BlackBerry Enterprise Server

Transcription

1 BlackBerry Enterprise Server Version: 5.0 Service Pack: 3 Monitoring Guide

2 Published: SWD

3 Contents 1 BlackBerry Enterprise Server monitoring solution... 5 BlackBerry Monitoring Service... 5 Web address and user roles for the BlackBerry Monitoring Service console... 7 Web address for the BlackBerry Monitoring Service console... 7 Roles and permissions for the BlackBerry Monitoring Service console... 7 Best practice: Creating administrator accounts that can access the BlackBerry Monitoring Service console... 8 Overview of the BlackBerry Monitoring Service console... 9 BlackBerry device dashboard Turn on monitoring for a BlackBerry Enterprise Server Turn on monitoring for a non-snmp server Monitoring BlackBerry Enterprise Server components Viewing configuration settings and activity levels of data attributes of BlackBerry Enterprise Server components View configuration settings and activity levels of data attributes of BlackBerry Enterprise Server components Generate a graph that shows data for a BlackBerry Enterprise Server component Data attributes of the BlackBerry Configuration Database Monitor the BlackBerry Configuration Database Data attributes of the BlackBerry Configuration Database connections Monitor connections to the BlackBerry Configuration Database Monitoring BlackBerry Enterprise Server components that you configured for high availability Status of BlackBerry Enterprise Server components in the BlackBerry Monitoring Service console after a failover occurs Monitoring hung threads for the BlackBerry Messaging Agent Monitor hung threads for the BlackBerry Messaging Agent BlackBerry Enterprise Server components that the BlackBerry Monitoring Service cannot monitor Monitoring BlackBerry devices and user activity Search for a user account Viewing configuration settings and activity levels of data attributes of BlackBerry device users View configuration settings and activity levels of data attributes of BlackBerry device users Monitor user accounts that are not initialized BlackBerry device diagnostic test Run a diagnostic test for a BlackBerry device from the BlackBerry Monitoring Service console Run a diagnostic test for a BlackBerry device from the BlackBerry device... 20

4 Ping a BlackBerry device Using thresholds to monitor BlackBerry Enterprise Server components and BlackBerry device users Creating thresholds, rules, and alarms Rule types Create a threshold that you can use to monitor a BlackBerry Enterprise Server component Create a threshold that you can use to monitor a data attribute of a BlackBerry device user Changing and deleting rules Changing the order that rules appear in the BlackBerry Monitoring Service console Specify a threshold maintenance window Alarms Identifying alarms Color, state, and severity of alarm icons Identifying alarms and alarm severity in the alarm panel Check for alarms for a BlackBerry Enterprise Server component or BlackBerry device user Managing alarms in the alarm panel Sort thresholds in the alarm panel Suspend and resume alarms Delete alarms Configuring notification messages Configuring how the BlackBerry Monitoring Service sends notification messages Configure the BlackBerry Monitoring Service to send notification messages to addresses through a messaging server in your organization's environment Configure the BlackBerry Monitoring Service to send SMS text messages Changing the address that the BlackBerry Monitoring Service uses to send PIN messages Creating contacts Adding addresses to the BlackBerry Monitoring Service console so that you can create contacts Create contacts Change contact information Delete contacts Receiving SNMP trap messages Receive SNMP trap messages from BlackBerry Enterprise Server instances Messages in the messages area of the BlackBerry Monitoring Service console Viewing messages View messages Delete messages... 36

