Licensing Guide BES12. Version 12.1

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1 Licensing Guide BES12 Version 12.1

2 Published: SWD

3 Contents Introduction... 5 About this guide...5 What is BES12?...5 Key features of BES About licensing...7 Steps to manage licenses...7 How licensing works in BES Determining what licenses you need... 8 Server licenses... 8 SIM licenses... 9 BlackBerry OS licenses for BES License requirements for activation types...10 Managing licenses for different devices Initial grace period for licenses Updating perpetual licenses...13 Obtaining licenses Using myaccount Register and create an account...15 Log in to myaccount Preparing to manage licenses How BES12 stores and manages licenses...16 Activating server licenses...17 Prerequisites: Activating server licenses Activate server licenses using a license activation ID...17 Activate server licenses using the host ID Activate server licenses using file-based activation Managing licenses for devices View license information License expiration...20

4 Change the expiration warning period License compliance Grace period conditions...22 Communicating with the licensing infrastructure Change how often BES12 contacts the licensing infrastructure...23 Synchronize data with the licensing infrastructure...23 Licensing status...23 Optimizing how licenses are used...25 Switching devices Switching a SIM license and a server license Releasing server licenses Release server licenses...27 Managing licenses for BlackBerry OS devices View information for BlackBerry OS licenses...28 Add or delete a BlackBerry OS license key...28 Troubleshooting The licenses could not be activated...30 The license response file could not be uploaded You or a user cannot activate a device Product documentation...32 Glossary Legal notice...35

5 Introduction Introduction 1 About this guide BES12 helps you manage the devices in your organization. This guide explains how licensing works and describes how to prepare, use, and manage your licenses. This guide is intended for senior IT professionals who are responsible for setting up and deploying the product. Before using this guide, senior IT professionals should install BES12 as described in the BES12 Installation Guide. What is BES12? BES12 is an EMM solution from BlackBerry. EMM solutions help you do the following: Manage mobile devices for your organization to protect business information Keep mobile workers connected with the information that they need Provide administrators with efficient business tools With BES12, you can manage the following device types: BlackBerry 10 BlackBerry OS (version 5.0 to 7.1) ios Android (including Samsung KNOX) Windows Phone You can manage these devices from a single, simplified UI with industry-leading security. Key features of BES12 Feature Management of many types of devices Description You can manage BlackBerry 10, BlackBerry OS (version 5.0 to 7.1), ios, Android, and Windows Phone devices. 5

6 Introduction Feature Single, unified UI Trusted and secure experience Balance of work and personal needs Description You can view all devices in one place and access all management tasks in a single, web-based UI. You can share administrative duties with multiple administrators who can access the management console at the same time. Device controls give you precise management of how devices connect to your network, what capabilities are enabled, and what apps are available. Whether the devices are owned by your organization or your users, you can protect your organization's information. BlackBerry Balance and Secure Work Space technologies are designed to make sure that personal information and work information are kept separate and secure on devices. If the device is lost or the employee leaves the organization, you can delete only work-related information or all information from the device. 6

7 About licensing About licensing 2 Licenses control the number of BlackBerry 10, ios, Android, and Windows Phone devices that users can activate in a BES12 domain. A license is used when a device is activated. Different license types are available to support the devices and features that you want to manage. A device uses only one type of license at a time. If a BES12 domain supports BlackBerry OS (version 5.0 to 7.1) devices, BlackBerry OS licenses control the number of users that can activate BlackBerry OS devices. A BlackBerry OS license is used when you enable BlackBerry OS device activation for a user. Steps to manage licenses When you manage licenses, you perform the following actions: Determine what licenses you need. Obtain licenses. Verify permissions to manage licenses. If necessary, activate licenses. Monitor licensing status. How licensing works in BES12 You must obtain licenses to activate BlackBerry 10, ios, Android, and Windows Phone devices in a BES12 domain. BES12 supports different licensing models, and you can use licenses from either or both models, depending on your organization's requirements. Server and SIM licenses support the same devices and activation types. 7

8 About licensing Licensing model Description Category Server licenses Licenses that you buy from BlackBerry or a BlackBerry partner. Trial (for evaluation purposes only) Subscription Perpetual (available only through specific licensing offers and technical support programs) SIM licenses Licenses that you buy from your service provider as part of your existing plan. If you upgrade from BES5 to BES12, you must use BlackBerry OS licenses for BES12 to support BlackBerry OS (version 5.0 to 7.1) devices in a BES12 domain. Determining what licenses you need To determine what licenses you need, consider the following: The devices that you want to manage in BES12 (device type) How much control you need over your organization's devices (activation type) How you plan to buy licenses (server or SIM licenses) If you upgrade from BES5 to BES12 (BlackBerry OS licenses) For more information about activation types, visit docs.blackberry.com/bes12 to read the BES12 Administration Guide. Server licenses Licenses that you buy from BlackBerry or a BlackBerry partner are known as server licenses. Server and SIM licenses support the same devices and activation types. Note: You must activate server licenses before you can use them to activate devices. Server license type Devices Activation types Silver BlackBerry 10 Work and personal - Corporate ios, Android (including devices using KNOX MDM), and Windows Phone MDM controls 8

