ] (09/20 19:29:10:903):{http-8444-exec-3} MWSHandler:{2A2DF6C7.CN CA. 18}:Complete processing: Status=200 [WARN ] (09/20 19:29:10:935):{http-8444-exec-5} MWSHandler:{500E1C4E.CN CA. 17}:parseAcp: ACP blob modulecount is 0 [INFO ] (09/20 19:29:11:091):{http-8444-exec-5} MWSHandler:{500E1C4E.CN CA. 17}:Complete processing: Status=200 [DEBUG] (09/20 19:29:12:217):{http-8444-exec-4} SynchronousDispatcher:PathInfo: /8bf05dfa-d a-9e bc4de5d/ config [DEBUG] (09/20 19:29:12:217):{http-8444-exec-4} MWSHandler:attempting lookup based on perimeter id 8bf05dfa-d a-9e bc4de5d [INFO ] (09/20 19:29:12:248):{http-8444-exec-4} MWSHandler:{2A2DF6C7.CN CA. 18}:Start processing: GET /8bf05dfa-d a-9e bc4de5d/config [WARN ] (09/20 19:29:12:342):{http-8444-exec-4} MWSHandler:{2A2DF6C7.CN CA. 18}:parseAcp: ACP blob modulecount is Research In Motion Limited. All Rights Reserved. 43

44 Troubleshooting tools for BlackBerry Enterprise Service 10 Log Files Log files are used to record the activity of BlackBerry Enterprise Service 10 components and troubleshoot issues with those components. BlackBerry Enterprise Service 10 creates a log file for each component and saves the log files on the computer that hosts BlackBerry Enterprise Service 10. By default, the log files are saved in C:\Program Files (x86)\research In Motion\BlackBerry Enterprise Service 10\Logs\. If you've installed BlackBerry Enterprise Service 10 on multiple computers, then each computer makes its own log files for its components. Each BlackBerry Enterprise Service 10 instance saves the log files in folders that it creates daily and organizes by date. Component identifiers for BlackBerry Enterprise Service 10 log files You can identify the different BlackBerry Enterprise Service 10 log files by their component identifiers. The component identifier appears after the server name at the beginning of the log file name. Component identifier Logging component Description BBMFS BlackBerry Management Studio A text file that lists the activity for BlackBerry Management Studio, including a list of who access the console and from where Log files for components used to manage BlackBerry 10 devices and BlackBerry PlayBook tablets Component identifier BBAS-AS BBAS-NCC Logging component BlackBerry Administration Service Application Server BlackBerry Administration Service Native Code Container Description A text file that lists information on SQL queries, Java exceptions, and events related to the BlackBerry Administration Service Application Service A test file that lists failures when accessing native components and data sources (BlackBerry Configuration Database, authentication, and so on.) BWS BlackBerry Web Services A text file that lists activity information for BlackBerry Web Services CTRL BlackBerry Controller A text file that lists information on the health of the various BlackBerry Device Service components that it is monitoring Research In Motion Limited. All Rights Reserved

45 Troubleshooting tools for BlackBerry Enterprise Service 10 Component identifier Logging component Description DISP BlackBerry Dispatcher A text file that lists traffic between the various BlackBerry Device Service services, SRP connectivity, content type, and encryption type EMWS MDAT MDS-CS Enterprise Management Web Service BlackBerry MDS Connection Service BlackBerry MDS Connection Service A text file that lists activity information for the Enterprise Management Web Service A text file that lists activity information for the BlackBerry MDS Connection Service. If you configure additional logging for the component, this log provides further details about HTTP, HTTPS, and other device transactions A CSV file that lists additional activity information for the BlackBerry MDS Connection Service Log files for components used to manage ios devices and Android devices Component identifier Logging component Description UCOM Communication Module A CSV file that lists activity information and errors for the Communication Module UCOR Core Module A CSV file that lists activity information an errors for the Core Module USRV Scheduler A set of CSV files that lists the activities for the Scheduler including EAS Synchronize, EAS Whitelist, LDAP Synchronize, Nagging, and Poke records BWS BlackBerry Web Services List activity information for the BlackBerry Web Services UCOR_Audit Audit log files Audit logs record requests that you make to create, update, and delete user accounts or groups, send IT administration commands to ios devices and Android devices, add user accounts to groups or remove user accounts from groups, and create or assign profiles, software configurations and IT policies to ios devices and Android devices UCOR_EAS Microsoft ActiveSync gatekeeping A CSV file that contains a log of activity when Microsoft ActiveSync gatekeeping is in use BlackBerryAdmi nistrationconsol e Administration Console log files A text file that maintains a log of the activity for the Administration Console, including a record of who logs in and from what IP address Research In Motion Limited. All Rights Reserved. 45

46 Troubleshooting tools for BlackBerry Enterprise Service 10 Log files for components used to manage BlackBerry 10 devices and BlackBerry PlayBook tablets BlackBerry Enterprise Service 10 creates a log file for each component and saves the log files on the computer that hosts BlackBerry Enterprise Service 10. By default, the BlackBerry Enterprise Service 10 saves the log files in C:\Program Files (x86)\research In Motion\BlackBerry Enterprise Service 10\Logs\. Each instance saves the log files in folders that it creates daily and organizes by date. To prevent the log files from taking up too much disk space, you can change how components create and delete log files. The size of log files varies based on the number of users in your environment and the level of user activity. It is a best practice to monitor and control the amount of disk space taken up by log files. By default, log files are named: <server_name>_<component_identifier>_<instance>_<yyyymmdd>_<log_number>.txt For example, if you were looking for the log files for the Enterprise Management Web Service you would look for a file name like the following: BDS01_EMWS_01_ _0001.txt Work space only log files You can use the following IT policy rules to generate log files for BlackBerry 10 devices with a work space only: BlackBerry Messenger Log Wireless Synchronization rule: This rule specifies whether a BlackBerry 10 device synchronizes logs for the BlackBerry Messenger app with your organization's BlackBerry Enterprise Service 10. Phone Log Wireless Synchronization rule: This rule specifies whether a BlackBerry 10 device synchronizes the call log for the Phone app with your organization's BlackBerry Enterprise Service 10. PIN to PIN Log Wireless Synchronization rule: This rule specifies whether a BlackBerry 10 device synchronizes logs for PIN messages with your organization's BlackBerry Enterprise Service 10. SMS/MMS Log Wireless Synchronization rule: This rule specifies whether a BlackBerry 10 device synchronizes logs for SMS text messages and MMS messages with your organization's BlackBerry Enterprise Service 10. Video Chat Log Wireless Synchronization rule: This rule specifies whether a BlackBerry 10 device synchronizes the call log for the BBM Video feature with your organization's BlackBerry Enterprise Service 10. The default directory for the log files is: C:\Program Files (x86)\research In Motion\BlackBerry Enterprise Service 10\Logs\<today s date>.csv. If you configure an audit root directory, you can store the log files there Research In Motion Limited. All Rights Reserved

47 Troubleshooting tools for BlackBerry Enterprise Service 10 Reading the contents of log files for components used to manage BlackBerry 10 devices and BlackBerry PlayBook tablets The entries in the BlackBerry Controller or BlackBerry Dispatcher log file have the following format: [50097] (08/30 09:52:39.062):{0xE04} [SRP] Dispatcher\SRP Connection dropped, Error=0, Reason=-6 Session stopping Item Event ID [50097] Event IDs appear in the following log files: BlackBerry Controller BlackBerry Dispatcher Date/Time (08/30 09:52:39.062) Description The Event ID indicates the type of log entry. Common Event IDs fit into one of the following five categories: [10000] = Error [20000] = Warning [30000] = Informational [40000] = Debug [50000] = Other The Date/Time indicates the date and time of a particular event. Note: The date and time stamp are in the local server time. Thread ID The Thread ID specifies which thread performed an event. {0xE04} Description [SRP] Dispatcher\SRP Connection dropped, Error=0, Reason=-6 Session stopping The description indicates the thread activity and describes the nature of the event. Other BlackBerry Device Service log files are in HTTP format. One example of this is the BlackBerry MDS Connection Service: < :01: EDT>:[6]:<MDS-CS_ADMIN_MDS-CS_1>:<INFO >:<LAYER = SCM, Loaded network provider: 0/Windows/Native> < :01: EDT>:[7]:<MDS-CS_ADMIN_MDS-CS_1>:<INFO >:<LAYER = SCM, Default network provider : Windows/Native> < :01: EDT>:[8]:<MDS-CS_ADMIN_MDS-CS_1>:<INFO >:<LAYER = SCM, Initializing network connection cache connperprincipal=2 conntimetolive=300000> < :01: EDT>:[9]:<MDS-CS_ADMIN_MDS-CS_1>:<DEBUG>:<LAYER = SRP, Initializing srpservers :[EXAMPLETEST0007[ADMIN:3201]]> < :01: EDT>:[10]:<MDS-CS_ADMIN_MDS-CS_1>:<DEBUG>:<LAYER Research In Motion Limited. All Rights Reserved. 47

48 Troubleshooting tools for BlackBerry Enterprise Service 10 = SCM, Admin. Task- Configuration data> < :01: EDT>:[11]:<MDS-CS_ADMIN_MDS-CS_1>:<DEBUG>:<LAYER = SCM, Admin. Task- Retrieve all server hosts values> < :01: EDT>:[12]:<MDS-CS_ADMIN_MDS-CS_1>:<DEBUG>:<LAYER = SCM, Admin. Task- refresh group> < :01: EDT>:[13]:<MDS-CS_ADMIN_MDS-CS_1>:<DEBUG>:<LAYER = SCM, Admin. Task- PIN- mapping rows changed: 0> < :01: EDT>:[14]:<MDS-CS_ADMIN_MDS-CS_1>:<DEBUG>:<LAYER = SCM, Admin. Task- refresh user group membership> < :01: EDT>:[15]:<MDS-CS_ADMIN_MDS-CS_1>:<DEBUG>:<LAYER = SCM, Admin. Task- HTTP Proxy Mappings> < :01: EDT>:[16]:<MDS-CS_ADMIN_MDS-CS_1>:<DEBUG>:<LAYER = SCM, Admin. Task- refresh EMWS Configuration> < :01: EDT>:[17]:<MDS-CS_ADMIN_MDS-CS_1>:<DEBUG>:<LAYER = SCM, Admin. Task- refresh application configuration> < :01: EDT>:[18]:<MDS-CS_ADMIN_MDS-CS_1>:<DEBUG>:<LAYER = SCM, Admin. Task- Access Control data> < :01: EDT>:[19]:<MDS-CS_ADMIN_MDS-CS_1>:<DEBUG>:<LAYER = SCM, Admin. Task- refresh IT policy> Item Date/Time < :01: EDT> Description The Date/Time indicates the date and time of a particular event. Note: The date and time stamp are in the local server time. Event ID [DEBUG] Description <LAYER = SCM, Admin. Task- Retrieve all server hosts values> The Event ID indicates the type of log entry. Common Event IDs fit into one of the following five categories: Error Warning Informational Debug Other The description indicates the activity and describes the nature of the event Research In Motion Limited. All Rights Reserved

49 Troubleshooting tools for BlackBerry Enterprise Service 10 Changing log file settings It is important to know how to modify the settings of your log files. The ability to change the logging level of a log file helps with gathering the information you need to troubleshoot an issue. There are four levels to log files: Note: Error: Only error messages are written to the log file Warning: Error messages and warning messages are written to the log file Informational: Activities messages, warning messages, and error messages are written to the log file Debug: All messages are written to the log file [50000] = Other level log file entries appear in all log file levels. For troubleshooting an issue, the debug level would provide the most information. Change the logging level of a log file 1. In the BlackBerry Administration Service, on the Servers and components menu, expand BlackBerry Solution topology > BlackBerry Domain > Component view > Logging. 2. Click the BlackBerry Device Service instance. 3. On the Logging details tab, click Edit instance. 4. In each section, in the Log level drop-down list, perform one of the following actions: To write error messages to the log file, click Error. To write warning messages and error messages to the log file, click Warning. To write daily activities messages, warning messages, and error messages to the log file, click Informational. To write all messages to the log file, click Debug. 5. Click Save all. 6. Restart the affected BlackBerry Device Service services Research In Motion Limited. All Rights Reserved. 49