5 8 Reports Generating reports about BlackBerry device users and BlackBerry Enterprise Server components Generate and view a default report about BlackBerry device users Generate a custom report about BlackBerry device users or a BlackBerry Enterprise Server component Generate a custom report using report settings that you saved View generated reports Delete generated reports Managing servers Managing server maintenance windows Specify maintenance windows Clear maintenance windows Configuring SNMP server monitoring Test configuration settings for servers that the BlackBerry Monitoring Service uses SNMP to monitor.. 41 Change SNMP port numbers and community names Configuring non-snmp server monitoring Change how often the BlackBerry Monitoring Service collects data from a server that it does not use SNMP to monitor Change the key store password for the certificate that the BlackBerry Monitoring Service console uses Import a new SSL certificate for the BlackBerry Monitoring Service BlackBerry Monitoring Service log files Changing how BlackBerry Monitoring Service components create log files Change the maximum size of the log file for a BlackBerry Monitoring Service component Change the logging level for a BlackBerry Monitoring Service component Create a new log file for a BlackBerry Monitoring Service component when the current log file reaches the maximum size Change the identifier for the log file of a BlackBerry Monitoring Service component Prevent a BlackBerry Monitoring Service component from creating a daily log file Change when a BlackBerry Monitoring Service component deletes log files Change the character encoding of the log file for a BlackBerry Monitoring Service component BlackBerry Threshold Analysis Tool Creating thresholds using the BlackBerry Threshold Analysis Tool Data attributes that the BlackBerry Threshold Analysis Tool creates thresholds for Configuring the BlackBerry Threshold Analysis Tool Sample: BlackBerry Threshold Analysis Tool configuration file Running the BlackBerry Threshold Analysis Tool... 54

6 Run the BlackBerry Threshold Analysis Tool Parameters for running the BlackBerry Threshold Analysis Tool Best practice: Preventing the BlackBerry Threshold Analysis Tool from overwriting rules that you customized Using SNMP to monitor BlackBerry Enterprise Server components and BlackBerry device users SNMP components that you can use to monitor BlackBerry Enterprise Server components and BlackBerry device users SNMP operations that the BlackBerry Enterprise Server supports MIBs for the BlackBerry Enterprise Server Configuring SNMP monitoring System requirements: SNMP monitoring software and settings for the SNMP service Verifying the SNMP agent settings in the Registry Editor Compile the MIB for a BlackBerry Enterprise Server and configure the SNMP management tool to receive SNMP data Configuring SNMP traps Configure the SNMP trap service Error binding to Trap Port (162), it may already be in use Troubleshooting Troubleshooting: BlackBerry Monitoring Service connections A user cannot log in to the BlackBerry Monitoring Service Glossary Provide feedback Legal notice... 65

7 BlackBerry Enterprise Server monitoring solution BlackBerry Enterprise Server monitoring solution BlackBerry Monitoring Service You can use the BlackBerry Monitoring Service to monitor and troubleshoot issues with a BlackBerry Enterprise Server in your organization's environment and to monitor the activity of the BlackBerry device users that are associated with a BlackBerry Enterprise Server. The BlackBerry Monitoring Service monitors the BlackBerry Enterprise Server components. It polls each component and retrieves SNMP data that it stores in a database and displays in the BlackBerry Monitoring Service console. 1 Feature web-based administration console BlackBerry device dashboard monitoring of BlackBerry Enterprise Server components Description You can use the BlackBerry Monitoring Service console to monitor a BlackBerry Enterprise Server in your organization's environment by creating thresholds that monitor the activity of BlackBerry Enterprise Server components. You can configure the BlackBerry Monitoring Service to send notification messages to contacts when a component's activity exceeds levels that you specify as acceptable. The BlackBerry Monitoring Service console provides configuration settings and statistics that you can use to review BlackBerry Enterprise Server activity. You can use the BlackBerry device dashboard to access the BlackBerry Monitoring Service from BlackBerry devices. You can view alarms, messages, and the monitoring status of BlackBerry Enterprise Server instances and BlackBerry Enterprise Server components. The BlackBerry device dashboard is available for BlackBerry devices that are running BlackBerry Device Software version 4.5 or later. The BlackBerry Monitoring Service can provide the following types of data: configuration settings, such as the component name, component version, and computer name statistics such as CPU usage, memory usage, number of requests to process, and number of processing threads BlackBerry Client Access License information, such as the number of used and available licenses high availability information, such as the status of components that are configured for high availability policy information, such as the service books and IT policies that the BlackBerry Enterprise Server sends to BlackBerry devices 5