9 About licensing Server license type Devices Activation types Gold - BlackBerry BlackBerry 10 Work and personal - Regulated Work space only Work and personal - Corporate Gold - Secure Work Space ios and Android (including devices using KNOX MDM) Work and personal - full control ios and Android Work and personal - user privacy ios, Android (including devices using KNOX MDM), and Windows Phone MDM controls Related information License requirements for activation types, on page 10 SIM licenses EMM SIM-Based Licensing is an alternative licensing model that allows you to buy licenses from your service provider instead of from BlackBerry. This option allows you to pay for licenses as part of your existing plan with your service provider. Contact your service provider for pricing and subscription information. Licenses that you buy from your service provider are known as SIM licenses. Server and SIM licenses support the same devices and activation types. To use SIM licenses, devices must have SIM cards that the service provider has provisioned accordingly. When you activate a device, BES12 checks if an appropriate SIM license is available and if the device's SIM card is provisioned for SIM licensing. If both conditions are satisfied, the device uses a SIM license. If not, the device uses a server license. SIM license type Devices Activation types Silver BlackBerry 10 Work and personal - Corporate ios, Android (including devices using KNOX MDM), and Windows Phone MDM controls Gold BlackBerry 10 Work and personal - Regulated Work space only Work and personal - Corporate ios and Android (including devices using KNOX MDM) Work and personal - full control 9

10 About licensing SIM license type Devices Activation types ios and Android Work and personal - user privacy ios, Android (including devices using KNOX MDM), and Windows Phone MDM controls Note that a Gold SIM license can be used for a BlackBerry 10, ios, Android, or Windows Phone device. If a Gold SIM license is used for a BlackBerry 10 device, it is listed as a Gold - BlackBerry SIM license on the Licensing summary page in the management console. If a Gold SIM license is used for an ios, Android, or Windows Phone device, it is listed as a Gold - Secure Work Space SIM license on the Licensing summary page. If a user's device is using a Gold SIM license, in the user's device details, the Licensing information section lists both Gold - BlackBerry and Gold - Secure Work Space. This section indicates whether the Gold SIM license is being used as a Gold - BlackBerry license or Gold - Secure Work Space license. Related information License requirements for activation types, on page 10 BlackBerry OS licenses for BES12 If you upgrade from BES5 to BES12, you must replace your existing BES5 CAL keys with BlackBerry OS licenses for BES12. BES5 CAL keys are not valid in a BES12 domain. You must use BlackBerry OS licenses to support BlackBerry OS (version 5.0 to 7.1) devices in a BES12 domain. When you obtain BlackBerry OS licenses, you receive a key that you must enter in the BlackBerry OS Settings in the management console to make the licenses available for use. If you have perpetual BES5 CAL keys, you must replace them with perpetual BlackBerry OS licenses. If you have subscription BES5 CAL keys, you must replace them with subscription BlackBerry OS licenses. A BlackBerry OS license is used when you enable BlackBerry OS device activation for a user. Each user can activate one BlackBerry OS device. License requirements for activation types The following table lists the required license for each activation type. BES12 checks for available licenses in the order listed. For example, if you activate a BlackBerry 10 device with the "Work and personal - Corporate" activation type, and the domain has Silver and Gold - BlackBerry server licenses available, the device uses a Silver license. If you want to check what type of license a device is using, see the user's device details in the management console. 10

11 About licensing Activation type Devices Description Required license Work and personal - Corporate BlackBerry 10 Devices have a personal space and a work space. Administrators have control of the work space only. One of the following: 1. Silver SIM license 2. Gold SIM license 3. Silver server license 4. Gold - BlackBerry server license Work and personal - Regulated BlackBerry 10 Devices have a personal space and a work space. Administrators have control of both spaces. One of the following: 1. Gold SIM license 2. Gold - BlackBerry server license Work space only BlackBerry 10 Devices have a work space only. Administrators have full control of devices. One of the following: 1. Gold SIM license 2. Gold - BlackBerry server license MDM controls ios, Android (including devices using KNOX MDM), and Windows Phone A separate work space is not installed on devices. Administrators have basic device management controls. One of the following: 1. Silver SIM license 2. Gold SIM license 3. Silver server license 4. Gold - Secure Work Space server license Work and personal - full control ios and Android (including devices using KNOX MDM) A separate work space is created on devices. Administrators have full control of devices. One of the following: 1. Gold SIM license 2. Gold - Secure Work Space server license Work and personal - user privacy ios and Android A separate work space is created on devices. Administrators have control of the work space only. One of the following: 1. Gold SIM license 2. Gold - Secure Work Space server license Related information Server licenses, on page 8 SIM licenses, on page 9 11