50 Troubleshooting tools for BlackBerry Enterprise Service 10 Log files for components used to manage ios devices and Android devices BlackBerry Enterprise Service 10 creates log files for each component used to manage ios devices and Android devices, and audit logs that record administrator requests (for example, to create, update, or delete user accounts or groups). Log files and audit logs can be used to determine the cause of an issue. BlackBerry Enterprise Service 10 saves the log files on the computer that hosts BlackBerry Enterprise Service 10. You can configure the location where the log files are stored when you install BlackBerry Enterprise Service 10. By default, log files are saved in C:\Program Files (x86)\research in Motion\BlackBerry Enterprise Service 10\Logs. Log files are organized in the following folders: Audit BWS Communication Core EAS Installer RIM.UDS.GUI RIM.BUDS.BWCN Scheduler The Installer logs files are named Setup<yyyymmdd><log_number>.log. The GUI log files are named BlackBerryAdministrationConsole.log.<yyyymmdd>. The BlackBerry Work Connect Notification Service log files are named stderr.txt, stdout.txt and localhost_access_log.<date>.txt. Other log files are named <server_name>_<component_identifier>_<instance>_<yyyymmdd>_log _number>.csv. View device communication logs You can view the device communication logs to find out the history of communication between a device and the Universal Device Service. Each device has its own communication log. Entries older than 14 days are cleared from the logs. 1. Search for a user account. 2. In the search results, click the name of a user account. 3. In the Manage Device window, click the Communications Log icon. Troubleshooting tips To find the logs for the Communication Module, you can open the IIS Manager, click on the UDS.CommunicationModule site and on the Actions panel, click Explore. This will open the installation folder for the Communication Module, where you can find the logs folder Research In Motion Limited. All Rights Reserved

51 Troubleshooting tools for BlackBerry Enterprise Service 10 To find the logs for the Core Module you can open the IIS Manager, click on the UDS.CoreModule site and on the Actions panel, click Explore. This will open the installation folder for the Core Module, where you can find the logs folder Research In Motion Limited. All Rights Reserved. 51

52 Troubleshooting tools for BlackBerry Enterprise Service 10 Activity: Looking at log files 1. Given the following log sample, what user information can you determine from it? <#03>[30181] (11/27 00:02:52.978):{0x560} Performing system health check (BlackBerry Dispatcher Version ) <#03>[30490] (11/27 00:02:52.978):{0x560} Health score: Health=0x <#03>[30450] (11/27 00:10:23.500):{0xBBC} {Ian Dundas} User unchanged (disp): id=2, device=2g919h74; db2-458e-894d-39f1b6748cb8, routing=exampletest0001, agent=<none>, time=50ae5b59, ext=1, wl=0, keys=(0:a:0) <#03>[30450] (11/27 00:11:52.954):{0x808} {Leticia Lopez Tovar} User unchanged (disp): id=13, device=2g919h74;5e7c2ec0-84d7-4df e2141ce2, routing=exampletest0001, agent=<none>, time=50af8c93, ext=1, wl=0, keys=(0:a:0) 2. What is the source of the following log file sample: (02/13 00:02:56.492):{Thread-11} [com.blackberry.bes.bas.bws.bwshealthcheck] [INFO] [BWS-1000] {SystemUser} {run} BWS BWSHealthCheck (02/13 00:12:58.523):{Thread-11} [com.blackberry.bes.bas.bws.bwshealthcheck] [INFO] [BWS-1000] {SystemUser} {run} BWS BWSHealthCheck 3. What is the source of the following log file sample: [DEBUG] (11/27 15:56:33:017):{AsynchronousPushServiceThread} EMWS:X-Rim- Push-Id: 85E85BC7-D438-E211-8ADB B5572B Research In Motion Limited. All Rights Reserved

53 Troubleshooting tools for BlackBerry Enterprise Service 10 [DEBUG] (11/27 15:56:33:017):{AsynchronousPushServiceThread} EMWS:Status Code was: What device information can you gather from the following log file sample: DEBUG," :03:09,041",6,0,"b4bd eb-4cfd-b425- dc666884b5a5","defaultroutehandler (mdm/{perimeter}/device/ enrolmentstate): GET https://ottawauds01.example.com/mdm/ ff45d6b a7-a65f-a1c9279eff6a/device/enrolmentstate", DEBUG," :03:09,041",6,0,"b4bd eb-4cfd-b425- dc666884b5a5","request User-Agent: BES rv 68 (ipad; iphone OS 5.1.1; en_ca)" Research In Motion Limited. All Rights Reserved. 53

54 Troubleshooting tools for BlackBerry Enterprise Service 10 Resources for support The following resources are available to help you find answers to your troubleshooting questions. Resource BlackBerry documentation (www.blackberry.com/go/ serverdocs) BlackBerry Technical Solution Center Knowledge Base (www.blackberry.com/support) BlackBerry Expert Support Center (www.blackberry.com/besc) BlackBerry Management Studio online help BlackBerry Administration Service online help Administration Console online help BlackBerry Troubleshooting Toolkit (www.blackberry.com/ troubleshootingtoolkit) Description Access to product documentation, technical and security advisories, and tutorials Access to support content including product documentation, technical and security advisories, and tutorials Access to enterprise grade tools and resources, including the following: Enterprise Activation Readiness: a self-diagnostic tool to see if a BlackBerry device is ready to begin the activation process. BlackBerry Server Connection Status and other self-service tools: for diagnosing, troubleshooting, and resolving issues. Subscription Management: where you can manage and leverage features and services of your BlackBerry Technical Support Services contract. Expert advice: with relevant guides, articles, webcasts and other resources. The BlackBerry Management Studio Help contains descriptions and instructions on all of the tasks you can perform in the BlackBerry Management Studio and is accessible directly from the BlackBerry Management Studio interface. The BlackBerry Administration Service Help contains descriptions and instructions on all of the tasks you can perform in the BlackBerry Administration Service and is accessible directly from the BlackBerry Administration Service interface. The Administration Console Help contains descriptions and instructions on all of the tasks you can perform in the Administration Console and is accessible directly from the Administration Console interface. Access to tools and resources that you can use to identify and resolve the top BlackBerry device issues Research In Motion Limited. All Rights Reserved

55 Troubleshooting tools for BlackBerry Enterprise Service 10 Activity: Explore the resources available for support 1. Using the BlackBerry Technical Solution Center Knowledge Base, find an article that will help you resolve an Error 3007 issue. 2. Using the BlackBerry Technical Solution Center Knowledge Base, find an article that will help you activate an ios or Android device. 3. What is the name of the document used for the advanced management of components used in managing ios and Android devices? 4. Using the BlackBerry Technical Solution Center Knowledge Base, find an article that will help you identify and troubleshoot activation issues with the BlackBerry PlayBook tablet. 5. In which guides would you find information on policies and profiles for BlackBerry Enterprise Service 10? 6. Using the BlackBerry Technical Solution Center Knowledge Base, find an article about Microsoft ActiveSync policy behavior when a device is activated Research In Motion Limited. All Rights Reserved. 55

56 Troubleshooting tools for BlackBerry Enterprise Service 10 Review: Troubleshooting tools for BlackBerry Enterprise Service Identify what component the following log files is for: Admin_UCOR_Audit_01_ _001.csv 2. What information can you get from Audit log files? 3. Identify what component the following log files is for: BDS01_MDAT_01_ _0001.txt 4. Each ios device and Android device has its own communication log. Entries in these logs are kept for 14 days. How would you find this log? 5. Identify the event ID on the following log entry: [50097] (08/30 09:52:39.062):{0xE04} [SRP] Dispatcher\SRPConnection dropped, Error=0, Reason=-6 Session stopping Research In Motion Limited. All Rights Reserved

57 Troubleshooting tools for BlackBerry Enterprise Service Where do you configure log file settings in the BlackBerry solution topology in the BlackBerry Administration Service? 7. Where do you access the BES10 Configuration Tool? 8. List three places you can look for help with a BlackBerry Enterprise Service 10 problem Research In Motion Limited. All Rights Reserved. 57

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59 Troubleshooting issues with device activation Objectives By the end of this module, you should be able to: Troubleshoot issues with activating BlackBerry 10 devices Troubleshoot issues with activating BlackBerry PlayBook tablets Troubleshoot issues with activating ios devices Troubleshoot issues with activating Android devices Describe common device activation issues

60 Troubleshooting issues with device activation Activity: Information for troubleshooting activation issues Before you begin troubleshooting activation issues, consider the following questions: What information do you need? What things do you think you need to understand about your environment or configuration? Research In Motion Limited. All Rights Reserved

61 Troubleshooting issues with device activation Licensing and wireless activation settings Before a user can activate a device, you need to make sure the following items are configured: The BlackBerry Licensing Service Must be installed and active Licenses must be activated on the BlackBerry Licensing Service Licenses must be available for devices to activate with If you use wireless activation, settings in the BlackBerry Device Service console must be configured: To send activation s, SMTP configuration settings must be specified Service configuration, activation configuration, and activation messages must be specified A connection to the BlackBerry Infrastructure must be available BlackBerry Licensing Service When you install BlackBerry Enterprise Service 10, the BlackBerry Licensing Service is with the management consoles. The BlackBerry Licensing Service communicates with the licensing infrastructure within the BlackBerry Infrastructure to validate licenses and enforce compliance. Customers have access to a licensing portal where they can manage their licenses. In BlackBerry Management Studio, you can configure licensing settings to manage communication between the licensing server and the licensing infrastructure. You can change how often the licensing server polls the licensing infrastructure to retrieve assigned licenses. The default polling interval is 1 day. You can also poll the licensing infrastructure before the next scheduled communication. If necessary, you can switch to a new licensing server (for example, in a disaster recovery scenario). Activating licenses for BlackBerry Enterprise Service 10 In order to activate devices with BlackBerry Enterprise Service 10, you require the appropriate licenses. Your license entitlement can be registered in three different ways: Research In Motion Limited. All Rights Reserved. 61

62 Troubleshooting issues with device activation Activate licenses using a license activation ID When you use a license activation ID, you assign all available licenses associated with it to a BlackBerry Enterprise Service 10 domain. If you already assigned some licenses to a domain (for example, using the host ID), only the remaining licenses are available. For example, if 100 licenses are associated with a license activation ID and 20 licenses are already assigned to a domain, the 80 available licenses are automatically assigned to the next domain where you use the license activation ID. Activate licenses using the host ID of your BlackBerry Enterprise Service 10 computer If you want to distribute the licenses associated with a license activation ID across multiple BlackBerry Enterprise Service 10 domains, you can use the host ID to register a domain and specify the number of licenses to assign to it. Activate licenses using file-based activation If the computer that hosts the licensing server does not have access to the Internet to communicate with the licensing infrastructure, you can use a license challenge file and license response file to manually register licenses and assign them to a BlackBerry Enterprise Service 10 domain. Licensing the domain and devices Licenses control how many BlackBerry devices, ios devices, and Android devices can exist in a BlackBerry Enterprise Service 10 domain at the same time. The license types that your organization uses determine the devices and features that you can manage using BlackBerry Enterprise Service 10. A license is used when you or a user activates a device. A device uses only one type of license at a time. You must use BlackBerry Management Studio to manage licenses. Depending on the licensing activation method that you choose, you can activate licenses in BlackBerry Management Studio or in the BlackBerry Account Center. The BlackBerry Device Service console accepts only BlackBerry Mobile Voice System CAL keys. License types Unless otherwise indicated, you can activate devices that have a service plan or a Wi-Fi connection. BlackBerry Enterprise Service 10 version supports the following license types: License type EMM Corporate for BlackBerry EMM Corporate Description You can activate the following devices and features: BlackBerry 10 devices and BlackBerry PlayBook tablets that use BlackBerry Balance technology Devices that run BlackBerry 10 OS version 10.1 or later and have a service plan that supports work space only devices You can activate the following devices and features: BlackBerry 10 devices and BlackBerry PlayBook tablets that use BlackBerry Balance technology Research In Motion Limited. All Rights Reserved

63 Troubleshooting issues with device activation License type Description Devices that run BlackBerry 10 OS version 10.1 or later and have a service plan that supports work space only devices ios devices and Android devices without a work space Secure Work Space You can activate the following devices and features: ios devices and Android devices with a work space ios devices and Android devices without a work space License information You can view the following license information for the BlackBerry Enterprise Service 10 domain: Item License type License usage Expiration Description The license type is the category of license that your organization uses. EMM Corporate for BlackBerry and EMM Corporate are always displayed, even if your organization does not use these license types. You can view the number of total licenses, available licenses, and used licenses for each license type. The information displayed is for all license activation IDs. You can view the number of total licenses and, if applicable, the date that licenses expire. The information displayed is for each license activation ID. For licenses that expire, the information is no longer displayed after the expiration date. How the licensing server determines usage for license types When the licensing server checks the available licenses for each license type, it determines what license type to use. If more than one license type supports the devices and features that you want to manage, the following priorities apply to license usage: Device type BlackBerry License usage priority 1. EMM Corporate for BlackBerry 2. EMM Corporate ios and Android 1. EMM Corporate 2. Secure Work Space When the licensing server checks the available licenses The licensing server checks the available licenses each time a licensing request is made. A licensing request is made when you perform any of the following actions: Activate or reactivate a device Research In Motion Limited. All Rights Reserved. 63