8 BlackBerry Monitoring Service Feature user monitoring and diagnostic tests for BlackBerry devices thresholds notification messages reports graphs integration with a network management framework Description messaging statistics, such as the number of messages that BlackBerry devices send and receive messaging server information, such as the hung thread count connection information for the BlackBerry Configuration Database, BlackBerry Controller, and SRP connections You can use the BlackBerry Monitoring Service console to run diagnostic tests for BlackBerry devices and to identify any issues with BlackBerry devices. The BlackBerry device diagnostic tool is available for BlackBerry devices that are running BlackBerry Device Software version 5.0 or later. The BlackBerry Monitoring Service can monitor the following types of data: configuration information for BlackBerry devices, such as the PIN, network type, and phone number message statistics, such as pending and expired messages and messages that BlackBerry devices send and receive BlackBerry device statistics, such as the battery level and wireless coverage You can define thresholds that you can use to monitor components and BlackBerry device users. When the activity of a component or BlackBerry device user that the BlackBerry Monitoring Service monitors reaches a threshold, the BlackBerry Monitoring Service displays an alarm in the BlackBerry Monitoring Service console and sends notification messages to specific contacts. You can configure the BlackBerry Monitoring Service to send notification messages to one or more recipients by creating a contact. A contact can include one or more addresses, PINs, IP addresses, or phone numbers that support SMS text messages. If a component goes into an alarm state, the BlackBerry Monitoring Service sends a notification message to all of the recipients in the contact. You can run default reports or create custom reports to return data about the BlackBerry Enterprise Server instances in your organization's environment. You can export reports to a.csv file, a.pdf file, or an.html file. You can use the information that you collect from the reports to analyze historical data. You can use the BlackBerry Monitoring Service console to generate a graph that shows the historical activity of a component. The BlackBerry Monitoring Service can send notifications as SNMP trap messages. This permits you to integrate the BlackBerry Monitoring Service with a network management tool that can receive SNMP trap messages. 6

9 Web address and user roles for the BlackBerry Monitoring Service console Feature Description The BlackBerry Monitoring Service sends an SNMP trap message when the activity of a component or BlackBerry device user that the BlackBerry Monitoring Service monitors reaches a threshold. Web address and user roles for the BlackBerry Monitoring Service console Web address for the BlackBerry Monitoring Service console When you install the BlackBerry Monitoring Service, the installation wizard provides you with the web address for the BlackBerry Monitoring Service console. The format of the web address is where <host> is the FQDN of the computer that hosts the BlackBerry Monitoring Service. The installation process for the BlackBerry Monitoring Service adds an Internet shortcut file that is named AccessBMSConsole to the computer that hosts the BlackBerry Monitoring Service. You can use the AccessBMSConsole Internet shortcut file to open the BlackBerry Monitoring Service console in a browser. The default location of the Internet shortcut file is <drive>:\program Files\Research In Motion\BlackBerry Enterprise Server. Open the BlackBerry Monitoring Service console on the computer that hosts the BlackBerry Monitoring Service On the computer that hosts the BlackBerry Monitoring Service, on the taskbar, click Start > All Programs > BlackBerry Enterprise Sever > BlackBerry Monitoring Service. Roles and permissions for the BlackBerry Monitoring Service console To access the BlackBerry Monitoring Service console, you can use a valid Microsoft Active Directory account, a valid Novell GroupWise messaging server account, the administrator account that you created when you installed the BlackBerry Enterprise Server, or a BlackBerry Administration Service account that can access the BlackBerry Monitoring Service console. You can use the BlackBerry Administration Service to create an administrator account and assign the account to one or more administrator roles. The roles control the actions that an administrator can perform in the BlackBerry Administration Service console and BlackBerry Monitoring Service console. If you want the administrator account to perform specific actions in the BlackBerry Administration Service console and BlackBerry Monitoring Service console, you can assign applicable permissions to the administrator account. The BlackBerry Administration Service includes four default roles that permit administrators who use the administrator account to access the BlackBerry Monitoring Service console and perform specific actions. For more information, see the BlackBerry Enterprise Server Administration Guide. 7