12 About licensing Managing licenses for different devices A BES12 domain can support the following devices: Devices How licenses work Licensing process BlackBerry 10 ios Android Windows Phone Server and SIM licenses control the number of devices that users can activate. Different license types are available to support the devices and features that you want to manage. 1. Obtain licenses. 2. If necessary, activate licenses. 3. Manage licenses using the BES12 management console and the myaccount website. BlackBerry OS (version 5.0 to 7.1) BlackBerry OS licenses control the number of users that can activate BlackBerry OS devices. 1. After you upgrade from BES5 to BES12, obtain BlackBerry OS licenses for BES Add BlackBerry OS license keys. 3. Delete BES5 CAL keys. 4. Manage BlackBerry OS licenses using the BlackBerry OS Settings in the BES12 management console. A user can have any combination of devices. For example, if a user has both a BlackBerry OS device and an ios device, the user account uses a BlackBerry OS license for the BlackBerry OS device and an appropriate server or SIM license for the ios device, based on the activation type. Related information Obtaining licenses, on page 14 Activating server licenses, on page 17 Managing licenses for BlackBerry OS devices, on page 28 Initial grace period for licenses After you install BES12, the Licensing summary page indicates that no licenses are available. You must obtain and activate server licenses, or obtain SIM licenses. If you activate a device when no licenses are available, BES12 starts a grace period (the Licensing summary page indicates the duration of the grace period, for example, 15 days). During this grace period, you can activate devices. When the grace period is over, the domain is out of compliance because the number of activated devices is greater than the number of valid licenses (for example, 3 devices are activated but no licenses are available). Activated devices continue to work as expected, but you cannot activate new devices or reactivate existing devices. 12

13 About licensing To make the domain compliant, obtain and activate server licenses or obtain SIM licenses. The number of valid licenses must be greater than the number of activated devices. For example, you install BES12, and before you activate the 100 Gold - BlackBerry server licenses you've purchased, you decide to activate a few BlackBerry 10 devices for testing. When you activate the first device, BES12 starts the 15-day grace period. During the grace period, you activate two more devices. The grace period ends. BES12 is out of compliance because 3 devices are activated but no licenses are available. You then activate 100 Gold - BlackBerry server licenses. BES12 assigns 3 of the licenses to the activated devices, and 97 licenses are now available for use. Related information License compliance, on page 21 Updating perpetual licenses Perpetual licenses are valid only for the version of BES12 for which they are issued. If a BES12 domain includes perpetual licenses that are covered by BlackBerry Software Assurance, which is included with technical support contracts, you must update the licenses to the latest version that BES12 supports. To update perpetual licenses, you can log in to myaccount and navigate to the Account Support > Software Assurance section to use the Software Assurance license update tool. After you update the required licenses, you must copy the new activation IDs and activate the licenses in BES12. It is recommended that you perform these actions before you upgrade BES12. For more information, visit to read KB If you do not update perpetual licenses before you upgrade BES12 or the licenses are not covered by BlackBerry Software Assurance, the Licensing summary page in the management console displays the following message after you upgrade BES12: Unsupported license versions were found. If appropriate subscription licenses are available, BES12 assigns them to activated devices. If no appropriate licenses are available, BES12 starts a grace period to give you time to obtain and activate subscription licenses or valid perpetual licenses. 13

14 Obtaining licenses Obtaining licenses 3 After you determine what licenses you need, you must obtain licenses. Licenses Server licenses BlackBerry OS licenses Purchasing process 1. Buy licenses from the BlackBerry Enterprise Store or a BlackBerry partner. 2. Register and create an account for the myaccount website. If you buy licenses directly from the BlackBerry Enterprise Store, you register and create an account during the purchasing process. 3. Log in to myaccount to obtain the licenses activation IDs and BlackBerry OS license keys. SIM licenses 1. Contact your service provider. BES12 uses licenses that are new for the BES12 product. If you have valid licenses for earlier products (for example, BES5 or BES10), you may be able to claim licenses for BES12. The number and types of licenses that you can claim depend on current licensing offers and your level of technical support. To view the promotions that you are eligible for, log in to myaccount and check the Account Support > Software Assurance section. For more information about license migration programs and qualifying software, visit For more information about technical support programs, visit Related information Server licenses, on page 8 SIM licenses, on page 9 BlackBerry OS licenses for BES12, on page 10 Using myaccount myaccount is the website that you use to track the server licenses that you buy from BlackBerry (the BlackBerry Enterprise Store) or a BlackBerry partner. After you register and create an account for the myaccount website, you can: View your organization's licenses and history of purchases Obtain license activation IDs that you can use to activate licenses Activate licenses using a host ID or file-based activation Check the licensing promotions that you are eligible for Manage users on the account Manage support agreements 14