64 Troubleshooting issues with device activation Assign a work space profile to a user or group (ios devices and Android devices only) Activate licenses View license information on the Licensing summary tab License usage for some or all license types might change after you perform any of these actions. The licensing server automatically optimizes usage by evaluating the available licenses for each license type and the activated devices in the BlackBerry Enterprise Service 10 domain. For example, when you activate ios devices and Android devices without a work space, Secure Work Space licenses are used if no EMM Corporate licenses are available. When EMM Corporate licenses become available (for example, after you activate licenses), activated ios devices and Android devices without a work space use EMM Corporate licenses instead. License usage and compliance The BlackBerry Licensing Service on the licensing server stores the licenses assigned to the BlackBerry Enterprise Service 10 domain. The BlackBerry Licensing Service tracks usage for each license type that your organization uses and detects when the licensing requirements are not met. You can continue to manage activated devices and switch BlackBerry devices even if the domain is out of compliance. For a device switch, you or a user must activate the replacement device and select the replace device option on the device or in BlackBerry Web Desktop Manager. License usage All licenses are consumed for one or more license types. Used licenses exceed total licenses for any license type (for example, if all licenses are consumed and then some licenses expire). Compliance state The domain is in compliance with the following conditions: You can reactivate existing devices. If licenses are available for other license types, you can activate new devices. The license type must support the devices and features that you want to manage. For example, if licenses are available only for EMM Corporate for BlackBerry, you cannot activate ios devices or Android devices. The domain is out of compliance with the following conditions: You cannot activate new devices or reactivate existing devices even if licenses are available for other license types Research In Motion Limited. All Rights Reserved

65 Troubleshooting issues with device activation Discussion: BlackBerry Licensing Service With the new BlackBerry Licensing Service and associated licensing types, consider the impacts that this can have on planning device deployment, as well as computer deployment, in your environment. Consider the following questions: Do you think it is necessary to have a best practice for licensing devices in order to maximize usage and minimize problems? If so, what do you think it should be? Keeping BlackBerry Enterprise Service 10 in licensing compliance is important to maintaining device management functionality. While the BlackBerry Licensing Service does not support high availability, you can deploy more than one computer running the BlackBerry Enterprise Service 10 management consoles, which includes the BlackBerry Licensing Service. In your environment, do you think you would deploy a second computer with these services installed, in case of failure of the primary computer? Research In Motion Limited. All Rights Reserved. 65

66 Troubleshooting issues with device activation Common licensing issues Licensing server is not available In BlackBerry Management Studio, if Licenses on the menu bar is grayed out, this tooltip appears when you hover the pointer over Licenses. Possible solution Perform the following actions: In the Windows Services, verify that the BlackBerry Administration Service services are running for at least one BlackBerry Administration Service instance in the BlackBerry Enterprise Service 10 domain. Verify that you have an administrator account for the BlackBerry Device Service and the Universal Device Service. Verify that you can log in to the BlackBerry Device Service console. Log in to BlackBerry Management Studio using a normalized account or a BlackBerry Device Service administrator account. You cannot activate licenses Possible cause There is no connection to the licensing infrastructure. The BlackBerry Licensing Service on the licensing server is not running. The license activation ID is linked to the licensing server for another BlackBerry Enterprise Service 10 domain. You did not release the licenses stored by the BlackBerry Licensing Service on the active server before you switched to a new server for the BlackBerry Enterprise Service 10 domain. Possible solution On the external firewall, verify that port number 443 is open and the firewall rules permit an outgoing connection to license.blackberry.com. If the licensing server does not have access to the Internet, you can use the file-based activation method to activate licenses. In BlackBerry Management Studio, on the Licensing settings tab, check the server status and click Test connection to verify that the BlackBerry Licensing Service is running. If the server status displays "Not connected", log in to the licensing server and restart the BES10 - BlackBerry Licensing Service in the Windows Services. In the BlackBerry Account Center, verify your organization's license activation IDs and the host IDs that they are linked to. If necessary, release licenses. To release licenses assigned to a domain, the BlackBerry Licensing Service must be running on the licensing server for the domain. In the BlackBerry Account Center, verify your organization's license activation IDs and the host IDs that they are linked to. If necessary, contact BlackBerry support to release licenses Research In Motion Limited. All Rights Reserved

67 Troubleshooting issues with device activation You or a user cannot activate a device Possible cause The BlackBerry Enterprise Service 10 services are not running. Licenses are not available. Possible solution In the Windows Services, verify that all BlackBerry Enterprise Service 10 services are running, including the BES10 - BlackBerry Licensing Service on the licensing server. In BlackBerry Management Studio, perform the following actions: Verify that licenses are available to support the device and features that you want to activate. An appropriate service plan may also be required. If necessary, activate licenses Research In Motion Limited. All Rights Reserved. 67

68 Troubleshooting issues with device activation Scenario: Android devices and ios devices are failing to activate Issue: You have recently added two new employees, who brought their own devices. One is an ios tablet, the other is an Android device. You have added them as users in BlackBerry Enterprise Service 10 and sent them the information they need to activate their devices. However, both have reported that they cannot activate their devices Research In Motion Limited. All Rights Reserved

69 Troubleshooting issues with device activation Switching the active server after you activate licenses In BlackBerry Management Studio, on the Licensing settings tab, you can check the server address to verify the FQDN of the active server (the computer that hosts the active BlackBerry Licensing Service instance). After you activate licenses, the active server is registered as the licensing server for the BlackBerry Enterprise Service 10 domain. When the BlackBerry Licensing Service is not available (for example, the service on the active server is stopped or the active server is temporarily unavailable), you do not need to switch to a new server. You can continue to manage activated devices and switch BlackBerry devices. For a device switch, you or a user must activate the replacement device and select the replace device option on the device or in BlackBerry Web Desktop Manager. You cannot activate new devices or reactivate existing devices until the licensing server is available or you switch to a new server. To switch to a new server, you must release any licenses stored by the BlackBerry Licensing Service on the active server and then register a new server as the active server. You can register only one licensing server as the active server for the domain. You might want to switch to a new server for the following reasons: If you plan to replace the hardware for the active server. If the active server is not available and you cannot restore it (for example, in a disaster recovery scenario). Switch the active server You should perform this task when the BlackBerry Licensing Service on the active server is running. If the active server is not available and you cannot restore it, after you switch the active server you must either contact BlackBerry support to release any licenses stored by the BlackBerry Licensing Service on the active server or log in to the BlackBerry Account Center to release the licenses manually. For more information about the actions that you must perform outside BlackBerry Management Studio, visit kbhelp to read article KB If you switch the active server before you activate licenses, you do not need to release licenses or perform the actions documented in article KB Before you begin: Verify that at least two instances of the BlackBerry Licensing Service are installed in the BlackBerry Enterprise Service 10 domain. On the server that you want to switch to, in the Windows Services, start the BES10 - BlackBerry Licensing Service and change the startup type to Automatic. In the BlackBerry Account Center, release any licenses stored by the BlackBerry Licensing Service on the active server. The BlackBerry Licensing Service must be running. Verify that you performed the required actions documented in article KB Log in to BlackBerry Management Studio using an administrator account with the Security Administrator role. 2. On the menu bar, click Licenses. 3. If you released licenses, perform the following actions: a. Click the Licensing settings tab. b. Click Poll now Research In Motion Limited. All Rights Reserved. 69

70 Troubleshooting issues with device activation c. Click the Licensing summary tab and verify that the licenses are removed. 4. Click the Licensing settings tab. 5. Click Switch server. 6. In the New server drop-down list, click the server that you want to switch to. 7. Click Test connection to verify that the BlackBerry Licensing Service on the new server is running. 8. If the test connection was successful, click Switch server. 9. In the Switch server window, click Yes. 10. On the Licensing settings tab, verify that the Server address field displays the FQDN of the new server and the Server status field displays Connected. Activate licenses to assign them to the new server. On the server that you switched from, stop the BES10 - BlackBerry Licensing Service and change the startup type to Disabled. BlackBerry Enterprise Service 10 wireless activation settings Wireless activation requirements for BlackBerry devices on BlackBerry Enterprise Service 10 You can allow users that are located outside of your organization's firewall to activate BlackBerry devices over the wireless network. You can configure the following settings according to your organization's network and policies: Configuration item SMTP configuration settings Device activation settings Requirement If you want to send activation s to the user's address, the following settings must be properly configured: Sender address SMTP server URL of the mail server User name and password SMTP server port and the supported encryption method Service configuration, activation configuration and activation messages should be configured. These settings include: Service configuration: Whether to register activation information with the BlackBerry Infrastructure, by default this is allowed Service URL for the BlackBerry Infrastructure if specifically provided to you Research In Motion Limited. All Rights Reserved

71 Troubleshooting issues with device activation Configuration item Requirement Activation configuration: Whether to allow activation over the BlackBerry Infrastructure, by default this is allowed Whether to allow activation information to be ed First activation message Second activation message Password settings: Auto-generated password length Auto-generated password lifespan (hours) Allowed user operations: Maximum device activation attempts Network connection BlackBerry Enterprise Service 10 must have network connectivity to the BlackBerry Infrastructure and the SRP must be connected If activations using a connection to the BlackBerry Infrastructure are not allowed, make sure that the BlackBerry devices can connect directly to BlackBerry Enterprise Service 10 using your work Wi-Fi or your organization's VPN About registration of user accounts with the BlackBerry Infrastructure Registering a user account with the BlackBerry Infrastructure is optional, however, it provides the best experience for the user that is trying to activate a BlackBerry 10 device. When you decide whether to register user accounts or when you troubleshoot activation issues, you should consider the following: Account registration with the BlackBerry Infrastructure is enabled by default, but you can change this, at the domain level, at any time When the BlackBerry Enterprise Service 10 registers the activation information for an address, SRP ID, and domain name with the BlackBerry Infrastructure, the registration request includes an expiration timestamp which ranges from 60 minutes to 30 days. When you add a user account, if the registration fails, you can retry a second time. If it fails a second time, you can choose to add the user and create an activation password without registering the account with the BlackBerry Infrastructure. In this case, the user will have to specify server information on the device when initiating the activation Research In Motion Limited. All Rights Reserved. 71

72 Troubleshooting issues with device activation Scenario: User registration with the BlackBerry Infrastructure is failing When you add multiple users to the BlackBerry Enterprise Service 10 using the BlackBerry Administration Service and register them with the BlackBerry Infrastructure for activation, you receive the following error: 1. What do you think could be causing this issue? 2. What would you check to try to resolve it? 3. What do you think will happen if you select Cancel? If you select Generate activation ? 4. Do you think you'd get the same error with BlackBerry Management Studio? Research In Motion Limited. All Rights Reserved

73 Troubleshooting issues with device activation Activation types There are several different options for activating a device with BlackBerry Enterprise Service 10. These activation types can impact how you troubleshoot an issue. BlackBerry Balance activation: BlackBerry Balance technology permits users to use devices that are activated with BlackBerry Enterprise Service 10 for both work use and personal use. Devices using BlackBerry Balance have a work space and a personal space with different rules for data storage, app permission, and network routing. Work space only activation - The work space only activation option gives your organization full control over BlackBerry 10 devices that are activated with BlackBerry Enterprise Service 10. There are additional IT policies that you can use to control how the device accesses network resources. Secure Work Space activation for ios devices and Android devices - Provides security to and apps that are deployed in the work space. All about spaces Devices activated on BlackBerry Enterprise Service 10 can operate using both personal and work spaces. Each device organizes these spaces differently. The work space is created: By default on BlackBerry devices When a work space profile is assigned to an ios device or Android device user account Device BlackBerry 10 BlackBerry 10 Android Description If the device is operating using BlackBerry Balance: There are distinct spaces with different wallpaper Users must swipe down and enter a password to access the work space Administrators cannot control the personal space on the device If the device is operating with a work space only: Only a work space is available Organizations have complete control over these devices If the device is operating using a work space: Distinct areas with different wallpaper Work space and accompanying apps are installed in the Business mode Users must either swipe and choose Switch to business mode or double tap the Home icon and type a password to access the work space Experiences might vary between different Android devices Research In Motion Limited. All Rights Reserved. 73

74 Troubleshooting issues with device activation Device ios Description If the device is operating using a work space: No distinction between work and personal space. Work space apps appear on the device beside regular apps Work space apps display a lock on the app icon Users must type a work space PIN to access the work space apps Research In Motion Limited. All Rights Reserved