10 Web address and user roles for the BlackBerry Monitoring Service console Role Security Administrator Enterprise Administrator Monitoring System Administrator Monitoring View Administrator Permission performs all actions in the BlackBerry Administration Service console and BlackBerry Monitoring Service console views but cannot change BlackBerry device user accounts and performs all other actions in the BlackBerry Administration Service console and BlackBerry Monitoring Service console performs all actions in the BlackBerry Monitoring Service console performs the following actions: views the BlackBerry solution topology, including servers and BlackBerry Enterprise Server components views configuration settings views thresholds searches for BlackBerry device user accounts views statistics for BlackBerry device user accounts generates reports creates charts views alarms in the alarm panel views messages in the messages area cannot perform the following actions: start or stop monitoring a server create or change thresholds save or delete reports clear, suspend, or resume alarms delete messages from the messages area create or change maintenance windows create or change contacts configure notifications for SNMP trap messages Best practice: Creating administrator accounts that can access the BlackBerry Monitoring Service console Best practice Create a group so that you can assign access to the BlackBerry Monitoring Service console to administrator accounts. Description Consider the following guidelines: 8

11 Overview of the BlackBerry Monitoring Service console Best practice If you create an administrator account by assigning permissions, assign specific permissions to the administrator account so that the administrator can search for BlackBerry device user accounts in the BlackBerry Monitoring Service console. Description In the BlackBerry Administration Service, create a group and assign the Monitoring System Administrator or Monitoring View Administrator role to the group. Add administrator accounts to the group. Consider the following guidelines : In the BlackBerry Administration Service, create an administrator account by assigning permissions to the administrator account. Assign the View a user permission and select the All groups option. Assign the View a device permission and select the All groups option. For more information, see the BlackBerry Enterprise Server Administration Guide. If you do not assign the View a user and View a device permissions, when you search the BlackBerry Monitoring Service console for BlackBerry device user accounts, the search does not return any results. Overview of the BlackBerry Monitoring Service console The BlackBerry Monitoring Service console is a web-based administration tool that you can use to monitor BlackBerry Enterprise Server components and BlackBerry device users. The BlackBerry Enterprise Server installation process provides you with the web address that you can use to access the BlackBerry Monitoring Service console. For more information about the installation process, see the BlackBerry Enterprise Server Installation Guide. The BlackBerry Monitoring Service console is divided into two panes. Pane tree view view Description The tree view pane displays the monitoring and configuration menus which you can use to locate the BlackBerry Enterprise Server, component, or BlackBerry device that you want to monitor or the notification message that you want to configure. In a BlackBerry Enterprise Server environment that is configured for high availability, the monitoring menu in the tree view pane displays standby components in italic. The view pane displays configuration settings and statistics for components and BlackBerry device users. 9

12 Overview of the BlackBerry Monitoring Service console Pane Description You can use the view pane to perform the following actions: turn on the BlackBerry Monitoring Service for a BlackBerry Enterprise Server define thresholds that you can use to monitor the following components: the BlackBerry Attachment Service, BlackBerry Collaboration Service, BlackBerry Configuration Database, BlackBerry Controller, BlackBerry Dispatcher, BlackBerry MDS Connection Service, BlackBerry Messaging Agent, BlackBerry Policy Service, BlackBerry Router, and BlackBerry Synchronization Service define thresholds that you can use to monitor a BlackBerry device user generate reports and graphs that show component activity manage server maintenance windows and thresholds create and manage contacts so that they can receive notification messages about alarms BlackBerry device dashboard You can use the BlackBerry device dashboard to access the BlackBerry Monitoring Service on BlackBerry devices using the BlackBerry Browser. You can use the BlackBerry device dashboard to view alarms, messages, and the status of BlackBerry Enterprise Server instances and BlackBerry Enterprise Server components. The BlackBerry device dashboard is available for BlackBerry devices that are running BlackBerry Device Software version 4.5 or later. To access the BlackBerry device dashboard, you must configure your BlackBerry device to use a direct TLS connection. In the BlackBerry device options, on the Security Options menu, on the TLS screen, you must configure the TLS Default setting to Handheld. After you configure the TLS Default setting, you can type the web address for the BlackBerry Monitoring Service console into the BlackBerry Browser. The format of the web address is where <host> is the FQDN of the computer that hosts the BlackBerry Monitoring Service. For BlackBerry devices that are running BlackBerry Device Software version 4.7 or later, on the BlackBerry Browser menu, you must select the Page View option so that you can view the pages of the BlackBerry device dashboard in the correct format. You cannot view information about component connections such as the connections from the BlackBerry Messaging Agent to the BlackBerry Configuration Database on the BlackBerry device dashboard. You also cannot view index entries and transactions for the BlackBerry Configuration Database. 10