15 Obtaining licenses myaccount replaces the BlackBerry Account Center. If you already have a BlackBerry Account Center account, you can use those credentials to log in to myaccount. To view videos that demonstrate how to register with myaccount and obtain license activation IDs, see the BES12 Licensing videos. Register and create an account Before you can log in to myaccount, you must register and create an account. myaccount replaces the BlackBerry Account Center. If you already have a BlackBerry Account Center account, you can use those credentials to log in to myaccount. Your organization should create and maintain a single account (one address) to manage all license purchases. If you buy licenses directly from the BlackBerry Enterprise Store, you register and create an account during the purchasing process. 1. In a browser, visit the BlackBerry Enterprise Store. 2. Click Register. 3. Enter the requested information. Click Continue. 4. Follow the instructions on the screen to verify your company information. 5. Click Create Account. 6. You receive a confirmation at the address you specified. In the confirmation , click the activation link. 7. Type and confirm a password. Click Activate. Log in to myaccount 1. In a browser, visit (or visit and on the Enterprise menu, click Sign-in). 2. Click Sign in. 3. In the Username field, type the address you used to register your account. 4. In the Password field, type the password you used when you activated your account. 5. Click Sign In. 15

16 Preparing to manage licenses Preparing to manage licenses 4 To manage server, SIM, and BlackBerry OS licenses in BES12, the administrator account that you use must be assigned a role with the following permissions: View licensing summary Manage subscriptions Edit licensing settings You can use the administrator account that you used to log in to BES12 for the first time (Security Administrator role), or you can create an administrator by assigning a role to a user account. The preconfigured roles in BES12 have different licensing permissions turned on by default. For more information about setting up administrators, visit docs.blackberry.com/bes12 to read the BES12 Administration Guide. Role Security Administrator Enterprise Administrator Senior HelpDesk Junior HelpDesk Licensing permissions All licensing permissions All licensing permissions View licensing summary No licensing permissions How BES12 stores and manages licenses When you install BES12, you install the BES12 Core component. The BES12 Core manages the use of server licenses in a BES12 domain. If the domain includes more than one BES12 instance, any instance of the BES12 Core can manage licensing data, and licensing data is load balanced as necessary across the available instances. When you activate server licenses, you register the SRP ID of the BES12 domain with the licensing infrastructure (this is the same SRP ID that you specified when you logged in to the management console for the first time). This is a change from BES10, which registered a MAC address with the licensing infrastructure. The BES12 Core stores the activated server licenses that devices can use. The BES12 Core does not manage BlackBerry OS licenses. These licenses are managed by the BES12 components that manage BlackBerry OS devices. 16

17 Activating server licenses Activating server licenses 5 You must activate server licenses before you can use them to activate devices. You can use any of the following licensing activation methods: Method Description Tools to use License activation ID Host ID Activate all available licenses associated with a license activation ID in a single domain. Distribute the licenses associated with a license activation ID across multiple domains. BES12 management console BES12 management console myaccount website File-based activation Use a license challenge file and license response file to activate licenses manually in a single domain (for example, to activate many license activation IDs or if BES12 does not have access to the Internet). BES12 management console myaccount website Prerequisites: Activating server licenses The management console must be running. The BES12 Core must be running. The BES12 Core must be able to connect to the licensing infrastructure (license.blackberry.com) over port 3101 (TCP). Configure your organization's firewall to allow outbound and inbound connections over port For more information about outbound port requirements, visit docs.blackberry.com/bes12 to read the BES12 Configuration Guide. Activate server licenses using a license activation ID When you obtain server licenses, you receive activation IDs that you use to activate the licenses. Each activation ID is associated with a license type and a certain number of licenses. Before you begin: 17

18 Activating server licenses Verify that the administrator account that you want to use has a role with the required permissions. Log in to myaccount and copy the activation IDs for the licenses. Each ID uses the format xxxxxx-xxxxxx-xxxxxx-xxxxxxxxxxxx, where each x is a letter or number. 1. On the menu bar, click Settings. 2. In the left pane, expand Licensing. 3. Click Licensing summary. 4. Click Activate licenses. 5. In the License activation ID field, paste an activation ID. 6. Click Activate. 7. Repeat steps 4 to 6 for each activation ID that you want to assign to the domain. Related information Preparing to manage licenses, on page 16 Activate server licenses using the host ID Before you begin: Verify that the administrator account that you want to use has a role with the required permissions. 1. On the menu bar, click Settings. 2. In the left pane, expand Licensing. 3. Click Licensing summary. 4. Click Activate licenses. 5. In the Licensing activation method drop-down list, click Host ID. 6. Copy the host ID. 7. Click Connect to log in to myaccount and navigate to the Account Support > Advanced License Management section. 8. Click Manage Devices. On the Servers tab, click Register Server and use the host ID that you copied to register the BES12 domain. 9. Specify the number of licenses to assign to the domain. Related information Preparing to manage licenses, on page 16 18

