BlackBerry Enterprise Server

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

Published: 2011-03-07 SWD-1398426-0307061008-001

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... 10 Turn on monitoring for a BlackBerry Enterprise Server... 11 Turn on monitoring for a non-snmp server... 11 2 Monitoring BlackBerry Enterprise Server components... 12 Viewing configuration settings and activity levels of data attributes of BlackBerry Enterprise Server components... 12 View configuration settings and activity levels of data attributes of BlackBerry Enterprise Server components... 12 Generate a graph that shows data for a BlackBerry Enterprise Server component... 12 Data attributes of the BlackBerry Configuration Database... 13 Monitor the BlackBerry Configuration Database... 13 Data attributes of the BlackBerry Configuration Database connections... 13 Monitor connections to the BlackBerry Configuration Database... 14 Monitoring BlackBerry Enterprise Server components that you configured for high availability... 14 Status of BlackBerry Enterprise Server components in the BlackBerry Monitoring Service console after a failover occurs... 15 Monitoring hung threads for the BlackBerry Messaging Agent... 15 Monitor hung threads for the BlackBerry Messaging Agent... 16 BlackBerry Enterprise Server components that the BlackBerry Monitoring Service cannot monitor... 17 3 Monitoring BlackBerry devices and user activity... 18 Search for a user account... 18 Viewing configuration settings and activity levels of data attributes of BlackBerry device users... 18 View configuration settings and activity levels of data attributes of BlackBerry device users... 18 Monitor user accounts that are not initialized... 19 BlackBerry device diagnostic test... 19 Run a diagnostic test for a BlackBerry device from the BlackBerry Monitoring Service console... 20 Run a diagnostic test for a BlackBerry device from the BlackBerry device... 20

Ping a BlackBerry device... 21 4 Using thresholds to monitor BlackBerry Enterprise Server components and BlackBerry device users... 22 Creating thresholds, rules, and alarms... 22 Rule types... 22 Create a threshold that you can use to monitor a BlackBerry Enterprise Server component... 23 Create a threshold that you can use to monitor a data attribute of a BlackBerry device user... 24 Changing and deleting rules... 25 Changing the order that rules appear in the BlackBerry Monitoring Service console... 26 Specify a threshold maintenance window... 27 5 Alarms... 28 Identifying alarms... 28 Color, state, and severity of alarm icons... 28 Identifying alarms and alarm severity in the alarm panel... 28 Check for alarms for a BlackBerry Enterprise Server component or BlackBerry device user... 29 Managing alarms in the alarm panel... 29 Sort thresholds in the alarm panel... 29 Suspend and resume alarms... 30 Delete alarms... 30 6 Configuring notification messages... 31 Configuring how the BlackBerry Monitoring Service sends notification messages... 31 Configure the BlackBerry Monitoring Service to send notification messages to email addresses through a messaging server in your organization's environment... 31 Configure the BlackBerry Monitoring Service to send SMS text messages... 31 Changing the email address that the BlackBerry Monitoring Service uses to send PIN messages... 32 Creating contacts... 32 Adding addresses to the BlackBerry Monitoring Service console so that you can create contacts... 32 Create contacts... 34 Change contact information... 34 Delete contacts... 34 Receiving SNMP trap messages... 35 Receive SNMP trap messages from BlackBerry Enterprise Server instances... 35 7 Messages in the messages area of the BlackBerry Monitoring Service console... 36 Viewing messages... 36 View messages... 36 Delete messages... 36

8 Reports... 37 Generating reports about BlackBerry device users and BlackBerry Enterprise Server components... 37 Generate and view a default report about BlackBerry device users... 37 Generate a custom report about BlackBerry device users or a BlackBerry Enterprise Server component... 37 Generate a custom report using report settings that you saved... 38 View generated reports... 38 Delete generated reports... 39 9 Managing servers... 40 Managing server maintenance windows... 40 Specify maintenance windows... 40 Clear maintenance windows... 40 Configuring SNMP server monitoring... 41 Test configuration settings for servers that the BlackBerry Monitoring Service uses SNMP to monitor.. 41 Change SNMP port numbers and community names... 41 Configuring non-snmp server monitoring... 42 Change how often the BlackBerry Monitoring Service collects data from a server that it does not use SNMP to monitor... 42 Change the key store password for the certificate that the BlackBerry Monitoring Service console uses... 42 Import a new SSL certificate for the BlackBerry Monitoring Service... 43 10 BlackBerry Monitoring Service log files... 45 Changing how BlackBerry Monitoring Service components create log files... 45 Change the maximum size of the log file for a BlackBerry Monitoring Service component... 45 Change the logging level for a BlackBerry Monitoring Service component... 45 Create a new log file for a BlackBerry Monitoring Service component when the current log file reaches the maximum size... 46 Change the identifier for the log file of a BlackBerry Monitoring Service component... 46 Prevent a BlackBerry Monitoring Service component from creating a daily log file... 46 Change when a BlackBerry Monitoring Service component deletes log files... 47 Change the character encoding of the log file for a BlackBerry Monitoring Service component... 47 11 BlackBerry Threshold Analysis Tool... 48 Creating thresholds using the BlackBerry Threshold Analysis Tool... 48 Data attributes that the BlackBerry Threshold Analysis Tool creates thresholds for... 48 Configuring the BlackBerry Threshold Analysis Tool... 51 Sample: BlackBerry Threshold Analysis Tool configuration file... 51 Running the BlackBerry Threshold Analysis Tool... 54

Run the BlackBerry Threshold Analysis Tool... 54 Parameters for running the BlackBerry Threshold Analysis Tool... 55 Best practice: Preventing the BlackBerry Threshold Analysis Tool from overwriting rules that you customized... 56 12 Using SNMP to monitor BlackBerry Enterprise Server components and BlackBerry device users... 57 SNMP components that you can use to monitor BlackBerry Enterprise Server components and BlackBerry device users... 57 SNMP operations that the BlackBerry Enterprise Server supports... 57 MIBs for the BlackBerry Enterprise Server... 58 Configuring SNMP monitoring... 58 System requirements: SNMP monitoring software and settings for the SNMP service... 58 Verifying the SNMP agent settings in the Registry Editor... 59 Compile the MIB for a BlackBerry Enterprise Server and configure the SNMP management tool to receive SNMP data... 59 Configuring SNMP traps... 60 Configure the SNMP trap service... 60 Error binding to Trap Port (162), it may already be in use... 60 13 Troubleshooting... 61 Troubleshooting: BlackBerry Monitoring Service connections... 61 A user cannot log in to the BlackBerry Monitoring Service... 61 14 Glossary... 62 15 Provide feedback... 64 16 Legal notice... 65

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

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 email 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 email messages and email 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 email 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

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 https://<host>:8443/webconsole/app, 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

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

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

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 https://<host>:8443/webconsole/app, 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

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

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

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

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

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 email 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

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

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

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

Monitor user accounts that are not initialized Monitor user accounts that are not initialized You can use the BlackBerry Monitoring Service to monitor user accounts that are not initialized. If a user account is not initialized, the user account is not functioning and the BlackBerry user cannot send or receive email messages. There are different reasons for a user account not being initialized, for example, you added the user account to the BlackBerry Enterprise Server but did not activate the user account, the wireless service provider might be experiencing issues, or the SIM card that is inserted in the device might be damaged or inserted incorrectly. Before you begin: Configure the BlackBerry Monitoring Service to receive SNMP trap messages from BlackBerry Enterprise Server instances. If you do not configure the BlackBerry Monitoring Service to receive SNMP trap messages, you cannot display the reason that a user account is not initialized or the time that the initialization status changed. 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. 2. Click Monitor users. 3. In the Initialization state drop-down list, click Not Initialized. 4. Click Search. 5. In the list of uninitialized user accounts, click the display name for a user account. The reason that the device is not initialized is displayed in red font near the top of the window. Related topics Generate and view a default report about BlackBerry device users, 37 BlackBerry device diagnostic test The BlackBerry device diagnostic test in the BlackBerry Monitoring Service console uses the diagnostic tool client that is located on a BlackBerry device to retrieve diagnostic data for the BlackBerry device. The diagnostic tool client is included in the latest BlackBerry Device Software version. The BlackBerry Monitoring Service console does not display data for a BlackBerry device that does not include the diagnostic tool client. The BlackBerry device diagnostic tool tests connection points in the BlackBerry Infrastructure and BlackBerry Domain. If a BlackBerry device experiences connectivity issues, the BlackBerry Monitoring Service console might not display diagnostic data. Diagnostic data indicates the signal strength of the BlackBerry device and if the BlackBerry device can perform the following actions: connect to the wireless network register with the BlackBerry Infrastructure connect to the BlackBerry Infrastructure send a PIN message to the BlackBerry Enterprise Server 19