75 Troubleshooting issues with device activation Troubleshooting BlackBerry device activation When you troubleshoot activation issues, you should know what the device requirements are, as well as the server requirements for wireless activations so you can properly identify the cause of an issue and resolve it. For example, some of the server requirements you should know include whether BlackBerry Enterprise Service 10 allows activations over the BlackBerry Infrastructure or not, and whether BlackBerry Enterprise Service 10 has been configured to send activation messages to users or not. You can use this information to make sure the users have the correct activation information they need to enter on the device. Activation methods To activate a device on the BlackBerry Enterprise Service 10, you can use any of the following methods: Over the wireless network using a connection through the BlackBerry Infrastructure Over the wireless network using a direct connection to the BlackBerry Device Service Using the BlackBerry Administration Service and a USB connection to the computer Using the BlackBerry Web Desktop Manager on a user's computer and a USB connection to the computer Requirements: Wireless activation for BlackBerry 10 OS Requirements BlackBerry 10 OS (version 10.1 or later for work space only activations) A service plan that supports devices with work spaces only and an EMM- Corporate license to activate devices to operate using a work space only EMM-Corporate license to activate devices to operate using BlackBerry Balance To activate a device over the wireless network using a connection through the BlackBerry Infrastructure: A working wireless connection If the user account and activation password are registered in the BlackBerry Infrastructure, the user's address and activation password If the user account and activation password are not registered in the BlackBerry Infrastructure, the user's address or domain/ username, activation password, and SRP ID of BlackBerry Enterprise Service Research In Motion Limited. All Rights Reserved. 75

76 Troubleshooting issues with device activation Requirements To activate a device over the wireless network using a direct connection to BlackBerry Enterprise Service 10: A working wireless connection using a work Wi-Fi network, VPN over an external Wi-Fi network or VPN connection User address, activation password, and FQDN of BlackBerry Enterprise Service 10 Requirements: Wireless activation for BlackBerry PlayBook OS Requirements BlackBerry PlayBook OS 2.1 or later To activate a tablet over the wireless network using a connection through the BlackBerry Infrastructure. A working wireless connection The user address, activation password, and SRP ID of BlackBerry Enterprise Service 10 To activate a tablet over the wireless network using a direct connection to BlackBerry Enterprise Service 10: A working wireless connection using a work Wi-Fi network, VPN over an external Wi-Fi network or VPN connection User address, activation password, and FQDN of BlackBerry Enterprise Service 10 Note: Not all BlackBerry PlayBook tablets support connectivity over the mobile network Research In Motion Limited. All Rights Reserved

77 Troubleshooting issues with device activation Data flow: Activating a BlackBerry device over the wireless network Adding and registering the user 1. In BlackBerry Management Studio, or the BlackBerry Device Service console, the administrator creates a local or a directory user account. Note: If creating a local user account, the account must be created in the BlackBerry Device Service console. 2. The administrator creates an activation password for the user account. The BlackBerry Administration Service stores the activation password in the BlackBerry Configuration Database. 3. The BlackBerry Administration Service sends the address or username information to the BlackBerry Infrastructure to register the user account. 4. The BlackBerry Infrastructure notifies the BlackBerry Administration Service whether the account registration is successful or not. 5. If the option to the activation information to the user is selected, the BlackBerry Administration Service sends the activation information to the user's address. If the option is not selected, the administrator must communicate the information to the user directly. The activation information includes the account information ( address or domain\username), account activation password, and server information (SRP ID of the BlackBerry Device Service) that the user needs to type on the BlackBerry device. Note: The user is registered with the BlackBerry Infrastructure, whether the device they are activating is a BlackBerry 10 device or a BlackBerry PlayBook tablet if your BlackBerry Enterprise Service 10 is set to register activation information Research In Motion Limited. All Rights Reserved. 77

78 Troubleshooting issues with device activation Establishing the connection When activating a device using a wireless connection through the BlackBerry Infrastructure Note: This is the most common data path and it occurs when you use the mobile network or an external Wi-Fi network. 1. The user types the activation information on the BlackBerry device. If the user is activating a BlackBerry PlayBook tablet, then they must use the advanced setup option and enter the SRP ID as well as the username and account activation password. If the user is activating a BlackBerry 10 device, they must specify the SRP ID of the BlackBerry Device Service only if the registration to the BlackBerry Infrastructure was not successful. When activating a device using a direct connection to the Enterprise Management Web Service Note: This data path is used only if communication over the BlackBerry Infrastructure is not allowed. In this scenario, the device requires a direct connection to the organization using a work Wi-Fi or VPN connection. 1. The user types the activation information on the BlackBerry device. The user must specify the FQDN of the BlackBerry Device Service. 2. If the device is connected to the work Wi-Fi network or using a VPN connection, the Enterprise Management Agent on the device uses the connections information to establish a direct connection to the Enterprise Management Web Service using ports 8081 and 8444, by default (shown on the green path on the diagram). 2. The Enterprise Management Agent on the device sends the account information to the BlackBerry Infrastructure. 3. The BlackBerry Infrastructure looks up the account information and sends an acknowledgment to the Enterprise Management Research In Motion Limited. All Rights Reserved

79 Troubleshooting issues with device activation When activating a device using a wireless connection through the BlackBerry Infrastructure When activating a device using a direct connection to the Enterprise Management Web Service Agent providing the connection information for BlackBerry Enterprise Service The Enterprise Management Agent uses the connection information to establish a connection to BlackBerry Enterprise Service 10 through the BlackBerry Infrastructure. 5. If there is a BlackBerry Router installed, the BlackBerry Router receives the activation request on port 3101 and forwards to the BlackBerry Dispatcher. If there is no BlackBerry Router installed, the BlackBerry Dispatcher receives the activation request. 6. The BlackBerry Dispatcher forwards the request to the BlackBerry MDS Connection Service through port The BlackBerry MDS Connection Service returns the Enterprise Management Web Service host and port information to the Enterprise Management Agent through the BlackBerry Dispatcher. 8. The Enterprise Management Agent uses this information to establish a secure connection through the BlackBerry Infrastructure to the Enterprise Management Web Service. Completing the activation Research In Motion Limited. All Rights Reserved. 79

80 Troubleshooting issues with device activation 1. The Enterprise Management Agent on the device sends a message requesting activation details to the Enterprise Management Web Service. 2. The Enterprise Management Agent receives the activation details from the Enterprise Management Web Service. If the activation details specify that the user account is configured for a work space only activation, the device displays a notification requesting user acceptance to proceed with the activation. If the user does not accept, the activation process ends and the device is not activated. If the user accepts, or if the activation is not a work space only activation, the Enterprise Management Agent creates the work space. 3. The Enterprise Management Agent sends a message back to the Enterprise Management Web Service to confirm the Enterprise Management Agent has completed the activation and created the work space. 4. The Enterprise Management Web Service and the Enterprise Management Agent configure IT policies, software configurations, and more, on the device Research In Motion Limited. All Rights Reserved

81 Troubleshooting issues with device activation Discussion: Device activation information Consider the following questions when activating a device: What information would you require in order to activate a device with the following activation methods: Activate a BlackBerry 10 device over the BlackBerry Infrastructure when the user is registered Activate a BlackBerry 10 device over the BlackBerry Infrastructure when the user is not registered Activating a BlackBerry PlayBook tablet over the BlackBerry Infrastructure Activate a device over the work Wi-Fi network or using an external wireless connection with a VPN without using the BlackBerry Infrastructure Research In Motion Limited. All Rights Reserved. 81

82 Troubleshooting issues with device activation Scenario: User cannot activate a device over the wireless network Using what you have learned about the BlackBerry Enterprise Service 10, troubleshoot the following issue. Issue: You have assigned Ian Dundas a new BlackBerry 10 device and sent him the activation information he requires to get started. A few hours after he received the device, Ian lets you know that he cannot get the device to activate. As the administrator of the BlackBerry Enterprise Service 10, you know that you have turned off registration of users with the BlackBerry Infrastructure Research In Motion Limited. All Rights Reserved

83 Troubleshooting issues with device activation Scenario: Unable to activate any BlackBerry devices over the wireless network Issue: Your organization's network administrator just finished installing BlackBerry Enterprise Service 10. Because you are issuing new BlackBerry 10 devices to all employees, you are activating a batch of test devices for your admin group to make sure you ve sorted out any issues. You know this will make things easier for your users to transition to their new devices. All wireless activations are failing Research In Motion Limited. All Rights Reserved. 83

84 Troubleshooting issues with device activation Common issues for wireless activation Before looking at other issues, you should verify that: BlackBerry device has wireless connectivity Device user has an account in BlackBerry Enterprise Service 10 BlackBerry Enterprise Service 10 has been configured for activation over the wireless network Device user has received their username, password and connectivity information from the administrator and that this information is correct Please check your username and password and try again Possible cause User ID was entered incorrectly Activation password was entered incorrectly Possible solution Enter the correct user ID and password. Check the activation password and re-enter it. Unable to contact server, please check connectivity or server address Possible cause User ID was entered incorrectly. SRP ID or FQDN of the Enterprise Management Web Service was entered incorrectly. No activation password has been set. Activation password has expired. Services are not running. Possible solution Verify that you are entering the correct User ID. Verify that you have the correct SRP ID or FQDN and are entering it correctly. Check with your administrator, or set a new activation password using the BlackBerry Web Desktop Manager. Check with your administrator, or set a new activation password using the BlackBerry Web Desktop Manager. Check to make sure that the BlackBerry Dispatcher and BlackBerry MDS Connection Service are running Research In Motion Limited. All Rights Reserved

85 Troubleshooting issues with device activation Troubleshooting work space only activations When you troubleshoot issues activating work space only devices, you should check the following: Has the device been provisioned correctly for a work space only activation? Check with the service provider that the device has a data plan that allows a work space only activation. Does your BlackBerry Enterprise Service 10 have the required licenses? Check that your have sufficient licenses and that the licenses you have work for the type of devices you have and the type of activations you want. Has the user accepted the notifications and installed all required certificates during activation? Make sure the user accepts the prompts to installs the required certificates during the activation. Has the device been previously activated with a work space? If so, did the user perform a security wipe before activating with a work space only activation? If the device was previously active in another BlackBerry Enterprise Service 10 or by another user, make sure the user performs a security wipe prior to the activation, or accepts the prompt to delete the existing workspace during activation. Did the user create a work space password when prompted? If BlackBerry Enterprise Service 10 requires a password set on the device and the user does not set a password, the activation can not continue Research In Motion Limited. All Rights Reserved. 85

86 Troubleshooting issues with device activation Troubleshooting ios and Android device activation Requirements: Wireless activation for ios devices Requirements SIM card provisioned and inserted in the ios device EMM-Corporate license, or Secure Work Space license to activate an ios device with a work space A working wireless connection Data flow: Activating an ios device over the wireless network Adding the user Research In Motion Limited. All Rights Reserved

87 Troubleshooting issues with device activation 1. In BlackBerry Management Studio, or the Universal Device Service console, the administrator creates a local or a directory user account, and does one of the following: If the account is a local account, the administrator specifies an activation password (the local account password cannot be used for device activation). If the account is a directory account, the administrator can choose whether to specify an activation password or use the login information for the account instead. The administrator can select the option to send an activation to the user, assign group membership, and specify other device activation settings such as activation expiry date and time, maximum number of activations per device, device platform and device version. Optionally, the administrator assigns a work space profile to the account. Note: If the option to send an activation to the user is chosen, the administrator can customize the message to reflect company specific details. 2. The Core Module performs one of the following actions: If the account is a local account, the Core Module generates a hash of the user account password and stores it along with the account information in the Management Database. If the account is a directory account, the Core Module accesses Microsoft Active Directory, using LDAP, to retrieve the user account information and keeps a copy of the user account information in the Management Database. The Scheduler and Management Database periodically retrieve this information and keep it up to date. 3. If the option to send an activation was selected, the Core Module generates the activation and sends it to the user using the SMTP settings configured by the administrator. The message describes how to obtain the BES10 Client from the App Store and additional information the user needs to enter on the client, such as the domain name and SRP ID, the username, and the activation password for the user account if one was specified. Starting the activation process Research In Motion Limited. All Rights Reserved. 87