13 Turn on monitoring for a BlackBerry Enterprise Server Turn on monitoring for a BlackBerry Enterprise Server If you turn on monitoring for a BlackBerry Enterprise Server, the BlackBerry Monitoring Service polls each BlackBerry Enterprise Server component and retrieves SNMP data from the components. The BlackBerry Monitoring Service stores the SNMP data in a database and displays it in the BlackBerry Monitoring Service console. Before you begin: To monitor a BlackBerry Enterprise Server in your organization's environment, make sure that you have the SNMP port number and community name of the computer that hosts the BlackBerry Enterprise Server. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers. 2. Click Manage servers. 3. In the list of SNMP servers, click the wrench icon beside the BlackBerry Enterprise Server that you want to monitor. 4. In the SNMP configuration section, in the appropriate fields, type the SNMP port number and community name for the computer that hosts the BlackBerry Enterprise Server. The community name is case sensitive. 5. Select the Turn on monitoring check box. 6. Click Save. Turn on monitoring for a non-snmp server If you turn on monitoring for a non-snmp server, the BlackBerry Monitoring Service retrieves data about the BlackBerry Configuration Database from the BlackBerry Administration Service using the existing connection between the BlackBerry Monitoring Service and BlackBerry Administration Service. The BlackBerry Monitoring Service stores the data in a database and displays it in the BlackBerry Monitoring Service console. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers. 2. Click Manage servers. 3. Click the wrench icon beside the non-snmp server that you want to monitor. 4. In the Configuration section, confirm that the Turn on monitoring check box is selected. 5. Click Save. 11

14 Monitoring BlackBerry Enterprise Server components Monitoring BlackBerry Enterprise Server components 2 Viewing configuration settings and activity levels of data attributes of BlackBerry Enterprise Server components The BlackBerry Monitoring Service console shows configuration settings and activity levels of data attributes of BlackBerry Enterprise Server components. For example, you can view a component's configuration settings to identify which BlackBerry Enterprise Server instance hosts the component. You can view values of data attributes of a component to identify the current activity level or status of the data attributes, and you can create thresholds that you can use to monitor changes in the activity level of the data attributes. You cannot create thresholds to monitor configuration settings. View configuration settings and activity levels of data attributes of BlackBerry Enterprise Server components 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. 2. Expand a BlackBerry Enterprise Server component. 3. Click an instance of the component. 4. On the appropriate tab, locate the configuration settings or data attributes that you want to view. Related topics Create a threshold that you can use to monitor a BlackBerry Enterprise Server component, 23 Generate a graph that shows data for a BlackBerry Enterprise Server component Graphs display data for a BlackBerry Enterprise Server component from the previous 57 weeks. Graphs display daily averages of the value of a data attribute of a component. You can use the historical data in a graph to identify trends for a component's activity. You cannot create custom graphs. 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. 2. Expand a component. 3. Click an instance of a component. 4. Click a tab to view the data attribute that you want to graph. 5. Click the pie chart icon beside the data attribute that you want to graph. 12