BlackBerry device diagnostic test Run a diagnostic test for a BlackBerry device from the BlackBerry Monitoring Service console Because the BlackBerry Synchronization Service uses a 20 minute polling cycle to process requests, the diagnostic test returns results within approximately 40 minutes of a request. It takes 20 minutes for the BlackBerry Synchronization Service to send the diagnostic test request to the BlackBerry device and 20 minutes for the BlackBerry Synchronization Service to retrieve the diagnostic test results. Before you run the diagnostic test, ping the BlackBerry device to verify that the BlackBerry device is not experiencing connectivity issues. Before you begin: The BlackBerry device must include the diagnostic tool client which is part of the latest version of the BlackBerry Device Software. 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. Click Run diagnostic test. 6. After approximately 40 minutes, on the Device Diagnostics statistics tab, in the Configuration section, check the Time stamp value to determine whether the diagnostic test results are current. If the diagnostic test results are not current, the BlackBerry Monitoring Service console displays the results of a previous diagnostic test. Run a diagnostic test for a BlackBerry device from the BlackBerry device The BlackBerry device stores the diagnostic test results and can display the results to BlackBerry device users. The BlackBerry Synchronization Service synchronizes the diagnostic test results with the BlackBerry Enterprise Server over the wireless network. Before you begin: The BlackBerry device must include the diagnostic tool client which is part of the latest version of the BlackBerry Device Software. 1. On the BlackBerry device, in the device options, click Mobile Network. 2. Press the Menu key. 3. Click Diagnostics Test. 4. Press the Menu key. 5. Click Run. After you finish: To send the test results in an email message, press the Menu key. Click Email Report or PIN Report. In the To field, type the recipient's email address. On the menu, click Send. 20

Ping a BlackBerry device Ping a BlackBerry device You can ping a BlackBerry device to determine if you can exchange email messages with the BlackBerry device, and to determine the response time of the BlackBerry device in seconds. 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. Click Run ping test. 21

Using thresholds to monitor BlackBerry Enterprise Server components and BlackBerry device users Using thresholds to monitor BlackBerry Enterprise Server components and BlackBerry device users 4 Creating thresholds, rules, and alarms You can use the BlackBerry Monitoring Service console to create a threshold that determines when a data attribute of a BlackBerry Enterprise Server component or BlackBerry device user is in an alarm state. You can create a threshold by defining one or more rules for a threshold. When you define a rule for a threshold, you specify the activity levels of a data attribute that you want to monitor and an alarm severity to categorize the activity level. The BlackBerry Monitoring Service console displays a value that indicates the current activity level for a data attribute. For example, the BlackBerry Monitoring Service console displays the number of threads that are running for the BlackBerry Attachment Service when you view the Processing threads data attribute. After you create a threshold for a data attribute of a BlackBerry Enterprise Server component or BlackBerry device user and the activity level of the data attribute of the component or BlackBerry device user meets the conditions of a rule for the threshold, the BlackBerry Monitoring Service generates a notification message and displays an alarm in the BlackBerry Monitoring Service console. Thresholds and rules can have one of the following alarm states: fail state of error fail state of warning fail state of critical pass state not configured For example, if you create a rule with an alarm severity of critical, any activity of the data attribute that meets the conditions of the rule causes the BlackBerry Monitoring Service to change the alarm state of the data attribute to critical. The BlackBerry Monitoring Service console contains default thresholds that you can use to monitor the connection status of the BlackBerry Enterprise Server components. The BlackBerry Monitoring Service changes the alarm state to critical for a component that is not connected. You can use the BlackBerry Monitoring Service console to change or delete default thresholds. Rule types Rule type value-based Description You can use a value-based rule to identify when a data attribute meets one of the following conditions: the value of the data attribute is less than a value that you specify the value of the data attribute is greater than a value that you specify 22

Creating thresholds, rules, and alarms Rule type time-based Description the value of the data attribute equals a value that you specify the value of the data attribute is not equal to a value that you specify the value of the data attribute is within two values of the value that you specify You can use a time-based rule to identify when a value for a data attribute changes during a specific period of time. For example, use a time-based rule to identify when the value of a data attribute changes by x amount within x minutes. Create a threshold that you can use to monitor a BlackBerry Enterprise Server component 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 tab for the data attribute that you want to monitor, click the data attribute. 5. In the Rule section, click Add rule. 6. In the Rule section, select the Active check box. 7. Use the drop-down lists to specify the conditions of the rule. 8. For BlackBerry Enterprise Server components that you configured for high availability, in the Scope section, in the High Availability Scope drop-down list, click one of the following options: To continue monitoring a 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. 9. Click Save. 10. Click Save. Example: Monitoring how much memory the BlackBerry Dispatcher component uses If you want to configure a warning for when the BlackBerry Dispatcher uses more than 15,000 KB of memory, you can create a value-based threshold for the Memory use data attribute. In the Rule section, specify the following values: If VALUE is greater than 15000 Warning 23

Creating thresholds, rules, and alarms Create a threshold that you can use to monitor a data attribute of a BlackBerry device user You can create a threshold that you can use to monitor a data attribute of a BlackBerry device user. You can monitor activity such as the total number of email messages that are pending delivery to the BlackBerry device. 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 tab for the data attribute of the BlackBerry device user that you want to monitor, click the data attribute. 6. In the Rule section, click Add rule. 7. In the Rule section, select the Active check box. 8. In the drop-down lists and fields, specify the conditions of the rule. 9. Click Save. 10. Click Save. Example: Monitoring how often an encryption key is generated for a BlackBerry device If you want to monitor how often an encryption key is generated for a BlackBerry device and you want to create multiple alarm severities, you can create a threshold for the data attribute that is named Last generation time for the encryption key if you define multiple time-based rules for the threshold. The order that you create rules for a threshold in determines the priority of the rules. For example, the first rule that you created is the highest priority. To create the first rule, in the Rule section, specify the following values: If elapsed time since VALUE is greater than 45 Day Critical To create the second rule, in the Rule section, specify the following values: If elapsed time since VALUE is greater than 30 Day Error To create the third rule, in the Rule section, specify the following values: If elapsed time since VALUE is greater than 24

Creating thresholds, rules, and alarms 21 Day Warning Changing and deleting rules Change the conditions of a rule 1. Perform one of the following tasks: Task Locate a rule for a data attribute of a BlackBerry Enterprise Server component. Locate a rule for a data attribute of a BlackBerry device user. Steps a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. b. Expand a component. c. Click an instance of a component. a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. b. Click Monitor Users. c. Search for a user account. d. Click the display name for the user account. 2. On the tab for the data attribute you want to change a rule for, click the data attribute. 3. In the Rule section, in the Actions column, click the wrench icon for the rule that you want to change. 4. In the Rule section, change the conditions of the rule. 5. Click Save. 6. Click Save. Delete a rule 1. Perform one of the following tasks: Task Locate a rule for a data attribute of a BlackBerry Enterprise Server component. Steps a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. b. Expand a component. c. Click an instance of a component. 25

Creating thresholds, rules, and alarms Task Locate a rule for a data attribute of a BlackBerry device user. Steps a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. b. Click Monitor Users. c. Search for a user account. d. Click the display name for the user account. 2. On the tab for the data attribute you want to delete a rule for, click the data attribute. 3. In the Rule section, in the Actions column, click the trash can icon for the rule that you want to delete. 4. Click Yes - delete the rule. Changing the order that rules appear in the BlackBerry Monitoring Service console When you create multiple rules, the BlackBerry Monitoring Service console lists the rules in the order that you create them. When the conditions of a rule are met, the BlackBerry Monitoring Service updates the alarm state of a threshold with the alarm severity of the first rule that you create for the threshold. For example, if the rule generates an alarm severity of warning, a yellow icon displays the alarm severity of warning in the BlackBerry Monitoring Service console and the BlackBerry Monitoring Service generates a warning alarm. If you create a second rule for a threshold with an alarm severity of critical, the BlackBerry Monitoring Service maintains the alarm severity of warning for the threshold. To update the threshold with the alarm severity of critical (a red icon), you can reorder the rules manually so that the BlackBerry Monitoring Service processes the rule with the alarm severity of critical first. Change the order of rules for a threshold 1. Perform one of the following tasks: Task Locate a threshold for a data attribute of a BlackBerry Enterprise Server component. Locate a threshold for a data attribute of a BlackBerry device user. Steps a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. b. Expand a component. c. Click an instance of a component. a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. b. Click Monitor Users. c. Search for a user account. d. Click the display name of the user account. 2. On the tab for the data attribute that you want to reorder rules for, click the data attribute. 26

Creating thresholds, rules, and alarms 3. In the Rule section, in the Actions column, click the up arrow and down arrow icons to reorder the rules. 4. Click Save. Specify a threshold maintenance window You can specify a threshold maintenance window so that you can suspend threshold monitoring for a recurring period of time. If you also specify a server maintenance window, the BlackBerry Monitoring Service does not monitor the threshold for the entire time that the two maintenance windows occur. 1. Perform one of the following tasks: Task Locate a threshold for a data attribute of a BlackBerry Enterprise Server component. Locate a threshold for a data attribute of a BlackBerry device user. Steps a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. b. Expand a component. c. Click an instance of a component. a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. b. Click Monitor Users. c. Search for a user account. d. Click the display name for the user account. 2. On the tab for the data attribute that has the threshold that you want to schedule a maintenance window for, click the data attribute. 3. Click Edit threshold maintenance window. 4. Specify the day and time that you want the maintenance window to occur at. 5. Click Save. 6. Click Save. 27