88 Troubleshooting issues with device activation 1. The user installs the BES10 Client on the ios device. After launching the BES10 client, the user is prompted to enter the URL provided by the administrator (which consists of the BlackBerry Infrastructure URL followed by the SRP ID of the customer, for example <cc>.bbsecure.com/s , where <cc> is the country code), and accept the BlackBerry Enterprise Service 10 certificate. This prompt includes information about the SSL certificate, including the Common Name, fingerprint, and whether the certificate is trusted or untrusted. Once the user accepts the certificate, they enter the username specified in the activation and their password, and clicks Activate My Device. If the user clicks Decline, they are returned to the previous activation screen and the activation process stops. If the user clicks Accept, the certificate is installed on the device and the activation process continues. 2. The client sends an activation request over a secured channel, to the BlackBerry Infrastructure, which sends it to the server name specified by the user. The activation request includes the username, password, device operating system, and unique device identifier. 3. The BlackBerry Secure Connect Service receives the activation request from the BlackBerry Infrastructure and nds it to the Communication Module. 4. The Communication Module receives the activation request and queries the Core Module to validate the activation request. 5. The Core Module checks if the activation request is valid and performs one of the following actions: If the activation request does not meet the criteria defined in the activation settings (for example, the username is not valid, the password has expired, or the device type or version is not allowed for the user account), the Core Module responds with an error message. If the activation request meets all the activation criteria, the Core Module creates a device instance, associates it with the specified user account in the Management Database, sets the activation status for the device as unknown, and responds with a successful authentication to the Communication Module. 6. The Communication Module performs one of the following actions: If the response from the Core Module is an error, the Communication Module sends the error message to the BlackBerry Secure Connect Service to send to the BlackBerry Infrastructure. The BlackBerry Infrastructure passes the error message to the device and the activation stops. If the response from the Core Module is a successful authentication, the Communication Module generates a unique identifier for the device. This identifier is used to verify the authenticity of the device in every subsequent communication. The Communication Module sends a response to the BlackBerry Secure Connect Service that includes the identifier, the MDM profile of the device (these are the specific permissions that the BES10 Client can request to manage on the device such as Wi-Fi, VPN, Microsoft ActiveSync profile configuration, IT policy configuration, activation type and so on), a command to provide device information and configuration, and a link to the BlackBerry Secure Connect Service to initiate the MDM Daemon enrollment process. The BlackBerry Secure Connect Service sends this information to the BlackBerry Infrastructure, which sends it to the device Research In Motion Limited. All Rights Reserved

89 Troubleshooting issues with device activation Installing the certificate and completing the activation 1. After receiving a successful response, the client displays a message to inform the user that a certificate must be installed to complete the activation. The user clicks OK and is redirected to the BlackBerry Secure Connect Service link for the MDM Daemon enrollment. 2. The BlackBerry Secure Connect Service connects to the Communication Module for the MDM Daemon enrollment. 3. A certificate is provided by the Communication Module and the user is presented with the option to install it. The user clicks Install Now and Done. 4. The client communicates with the BlackBerry Secure Connect Service to notify the successful installation of the MDM profile and certificate. 5. The BlackBerry Secure Connect Service informs the Communication Module of the successful installation of the MDM profile and certificate. 6. The Communication Module informs the Core Module of this success. 7. After successfully confirming the MDM enrollment of the device, the Core Module sets the device activation status to active on the Management Database. 8. The client continually checks with the Communication Module through the BlackBerry Secure Connect Service to verify the activation status. When the activation is set to active, the device requests all IT policy and configuration information from, and sends device information to, BlackBerry Enterprise Service The BlackBerry Secure Connect Service receives the device information and sends it to the Communication Module. 10.The Communication Module receives the information, converts it to a device-agnostic format and forwards it to the Core Module. 11.The Core Module stores the device information in the Management Database and sends the IT policy and configuration information back to the device Research In Motion Limited. All Rights Reserved. 89

90 Troubleshooting issues with device activation If the activation type for the device is Secure Work Space, after the activation is complete, the user is prompted to create a work space password and install some, or all, of the following apps: Work Connect Work Browser Documents To Go Research In Motion Limited. All Rights Reserved

91 Troubleshooting issues with device activation Scenario: ios device activation fails to complete Andrew has installed the BES10 Client on his ios device successfully. He entered the proper server name and receives the username and password prompt. When he enters his username and password and taps Activate My Device he receives a pop-up message prompting him to install a certificate. He selects OK to allow the certificate to be installed and receives the following error message: Your device cannot be activated at this time. Please try again later or contact your administrator Research In Motion Limited. All Rights Reserved. 91

92 Troubleshooting issues with device activation Scenario: ios activation fails with an AutoMDMCert.pfx error Elliot is trying to activate an ios device on BlackBerry Enterprise Service 10. Every time he starts the process, he receives an error stating: Profile failed to install. The certificate "AutoMDMCert.pfx" could not be imported Research In Motion Limited. All Rights Reserved

93 Troubleshooting issues with device activation Requirements: Wireless activation for Android devices Requirements SIM card provisioned and inserted in the Android device EMM-Corporate license, or Secure Work Space license to activate an Android device with a work space A working wireless connection Data flow: Activating an Android device over the wireless network Adding the user 1. In BlackBerry Management Studio, or the Universal Device Service console, the administrator creates a local or a directory user account, and does one of the following: If the account is a local account, the administrator specifies an activation password (the local account password cannot be used for device activation) Research In Motion Limited. All Rights Reserved. 93

94 Troubleshooting issues with device activation If the account is a directory account, the administrator can choose whether to specify an activation password or use the login information for the account instead. The administrator can select the option to send an activation to the user, assign group membership, and specify other device activation settings such as activation expiry date and time, maximum number of activations per device, device platform and device version. Optionally, the administrator assigns a work space profile to the account. Note: If the option to send an activation to the user is chosen, the administrator can customize the message to reflect company specific details. 2. The Core Module performs one of the following actions: If the account is a local account, the Core Module generates a hash of the user account password and stores it along with the account information in the Management Database. If the account is a directory account, the Core Module accesses Microsoft Active Directory, using LDAP, to retrieve the user account information and keeps a copy of the user account information in the Management Database. The Scheduler and Management Database periodically retrieve this information and keep it up to date. 3. If the option to send an activation was selected, the Core Module sends the activation using the SMTP settings configured by the administrator. The message describes how to obtain the BES10 Client from Google Play and additional information the user needs to type in the client, such as the company server name, the username, and the activation password for the user account if one was specified. Starting the activation process 1. The user installs the BES10 Client on the Android device. After launching the BES10 Client, the user is prompted to enter the URL provided by the administrator (which consists of the BlackBerry Infrastructure URL followed by the SRP ID of the customer, for example <cc>.bbsecure.com/s , where <cc> is the country code), and accept the BlackBerry Enterprise Service 10 certificate. This prompt includes Research In Motion Limited. All Rights Reserved

95 Troubleshooting issues with device activation information about the SSL certificate, including the Common Name, fingerprint, and whether the certificate is trusted or untrusted. Once the user accepts the certificate, they enter the username specified in the activation and their password, and clicks Activate My Device. If the user clicks Decline, they are returned to the previous activation screen and the activation process stops. If the user clicks Accept, the certificate is installed on the device and the activation process continues. 2. The client sends an activation request over a secured channel, to the BlackBerry Infrastructure, which sends it to the server name specified by the user. The activation request includes the username, password, device operating system, and unique device identifier. 3. The BlackBerry Secure Connect Service receives the activation request from the BlackBerry Infrastructure and sends it to the Communication Module. 4. The Communication Module receives the activation request and queries the Core Module to validate the activation request. 5. The Core Module checks if the activation request is valid and performs one of the following actions: If the activation request does not meet the criteria defined in the activation settings, for example, the username is not valid, the password has expired, or the device type or version is not allowed for the user account, the Core Module responds with an error message. If the activation request meets all the activation criteria, the Core Module creates a device instance, associates it to the specified user account in the Management Database, sets the activation status for the device as unknown, and responds with a successful authentication to the Communication Module. 6. The Communication Module performs one of the following actions: If the response from the Core Module is an error, the Communication Module sends the error message to the BlackBerry Secure Connect Service to send to the BlackBerry Infrastructure. The BlackBerry Infrastructure sends the error message and the activation stops. If the response from the Core Module is a successful authentication, the Communication Module generates a unique identifier for the device. This identifier is used to verify the authenticity of the device in every subsequent communication. The Communication Module sends a response to the BlackBerry Secure Connect Service that includes the identifier, the MDM profile of the device (these are the specific permissions that the BES10 Client requests to manage on the device such as, Wi-Fi, VPN, IT policy configuration, and so on), and a command to provide device information and configuration. The BlackBerry Secure Connect Service sends this information through the BlackBerry Infrastructure to the device Research In Motion Limited. All Rights Reserved. 95

96 Troubleshooting issues with device activation Completing the activation 1. After receiving a successful response, the BES10 Client requests all IT policy and configuration information and sends the device information and software information through the BlackBerry Infrastructure to the BlackBerry Secure Connect Service, which sends this information to the Communication Module. 2. The Communication Module receives the information, converts it to a device-agnostic format and sends it to the Core Module. 3. The Core Module stores the device information in the Management Database and sends the IT policy and configuration information back to the device. If the activation type for the device is Secure Work Space, after the activation is completed, the user is prompted to create a work space password and install some, or all, of the following apps: Work Connect Work Browser Documents To Go Research In Motion Limited. All Rights Reserved

97 Troubleshooting issues with device activation Scenario: Android device activation fails Marco Cacciacarro has been issued an Android device for testing purposes. When he tries to activate his device, he encountered the following error message: Activate Error. Unable to activate device Research In Motion Limited. All Rights Reserved. 97

98 Troubleshooting issues with device activation Deactivating ios and Android devices When you or a user deactivates a devices, the connection between the device and the user account in the Universal Device Service is removed. You cannot manage the device, and the device is not displayed in the Administration Console. You can deactivate a device using the Delete only work data IT administration command. A user can deactivate a device by selecting Deactivate My Device on the About screen in the BES10 Client. Common issues for ios device and Android device activation and deactivation "Certificate not trusted" warning received during Android device activation Possible cause During Android device activation on BlackBerry Enterprise Service 10 a warning is received stating: Certificate not trusted. The security certificate for this server is not trusted. Do you want to continue? Yes/No. During the installation of BlackBerry Enterprise Service 10 an administrator must supply an SSL certificate to be used by the Communication Module. If the administrator chooses to use an internal Certificate Authority to issue the certificate, or an external Certificate Authority which is not trusted by Android, additional steps will need to be taken in order to successfully activate the devices. Possible solution Use a external Certificate Authority that is trusted by default on Android devices. For more information about the certificates that are trusted by Android devices, check the "Trusted CA" section of the Android device. Workaround: Click Yes for the warning during activation. Error 3007: Server is not available A pop-up displaying "Error 3007: Server is not available. Please try again later or contact your administrator" appears when a user attempts to activate with BES10BlackBerry Enterprise Service 10 using the BES10 Client. Possible cause This error is displayed if the SSL certificate used by the Communication Module service is not trusted by the ios device. Possible solution The Certification Authority certificate of the server which was used to create the SSL certificate for the Communication Module service needs to be installed on the ios device. Please refer to the Universal Device Service - Advanced Administration Guide in the "Activate ios device" section for more details on how to install the Certification Authority certificate on the device Research In Motion Limited. All Rights Reserved

99 Troubleshooting issues with device activation Possible cause The hostname of the Communication Module is not correctly entered in the Company Server Name field in the BES10 Client. The Application Pool in IIS for the Communication Module will not stay started. When browsing to https://commmoduleurl/enrol/2 an HTTP code 503 is returned. Possible solution Verify that the hostname is reachable from the ios device and it is accurately typed in the Company Server Name field. Ensure the Application Pool Identity is the same as the account used during installation. To change it: 1. Open IIS Manager 2. Click Application Pools 3. Select the UDS.CommunicationModule 4. Click Advanced Settings 5. Under Process Model enter in the account credentials that were used during the installation into the Identity field Profile Failed to Install Possible cause When trying to activate an ios device, you see the following error "Profile failed to install. The certificate "AutoMDMCert.pfx" could not be imported". A profile already exists on the device. Looking at the device logs we can see the following: Jan 20 16:46:34 unknown profiled[361] <Notice>: (Note ) MC: Profile com.default.mdm is replacing an existing profile having the same identifier. Jan 20 16:46:34 unknown SpringBoard[15] <Warning>: Reloading and rendering all application icons. Jan 20 16:46:41 unknown profiled[361] <Notice>: (Error) MC: Rolling back installation of profile com.default.mdm... Jan 20 16:46:41 unknown profiled[361] <Notice>: (Error) MC: Installation of profile com.default.mdm failed with error: NSError: Desc : The profile BUDS (MDM) could not be installed. Possible solution Go into Settings > General > Profiles on the device and verify that a profile already exists. Remove the old profile and reactivate. If issues persists, you might have to reset the device as data might be cached. Users cannot deactivate a device Possible cause You recently restored a backup of the Management Database and the user activated the device after you created the backup version Research In Motion Limited. All Rights Reserved. 99