19 Activating server licenses Activate server licenses using file-based activation Before you begin: Verify that the administrator account that you want to use has a role with the required permissions. During this process, you must use a computer with access to the Internet to log in to myaccount. This can be a different computer than the one that hosts the management console. 1. On the menu bar, click Settings. 2. In the left pane, expand Licensing. 3. Click Licensing summary. 4. Click Activate licenses. 5. In the Licensing activation method drop-down list, click File-based activation. 6. Click Generate. Save the license challenge file to a location that you can access when you log in to myaccount (you might use a different computer to access the Internet). 7. From a computer with Internet access, in a browser, visit to log in to myaccount and navigate to the Account Support > Advanced License Management section. 8. Click Manage Devices. On the Servers tab, click Generate License and follow the instructions to upload the license challenge file. 9. Download the license response file. Save the file to a location that you can access from the computer that hosts the management console. 10. In the management console, in the Activate licenses window, click Browse and select the license response file (.bin). 11. Click Submit. Related information Preparing to manage licenses, on page 16 19

20 Managing licenses for devices Managing licenses for devices 6 You can use the Licensing summary page in the management console to: View license information for each license type Monitor licensing status and review warnings or errors Identify and correct license compliance issues View license information You can view license information for a BES12 domain on the Licensing summary page. After you create user accounts and activate devices, you can view license information for an activated device on the appropriate device tab for a user account. 1. On the menu bar, click Settings. 2. In the left pane, expand Licensing. 3. Click Licensing summary to view the following license information: SIM licenses: For each license type, the number of licenses in use. Server licenses: For each license type, the total number of licenses, the number of available licenses, the number of licenses in use, and the license expiration dates. Using Silver features: The number of activated devices that are using Gold - BlackBerry or Gold - Secure Work Space licenses because no Silver SIM or server licenses are available. 4. To view additional information about the server licenses that you purchased, click Manage subscriptions to log in to myaccount and navigate to the Account Support > Licenses section. License expiration A BES12 domain can have a combination of trial, subscription, and perpetual licenses. The license category determines how long a license is valid and no category takes precedence over another. When you activate server licenses, BES12 adds them to the pool of licenses and uses them as necessary. The Licensing summary page indicates when trial and subscription licenses expire. When licenses expire, BES12 checks for available licenses. If valid licenses are available, BES12 assigns them to devices to replace expired licenses. If BES12 checks a license type and determines that the number of activated devices is greater than the number of valid licenses, usage is exceeded for that license type. 20

21 Managing licenses for devices BES12 does not track the expiration of SIM licenses. SIM licenses are valid as long as you maintain the subscription with your service provider. Category Trial Subscription Perpetual Description Trial licenses are used to evaluate BES12 and are valid for a trial period (for example, 60 days). Subscription licenses are valid for a subscription period (for example, an annual subscription). Perpetual licenses do not expire. Related information License compliance, on page 21 Change the expiration warning period On the Licensing summary page, the licensing status displays a warning to notify you that subscription licenses will expire soon. You can change the expiration warning period to customize when the warning appears. By default, the warning appears 28 days before subscription licenses expire. 1. On the menu bar, click Settings. 2. In the left pane, expand Licensing. 3. Click Licensing settings. 4. In the License expiration warning drop-down list, click the appropriate warning period. 5. Click Save. License compliance For each license type, an "Exceeded total licenses" message appears if the number of activated devices is greater than the number of valid licenses. Usage can be exceeded for a license type if: You allow users to activate a number of devices that exceeds the number of valid licenses Licenses are in use and they expire You release licenses from the domain while they are in use For example, 100 Silver server licenses are in use and 50 of them expire. Usage is exceeded for Silver licenses because 100 devices are activated but only 50 have valid licenses. 21

22 Managing licenses for devices When usage is exceeded, BES12 starts a grace period. The Licensing summary page indicates the length of the grace period, for example, 15 days. During the grace period, you can continue to activate and reactivate devices using that license type. If the grace period ends and you did not correct the issue, that license type goes out of compliance. When a license type is out of compliance: You cannot activate or reactivate devices using server licenses or SIM licenses of that license type. For example: Silver licenses are out of compliance because some Silver server licenses expired. The domain still has Silver SIM licenses available. The Silver SIM licenses cannot be used to activate devices. Devices activated with that license type continue to work as expected, but cannot be reactivated. If other license types are available, and are in compliance, those license types can still be used to activate or reactivate devices. As long as a license type is out of compliance, a grace period cannot begin for any other license type. If usage is exceeded for another license type, that license type goes out of compliance immediately. To make the license type compliant, obtain enough licenses so that the number of valid licenses is greater than the number of activated devices. For example, the Silver license type is out of compliance because 100 devices are activated using Silver server licenses, but only 50 have valid licenses. You activate 70 new Silver server licenses. BES12 assigns 50 of the new licenses to the devices with expired licenses, and 20 of the new licenses are available for use. The license type is compliant because 100 devices are activated and there is a total of 120 valid licenses. Grace period conditions Note the following conditions of the grace period: BES12 allows only one grace period at a time. If a grace period starts for one license type and usage is exceeded for a different license type, both license types use the same grace period. For example, a 15-day grace period begins for Silver licenses, and two days later usage is exceeded for Gold - Secure Work Space licenses. Both the Silver and Gold - Secure Work Space licenses have 13 days remaining in the grace period. If a grace period ends and a license type is out of compliance, BES12 does not allow a grace period to start for other license types until you correct the compliance issue. For example, the grace period ends for Silver licenses, and one week later usage is exceeded for Gold - Secure Work Space licenses. BES12 does not start a grace period for the Gold - Secure Work Space licenses; the licenses go out of compliance immediately. BES12 does not allow another grace period until you correct the compliance issues for the Silver and Gold - Secure Work Space licenses. The duration of the grace period is based on a 24-hour clock. For example, if a 15-day grace period starts at 3pm on July 11, it ends at 3pm on July