Alarms Alarms 5 Identifying alarms If the thresholds that you created for data attributes of the BlackBerry Enterprise Server components or BlackBerry device users are in a pass state or fail state, the BlackBerry Monitoring Service console displays alarm icons beside the alarm panel, BlackBerry solution topology, or users area. Color, state, and severity of alarm icons Alarm icon Alarm state Description none pass fail fail fail You did not define or activate a threshold for the data attribute. The conditions of the rules for the threshold are not met. The threshold has an alarm severity of warning (low). The threshold has an alarm severity of error (medium). The threshold has an alarm severity of critical (high). Identifying alarms and alarm severity in the alarm panel In the BlackBerry Monitoring Service console, in the alarm panel, you can view the list of thresholds for data attributes of BlackBerry Enterprise Server components or BlackBerry device users that are in a fail state. Thresholds that are in a fail state have an alarm severity of critical, error, or warning. When you create a rule for a threshold, you must specify an alarm severity for the rule. When the activity of the data attribute that you created a threshold for meets the conditions of a rule, the threshold goes into a fail state. When the threshold goes into a fail state, the alarm panel in the BlackBerry Monitoring Service console displays the threshold with the following information: date and time that the threshold went into a fail state alarm severity (critical, error, or warning) name of the computer that hosts the BlackBerry Enterprise Server component or BlackBerry device user name and data attribute of the component or the display name for the BlackBerry device user and data attribute of the BlackBerry device user The alarm panel displays the alarm state of each threshold using alarm icons. A threshold can have multiple rules, and each rule can have a different alarm severity, but the alarm panel can display only one alarm icon for a threshold. The alarm panel displays the alarm icon for a threshold in a fail state in the color that represents the alarm severity that is the highest priority. The order that you create rules for a threshold in determines the priority of the rules; for example, where the first rule that you created is the highest priority. You can change the priority of the rules for a threshold if you change the order of the rules manually. 28

Managing alarms in the alarm panel Check for alarms for a BlackBerry Enterprise Server component or BlackBerry device user To determine if the thresholds that you created are in a pass state or fail state, you can check the color of the alarm icons in the BlackBerry solution topology and users area in the monitoring menu of the BlackBerry Monitoring Service console. In the BlackBerry solution topology, you can view alarm icons for the BlackBerry Domain, BlackBerry Enterprise Server instances, and BlackBerry Enterprise Server components. The alarm icons are located beside the names of the tabs in the BlackBerry Monitoring Service console. The alarm icon that is located beside the name of a tab is the same color as the alarm with the highest severity for a threshold of a data attribute that appears on the tab. 1. Perform one of the following tasks: Task Steps Check for alarms for a component a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. Check for alarms for a BlackBerry device user b. Expand a component. c. Click an instance of the component. a. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. b. Click Monitor Users. c. Search for a user account. d. Click the display name for the user account. 2. On the appropriate tab, check the pass state or fail state of the thresholds for the data attributes of the BlackBerry Enterprise Server components or BlackBerry device users. Managing alarms in the alarm panel Sort thresholds in the alarm panel You can sort thresholds in the alarm panel of the BlackBerry Monitoring Service console using the following information: date and time that the thresholds went into an alarm state alarm severity of the thresholds computers that host the BlackBerry Enterprise Server components that have thresholds in an alarm state 29

Managing alarms in the alarm panel BlackBerry Enterprise Server components and data attributes of the BlackBerry Enterprise Server components that have a threshold that is in an alarm state or BlackBerry device users and data attributes of the BlackBerry device users that have a threshold that is in an alarm state 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, click Alarm Panel. 2. Click the appropriate column header. Suspend and resume alarms 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, click Alarm Panel. 2. Perform one of the following actions: To suspend one alarm, click Suspend beside the appropriate alarm. To suspend all alarms, click Suspend all. After you finish: To re-activate one or more of the alarms, perform one of the following actions: To re-activate one alarm, click Resume beside the appropriate alarm. To re-activate all alarms, click Resume all. Delete alarms 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, click Alarm Panel. 2. Perform one of the following actions: To delete one alarm, click Clear beside the appropriate alarm. To delete all alarms or all alarms that are the same alarm severity, in the Clear drop-down list, click the appropriate option. Click Clear. 30

Configuring notification messages Configuring notification messages 6 Configuring how the BlackBerry Monitoring Service sends notification messages Configure the BlackBerry Monitoring Service to send notification messages to email addresses through a messaging server in your organization's environment To send notification email messages to contacts, you must provide the BlackBerry Monitoring Service with the SMTP settings for the messaging server. The messaging server must be located on the same network as the computer that hosts the BlackBerry Monitoring Service. If the messaging server requires SMTP authentication, you must specify the name and password of a user account with the appropriate SMTP permissions in the BlackBerry Monitoring Service console. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications > Notification services. 2. Click Email. 3. Click Edit configuration. 4. Add the SMTP settings for the messaging server. 5. To test the SMTP settings, send a test email message. a. In the Test address field, type your email address. b. Click Test email. c. Check the inbox of your email account to confirm that the BlackBerry Monitoring Service sent the test email message. 6. Click Save. Configure the BlackBerry Monitoring Service to send SMS text messages To send notification messages as SMS text messages from the BlackBerry Monitoring Service to contacts, you must connect a wireless modem that supports the AT command set to the computer that hosts the BlackBerry Monitoring Service. The BlackBerry Monitoring Service is designed to detect a modem after you connect it to the computer that hosts the BlackBerry Monitoring Service. You cannot use a BlackBerry device as a modem to send SMS text messages. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications > Notification services. 2. Click SMS. 3. In the Device drop-down list, click the modem. 4. To test that the BlackBerry Monitoring Service sends SMS text messages, send a test SMS text message. 31

Creating contacts a. In the Test SMS field, type the phone number that supports SMS text messages. b. Click Test SMS. c. Check the BlackBerry device to confirm that the BlackBerry Monitoring Service sent the test SMS text message. 5. Click Save. Changing the email address that the BlackBerry Monitoring Service uses to send PIN messages The BlackBerry Monitoring Service can send notification messages as PIN messages to contacts. The email address in the From field of the PIN messages is the same email address that the BlackBerry Administration Service uses to send BlackBerry Enterprise Server system messages. You can change the email address in the BlackBerry Administration Service. For more information about specifying an email address for the BlackBerry Administration Service, see the BlackBerry Enterprise Server Administration Guide. Creating contacts You can create contacts and configure the BlackBerry Monitoring Service to send notification messages to one or more intended recipients using email addresses, PINs, phone numbers that support SMS text messages, or IP addresses that can receive SNMP trap messages. If a threshold goes into a pass state or fail state, the BlackBerry Monitoring Service sends notification messages to recipients that you specified in the BlackBerry Monitoring Service console when you created the contacts. Before you can create contacts, you must add email addresses, PINs, phone numbers that support SMS text messages, or IP addresses to the BlackBerry Monitoring Service console. Adding addresses to the BlackBerry Monitoring Service console so that you can create contacts Add email addresses for recipients that do not belong to the BlackBerry Domain that the BlackBerry Monitoring Service monitors The BlackBerry Monitoring Service can send notification messages to any active email address. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications. 2. Click Manage addresses. 3. Click Create new email or trap IP address. 4. In the Type drop-down list, click Email. 5. In the Address field, type the email address. 6. Click Save. 32

Creating contacts Add an IP address so that you can send SNMP trap messages to computers that are not in your organization's environment You can configure the BlackBerry Monitoring Service and your organization's firewalls so that the BlackBerry Monitoring Service can send notification messages as SNMP trap messages to computers that are not in your organization's environment. In the BlackBerry Monitoring Service console, you must configure the computers to receive SNMP trap messages, and you must specify the IP address, SNMP port number, and SNMP community name of the computers. By default, if you do not provide the BlackBerry Monitoring Service console with this information, the BlackBerry Monitoring Service uses port 162 and the community name "public" when it sends SNMP trap messages to the computer. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications. 2. Click Manage addresses. 3. Click Create new email or trap IP address. 4. In the Type drop-down list, click Trap. 5. In the Address field, type the IP address. 6. To specify the SNMP port number and SNMP community name of the computer, in the Address field, after the IP address, type the SNMP port number and SNMP community name using the following format: <ip_address>:<port_number>:<community>. 7. Click Save. Add contact information for a BlackBerry device user in your organization's BlackBerry Domain You can add the email address, PIN, or phone number of BlackBerry device users that are part of your organization's BlackBerry Domain to the list of addresses in the BlackBerry Monitoring Service console that you use to create contacts. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications. 2. Click Manage addresses. 3. Click Search BlackBerry enabled users for email, PIN or SMS address. 4. Perform one of the following actions: To search for all user accounts, click Search. To search for a specific user account, specify search criteria. Click Search. 5. Click the display name for the user account. 6. Perform any of the following actions: To add the email address of the user account, click Add email address to the address list. To add the PIN of the user account, click Add PIN address to the address list. To add the phone number of the user account, click Add SMS address to the address list. 33

Creating contacts Create contacts Before you begin: Add email addresses, PINs, phone numbers that support SMS text messages, and IP addresses for SNMP trap messages to the BlackBerry Monitoring Service console so that you can create a list of addresses that you can use to create contacts. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications. 2. Click Manage contacts. 3. Click Create new contact. 4. In the Name field, type the name of the contact. 5. To specify the alarm severities that the BlackBerry Monitoring Service notifies the contact about, in the Severity levels section, select the critical, warning, or error check boxes. 6. To send a notification message to the contact when a threshold goes into a pass state, select the Notify on pass check box. 7. To send a notification message to the contact when the BlackBerry Monitoring Service receives an SNMP trap message, select the Notify on event check box. 8. To add addresses to the contact, in the Available addresses list, select the addresses and click Add. 9. To specify the BlackBerry Enterprise Server components that have thresholds that you want to notify the contact about, perform the following actions: a. In the Available servers list, select the names of the computers that host the BlackBerry Enterprise Server components. b. Click Add. 10. Click Save. Change contact information 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications. 2. Click Manage contacts. 3. In the Name column, click the name of the contact. 4. Click Edit configuration. 5. Change the appropriate settings. 6. Click Save. Delete contacts 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications. 2. Click Manage contacts. 3. In the Name column, click the name of the contact. 4. Click Delete. 34