100 Troubleshooting issues with device activation Possible solution To deactivate the device, you or the user must delete the BES10 Client from the device. The Work Apps icon remains on ios device after the device is deactivated Possible cause If a user has an ios device that is running ios 5 or later, a blank Work Apps icon might remain on the device after the device is deactivated. Possible solution The user can delete the blank Work Apps icon manually. BlackBerry Secure Connect Service cannot connect to <cc>.bbsecure.com Possible cause A local firewall or security policy in your organization's environment is preventing the BlackBerry Secure Connect Service from making a connection to <cc>.bbsecure.com, where <cc> is the country code. The following log lines are seen in the BlackBerry Secure Connect Service logs: :19:46,349 WARN [pool-10-thread-1] [,] ApplicationEndpoint - Discovered that we're not connected to endpoint EndpointInfo[host=<cc>.bbsecure.com,port=3101,tls=false,mode=<null>]. Submitting ConnectJob :19:46,349 DEBUG [pool-10-thread-1] [,] ApplicationEndpoint - Executing ConnectJob to EndpointInfo[host=**.bbsecure.com,port=3101,tls=false,mode=<null>] :19:46,357 INFO [pool-10-thread-1] [,] TcpClientConnector - Attempting to connect (with TLS=true) to endpoint address **.bbsecure.com/ : :19:46,361 DEBUG [pool-10-thread-1] [,] TcpClientChannelHandler - [id: 0x2417b5da] OPEN :19:47,377 WARN [New I/O boss #15] [,] TcpClientChannelHandler - Unexpected exception from downstream. Connection refused: no further information java.net.connectexception: Connection refused: no further information at sun.nio.ch.socketchannelimpl.checkconnect(native Method) at sun.nio.ch.socketchannelimpl.finishconnect(unknown Source) at org.jboss.netty.channel.socket.nio.nioclientboss.connect(nioclientboss.java :148) at org.jboss.netty.channel.socket.nio.nioclientboss.processselectedkeys(niocli entboss.java:104) at org.jboss.netty.channel.socket.nio.nioclientboss.process(nioclientboss.java :78) at Research In Motion Limited. All Rights Reserved

101 Troubleshooting issues with device activation org.jboss.netty.channel.socket.nio.abstractnioselector.run(abstractnioselec tor.java:312) at org.jboss.netty.channel.socket.nio.nioclientboss.run(nioclientboss.java:41) at java.util.concurrent.threadpoolexecutor.runworker(unknown Source) at java.util.concurrent.threadpoolexecutor$worker.run(unknown Source) at java.lang.thread.run(unknown Source) :19:47,377 WARN [pool-10-thread-1] [,] TcpClientConnector - Connection attempt failed to complete in 15 secs :19:47,378 DEBUG [pool-10-thread-1] [,] ApplicationEndpoint - Done executing ConnectJob to EndpointInfo[host=sg.bbsecure.com,port=3101,tls=false,mode=<null>] :19:47,378 WARN [pool-10-thread-1] [,] ApplicationEndpoint - Unable to connect to EndpointInfo[host=<cc>.bbsecure.com,port=3101,tls=false,mode=<null>], failurestreak is 7. Possible solution Verify that all ports required for the BlackBerry Secure Connect Service to communicate with the BlackBerry Infrastructure are open. Troubleshooting Secure Work Space activations When you troubleshoot issues activating a device with Secure Work Space, you should check the following: Does your environment meet the requirements for Secure Work Space? Before configuring Secure Work Space for ios devices and Android devices for your organization, you must have BlackBerry Enterprise Service 10 version installed and working. You will also need the following: A Secure Work Space license in BlackBerry Enterprise Service 10 for each device you intend to install a work space on One of the following versions of Microsoft Exchange Server: Microsoft Exchange Server 2007 SP3 with Microsoft ActiveSync 12.1 or later Microsoft Exchange Server 2010 with Microsoft ActiveSync 14.0 or later Microsoft Exchange Server 2010 SP1 with Microsoft ActiveSync 14.1 or later Microsoft Exchange Server 2013 with Microsoft ActiveSync 14.1 or later Basic authentication enabled on Microsoft Exchange A Microsoft Exchange account with the ms-exch-epi-impersonation permission to allow Microsoft Exchange Impersonation of all users on the Microsoft Exchange Server Have you edited your Microsoft ActiveSync configuration in the Universal Device Service console? Before you can activate any Android devices or ios devices with a workspace, you must edit your Microsoft ActiveSync configuration in the Universal Device Service console. Make sure the following information and settings are configured: Provide the credentials of the account with impersonation permissions on the Microsoft Exchange Server Research In Motion Limited. All Rights Reserved. 101

102 Troubleshooting issues with device activation Set BlackBerry Enterprise Service 10 to monitor Microsoft Exchange Web Services for notifications Type the FQDN of your Microsoft Exchange Web Services address Do you have Secure Work Space licenses available? Make sure that you have Secure Work Space licenses available in BlackBerry Management Studio. Adding this type of licenses for the first time will allow you to see the workspace menu items in the Universal Device Service console. Have you enabled and tested the workspace for your BlackBerry Enterprise Service 10? To enable the work space for your organization, you must click the Work Space item in the Settings page. Accessing this item notifies the BlackBerry Infrastructure that your organization may use work space for ios devices and Android devices and makes the Work Space IT policy profile available to you. Have you configured the default work space IT policy or any additional work space IT policies? In the Universal Device Service console, you can configure the default work space IT policy profile or create additional work space IT policies in the Libraries page to reflect your organization's security requirements. Have you assigned a work space IT policy profile to the user account? When you assign the work space profile to a user account, the default work space IT policy is automatically assigned. If you created additional work space IT policies, you must drag and drop the work space IT policy onto the user accounts you want to apply it to. Has the user accepted the notifications and installed all required apps and certificates? This includes: 1. Install the Work Connect app: The Work Connect app creates and manages the work space. 2. Install the Work Browser app: The Work Browser app lets the user browse the Internet and access content servers in your organization's network. 3. Install the Documents To Go app The Documents To Go app lets the user view and edit Microsoft Office documents from the content servers in your organization's network. Note: The user may be prompted to install the Work Connect, Work Browser, and Documents To Go apps in any order. 4. Set a password for the work space. After the user sets a password, they are redirected to the Work Connect app where they always have to use the password to log in Research In Motion Limited. All Rights Reserved

103 Troubleshooting issues with device activation Scenario: BlackBerry 10 devices are failing to activate Issue: It has been a very busy day in the Manufacturing Co. IT department. You have successfully activated several BlackBerry devices, BlackBerry PlayBook tablets, ios devices, and Android devices. You have added new users who have activated their devices wirelessly. The last four devices, which are BlackBerry 10 devices, but there is an issue causing the activations to fail. The users have tried activating their devices using a wired connection to the BlackBerry Web Desktop Manager as well as setting a wireless activation password and attempting activation over the wireless network. Both methods have failed Research In Motion Limited. All Rights Reserved. 103

104 Troubleshooting issues with device activation Discussion: Activation Consider all of the activation information and scenarios that you've done in this module. What things will you keep in mind when you troubleshoot activation issues? Research In Motion Limited. All Rights Reserved

105 Troubleshooting issues with device activation Review: Troubleshooting issues with device activation 1. True or false. You must configure SMTP settings in the BlackBerry Device Service notification settings in order to send activation information to BlackBerry device users from BlackBerry Enterprise Service 10 by To activate a BlackBerry PlayBook tablet over the BlackBerry Infrastructure, you need to enter your,, and the of BlackBerry Enterprise Service True or false. You can activate an ios and Android device using a wired connection to your computer and BlackBerry Management Studio. 4. To activate a BlackBerry 10 device when the user is registered with the BlackBerry Infrastructure, what information are you required to enter? a. Username b. Password c. SRP ID of the BlackBerry Enterprise Service 10 d. FQDN of the BlackBerry Enterprise Service True or false. To activate an ios device or Android device users must download and install the BES10 Client. 6. True or false. You can activate an ios device or Android device using BlackBerry Web Desktop Manager Research In Motion Limited. All Rights Reserved. 105

106 Troubleshooting issues with device activation 7. List the information users must type to activate an ios device or Android device Research In Motion Limited. All Rights Reserved

107 Troubleshooting data flow issues Objectives By the end of this module, you should be able to: Troubleshoot the and organizer data synchronization data flow for BlackBerry 10 devices, BlackBerry PlayBook tablets, ios devices, and Android devices Troubleshoot BlackBerry IT policy and profile updates Troubleshoot app updates for BlackBerry devices Troubleshoot actions and commands sent to ios devices and Android devices

108 Troubleshooting data flow issues and organizer data synchronization using Microsoft ActiveSync To synchronize your organization's accounts and organizer data with your users' devices, you must create profiles and assign them to the user accounts: profiles specify how BlackBerry devices connect to your organization's messaging server and synchronize messages and organizer data using Microsoft ActiveSync. Microsoft ActiveSync profiles specify how ios devices and Android devices connect to your organization's messaging server and synchronize messages and organizer data using Microsoft ActiveSync. Microsoft ActiveSync is supported by multiple messaging servers, including Microsoft Exchange, IBM Notes Traveler, and Novell GroupWise. Requirements: Synchronizing and organizer data using Microsoft ActiveSync Synchronization requirements Requirement Microsoft ActiveSync is installed and running in your environment before you install BlackBerry Enterprise Service 10 If you are using Microsoft Exchange, no additional software needs to be installed for Microsoft ActiveSync. If you are using Domino, IBM Notes Traveler for Domino must be installed in the organization's environment to support Microsoft ActiveSync. If you are using GroupWise, Novell Data Synchronizer and Mobility Pack for GroupWise must be installed in the organization's environment to support Microsoft ActiveSync. A properly configured profile for BlackBerry 10 device users and BlackBerry PlayBook tablet users A properly configured Microsoft ActiveSync profile for ios device users and Android device users A working wireless connection Research In Motion Limited. All Rights Reserved

109 Troubleshooting data flow issues Data flow: Receiving and organizer data on a BlackBerry device When users send and receive and organizer data on a BlackBerry device, there are two communication paths that can be used: Connectivity through the BlackBerry Infrastructure to the messaging server that is running Microsoft ActiveSync to provide security for devices that are not connected to the organization's internal network or do not have a VPN connection Direct connection from the device to the messaging server that is running Microsoft ActiveSync, through the VPN or over the work Wi-Fi network 1. The device issues an HTTPS request to the messaging server and requests that the messaging server notifies the device if any items change in the folders that are configured to synchronize. 2. The device stands by. You can adjust the synchronization time, depending on your messaging server. 3. The messaging server checks for any new or changed items and notifies the device when items change or new items come into the user's mailbox. The notification contains the name of the folder that has the new or changed item. Changed items include marking an as read, moving an into a sub folder, updating organizer data New items include receiving a new or creating a new organizer data entry Research In Motion Limited. All Rights Reserved. 109

110 Troubleshooting data flow issues 4. The device issues a synchronization request for the folder. 5. The messaging server synchronizes the changed files with the device. 6. When the synchronization is complete, the device issues another request to restart the process. 7. If there are no new or changed items during this interval, the messaging server sends a "HTTP 200 OK" message to the device. 8. The device issues a new PING request Research In Motion Limited. All Rights Reserved

111 Troubleshooting data flow issues Scenario: Unable to send or receive messages after activating a BlackBerry 10 device with BlackBerry Enterprise Service 10 Tanya McPherson recently activated her newly issued BlackBerry 10 device successfully. She quickly noticed that she was unable to send and receive and her contacts were not syncing Research In Motion Limited. All Rights Reserved. 111

112 Troubleshooting data flow issues Data flow: Receiving and organizer data on ios devices and Android devices using Microsoft ActiveSync 1. The device issues an HTTPS request to the messaging server and requests that the messaging server notify the device if any items change in the folders that are configured to synchronize. 2. The device stands by. You can adjust the synchronization time, depending on your messaging server. 3. The messaging server checks for any new or changed items and notifies the device when items change or new items come into the user's mailbox. The notification contains the name of the folder that has the new or changed item. Changed items include marking an as read, moving an into a sub folder, updating organizer data New items include receiving a new or creating a new organizer data entry 4. The device issues a synchronization request for the folder. 5. The messaging server synchronizes the changed files with the device. 6. When the synchronization is complete, the device issues another request to restart the process. 7. If there are no new or changed items during this interval, the messaging server sends a "HTTP 200 OK" message to the device. 8. The device issues a new PING request Research In Motion Limited. All Rights Reserved

113 Troubleshooting data flow issues Data flow: Receiving and organizer data on ios devices with a work space and Android devices with a work space 1. At defined intervals, the messaging server checks for any new or changed items and notifies the ios device or Android device, through BlackBerry Enterprise Service 10, when there are new or changed items. If the device is an ios device: The BlackBerry Work Connect Notification Service receives the notification and passes it to the BlackBerry Secure Connect Service for forwarding over port 2195 If the device is an Android device: The notification is received by the BlackBerry Secure Connect Service for forwarding 2. BlackBerry Secure Connect Service notifies the BlackBerry Infrastructure that there are new or changed items in the user's mailbox over port The BlackBerry Infrastructure passes notification to the device that there are new or changed items in the user's mailbox. If the device is an ios device: The BlackBerry Infrastructure contacts the APNs over port 2195 to notify the user that there is an item waiting to be synchronized. The APNs notifies the device that there is a new or changed item waiting to be synchronized Research In Motion Limited. All Rights Reserved. 113