23 Managing licenses for devices Communicating with the licensing infrastructure BES12 contacts the licensing infrastructure at a regular interval to synchronize licensing data and retrieve the server licenses that are assigned to the domain. Contact with the licensing infrastructure also enables the use of SIM licenses in the domain. By default, BES12 contacts the licensing infrastructure once a day. You can view the last contact time with the licensing infrastructure on the Licensing settings page. Change how often BES12 contacts the licensing infrastructure You can change how often BES12 contacts the licensing infrastructure to synchronize licensing data and retrieve the server licenses that are assigned to the domain. If you select the manual option, you can start the synchronization process manually. 1. On the menu bar, click Settings. 2. In the left pane, expand Licensing. 3. Click Licensing settings. 4. In the Polling interval drop-down list, click the appropriate polling interval. 5. Click Save. Synchronize data with the licensing infrastructure If you do not want to wait for BES12 to contact the licensing infrastructure at the set interval, you can start the synchronization process manually. For example, if you buy additional licenses, you can start the polling process immediately to synchronize licensing data. 1. On the menu bar, click Settings. 2. In the left pane, expand Licensing. 3. Click Licensing summary. 4. Click Synchronize licenses. Licensing status If a licensing issue requires your attention, the Licensing section in the left pane displays a warning or error icon. If more than one issue exists, the icon for the most serious issue appears. On the Licensing summary page, you can monitor licensing status and review warnings or errors. 23

24 Managing licenses for devices Message Icon Description Licensing infrastructure Licensing infrastructure - Unable to connect Licensing status Licensing status - Unavailable Licensing status - No licenses activated SIM license status - Synchronization in progress Trial status - Expires in x days Trial status - Next trial expires in x days Licensing status - Expiration date for one or more licenses is approaching Licensing status - Grace period expires in x days Licensing status - Grace period has expired OK Error OK Warning Warning Warning Warning Warning Warning Warning Error A connection to the licensing infrastructure is available. BES12 could not contact the licensing infrastructure. You cannot synchronize licensing data with the licensing infrastructure and you cannot activate server licenses using a license activation ID or host ID. There are no licensing issues that require your attention. The licensing status is unavailable. Verify that the BES12 services are running. No server licenses exist in the domain. BES12 is synchronizing data for your organization's SIM licenses. If the domain includes a large number of devices, this message may appear for a long time, regardless of the number of SIM licenses in use. For example, in a domain with 150,000 devices, this message may appear for up to 24 hours. If the domain includes trial licenses for a single trial period, the trial status indicates the number of days that remain until the trial period ends. If the domain includes trial licenses for multiple trial periods, the trial status indicates the number of days that remain until the first trial period ends. You can view expiration details in the License information table. Subscription licenses will expire soon. You can view expiration details in the License information table. Usage is exceeded for a license type and BES12 starts a grace period to give you time to correct the issue. The licensing status indicates the number of days that remain until the grace period ends. The grace period for a license type has ended and the license type is out of compliance. To make the license type compliant, obtain enough licenses so that the number of valid licenses is greater than the number of activated devices. 24

25 Managing licenses for devices Optimizing how licenses are used BES12 checks the domain's available server licenses when: You activate server licenses You or a user activates or reactivates a device You view the Licensing summary page BES12 synchronizes data with the licensing infrastructure When any of these actions occur, BES12 checks which server licenses are available and which are in use, and tries to optimize license usage. For example, if a user activates an ios device with the "MDM controls" activation type, the device can use a Gold - Secure Work Space license if a Silver license is not available. If a Silver license becomes available at a later date (for example, you activate more licenses), when you perform any of the actions above, BES12 assigns a Silver license to the ios device. The Gold - Secure Work Space license becomes available. If you want to check what type of license a device is using, see the user's device details in the management console. When you update or replace a user's activation profile, the changes do not apply until the user reactivates their devices or activates new devices. The licenses used by the devices may change, depending on the activation type that is applied. In specific scenarios, BES12 can also change the usage of SIM licenses. Related information Switching a SIM license and a server license, on page 25 Switching devices To switch to a different BlackBerry 10 device, you or a user can select the replace device option during activation, or use the replace device option in BES12 Self-Service. If you choose the same or lower feature level for the replacement device (for example, you change the activation type from "Work and personal - Regulated" to "Work and personal - Corporate"), the device can use the same license and BES12 does not need to check for available licenses. If you choose a higher feature level, it is considered a new activation. BES12 checks if the appropriate server license is available. If you or a user activates a new ios, Android, or Windows Phone device, it is considered a new activation. The licensing server checks if the appropriate server license is available. Switching a SIM license and a server license If you want to switch a device from using a SIM license to a server license, or a server license to a SIM license, the service provider must change the provisioning of the device's SIM card as necessary, and you must reactivate the device. 25