Receiving SNMP trap messages Receiving SNMP trap messages You can configure the BlackBerry Monitoring Service to receive SNMP trap messages from the BlackBerry Enterprise Server instances so that you can obtain information about the activity and connection status of the BlackBerry Enterprise Server instances and components from the SNMP trap messages. SNMP trap messages are listed in the messages area of the BlackBerry Monitoring Service console. If the computer that hosts the BlackBerry Monitoring Service has multiple IP addresses, you can specify which IP address receives SNMP trap messages. If you do not specify an IP address, and the computer that hosts the BlackBerry Monitoring Service has multiple IP addresses, the BlackBerry Monitoring Service will check all of the IP addresses for incoming SNMP trap messages. By default, if you do not provide an SNMP port number or SNMP community name, the BlackBerry Monitoring Service uses port 162 and the community name "public" to receive SNMP trap messages. Do not install a third-party SNMP trap viewer on the computer that hosts the BlackBerry Monitoring Service because the BlackBerry Monitoring Service might not receive or display the SNMP trap messages. Receive SNMP trap messages from BlackBerry Enterprise Server instances Before you begin: You must configure the computers that host the BlackBerry Enterprise Server instances to send SNMP trap messages to the computer that hosts the BlackBerry Monitoring Service. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Incoming traps. 2. Click Manage traps. 3. Click Edit configuration. 4. Select the Trap listener enabled check box. 5. To receive SNMP trap messages from a specific computer, perform the following actions: In the Trap IP field, type the IP address of the computer that you want to receive SNMP trap messages from. In the Trap port field, type the port number of the computer that you want to receive SNMP trap messages from. In the Community field, type the community name of the computer that you want to receive SNMP trap messages from. 6. Click Save. 35

Messages in the messages area of the BlackBerry Monitoring Service console Messages in the messages area of the BlackBerry Monitoring Service console 7 Viewing messages The BlackBerry Monitoring Service creates a message in the messages area of the BlackBerry Monitoring Service console when one of the following events occurs: threshold goes into an alarm state threshold goes into a pass state BlackBerry Monitoring Service receives an SNMP trap message BlackBerry Monitoring Service cannot connect to the BlackBerry Administration Service BlackBerry Enterprise Server instance fails over Each message in the messages area includes the date, time, and a short description of the event that occurred. View messages 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, click Messages. 2. Click the envelope icon beside the appropriate message. Delete messages 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, click Messages. 2. Perform one of the following actions: To delete one message, click Delete beside the appropriate message. To delete all of the messages, click Delete all messages. 36

Reports Reports 8 Generating reports about BlackBerry device users and BlackBerry Enterprise Server components You can use the BlackBerry Monitoring Service console to view a summary of the activity of BlackBerry device users or BlackBerry Enterprise Server components and generate default reports and custom reports. Default reports contain data about BlackBerry device users only and you cannot customize default reports. Custom reports contain data about BlackBerry Enterprise Server components or BlackBerry device users, and you can specify the data that the custom reports include. Default reports and custom reports include current data only; you cannot generate a report for a specific period of time or previous date. After you log out of the BlackBerry Monitoring Service console, the BlackBerry Monitoring Service does not save reports that you generated. You can save the settings that you specified for a custom report and generate a new report using the same settings the next time that you log in to the BlackBerry Monitoring Service console. Each time you generate a custom report using saved settings, the report contains current data. Generate and view a default report about BlackBerry device users You can generate default reports to view data about all of the BlackBerry device users in your organization's BlackBerry Domain. 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Reporting. 2. Click Create quick report. 3. In the Report format section, select one of the following report formats: HTML PDF CSV 4. In the Quick report title section, click one of the following report types: All users All users by last contact All users by server All uninitialized users 5. Click View report requests. 6. In the Title column, click the report. Generate a custom report about BlackBerry device users or a BlackBerry Enterprise Server component 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Reporting. 2. Click Create custom report. 37

Generating reports about BlackBerry device users and BlackBerry Enterprise Server components 3. In the Select report type drop-down list, perform one of the following actions: Click User. Click a BlackBerry Enterprise Server component. 4. In the Select server drop-down list, perform one of the following actions: Click the name of the server that hosts the BlackBerry Enterprise Server component or the group of BlackBerry device users that you want to generate a report for. Click All BlackBerry Enterprise Server instances. 5. In the Report title field, type a name for the report. 6. In the Available columns list, click a maximum of eight columns to include in the custom report. 7. Click Add. 8. To change the order of columns in the custom report, perform the following actions: a. In the Report columns list, click a column name. b. To move the column name up or down in the list, click the up arrow or down arrow icon. 9. In the Select sort key drop-down list, click the column name that you want to use to sort the results of the custom report. 10. In the Select report format section, select the format for the custom report. 11. To limit the number of records that the BlackBerry Monitoring Service returns in the custom report, perform the following actions: Clear the All check box. In the Show rows field, type the number of records. 12. To save the report settings so that you can generate a new report using the same settings later, select the Save report configuration check box. 13. Click Generate report. Generate a custom report using report settings that you saved Before you begin: Create a custom report and save the report settings so that you can generate a new report using the same report settings later. 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Reporting. 2. Click Create custom report. 3. In the Saved report configurations section, click the name of the report. 4. Click Generate report. View generated reports 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Reporting. 2. Click View generated reports. 3. In the Title column, click the appropriate report. 38

Generating reports about BlackBerry device users and BlackBerry Enterprise Server components Delete generated reports 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Reporting. 2. Click View generated reports. 3. Click the trash can icon beside the appropriate report. 4. Click OK. 39

Managing servers Managing servers 9 Managing server maintenance windows You can specify server maintenance windows for computers that host BlackBerry Enterprise Server components. You can specify server maintenance windows for periods of time that you want to suspend monitoring of the BlackBerry Enterprise Server components. For example, to prevent thresholds from going into an alarm state because the activity level of a component is low, you can specify that server maintenance windows occur overnight or on weekends when components might experience lower than normal activity levels. You can also specify server maintenance windows for periods of time when a computer undergoes regular or temporary server maintenance because the computer is not in use and the BlackBerry Monitoring Service is not required to be monitoring the computer during this time. If you specify a threshold maintenance window for a data attribute of a component and specify a server maintenance window for the computer that hosts the component to run at different times, the BlackBerry Monitoring Service suspends monitoring of the threshold for the entire time that the threshold maintenance window and server maintenance window are running. Specify maintenance windows 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers. 2. Click Manage servers. 3. Click the wrench icon beside the server that you want to specify a maintenance window for. 4. Perform one of the following tasks: Task Steps Specify regular maintenance windows for a server. a. Click Edit server maintenance window. Specify a temporary maintenance window for a server. a. 5. Click Save. Clear maintenance windows b. Specify one or more start dates and start times and end dates and end times for the maintenance windows. c. Click Save. Click Edit temporary server maintenance window. b. Specify the start date and start time and end date and end time for the temporary maintenance window. c. Click Save. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers. 2. Click Manage servers. 40

Configuring SNMP server monitoring 3. Click the wrench icon beside the server that you want to clear a maintenance window for. 4. Perform one of the following tasks: Task Steps Clear regular maintenance windows for a server. a. Click Edit server maintenance window. Clear a temporary maintenance window for a server. 5. Click Save. b. Clear the check box beside the days that you want to stop running a maintenance window on. c. Click Save. Configuring SNMP server monitoring Click Clear temporary server maintenance window. Test configuration settings for servers that the BlackBerry Monitoring Service uses SNMP to monitor You can test configuration settings for servers that the BlackBerry Monitoring Service uses SNMP to monitor to verify that the BlackBerry Monitoring Service can receive SNMP data about BlackBerry Enterprise Server components. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers. 2. Click Manage servers. 3. Click the wrench icon beside the server that hosts the BlackBerry Enterprise Server component. 4. Click Test configuration settings. Change SNMP port numbers and community names If you change the SNMP port number and community name of a computer that hosts a BlackBerry Enterprise Server component, you can change the SNMP settings for the server in the BlackBerry Monitoring Service console to make sure that the BlackBerry Monitoring Service continues to receive SNMP data about the BlackBerry Enterprise Server component. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers. 2. Click Manage servers. 3. Click the wrench icon beside the server that hosts the BlackBerry Enterprise Server component. 4. In the SNMP configuration section, type the SNMP port number and community information for the server. 5. Click Save. 41