15 Data attributes of the BlackBerry Configuration Database Data attributes of the BlackBerry Configuration Database You can use the BlackBerry Monitoring Service to monitor the data attributes of the BlackBerry Configuration Database. The following table shows the data attributes that you can monitor and configure thresholds for. Data attribute Data attribute group Description Data file size Configuration size, in KB, of the data file for the BlackBerry Configuration Database Fragmentation Index percentage of fragmentation for an index Log file size Transaction Log size, in KB, of the transaction log files for the BlackBerry Configuration Database Monitor the BlackBerry Configuration Database You can use the BlackBerry Monitoring Service to monitor data attributes of the BlackBerry Configuration Database. Before you begin: Turn on monitoring for a non-snmp server. A non-snmp server is a server that the BlackBerry Monitoring Service does not use SNMP to monitor. If you do not turn on monitoring, you cannot view the data attributes of the BlackBerry Configuration Database in the BlackBerry Monitoring Service console. 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components > Database. 2. Click an instance of the BlackBerry Configuration Database. 3. Perform one of the following actions to locate the data attribute that you want to monitor: On the Configuration tab view the data file size attribute. On the Index tab view the fragmentation attribute. On the Transaction Log tab view the log file size attribute. Data attributes of the BlackBerry Configuration Database connections You can monitor data attributes of the connection between the BlackBerry Configuration Database and the other BlackBerry Enterprise Server components. The following table shows the data attributes that you can monitor and configure thresholds for. Data attribute Connection Status Last connected time Description specifies whether the component is connected to the BlackBerry Configuration Database the last time the component connected to the BlackBerry Configuration Database 13

16 Monitor connections to the BlackBerry Configuration Database Data attribute Last error time Transactions Average response time Errors Description the last time the connection closed unexpectedly the number of transactions the component transmitted to the BlackBerry Configuration Database the average time, in milliseconds, it takes for the BlackBerry Configuration Database to respond to calls from a component the number of errors that the component received from the BlackBerry Configuration Database Monitor connections to the BlackBerry Configuration Database You can use the BlackBerry Monitoring Service to monitor the status and health of connections between the BlackBerry Configuration Database and other BlackBerry Enterprise Server components. Before you begin: Turn on monitoring for a non-snmp server. A non-snmp server is a server that the BlackBerry Monitoring Service does not use SNMP to monitor. If you do not turn on monitoring, you cannot view the data attributes of the BlackBerry Configuration Database in the BlackBerry Monitoring Service console. 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. 2. Expand a component. 3. Click an instance of the component. 4. On the Database connection tab view the connection data attributes. Monitoring BlackBerry Enterprise Server components that you configured for high availability If you create thresholds to monitor data attributes of BlackBerry Enterprise Server components that you configured for high availability, you can specify whether a threshold continues to monitor a data attribute after the primary BlackBerry Enterprise Server fails over to the standby BlackBerry Enterprise Server, or whether it monitors the data attribute of a component of the primary BlackBerry Enterprise Server or standby BlackBerry Enterprise Server. To distinguish the components of the primary BlackBerry Enterprise Server from the components of the standby BlackBerry Enterprise Server, in the BlackBerry Monitoring Service console, in the BlackBerry solution topology, components of the primary BlackBerry Enterprise Server are displayed in plain text and components of the standby BlackBerry Enterprise Server are displayed in italic. 14

17 Monitoring hung threads for the BlackBerry Messaging Agent Status of BlackBerry Enterprise Server components in the BlackBerry Monitoring Service console after a failover occurs If a BlackBerry Enterprise Server component fails over to a standby BlackBerry Enterprise Server component, the BlackBerry Monitoring Service changes the status of the standby component to primary in the BlackBerry Monitoring Service console. The BlackBerry Monitoring Service does not change the status of load-balanced components in the BlackBerry Monitoring Service console. The status of load-balanced components in the BlackBerry Monitoring Service console is always primary. A failover stops the operation of specific components. The BlackBerry Monitoring Service console does not display components that the failover process stops. Standby BlackBerry Enterprise Server component High availability type Status of standby component in the BlackBerry Monitoring Service console BlackBerry Attachment Service load-balanced pool primary, no change BlackBerry Messaging Agent failover standby BlackBerry Controller failover standby BlackBerry Dispatcher failover standby BlackBerry Collaboration Service failover standby BlackBerry MDS Connection Service failover standby BlackBerry Policy Service failover not displayed BlackBerry Router load-balanced pool primary, no change BlackBerry Synchronization Service failover not displayed Monitoring hung threads for the BlackBerry Messaging Agent You can create a threshold for the BlackBerry Messaging Agent to detect hung threads. A hung thread might prevent BlackBerry device users in your organization's BlackBerry Domain from sending or receiving messages. If you configure the BlackBerry Monitoring Service to receive SNMP trap messages from the BlackBerry Enterprise Server instances, the BlackBerry Monitoring Service console displays the messages about hung threads for the BlackBerry Messaging Agent in the messages area. 15