114 Troubleshooting data flow issues When the Work Connect app receives the notification, it displays an icon that indicates that there are new updates available for the user. If the device is an Android device: The BlackBerry Infrastructure contacts the device to notify the user that there is an item waiting to be synchronized. When the Work Connect app receives the notification, it displays an icon that indicates that there are new updates available for the user. 4. The device contacts the BlackBerry Infrastructure to request the new or changed items. 5. The BlackBerry Infrastructure contacts the BlackBerry Secure Connect Service and requests the new or changed items. 6. The BlackBerry Secure Connect Service contacts the messaging server and requests the new or changed items be sent to the device. 7. The messaging server sends the items to the device, through the BlackBerry Secure Connect Service and the BlackBerry Infrastructure. 8. The device sends confirmation back to the messaging server, through the BlackBerry Secure Connect Service and the BlackBerry Infrastructure, that the updates have been received. 9. When the synchronization of all items is complete, the messaging server sends an "HTTP 200 OK" message to the device. 10.The device waits for the next notification from BlackBerry Enterprise Service 10 that there are new or changed items to synchronize Research In Motion Limited. All Rights Reserved

115 Troubleshooting data flow issues Scenario: ios device user can receive , but cannot send You recently assigned an ios device to Katya Naydek. The device activated properly. The BES10 Client was installed and the certificate was accepted by the device. Katya reports to you that she's been receiving all day, however, when she went to send her first , she received the following error message: Cannot Send Mail: An error occurred while delivering this message Research In Motion Limited. All Rights Reserved. 115

116 Troubleshooting data flow issues Common issues with and organizer data synchronization messages, contact entries, calendar entries, and memos fail to synchronize When you try to configure a Microsoft Exchange ActiveSync account on the BlackBerry 10 smartphone or BlackBerry PlayBook tablet, messages, contact entries, calendar entries, and memos fail to synchronize. The account appears to be configured but synchronization does not occur. This also affects accounts configured through an profile using BlackBerry Enterprise Service 10. When sending an on the BlackBerry 10 smartphone, a red X is displayed and the Message Status is the following: Protocol layer was unable to send a message The BlackBerry PlayBook tablet may display one of the following error messages when the account is being configured: Service is temporarily unavailable for - [Error Code:403]) An unexpected problem occurred with " address" Some features may not be working correctly Additionally, the following log information is displayed in the Application log on the Microsoft Exchange CAS: Log Name: Application Source: MSExchange ActiveSync Date: Event ID: 1053 Task Category: Configuration Level: Error Keywords: Classic User: N/A Computer: <servername> Description: Exchange ActiveSync doesn t have sufficient permissions to create the CN=<user>,OU=<ou>,DC=<domain>,DC=local container under Active Directory user Active Directory operation failed on <domain controller>. This error is not retriable. Additional information: Access is denied. Active directory response: : SecErr: DSID D0, problem 4003 (INSUFF_ACCESS_RIGHTS), data 0. Possible cause Inheritance is disabled on the User Object in Microsoft Active Directory. Possible solution Enable inheritance on the User Object in Microsoft Active Directory. 1. Open Active Directory Users and Computers. 2. On the menu at the top of the console, click View > Advanced Features Research In Motion Limited. All Rights Reserved

117 Troubleshooting data flow issues 3. Locate and right-click the mailbox account in the console, and then click Properties. 4. Click the Security tab. 5. Click Advanced. 6. Make sure that the check box for Allow inheritable permissions from the parent to propagate to this object and all child objects is selected. If the user was or is a member of a protected group inheritance may automatically be disabled. For more information on protected groups, visit the Microsoft TechNet website and search for "AdminSDHolder, Protected Groups, and SDPROP". After inheritance is enabled, you must re-authenticate the configured account. messages, contact entries, calendar entries, and memos fail to synchronize after user has activated their device Possible cause An profile or Microsoft ActiveSync profile has not been created or assigned to the user. Possible solution Create a valid profile for BlackBerry 10 devices and BlackBerry PlayBook tablet, or a valid Microsoft ActiveSync profile for ios devices and Android devices, and assign it to the user. Calendar entries are not synchronizing for BlackBerry 10 device users Possible cause The profile setting Calendar synchronization has been set to No on the profile assigned to all users. Possible solution Change the Calendar synchronization setting in the profile to Yes. New contacts are not synchronizing to ios devices running ios version 6.0 Possible cause The Microsoft ActiveSync profile is configured incorrectly. The Disable synchronizing new recipients to device address book check box has been selected in the Microsoft ActiveSync profile. This setting applies to ios version 6.0 and later, only. Possible solution Uncheck the Disable synchronizing new recipients to device address book setting in the Microsoft ActiveSync profile Research In Motion Limited. All Rights Reserved. 117

118 Troubleshooting data flow issues Troubleshooting policy and profile updates on BlackBerry devices Requirements: Policy and profile updates for BlackBerry devices Requirements In order for policy and profile updates to be sent successfully to user's BlackBerry devices, you need: Deployment schedules that are properly configured Connectivity to the BlackBerry Configuration Database Properly configured and assigned IT policies and profiles All BlackBerry Enterprise Service 10 services used for managing BlackBerry devices must be running Communication between all components of BlackBerry Enterprise Service 10 used for managing BlackBerry devices Research In Motion Limited. All Rights Reserved

119 Troubleshooting data flow issues Data flow: Sending policy and profile updates to BlackBerry devices You can configure IT administration commands, app information, IT policies, profiles, SCEP profiles, Wi- Fi profiles, and VPN profiles for devices using the BlackBerry Device Service console. This configuration information is sent to the Enterprise Management Agent on the device over a secure, preauthenticated connection through the Enterprise Management Web Service. 1. You complete one of the following actions in the BlackBerry Device Service console: Select an IT administration command Remove a device from a user account Assign or change an IT policy Assign or change a VPN profile or Wi-Fi profile Assign or change Microsoft ActiveSync configuration settings Assign or change configuration settings Assign or change root certificates Assign or change proxy profiles Assign or change SCEP profiles 2. If data conflicts exist, the BlackBerry Device Service console uses predefined reconciliation rules to resolve the conflicts. Updates are applied in the BlackBerry Enterprise Service 10 and the BlackBerry Device Service console identifies objects that must be shared with the device. 3. The Enterprise Management Web Service notifies the Enterprise Management Agent on the device that there is an update Research In Motion Limited. All Rights Reserved. 119

120 Troubleshooting data flow issues Note: The Enterprise Management Web Service can only notify the Enterprise Management Agent on the device that there is an update over the IPPP pathway through the BlackBerry Infrastructure. 4. The Enterprise Management Agent polls the Enterprise Management Web Service for the update. 5. The Enterprise Management Web Service sends the configuration updates to the Enterprise Management Agent. 6. The Enterprise Management Agent retrieves the configuration updates and applies the new or updated configuration on the work space of the device Research In Motion Limited. All Rights Reserved

121 Troubleshooting data flow issues Troubleshooting app updates for BlackBerry devices Requirements: App updates for BlackBerry devices Requirements To push out app updates to your users, you require: Deployment schedules that are properly configured Connectivity to the BlackBerry Configuration Database Properly configured and assigned software configurations All BlackBerry Enterprise Service 10 services used for managing BlackBerry devices must be running Communication between all components of BlackBerry Enterprise Service 10 used to manage BlackBerry devices Research In Motion Limited. All Rights Reserved. 121

122 Troubleshooting data flow issues Data flow: Sending app updates to BlackBerry devices You use software configurations to specify apps that are required or optional for the work space of the devices. Required apps are installed in the work space after the device receives them. Optional apps can be downloaded and installed in the work space. Apps that are not listed as required or optional can only be installed in the personal space. 1. You complete one of the following actions in the BlackBerry Device Service console: Create a software configuration and assign it to a user account or a group the user account belongs to Update a software configuration that is already assigned to the user account Update app information 2. If data conflicts exist, the BlackBerry Device Service console uses predefined reconciliation rules to resolve the conflicts. Updates are applied in BlackBerry Enterprise Service 10 and the BlackBerry Device Service console identifies objects that must be shared with the device. 3. The Enterprise Management Web Service notifies the Enterprise Management Agent on the device that there is an update. 4. The Enterprise Management Agent on the device polls the Enterprise Management Web Service for updates. 5. The Enterprise Management Web Service sends the update to the Enterprise Management Agent. 6. If a required app was added or updated, the Enterprise Management Agent accesses the URL that is specified in the app information to download and install the required app to the work space Research In Motion Limited. All Rights Reserved

123 Troubleshooting data flow issues 7. If the list of optional apps changed, the Work tab in the BlackBerry World storefront on BlackBerry PlayBook tablets, or the BlackBerry World for Work app for BlackBerry 10 devices, displays the updated list and the user can download and install the optional apps Research In Motion Limited. All Rights Reserved. 123

124 Troubleshooting data flow issues Scenario: BlackBerry device users cannot download an optional work app from BlackBerry World for Work Issue: You have a new work app that you've published in BlackBerry Enterprise Service 10. A few days after you publish the app and add it to your organization's software configuration, you start receiving complaints that users cannot download it. There has never been an issue with published apps for users before. Error message: The users receive "Install Error [0005], There was a problem during the installation. Please try again" Research In Motion Limited. All Rights Reserved

125 Troubleshooting data flow issues About actions and commands sent to Android devices and ios devices Actions are tasks to be performed on the device, such as lock device, delete work data, and delete all data. Commands are used to configure information on the device, such as VPN, Wi-Fi and Microsoft ActiveSync profiles, or to obtain information about the device such as device information and installed applications. An action or command can be triggered in any of the following ways: Using the Universal Device Service console, the administrator performs any of the following: Lock device Unlock device Delete only work data Delete all device data Specify device password and lock (Android devices only) Update an IT policy Update VPN profile Update Wi-Fi profile Update Microsoft ActiveSync profile Update CA certificate profile Update SCEP profile (ios devices only) Update shared certificate profile Assign or remove a profile to a user account or group Assign a new software configuration to a user account or group Edit a software configuration or associated application definition At defined intervals, the Scheduler contacts the Core Module and requests the list of devices that have an action or command that need to be performed (for example, check jailbroken or rooted status or request the list of installed applications). If an action or command needs to performed, the Scheduler adds it to the list of pending commands or actions for the device. At defined intervals, the BES10 Client contacts the Communication Module and provides device information and the list of installed applications, based on the default polling cycle defined by the administrator. When BlackBerry Enterprise Service 10 receives device information or the list of installed applications, several enforcement checks are performed on the device. The enforcement check may trigger one of the following: Send an enforcement breach to the user, using SMTP Schedule an enforcement breach action (for example, delete all data, delete only work data, or inform the user they are in breach and that there may be further enforcement action at a later time) Research In Motion Limited. All Rights Reserved. 125

126 Troubleshooting data flow issues Requirements: Sending actions and commands to ios devices and Android devices Requirements An ios device or Android device with an active wireless network connection An ios device or Android device with the BES10 Client installed, managed by BlackBerry Enterprise Service 10 About the BES10 Client and the ios MDM Daemon At defined intervals, the BES10 Client contacts the Communication Module, through the BlackBerry Secure Connect Service, to ask for any actions that need to be run on the device. Polling occurs every 15 minutes, by default. This setting can be modified in the Universal Device Service console. Android devices use the BES10 Client to perform all actions and commands. ios devices use the BES10 Client to provide device information to BlackBerry Enterprise Service 10 such as jailbroken status and displaying policy enforcement information. The MDM Daemon on ios devices supplements the BES10 Client protocol and performs the rest of the actions and commands on ios devices Research In Motion Limited. All Rights Reserved

127 Troubleshooting data flow issues Data flow: Executing actions and commands that use the BES10 Client on Android devices and ios devices 1. At defined intervals, the BES10 Client contacts the BlackBerry Secure Connect Service, on port 3101 of the external firewall, to check for any pending actions and commands that need to be performed on the device. Polling occurs every 15 minutes, by default, but can be configured by the administrator. 2. The BlackBerry Secure Connect Service contacts the Communication Module, over port internal port to request any pending actions and commands. 3. The Communication Module contacts the Core Module, over internal port 9081, to verify the device authentication information and get a list of pending actions and commands that need to be run on the device. 4. If there are no pending actions or commands for the device, the Communication Module replies to the device, through the BlackBerry Secure Connect Service, with an idle command. If there are actions or commands pending for the device, the Communication Module replies, through the BlackBerry Secure Connect Service, with the highest priority action. For Android devices, priority is given to IT administration commands, such as Delete device data and Lock device, followed by request for device information, installed applications, and so on. The Communication Module sends only one command at a time. If necessary, additional information is included in the response. 5. The client inspects the response, schedules the command to be processed, and waits for the command to be run. 6. The client sends a response to the Communication Module, through the BlackBerry Secure Connect Service, to update the command status. The status indicates whether the command ran successfully and in the event of failure, it provides an error message Research In Motion Limited. All Rights Reserved. 127