Configuring non-snmp server monitoring Configuring non-snmp server monitoring You can configure settings for servers that the BlackBerry Monitoring Service does not use SNMP to monitor. Change how often the BlackBerry Monitoring Service collects data from a server that it does not use SNMP to monitor You can change how often the BlackBerry Monitoring Service collects data from a server that it does not use SNMP to monitor. By default, the recurrence period is every 10,800 seconds. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers. 2. Click Manage servers. 3. In the Non-SNMP servers section, click the Edit icon beside the server that you want to configure. 4. In the Configuration section, in the Recurrence period field, type a number to specify how often you want the BlackBerry Monitoring Service to collect data from the server. 5. Click Save. Change the key store password for the certificate that the BlackBerry Monitoring Service console uses To change the key store password for the certificate that the BlackBerry Monitoring Service uses for SSL encryption, you must change the password in the BlackBerry Server Configuration dialog box and run the WebGenKey.bat file in a command prompt window. The key store password must contain a minimum of six characters, in alphanumeric format. 1. On the computer that hosts the BlackBerry Monitoring Service, click Start > All Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration. 2. On the Monitoring Console tab, in the Current password field, type the current password. The default password is besbms. 3. In the New password and Confirm new password fields, type the new password. 4. Click OK. 5. On the computer that hosts the BlackBerry Monitoring Service, open a command prompt window. 6. Change the directory to the path where the WebGenKey.bat file is located. The default location of the WebGenKey.bat file is <drive>:\program Files\Research In Motion\BlackBerry Enterprise Server\Monitoring Service\bin. 7. Type WebGenKey.bat. 8. In quotation marks (""), type the path to the Java Development Kit installation. The default location of the JDK is <drive>:\program Files\Java\jdk1.5.0_15. 9. In quotation marks (""), type the path to where you installed the BlackBerry Monitoring Service. 42

Import a new SSL certificate for the BlackBerry Monitoring Service The default location of the BlackBerry Monitoring Service installation is <drive>:\program Files\Research In Motion\BlackBerry Enterprise Server\Monitoring Service. 10. Type the new password. 11. Type the name of the computer that you want to change the key store password for. 12. Press ENTER. 13. In the Windows Services, restart the service for the BlackBerry Monitoring Service console. Example C:\Program Files\Research In Motion\BlackBerry Enterprise Server\Monitoring Service \bin>webgenkey.bat "C:\Program Files\Java\jdk1.5.0_15" "C:\Program Files\Research In Motion\BlackBerry Enterprise Server\Monitoring Service" password server01.test.rim.com Import a new SSL certificate for the BlackBerry Monitoring Service When you install the BlackBerry Monitoring Service, the setup application generates an SSL certificate to make sure that all communication on the HTTPS connection is secure. After the installation process completes, you can choose to import a self-signed SSL certificate or a trusted certificate using the Java keytool. For more information about the Java key and certificate management utility called keytool, visit java.sun.com/ javase/6/docs/technotes/tools/windows/keytool.html. Before you begin: If you want to use a trusted certificate, copy the root certificate of the certification authority to the computer that hosts the BlackBerry Monitoring Service. 1. On a computer that hosts the BlackBerry Monitoring Service, in <drive>:\program Files\Research In Motion \BlackBerry Enterprise Server\Monitoring Service\bin\web.keystore, back up the web.keystore file. 2. Open a command prompt window. 3. Use the Java keytool in <drive>:\program Files\Java\<JRE_version>\bin to generate a new web.keystore file and private key by typing keytool -genkeypair -alias <alias_name> -keypass <password> -storepass <keystore password> -keystore "<drive>:\program Files\Research In Motion\BlackBerry Enterprise Server\Monitoring Service\bin\web.keystore" where <alias_name> is a name that you select, <password> is a password that you create, and <keystore password>is the SSL password that you specified when you installed the BlackBerry Monitoring Service. When the Java keytool prompts you for the first name and last name, type the FQDN of the computer that hosts the BlackBerry Monitoring Service. 4. If you want to use a trusted certificate, use the Java keytool to import the root certificate of the certificate authority by typing keytool -importcert -alias <alias_name> -file <root_certificate_file>.cer -trustcacerts - storepass <keystore password> -keystore "<drive>:\program Files\Research In Motion\BlackBerry Enterprise Server\Monitoring Service\bin\web.keystore" where <alias_name> is a name that you select. 43

Import a new SSL certificate for the BlackBerry Monitoring Service 5. Use the Java keytool to generate a certificate signing request by typing keytool -certreq -alias <alias_name> - file <certreq_filename>.csr -keypass <password> -storepass <keystore password> -keystore "<drive>: \Program Files\Research In Motion\BlackBerry Enterprise Server\Monitoring Service\bin\web.keystore" where <alias_name> is the alias that you created in step 3. 6. Send the certificate signing request to a certificate authority so that the certificate authority can create the certificate. 7. When the certificate authority returns the certificate, copy it into a text file and save it with a.cer file extension. 8. Use the Java keytool to import the certificate to the web.keystore file by typing keytool -importcert -alias <alias_name> -keypass <password> -storepass <keystore password> -keystore "<drive>:\program Files \Research In Motion\BlackBerry Enterprise Server\Monitoring Service\bin\web.keystore" -file "<certificate_filename>.cer" where <alias_name> is the alias that you created in step 3. 9. Use keytool to delete the default SSL certificate that the setup application generated by typing keytool -delete -alias httpssl -storepass <keystore password> -keystore "<drive>:\program Files\Research In Motion \BlackBerry Enterprise Server\Monitoring Service\bin\web.keystore". 44

BlackBerry Monitoring Service log files BlackBerry Monitoring Service log files 10 Changing how BlackBerry Monitoring Service components create log files Change the maximum size of the log file for a BlackBerry Monitoring Service component If the log file of a BlackBerry Monitoring Service component reaches its maximum size, the BlackBerry Monitoring Service either creates a new log file for the component or overwrites the current one, depending on whether you turn on log auto-roll. By default, log auto-roll is turned on for all BlackBerry Monitoring Service components. 1. On the computer that hosts the BlackBerry Monitoring Service, on the taskbar, click Start > All Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration. 2. On the Logging tab, in the BlackBerry Service Log Settings section, locate the subsection for the component that you want to change. 3. In the Debug log size (MB) field, type the file size. To permit the log file to grow indefinitely, type 0. 4. Click OK. 5. In the Windows Services, restart the BlackBerry Monitoring Service services. Change the logging level for a BlackBerry Monitoring Service component You can change the logging level for a BlackBerry Monitoring Service component so that you can specify how much information the BlackBerry Monitoring Service saves in the log files. 1. On the computer that hosts the BlackBerry Monitoring Service, on the taskbar, click Start > All Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration. 2. On the Logging tab, in the BlackBerry Service Log Settings section, locate the subsection for the component that you want to change. 3. In the Debug log level drop-down list, click one of the following log levels: To write error messages to the log files, click 1. To write warning messages to the log files, click 2. To write daily activities to the log files, click 3. To write additional information to the log files that can help you troubleshoot issues with a BlackBerry Monitoring Service component, click 4. 4. Click OK. 5. In the Windows Services, restart the BlackBerry Monitoring Service services. 45

Changing how BlackBerry Monitoring Service components create log files Create a new log file for a BlackBerry Monitoring Service component when the current log file reaches the maximum size If you turn on log auto-roll for a BlackBerry Monitoring Service component, the BlackBerry Monitoring Service creates a new log file for the component when the current log file reaches its maximum size. If you turn off log autoroll for a BlackBerry Monitoring Service component, the BlackBerry Monitoring Service overwrites the current log file for the component when it reaches its maximum size. By default, log auto-roll is turned on for all BlackBerry Monitoring Service components. 1. On the computer that hosts the BlackBerry Monitoring Service, on the taskbar, click Start > All Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration. 2. On the Logging tab, in the BlackBerry Service Log Settings section, locate the subsection for the component that you want to change. 3. In the Debug auto-roll drop-down list, click yes. 4. Click OK. 5. In the Windows Services, restart the BlackBerry Monitoring Service services. Change the identifier for the log file of a BlackBerry Monitoring Service component The name of the log file for a BlackBerry Monitoring Service component contains an identifier so that you can identify the BlackBerry Monitoring Service component that logs information in the log file. For example, a log file that you name BBServer01_BBMS-APP _01_20080120_001.txt uses BBMS-APP as the default identifier for the BlackBerry Monitoring Service Application Core component. 1. On the computer that hosts the BlackBerry Monitoring Service, on the taskbar, click Start > All Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration. 2. On the Logging tab, in the BlackBerry Service Log Settings section, locate the subsection for the component that you want to change. 3. In the Debug log identifier field, type a new identifier name. 4. Click OK. 5. In the Windows Services, restart the BlackBerry Monitoring Service services. Prevent a BlackBerry Monitoring Service component from creating a daily log file 1. On the computer that hosts the BlackBerry Monitoring Service, on the taskbar, click Start > All Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration. 2. On the Logging tab, in the BlackBerry Service Log Settings section, locate the subsection for the component that you want to change. 46