26 Managing licenses for devices The following table describes how BES12 handles various license switch scenarios, including some exceptions to the rule above: Scenario 1) The user removes their SIM card and replaces it with a different SIM card for temporary use while the device is roaming. 2) The user removes the SIM card from one device and inserts it in a second device. Both devices are already activated. 3) The user removes the SIM card from an activated device and inserts it in a device that is not activated on BES12. 4) A device s SIM license is no longer valid because you ended the subscription with the service provider. Outcome The SIM license remains assigned to the device, even if the temporary SIM card is not provisioned for SIM licensing. If the user s SIM card is inserted in another activated device, scenario 2 applies. The SIM license is assigned to the second device and BES12 assigns the appropriate server license to the first device. The SIM license remains assigned to the activated device. BES12 checks for a valid SIM license that the device can use. If none are available, BES12 replaces the SIM license with an appropriate server license. The behavior of a user s activated device is not affected in any of these scenarios. If the device has an Internet connection available through a service provider or Wi-Fi network, any of these scenarios may apply. In any of these scenarios, BES12 must have available server licenses to replace SIM licenses. If not, usage may be exceeded for some license types. Related information License compliance, on page 21 Releasing server licenses You can use myaccount to remove a specific number of server licenses from a domain. You may want to do this if you have available licenses that you want to activate in a different domain. For example, in domain A you activate 1000 Silver server licenses. After a month, 800 of the licenses are in use and 200 are available. You decide that you want to transfer 100 of the available licenses to domain B. In myaccount, you release 100 Silver server licenses from domain A. You then activate these 100 licenses in domain B. Make sure that you do not release more than the available number of server licenses. If you do, BES12 releases licenses that are currently in use, which can result in a compliance issue. You cannot use myaccount to release SIM licenses, as they are managed by your service provider. 26

27 Managing licenses for devices Release server licenses 1. In a browser, visit to log in to myaccount. 2. In the Account Support section, click Advanced License Management. 3. Click Manage Devices. 4. On the Servers tab, click the Device ID (SRP ID) for the domain that you want to release licenses from. 5. Scroll down to the Add-Ons section. 6. For the appropriate activation IDs, in the Requested Copies field, type the number of licenses that you want to keep assigned to the domain. 7. Click Save. In the Add-Ons section, the Copies Left field displays the number of licenses that you released for each activation ID assigned to the domain. After you finish: In the management console for the domain that you released licenses from, start the synchronization process. Activate the licenses in a different domain. Related information Synchronize data with the licensing infrastructure, on page 23 Activating server licenses, on page 17 27

28 Managing licenses for BlackBerry OS devices Managing licenses for BlackBerry OS devices 7 After you upgrade from BES5 to BES12, you must replace your existing BES5 CAL keys with BlackBerry OS licenses for BES12. BES5 CAL keys are not valid in a BES12 domain. Note: After you add BlackBerry OS license keys, delete any BES5 CAL keys. Do not delete BES5 CAL keys before you add BlackBerry OS license keys. If you do, the BES12 components that manage BlackBerry OS devices will stop responding. You can use the BlackBerry OS Settings in the management console to: View information for BlackBerry OS licenses Add or delete a BlackBerry OS license key View information for BlackBerry OS licenses 1. On the menu bar, click BlackBerry OS Settings. 2. On the Servers and components menu, expand BlackBerry Solution topology > BlackBerry Domain > Component view. 3. Click BlackBerry Administration Service. 4. In the BlackBerry OS license key for BES12 section, click beside a license key to view information such as subscription expiry date. 5. In the BES12 - BlackBerry OS license key for BES12 summary section, you can view the total number of BlackBerry OS licenses, the number of licenses in use, and the number of available licenses. Add or delete a BlackBerry OS license key You must replace BlackBerry OS licenses before they expire. If all available BlackBerry OS licenses expire, the BES12 components that manage BlackBerry OS devices stop responding. To start the components again, you must obtain and enter a valid BlackBerry OS license key. 1. On the menu bar, click BlackBerry OS Settings. 2. On the Servers and components menu, expand BlackBerry Solution topology > BlackBerry Domain > Component view. 3. Click BlackBerry Administration Service. 4. Click Edit component. 28

29 Managing licenses for BlackBerry OS devices 5. In the BlackBerry OS license key for BES12 section, perform any of the following actions: To add a license key, type the key and click. To delete a license key, click. 6. Click Save all. 29