18 Monitoring hung threads for the BlackBerry Messaging Agent Monitor hung threads for the BlackBerry Messaging Agent If the BlackBerry Messaging Agent experiences a hung thread, the BlackBerry Messaging Agent sends an SNMP trap message to the BlackBerry Monitoring Service within 50 minutes of experiencing the hung thread. If you create a threshold to monitor hung threads for the BlackBerry Messaging Agent, the threshold goes into an alarm state when the BlackBerry Monitoring Service receives the SNMP trap message from the BlackBerry Messaging Agent. 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components > Messaging Agent. 2. Click an instance. 3. On the Statistics tab, click Hung threads. 4. In the Rule section, click Add rule. 5. In the Rule section, select the Active check box. 6. Perform one of the following tasks: Task Create a rule using appropriate conditions for the default behavior of the BlackBerry Messaging Agent. If you changed the registry settings for the number of times that the BlackBerry Messaging Agent sends SNMP trap messages when the BlackBerry Messaging Agent experiences a hung thread, create a rule using conditions that are appropriate for the changes that you made to the registry settings. Steps a. In the If VALUE is drop-down list, click If change in VALUE is. b. In the less than drop-down list, click greater than. c. In the first field from the left, type 0. d. In the second field from the left, type 10. e. In the minute drop-down list, click minute. f. In the warning drop-down list, click the alarm severity for the rule. Use the drop-down lists to specify the conditions of the rule. 7. If you configured BlackBerry Messaging Agent high availability, in the Scope section, in the High Availability Scope drop-down list, click one of the following options: To continue monitoring a BlackBerry Enterprise Server component after a failover occurs, click Both Primary/Active and Standby. To monitor a component of the primary BlackBerry Enterprise Server instance, click Primary/Active Only. To monitor a component of the standby BlackBerry Enterprise Server instance, click Standby only. 8. Click Save. 9. Click Save. 16

19 BlackBerry Enterprise Server components that the BlackBerry Monitoring Service cannot monitor BlackBerry Enterprise Server components that the BlackBerry Monitoring Service cannot monitor BlackBerry Enterprise Server components send SNMP data to the BlackBerry Monitoring Service. The BlackBerry Monitoring Service uses the SNMP data to monitor the components in the BlackBerry Monitoring Service console. A BlackBerry Router or BlackBerry Controller that is located on a computer that is separate from the computer that hosts the BlackBerry Enterprise Server does not send SNMP data to the BlackBerry Monitoring Service. 17

20 Monitoring BlackBerry devices and user activity Monitoring BlackBerry devices and user activity 3 Search for a user account Before you begin: Turn on monitoring for the BlackBerry Enterprise Server. If you do not turn on monitoring, you cannot click user accounts in the search results. 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. 2. Click Monitor Users. 3. Perform one of the following actions: To search for all user accounts, click Search. To search for specific user accounts, specify the search criteria. Click Search. 4. Click the display name for the user account. Viewing configuration settings and activity levels of data attributes of BlackBerry device users The BlackBerry Monitoring Service console shows configuration settings and activity levels of data attributes of a BlackBerry device user. You can view the configuration settings to identify information such as the BlackBerry device PIN or the IT policies that you applied to the BlackBerry device user. You can view a data attribute to identify the current activity level or status of the BlackBerry device user and you can define thresholds that you can use to monitor a data attribute of a BlackBerry device user. You cannot define thresholds to monitor configuration settings for a BlackBerry device. View configuration settings and activity levels of data attributes of BlackBerry device users 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. 2. Click Monitor Users. 3. Search for a user account. 4. Click the display name for the user account. 5. On the appropriate tab, locate the configuration settings or data attributes that you want to view. Related topics Create a threshold that you can use to monitor a data attribute of a BlackBerry device user, 24 18