Changing how BlackBerry Monitoring Service components create log files 3. In the Debug log daily file drop-down list, click no. 4. Click OK. 5. In the Windows Services, restart the BlackBerry Monitoring Service services. Change when a BlackBerry Monitoring Service component deletes log files 1. On the computer that hosts the BlackBerry Monitoring Service, on the taskbar, click Start > All Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration. 2. On the Logging tab, in the BlackBerry Service Log Settings section, locate the subsection for the component that you want to change. 3. In the Debug log maximum daily file age field, type the number of days that you want the BlackBerry Enterprise Server to wait before it can delete the log files. To keep the log file indefinitely, type 0. 4. Click OK. 5. In the Windows Services, restart the BlackBerry Monitoring Service services. Change the character encoding of the log file for a BlackBerry Monitoring Service component You can change the character encoding of the log files for a BlackBerry Monitoring Service component so that the encoding supports the tools that you use to parse and examine the log files. You can specify a different character encoding for each BlackBerry Monitoring Service component. You can use the ANSI, UTF-8, and UTF-16LE character encoding methods. 1. On the computer that hosts the BlackBerry Monitoring Service, on the taskbar, click Start > All Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration. 2. On the Logging tab, in the BlackBerry Service Log Settings section, locate the subsection for the component that you want to change. 3. In the Debug log encoding drop-down list, click one of the following character encoding methods: ANSI UTF-8 UTF-16LE 4. Click OK. 5. In the Windows Services, restart the BlackBerry Monitoring Service services. 47

BlackBerry Threshold Analysis Tool BlackBerry Threshold Analysis Tool 11 Creating thresholds using the BlackBerry Threshold Analysis Tool You can use the BlackBerry Threshold Analysis Tool to create thresholds that monitor specific data attributes of the BlackBerry Enterprise Server components that are located in your organization's BlackBerry Domain. After the tool creates thresholds, you can turn off, change, or delete the thresholds in the BlackBerry Monitoring Service console. To create thresholds that are appropriate for the activity levels of a component, the tool uses historical data that is stored in the BlackBerry Monitoring Service database to determine whether the activity level of a component is normal. You must wait a minimum of four weeks after you install and turn on the BlackBerry Monitoring Service to run the tool so that it can accumulate a sufficient amount of historical data to create appropriate thresholds. If you accumulate more than four weeks of historical data, the tool can create thresholds that are more accurate. The tool is designed to use historical data that demonstrates normal activity levels of a component. Do not run the tool if the tool might use historical data that demonstrates abnormal activity levels of a component. You can run the tool so that it uses default settings to create appropriate thresholds, or you can create a configuration file to change the settings that the tool uses to create appropriate thresholds. If you use the default settings, the tool creates thresholds that have the following rules: alarm severity of warning for low activity levels alarm severity of warning for high activity levels You can change the settings in the configuration file so that the tool creates thresholds that have the following rules: alarm severity of warning for low activity levels alarm severity of warning for high activity levels alarm severity of error for low activity levels alarm severity of error for high activity levels alarm severity of critical for low activity levels alarm severity of critical for high activity levels Data attributes that the BlackBerry Threshold Analysis Tool creates thresholds for The BlackBerry Threshold Analysis Tool creates thresholds for specific data attributes of the BlackBerry Enterprise Server components. The tool displays names for the components and data attributes that are different from the names that the BlackBerry Monitoring Service console displays. After you run the tool, the tool lists the components and data attributes that it created thresholds for in a command prompt window and a log file that the tool creates. To locate data attributes in the BlackBerry Monitoring Service console, expand BlackBerry solution topology, BlackBerry Domain, and Components, and locate the component that you want to identify the data attribute for. 48

Data attributes that the BlackBerry Threshold Analysis Tool creates thresholds for Locations and names of data attributes in the BlackBerry Monitoring Service console Names of data attributes that the BlackBerry Threshold Analysis Tool displays in the command prompt window and log file Attachment Service > Statistics > Processing threads DCS_attachmentserver_stats > numprocthreads Attachment Service > Statistics > Failed conversions DCS_attachmentserver_attachmentinfostats > numfailedconversions Messaging Agent > Statistics > Processing queue length DCS_besagent_queuestats > procqlen Messaging Agent > Statistics > Transactions detected during a rescan DCS_besagent_rescanstats > transactionsdetectedviarescan Messaging Agent > Statistics > Processing threads DCS_besagent_threads > numprocthreads Messaging Agent > Messaging statistics > Messages DCS_besagent_emailtostats > expired expired Messaging Agent > Messaging statistics > More requests DCS_besagent_emailcounts > morerequestcount Messaging Agent > Wireless folder management DCS_besagent_otafmstatsto > pending statistics > Messages pending Messaging Agent > Wireless folder management DCS_besagent_otafmstatsfrom > mfh statistics > Messages from Messaging Agent > Messaging server connection > DCS_besagent_mailserverconn_stats > failedconns Failed connections Messaging Agent > Messaging server connection > Average response time DCS_besagent_mailserverconn_avgrspstats > avgrsptime Messaging Agent > Database connections > Errors DCS_besagent_databaseconn_connectionstats > errs Controller > Attachment Service connection > Restarts DCS_controller_attachmentsconn_stats > numrestart Controller > Messaging Agent connection > Restarts DCS_controller_mailagentsconn_stats > numrestart Controller > Synchronization Service connection > DCS_controller_syncsconn_stats > numrestart Restarts Controller > Policy Service connection > Restarts DCS_controller_policysconn_stats > numrestart Controller > MDS Connection Service connection > DCS_controller_mdscsconn_stats > numrestart Restarts Controller > Dispatcher connection > Restarts DCS_controller_dispconn_stats > numrestart Controller > Router connection > Restarts DCS_controller_routerconn_stats > numrestart Dispatcher > Licensing >CALs available DCS_dispatcher_dispatcherlicenseconfig > licenseremaining Dispatcher > Statistics > Processing queue length DCS_dispatcher_dispatcherstats > procqlen Dispatcher > Statistics > Email messages to DCS_dispatcher_cmimestatsto > mth Dispatcher > Statistics > Email messages from DCS_dispatcher_cmimestatsfrom > mfh Dispatcher > Statistics > Calendar messages to DCS_dispatcher_cicalstatsto > mth Dispatcher > Statistics > Calendar messages from DCS_dispatcher_cicalstatsfrom > mfh Dispatcher > Statistics > Address lookup messages to DCS_dispatcher_ alpstatsto > mth Dispatcher > Statistics > Address lookup messages from DCS_dispatcher_ alpstatsfrom > mfh 49

Data attributes that the BlackBerry Threshold Analysis Tool creates thresholds for Locations and names of data attributes in the BlackBerry Monitoring Service console Names of data attributes that the BlackBerry Threshold Analysis Tool displays in the command prompt window and log file Dispatcher > Statistics > Synchronization messages to DCS_dispatcher_syncstatsto > mth Dispatcher > Statistics > Synchronization messages from DCS_dispatcher_syncstatsfrom > mfh Dispatcher > Statistics > IP proxy messages to DCS_dispatcher_ippstatsto > mth Dispatcher > Statistics > IP proxy messages from DCS_dispatcher_ippstatsfrom > mfh Dispatcher > Statistics > Application push messages to DCS_dispatcher_apppushstatsto > mth Dispatcher > Statistics > Application push messages DCS_dispatcher_apppushstatsfrom > mfh from Dispatcher > Statistics > Total messages to DCS_dispatcher_totaltrafficstatsto > mth Dispatcher > Statistics > Total messages from DCS_dispatcher_totaltrafficstatsfrom > mfh Dispatcher > Router SRP connection > Bytes transferred DCS_dispatcher_routersrpconn_srpconnstats > bytestransferred Dispatcher > Database connection > Errors DCS_dispatcher_databaseconn_connectionstats > errs Collaboration Service > Statistics > Processing queue DCS_im_stats > procqlen length Collaboration Service > Statistics > Instant messaging DCS_im_imstats > imkbytes packet size (kilobytes) MDS Connection Service > Statistics > Processing queue DCS_mdscs_stats > procqlen length MDS Connection Service > Statistics > Push connections (packets) DCS_mdscs_mdsstatsfrom > pushconnectionspacketcount MDS Connection Service > Statistics > Active push DCS_mdscs_mdsstatsto > mthconnectionsinmemory connections MDS Connection Service > Statistics > Truncated DCS_mdscs_mdssummary > truncatedconnections connections Policy Service > Statistics > Processing Queue Length DCS_policyserver_stats > procqlen Policy Service > Statistics > Messages pending DCS_policyserver_policystatsto > pending Policy Service > Statistics > Failed requests DCS_policyserver_policystatsfrom > requesterrors Policy Service > Database connection > Errors DCS_policyserver_databaseconn_connectionstats > errs Router > Statistics > Transactions to DCS_router_routertrafficstatsto > mthtransactions Router > Statistics > Transactions from DCS_router_routertrafficstatsfrom > mfhtransactions Router > SRP connection > Bytes transferred DCS_router_srpconn_srpconnstats > bytestransferred Synchronization Service > Statistics > Processing queue DCS_syncserver_stats > procqlen length Synchronization Service > PIM statistics > Transactions DCS_syncserver_pimsyncstatsto > mthtransactions to Synchronization Service > PIM statistics > Transactions DCS_syncserver_pimsyncstatsfrom > mfhtransactions from 50