30 Troubleshooting Troubleshooting 8 If you are unable to resolve an issue after troubleshooting, check for error messages in the CORE log files (<drive>:\program Files\BlackBerry\BES\Logs\<date>). The licenses could not be activated In the management console, this error message might appear when you try to activate server licenses using a license activation ID. Possible cause The license activation ID is invalid. There is no connection to the licensing infrastructure. The BES12 Core is not running. The license activation ID is linked to another BES12 domain. Possible solution Verify the license activation ID that you specified. It must be in the format xxxxxxxxxxxx-xxxxxx-xxxxxx-xxxxxx, where each x is a letter or number, and there cannot be any spaces at the end of the ID. Verify that your organization's firewall allows outbound connections over port 3101 (TCP) to the licensing infrastructure (license.blackberry.com). If BES12 does not have access to the Internet, you can use the file-based activation method to activate server licenses. In the Windows Services, verify that the BES12 - BES12 Core service is running. If necessary, restart the service. In myaccount, verify your organization's license activation IDs and the host IDs that they are linked to. If necessary, release server licenses. The license response file could not be uploaded This error message appears when you try to activate licenses using file-based activation and you cannot successfully upload the license response file. Possible cause The host ID (SRP ID) in the license response file does not match the host ID of the BES12 domain. Possible solution Perform one of the following actions: 30

31 Troubleshooting If you have more than one license response file, select the.bin file that contains the host ID of the BES12 domain. To verify the host ID, select the host ID activation method. To generate a new license challenge file and obtain a new license response file, repeat the steps for file-based activation. You or a user cannot activate a device Possible cause The BES12 services are not running. Server licenses are not available. Possible solution In the Windows Services, verify that all BES12 services are running. In the management console, perform the following actions: Verify that server licenses are available to support the device and features that you want to activate. If necessary, activate server licenses. 31

32 Product documentation Product documentation 9 Category Resource Description Overview BES12 Product Overview Introduction to BES12 and its features Finding your way through the documentation Architecture BES12 Architecture and Data Flow Reference Guide Descriptions of BES12 components Descriptions of activation and other data flows, such as configuration updates and , for different types of devices Release notes BES12 Release Notes Descriptions of known issues and potential workarounds BlackBerry Collaboration Service Release Notes Descriptions of known issues and potential workarounds Installation and upgrade BES12 Planning Guide System requirements Planning BES12 deployment for an installation or an upgrade from BES5 or BES10 BES12 Installation Guide Installation instructions BES12 Upgrade Guide Upgrade instructions Installation and administration BlackBerry Collaboration Service Installation and Administration Guide System requirements Installation instructions Basic administration of BlackBerry Collaboration Service instances Description of BlackBerry Collaboration Service components Architecture Configuration BES12 Licensing Guide Descriptions of different types of licenses Instructions for activating and managing licenses 32

33 Product documentation Category Resource Description BES12 Configuration Guide Instructions for how to configure server components before you start administering users and their devices Instructions for migrating BES10 data from an existing BES10 database Administration BES12 Administration Guide Basic and advanced administration for all supported device types, including BlackBerry 10 devices, ios devices, Android devices, Windows Phone devices and BlackBerry OS (version 5.0 to 7.1) and earlier devices Instructions for creating user accounts, groups, roles, and administrator accounts Instructions for activating devices Instructions for creating and assigning IT policies and profiles Instructions for managing apps on devices Descriptions of profile settings BES12 Policy Reference Spreadsheet Descriptions of IT policy rules for BlackBerry 10 devices, ios devices, Android devices, Windows Phone devices and BlackBerry OS (version 5.0 to 7.1) and earlier devices Security BES12 Security Guide for BlackBerry Description of the security maintained by BES12, the BlackBerry Infrastructure, and BlackBerry 10 devices to protect data and connections Description of the BlackBerry 10 OS Description of how work data is protected on BlackBerry 10 devices when you use BES12 BES12 Security Guide for ios, Android, and Windows Phone Description of the security maintained by BES12, the BlackBerry Infrastructure, and ios, Android, and Windows Phone devices activated on BES12 to protect data at rest and in transit Description of how work space apps are protected on work space-enabled devices when you use BES12 33

34 Glossary Glossary 10 BES5 BlackBerry Enterprise Server 5 BES10 BlackBerry Enterprise Service 10 BES12 BlackBerry Enterprise Service 12 BES12 instance CAL EMM MDM SIM SRP ID TCP BES12 instance refers to all BES12 components installed on one computer except the BlackBerry Router, which is an optional component that is installed separately. A BES12 instance is sometimes referred to as a "unit of scale." Client Access License Enterprise Mobility Management mobile device management Subscriber Identity Module The SRP ID is a unique identifier that an EMM solution from BlackBerry uses to identify itself to the BlackBerry Infrastructure during SRP authentication. Transmission Control Protocol 34

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