128 Troubleshooting data flow issues 7. Steps 2 to 5 are repeated until there are no more pending actions or commands that need to be performed on the device. Note: For secure work apps, the initial notification is sent to the ios device or Android device by the content server, through the APNs for ios devices, using whatever transport method the app developer specified. This may not involve BlackBerry Enterprise Service 10. After the notification is delivered to the device, the device contacts the BlackBerry Secure Connect Service to retrieve updated data. Data flow: Executing actions and commands that use the MDM Daemon on ios devices 1. The Core Module notifies the BlackBerry Secure Connect Service, over port 2195, that there is an update pending for an ios device. 2. The BlackBerry Secure Connect Service, contacts the BlackBerry Infrastructure, over port 3101, to notify the APNs that there is an update pending for an ios device. 3. The BlackBerry Infrastructure, over port 2195, notifies the APNs that there is an update pending for an ios device. 4. The APNs sends a notification to the MDM Daemon on the ios device to contact the Communication Module. 5. When the MDM Daemon on the ios device receives the notification, it contacts the BlackBerry Secure Connect Service, on port 3101 of the external firewall, to retrieve any pending actions. 6. The BlackBerry Secure Connect Service contacts the Communication Module, over internal port 33443, to request the updates. 7. The Communication Module contacts the Core Module, over internal port 9081, to verify the device and get a list of pending actions and commands that need to be run on the device. 8. If there are no pending actions or commands for the device, the Communication Module, through the BlackBerry Secure Connect Service, replies to the device with an idle command. If there are actions or Research In Motion Limited. All Rights Reserved

129 Troubleshooting data flow issues commands pending for the device, the Communication Module, through the BlackBerry Secure Connect Service, replies with the highest priority action. Priority is given to actions, such as Delete device data and Lock device, followed by requests for device information, installed applications, etc. The Communication Module sends only one command at a time. If necessary, additional information is included in the response. 9. The MDM Daemon on the ios device inspects the response, schedules the command to be processed, and waits for the command to be run. 10.The MDM Daemon sends a response to the Communication Module, through the BlackBerry Secure Connect Service, to update the command status. The status indicates whether the command ran successfully providing any additional information, and in the event of failure, it provides an error message. 11.Steps 4 to 7 are repeated until there are no more pending actions or commands that need to be performed on the device. Troubleshooting tips for actions and commands sent to ios devices and Android devices When troubleshooting actions and commands sent to ios devices and Android devices, you should: Check that the BES10 Client is installed on the ios device or Android device. Check that the ios device or Android device has been successfully activated. Verify that the ios device or Android device has not been quarantined. Creating a work space app If your organization creates a custom app, you can use the BlackBerry Infrastructure to convert the app into a work space app that can be installed in the work space on devices. Converting the app is an automatic process that you can initiate by uploading the app binary file in the Universal Device Service. After the app is converted and signed, you can make the app available to users by posting the app in the App Store or Google Play, or by creating an app definition and adding the app to a software configuration in the Universal Device Service. For more information about work space apps, see the Secure Work Space for ios and Android Security Technical Note. Troubleshooting work space apps on ios devices and Android devices Creation considerations for work space apps on ios devices and Android devices: Did you create the work space app properly? Directions for creating a work space app can be found in the Universal Device Service Advanced Administration Guide Is the work space app properly signed? To install a work space app for ios devices and Android devices, it must be signed by Apple or Google Research In Motion Limited. All Rights Reserved. 129

130 Troubleshooting data flow issues Deployment considerations for work space apps on ios devices and Android devices: Has the user accepted the notifications and installed all required apps and certificates? This includes: 1. Install the Work Connect app: The Work Connect app creates and manages the work space. 2. Install the Work Browser app: The Work Browser app lets the user browse the Internet and access content servers in your organization's network. 3. Install the Documents To Go app The Documents To Go app lets the user view and edit Microsoft Office documents from the content servers in your organization's network. Note: The user may be prompted to install the Work Connect, Work Browser, and Documents To Go apps in any order. 4. Set a password for the work space. After the user sets a password, they are redirected to the Work Connect app where they always have to use the password to log in. Has the work space app been assigned to the user? A software configuration containing the work space app must be assigned to a user or group before it can be deployed to the user. Software configurations and apps can be assigned in the Universal Device Service console or BlackBerry Management Studio. Has the work space app been deployed to the user? You can check if a work space app has been properly deployed to a user in the Universal Device Service console. View whether work apps are installed on a device 1. Search for a user account. 2. In the search results, click the name of a user account. 3. In the Software configurations window, click on a Software configuration name to display the list of work apps. Apps that the user did not install are indicated by a red icon. Apps that the user installed but are not the correct version are indicated by a red and white icon Research In Motion Limited. All Rights Reserved

131 Troubleshooting data flow issues Scenario: Actions and commands sent to ios and Android devices When assigning profiles to ios devices the profiles are not pushed out. IT Policy settings also do not take effect Research In Motion Limited. All Rights Reserved. 131

132 Troubleshooting data flow issues Discussion: Issues that can happen after you activate a device What types of problems can you think of that can occur after you activate a device? Research In Motion Limited. All Rights Reserved

133 Troubleshooting data flow issues Review: Troubleshooting data flows 1. True or false. You must have Microsoft ActiveSync installed in your organization in order to synchronize and organizer data with BlackBerry Enterprise Service Do you require connectivity from the Enterprise Management Web Service to the Enterprise Management Agent on the BlackBerry device over the IPPP pathway through the BlackBerry Infrastructure in order to send policy updates, profile updates, or app updates, to BlackBerry devices? 3. What type of profile is required to synchronize and organizer data with an ios device or an Android device? 4. True or false. All policy and profile updates for ios devices and Android pass through the BlackBerry Secure Connect Service. 5. What does a changed item consist of? Research In Motion Limited. All Rights Reserved. 133

134

135 Preventing issues with your BlackBerry Enterprise Service 10 installation before they happen Objectives By the end of this module, you should be able to: Identify the steps that you can take to prevent issues with your BlackBerry Enterprise Service 10 installation before they happen

136 Preventing issues with your BlackBerry Enterprise Service 10 installation before they happen Preventing issues before they happen While not all problems you encounter will be preventable, there are some basic steps that you can take to reduce the number of incidents you may have, as well as to minimize the impact if something does go wrong. Back up BlackBerry Enterprise Service 10 data regularly: Back up the BlackBerry Enterprise Service 10 databases regularly: You can use the backup and restore tools that are a part of Microsoft SQL Server to back up and, if necessary, restore the databases. For more information, see the Microsoft documentation for Microsoft SQL Server. Export IT policies Export backup encryption keys Back up the shared network folder For more information on how to perform these tasks, see the BlackBerry Device Service Advanced Administration Guide and the Universal Device Service Advanced Administration Guide If you are running multiple instances of BlackBerry Enterprise Service 10, distribute your users across the instances equally for enterprise connectivity and to balance the workload. Analyze the information available on the BlackBerry Management Studio reporting dashboards regularly: Check for devices that have had not contacted BlackBerry Enterprise Service 10 for long period Check for devices that are out of compliance Use the BlackBerry Management Studio licensing interface: Check for licenses that are due to expire soon Maintain enough licenses for new devices to be activated Make sure communication is maintained with the BlackBerry Infrastructure for polling Research In Motion Limited. All Rights Reserved

137 Preventing issues with your BlackBerry Enterprise Service 10 installation before they happen Back up the BlackBerry Enterprise Service 10 data regularly Backing up the BlackBerry Configuration Database and the Management Database You should back up the BlackBerry Configuration Database and the Management Database so that you can restore it if the database server is not available. You can use the backup and restore tools that are a part of Microsoft SQL Server to back up and, if necessary, restore these databases. For more information, see the Microsoft documentation for Microsoft SQL Server. Back up the shared network folder The shared network folder contains the application files and certificates that the BlackBerry Administration Service uses. 1. In the BlackBerry Administration Service, on the Servers and components menu, expand BlackBerry Solution topology > BlackBerry Domain > Component view. 2. Click BlackBerry Administration Service. 3. In the Network drive section, verify the shared network folder that the BlackBerry Administration Service uses. 4. On the computer that hosts the BlackBerry Administration Service, navigate to the location of the shared network folder. 5. Copy the shared network folder and save it to a different location (for example, another computer on your organization's network). Restore BlackBerry Enterprise Service 10 You can restore a BlackBerry Device Service instance to the same computer or a different computer in your organization's environment. 1. If necessary, restore the BlackBerry Configuration Database. You can use the backup and restore tools that are part of Microsoft SQL Server. For more information, see the Microsoft documentation for Microsoft SQL Server. 2. If necessary, restore the shared network folder. If you restore the shared network folder to a different location, you must update the location in the BlackBerry Device Service console. 3. Perform one of the following tasks: Research In Motion Limited. All Rights Reserved. 137

138 Preventing issues with your BlackBerry Enterprise Service 10 installation before they happen Task Restore a BlackBerry Enterprise Service 10 instance to the same computer or a computer with the same FQDN as the computer that previously hosted the BlackBerry Enterprise Service 10 instance Restore a BlackBerry Enterprise Service 10 instance to a different computer Steps 1. Install BlackBerry Enterprise Service 10 and specify the same name for the BlackBerry Enterprise Service 10 instance. For more information about installing the BlackBerry Enterprise Service 10, see the BlackBerry Enterprise Service 10 Installation and Configuration Guide. 1. Install BlackBerry Enterprise Service 10 and specify a new name for the BlackBerry Enterprise Service 10 instance. For more information about installing BlackBerry Enterprise Service 10, see the BlackBerry Enterprise Service 10 Installation and Configuration Guide. 2. Move user accounts from the old BlackBerry Enterprise Service 10 instance to the new BlackBerry Enterprise Service 10 instance. 3. To remove the old BlackBerry Enterprise Service 10 component information from the BlackBerry Configuration Database, perform the following actions: a b c d In the BlackBerry Device Service console, on the Servers and components menu, expand BlackBerry Solution topology > BlackBerry Domain. Click Component view. Click the Delete icon beside the old BlackBerry Device Service instance. Click Yes - Delete the instance and wait until you are returned to the main page Research In Motion Limited. All Rights Reserved

139 Preventing issues with your BlackBerry Enterprise Service 10 installation before they happen Distribute users across multiple instances Distributing your device user population across multiple BlackBerry Enterprise Service 10 instances helps to efficiently distribute server usage. In the event of a failure, users can be moved from one BlackBerry Enterprise Service 10 instance (nonfunctioning) to another BlackBerry Enterprise Service 10 instance (functioning), while you troubleshoot the problem Research In Motion Limited. All Rights Reserved. 139

140 Preventing issues with your BlackBerry Enterprise Service 10 installation before they happen Analyze reports regularly The dashboard reporting graphs allow you to quickly review high-level data by rolling over specific data points in the graphs. If you need a more detailed breakdown of the data, you can click a graph to open a grid view of the individual users or devices. With the dashboard, you can catch issues early by monitoring it on a regular basis. You can see: Devices out of contact Device compliance state Devices by carriers Devices by platform Research In Motion Limited. All Rights Reserved

141 Preventing issues with your BlackBerry Enterprise Service 10 installation before they happen Top 5 mobile devices Top 5 apps deployed Device activations Research In Motion Limited. All Rights Reserved. 141

142 Preventing issues with your BlackBerry Enterprise Service 10 installation before they happen Monitor license usage BlackBerry Management Studio allows administrators with the Security Administrator role to manage licenses for a BlackBerry Enterprise Service 10 domain. You can check the licensing status for the domain and view detailed information for each license type such as usage and expiration. Licenses control how many BlackBerry devices, ios devices, and Android devices can exist in a BlackBerry Enterprise Service 10 domain at the same time. The license types that your organization uses determine the devices and features that you can manage using the BlackBerry Enterprise Service 10 software. A license is used when you or a user activates a device. A device uses only one type of license at a time. If more than one license type supports the devices and features that you want to manage, the lowest cost license is used. When you have used all of the licenses of one type, you can no longer activate devices of that type, unless you have a higher-level license available. This can lead to activation issues for users. If licenses have expired and can extend to compliance issues Research In Motion Limited. All Rights Reserved

Architecture and Data Flow Overview. BlackBerry Enterprise Service 10 721-08877-123 Version: 10.2. Quick Reference

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