Configuring the BlackBerry Threshold Analysis Tool Locations and names of data attributes in the BlackBerry Monitoring Service console Synchronization Service > Database connection > Errors Names of data attributes that the BlackBerry Threshold Analysis Tool displays in the command prompt window and log file DCS_syncserver_databaseconn_connectionstats > errs Configuring the BlackBerry Threshold Analysis Tool When you run the BlackBerry Threshold Analysis Tool, it uses default settings to create thresholds and rules. You can create a configuration file that the tool can use to create thresholds and rules using settings that you specify. In the configuration file, you can specify the activity levels of BlackBerry Enterprise Server components that you want to identify as warning, error, or critical. You can also specify the amount of historical data that the tool uses to determine what the BlackBerry Monitoring Service considers normal and abnormal activity levels for the components. The configuration file is not installed during the BlackBerry Monitoring Service installation process. You must create a configuration file and specify the configuration file when you run the tool. Sample: BlackBerry Threshold Analysis Tool configuration file The BlackBerry Threshold Analysis Tool configuration file contains parameters and values that specify how the BlackBerry Threshold Analysis Tool creates thresholds. You can save the configuration file on the computer that hosts the BlackBerry Monitoring Service, in the folder where the thresholdtool.exe file is located. By default, the location of the thresholdtool.exe file is <drive>:\program Files\Research In Motion\BlackBerry Enterprise Server\Monitoring Service\tools. The configuration file must be a.txt file, and use ANSI or UTF-8 encoding. To add comments to the configuration file, precede each comment with a number sign (#). You can type comments after the parameter and value on the same line, or on a new line. In the configuration file, the term data points refers to the amount of historical data that the BlackBerry Threshold Analysis Tool uses to create thresholds. The tool records the values of data attributes every 10 minutes, and stores the values in the BlackBerry Monitoring Service database. Each recorded value is a data point, and after 7 days, the tool accumulates 1008 data points for each data attribute. Sample: Configuration file with default values new proposed rules active = false previous proposed rules deleted = auto number of days to keep historical proposed rules = 30 critical trigger = 0.0% #the percentage symbol is optional error trigger = 0.0% warning trigger = 0.8% number of days in data point window = 30 minimum number of data points required to generate rule = 1000 maximum number of data points used to generate rule = 10000 Parameters 51

Configuring the BlackBerry Threshold Analysis Tool Parameter Permitted values Description new proposed rules active true false previous proposed rules deleted number of days to maintain historical proposed rules auto true false This parameter specifies whether the tool activates the rules it creates. To activate the rules, specify true. The tool adds "Proposed rule" to the notes section for the rule in the BlackBerry Monitoring Service console. If you change the value of this parameter to false after you run the tool with the parameter specified as true, new rules are active and rules that the tool created previously are inactive. The default value is false. This parameter specifies whether the tool deletes all of the rules that it created prior to when you run the tool. If the value is auto, the tool deletes rules it created on the day that you run the tool. If the value is true, the tool deletes all of the rules that it created prior to when you run the tool. If the value is false, the tool deactivates but does not delete rules that it created prior to when you run the tool, and the tool adds "Historical" to the notes section for the rule in the BlackBerry Monitoring Service console for each rule that it created prior to when you run the tool. The default value is auto. 0 to 30 This parameter specifies the number of days that the tool saves rules that it created. The default value is 30. critical trigger 0.0% to 5.0% This parameter specifies the percentage of data attribute activity that the tool uses to determine whether the activity level of a data attribute is abnormally low or abnormally high. This tool uses the values of the highest and lowest activity levels of a data attribute to create two rules with alarm severities of critical. For example, if you configure 0.1% as the value for the critical trigger parameter, the tool uses the lowest and highest values that total 0.1% of the total activity of the data attribute. The default value is 0.0%. 52

Configuring the BlackBerry Threshold Analysis Tool Parameter Permitted values Description error trigger 0.0% to 5.0% This parameter specifies the percentage of data attribute activity that the tool uses to determine whether the activity level of a data attribute is abnormally low or abnormally high. This tool uses the values of the highest and lowest activity levels of a data attribute to create two rules with alarm severities of error. For example, if you configure 0.3% as the value for the error trigger parameter, the tool uses the lowest and highest values that total 0.3% of the total activity of the data attribute. The default value is 0.0%. warning trigger 0.0% to 5.0% This parameter specifies the percentage of data attribute activity that the tool uses to determine whether the activity level of a data attribute is abnormally low or abnormally high. number of days in data point window minimum number of data points required to generate rule maximum number of data points used to generate rule This tool uses the values of the highest and lowest activity levels of a data attribute to create two rules with alarm severities of warning. For example, if you configure 0.8% as the value for the warning trigger parameter, the tool uses the lowest and highest values that total 0.8% of the total activity of the data attribute. If you do not specify the critical trigger or error trigger parameter, the default value is 0.8%. If you specify the critical trigger or error trigger parameter, the default value is 0.0%. 1 to no limit This parameter specifies the number of most recent days that the tool uses historical data from to create thresholds. The default value is 30. 0 to 50,000 This parameter specifies the minimum amount of historical data that the tool uses to create thresholds. The default value is 1000. 1000 to 50,000 This parameter specifies the maximum amount of historical data that the tool uses to create thresholds. The default value is 10,000. 53

Running the BlackBerry Threshold Analysis Tool Running the BlackBerry Threshold Analysis Tool You can run the BlackBerry Threshold Analysis Tool using the.exe file of the tool and by typing parameters in a command prompt window. The.exe file of the tool is installed during the BlackBerry Monitoring Service installation process. If you run the tool, you must type a parameter that specifies whether the tool adds the rules that it creates for the thresholds to the BlackBerry Monitoring Service console and stores the rules in the BlackBerry Monitoring Service database. If the tool does not store the rules in the BlackBerry Monitoring Service database, the rules are not active or available in the BlackBerry Monitoring Service console. You can run the tool without storing rules in the BlackBerry Monitoring Service database if you want to test the configuration settings and to preview the rules that the tool can create before you activate the rules. After you run the tool, you can preview the rules in the command prompt window and in the log file that the tool generates. You can identify the rules that the tool created if you check the notes sections for the rules in the BlackBerry Monitoring Service console. The tool adds "Proposed rule M/D/Y_HH:MM:SS" to the notes for the rules that it created. After you run the tool, it returns results in the command prompt window and in the log file. Results can include errors, warnings, and summaries of the rules that the tool created. By default, the tool saves log files on the computer that hosts the BlackBerry Monitoring Service, in <drive>:\program Files\Research In Motion\BlackBerry Enterprise Server\Logs. Run the BlackBerry Threshold Analysis Tool Before you begin: On the computer that hosts the BlackBerry Monitoring Service, in the Windows Services, stop the BlackBerry Monitoring Service Application Core service. 1. On the computer that hosts the BlackBerry Monitoring Service, open a command prompt window. 2. Change the directory to the path where the thresholdtool.exe file is located. The default location of the.exe file for the BlackBerry Threshold Analysis Tool is <drive>:\program Files\Research In Motion\BlackBerry Enterprise Server\Monitoring Service\tools. 3. Perform one of the following actions: Type thresholdtool -noupdate to run the tool without adding the rules that the tool creates to the BlackBerry Monitoring Service database. This option allows you to preview the rules in the command-prompt window without adding or updating any rules in the BlackBerry Monitoring Service database. Type thresholdtool -update to run the tool and add the rules that the tool creates to the BlackBerry Monitoring Service database. This option automatically updates existing rules and adds any new rules to the BlackBerry Monitoring Service. Type thresholdtool [-update -noupdate] -i <file_name_of_configuration_file> to specify a configuration file that the tool must use to create rules. For example: Type thresholdtool -update -i customconfig.txt 4. Press ENTER. After you finish: In the Windows Services, start the BlackBerry Monitoring Service Application Core service. 54

Running the BlackBerry Threshold Analysis Tool Parameters for running the BlackBerry Threshold Analysis Tool You can type parameters in the command-prompt window to specify instructions for the BlackBerry Threshold Analysis Tool tool to use when it creates rules for monitoring the BlackBerry Enterprise Server data attributes. Parameter Description Required -update -noupdate -i <file_name_of_configuration_file> This parameter specifies that the tool adds the rules that it creates in the BlackBerry Monitoring Service console and stores the rules in the BlackBerry Monitoring Service database. This parameter specifies that the tool does not add the rules that it creates in the BlackBerry Monitoring Service console and does not store the rules in the BlackBerry Monitoring Service database. You can specify this parameter if you want to test the settings in a configuration file that you created, or to preview the rules that the tool creates in the command-prompt window or log file. This parameter specifies the configuration file that the tool uses to create rules. -h or -? This parameter specifies that the tool displays help information in the command-prompt window when you run the tool. If you specify this parameter when you run the tool, the tool does not use the other parameters. yes, if you do not specify the - noupdate, -h, or -? parameter yes, if you do not specify the - update, -h, or -? parameter no yes, if you do not specify the -update or -noupdate parameter 55

Running the BlackBerry Threshold Analysis Tool Best practice: Preventing the BlackBerry Threshold Analysis Tool from overwriting rules that you customized When the BlackBerry Threshold Analysis Tool creates a rule for a threshold, it adds notes to the notes section of the rule in the BlackBerry Monitoring Service console. To prevent the tool from overwriting a rule that you changed, in the BlackBerry Monitoring Service console, in the notes section for a rule, delete "Proposed rule." When you delete "Proposed rule," the tool does not identify that the tool created the rule and does not overwrite the rule with a new rule when you run the tool. 56

Using SNMP to monitor BlackBerry Enterprise Server components and BlackBerry device users 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 You can use third-party SNMP tools instead of the BlackBerry Monitoring Service to send and receive information about the configuration and activity of BlackBerry Enterprise Server components and BlackBerry device users in your organization's BlackBerry Domain. To use SNMP to monitor BlackBerry Enterprise Server components and BlackBerry device users, you require an SNMP service and an SNMP management tool. An SNMP service is a service that is located in the Windows Services and contains an SNMP agent that sends trap messages to an SNMP management tool when the activity of BlackBerry Enterprise Server components and BlackBerry device users meets specific conditions. The conditions are defined in a MIB, which is a database that describes variables, including what each SNMP trap value represents. Any application that supports SNMP, such as the BlackBerry Enterprise Server, includes a MIB. You can use an SNMP management tool, such as a MIB browser, to view the information that the SNMP agent sends to the SNMP management tool. By default, the SNMP management tool displays the OID of a condition. An OID is a sequence of integers that identifies a class value within a class hierarchy. All SNMP OIDs and SNMP traps for BlackBerry Enterprise Server version 5.0 begin with the class value 1.3.6.1.4.1.3530.6. To uniquely identify a class value within a class, each OID value is distinguished by a suffix (for example, 25.1.1). The BlackBerry Enterprise Server provides different OID values for specific messaging servers. You can check the properties of a OID value in the SNMP management tool to verify that the value applies to your organization's environment. SNMP operations that the BlackBerry Enterprise Server supports The BlackBerry Enterprise Server supports specific SNMP operations. You can use SNMP operations to retrieve data from an SNMP agent on a computer that hosts a BlackBerry Enterprise Server and send the data to an SNMP management tool. 12 Operation Get Get next Trap Description This operation retrieves the value for a specific MIB item. This operation retrieves the value and OID of items in the order that they appear in a MIB file. This operation sends SNMP trap messages from the SNMP agent to the SNMP trap management tool. SNMP trap messages contain data about specific activities that the BlackBerry Enterprise Server performs. 57

Configuring SNMP monitoring MIBs for the BlackBerry Enterprise Server By default, the MIBs for a BlackBerry Enterprise Server are located on the computer that hosts the BlackBerry Enterprise Server, in <drive>:\program Files\Research In Motion\BlackBerry Enterprise Server\Monitoring Service \bin\. The BlackBerry Enterprise Server includes two possible MIBs that you can use to analyze data from BlackBerry Enterprise Server components. MIB file BLACKBERRYSERVERMIB- SMIV2.mib BLACKBERRYSERVERMIB- SMIv2_Compat.mib Description This is the MIB for the latest BlackBerry Enterprise Server version. This is the MIB for the latest BlackBerry Enterprise Server version in the same format as the MIB for BlackBerry Enterprise Server version 4.1. You can use this MIB to maintain compatibility with the current monitoring system when you upgrade your organization's environment to the latest BlackBerry Enterprise Server version. Configuring SNMP monitoring System requirements: SNMP monitoring software and settings for the SNMP service Item SNMP monitoring software SNMP service settings Requirement SNMP service that includes an SNMP agent on the computer that hosts the BlackBerry Enterprise Server SNMP management tool on the computer that hosts the BlackBerry Enterprise Server or on a separate computer MIB compiler on the computer that you installed the SNMP management tool on if a MIB compiler is not included with the SNMP management tool SNMP service in the Windows Services: valid SNMP community name minimum permission of read-only for the SNMP community IP addresses or names of the computers that the SNMP service can accept SNMP data from 58

Configuring SNMP monitoring Verifying the SNMP agent settings in the Registry Editor The SNMP agent is the component of the SNMP service that receives and processes requests from the SNMP management tool. If you install a BlackBerry Enterprise Server before you install the SNMP service, verify that the settings for the SNMP agent exist in the Registry Editor. If the settings for the SNMP agent do not exist in the Registry Editor, add them and restart the SNMP service. Settings for the SNMP agent in the Registry Editor Registry key String value Value data HKEY_LOCAL_MACHINE\SOFTWARE \Research In Motion\BlackBerry Enterprise Server\Monitoring Service\SNMPAgent \CompatVersion HKEY_LOCAL_MACHINE\SYSTEM \CurrentControlSet\Services\SNMP \Parameters\ExtensionAgents HKEY_LOCAL_MACHINE\SOFTWARE \Research In Motion\BlackBerry Enterprise Server\Monitoring Service\SNMPAgent \CurrentVersion HKEY_LOCAL_MACHINE\SYSTEM \CurrentControlSet\Services\SNMP \Parameters\ExtensionAgents PathName RIM.SNMPAgentCo mpat PathName RIM.SNMPAgent C:\Program Files\Research In Motion \BlackBerry Enterprise Server\Monitoring Service\dll\BMSI_SNMP_Agent_Compat.dll SOFTWARE\Research In Motion\BlackBerry Enterprise Server\Monitoring Service \SNMPAgent\CompatVersion C:\Program Files\Research In Motion \BlackBerry Enterprise Server\Monitoring Service\dll\BMSI_SNMP_Agent.dll SOFTWARE\Research In Motion\BlackBerry Enterprise Server\Monitoring Service \SNMPAgent\CurrentVersion Compile the MIB for a BlackBerry Enterprise Server and configure the SNMP management tool to receive SNMP data To use the MIB for a BlackBerry Enterprise Server with a third-party SNMP management tool, you must compile the MIB and configure the SNMP management tool to receive SNMP data from the BlackBerry Enterprise Server. 1. Consult the documentation for the third-party SNMP management tool to read the instructions about compiling a MIB. 2. Use the MIB compiler that you installed with the third-party SNMP management tool to compile the MIB. The default location of the BLACKBERRYSERVERMIB-SMIV2.mib file is <drive>:\program Files\Research In Motion \BlackBerry Enterprise Server\Monitoring Service\bin. 59

Configuring SNMP traps Configuring SNMP traps To monitor a BlackBerry Enterprise Server using SNMP traps, you must install and configure an SNMP trap management tool on the computer that hosts the BlackBerry Enterprise Server or on a separate computer. The SNMP agent on the computer that hosts the BlackBerry Enterprise Server sends SNMP trap messages to the SNMP trap management tool. You can use the SNMP trap management tool that is included in the SNMP management tool that you installed or a standalone SNMP trap management tool. If you use a standalone SNMP trap management tool, make sure that SNMP trap services are not running on the BlackBerry Enterprise Server. Configure the SNMP trap service To send SNMP trap messages from the BlackBerry Enterprise Server to an SNMP management tool that is located on a computer that is separate from the computer that hosts the BlackBerry Enterprise Server, you must specify where the SNMP trap service can send SNMP trap messages to. Before you begin: Verify that you installed the SNMP service on the computer that hosts the BlackBerry Enterprise Server and that SNMP service is running. On the computer that hosts the BlackBerry Enterprise Server, in the Windows Services, change the following settings for the SNMP service: For SNMP traps, specify the community name. For SNMP trap destinations, type the IP address or name of the computer that you installed an SNMP management tool on. Error binding to Trap Port (162), it may already be in use Description This message might appear when you start a standalone SNMP trap management tool. Possible solution Stop the SNMP trap services on the computer that hosts the BlackBerry Enterprise Server. 1. In the Windows Services, stop the SNMP trap service. 2. Restart the SNMP trap management tool. 60

Troubleshooting Troubleshooting 13 Troubleshooting: BlackBerry Monitoring Service connections A user cannot log in to the BlackBerry Monitoring Service Possible cause If your organization's environment includes a firewall located between the BlackBerry Administration Service and BlackBerry Monitoring Service, the firewall can block the JNDI delegate port on the BlackBerry Administration Service. By default, the JNDI delegate port is configured to 0 (any port). Possible solution Configure the JNDI delegate port to use a specific port number and open the port on the firewall by performing the following actions: 1. On the computer that hosts a BlackBerry Administration Service instance, navigate to <drive>:\program Files \Research In Motion\BlackBerry Enterprise Server\BAS\server\default\conf. 2. In a text editor, open service-port-bindings.xml. 3. In the paragraph cluster-service.xml, uncomment the line <attribute name="rmiport">11101</attribute>. The port number can be port 11101 or any port from port 1000 to port 5000. 4. Comment out the line <attribute name="rmiport">0</attribute>. 5. Add the JNDI delegate port that you configured in step 3 to the firewall. 61

Glossary Glossary 14 ANSI American National Standards Institute BlackBerry Domain A BlackBerry Domain consists of the BlackBerry Configuration Database with its users and any BlackBerry Enterprise Server instances that connect to it. BlackBerry CAL A BlackBerry Client Access License (BlackBerry CAL) limits how many users you can add to a BlackBerry Enterprise Server. FQDN fully qualified domain name IP address An Internet Protocol (IP) address is an identification number that each computer or mobile device uses when it sends or receives information over a network, such as the Internet. This identification number identifies the specific computer or mobile device on the network. JNDI Java Naming and Directory Interface messaging server A messaging server sends and processes messages and provides collaboration services, such as updating and communicating calendar and address book information. MIB Management Information Base OID object identifier PIN personal identification number SMS Short Message Service SMTP Simple Mail Transfer Protocol SNMP 62

Glossary Simple Network Management Protocol SRP Server Routing Protocol SSL Secure Sockets Layer TLS Transport Layer Security UCS Universal Content Stream UTF UCS Transformation Format 63

Provide feedback Provide feedback 15 To provide feedback on this deliverable, visit www.blackberry.com/docsfeedback. 64

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