Monitoring Guide Blackberry Server for Exchange

BlackBerry Enterprise ServerVersion: 5.0 | Service Pack: 3

Monitoring Guide

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

Contents1 BlackBerry Enterprise Server monitoring solution............................................................................................ 5

BlackBerry Monitoring Service.......................................................................................................................... 5Web address and user roles for the BlackBerry Monitoring Service console................................................... 7

Web address for the BlackBerry Monitoring Service console................................................................... 7Roles and permissions for the BlackBerry Monitoring Service console..................................................... 7Best practice: Creating administrator accounts that can access the BlackBerry Monitoring Serviceconsole....................................................................................................................................................... 8

Overview of the BlackBerry Monitoring Service console.................................................................................. 9BlackBerry device dashboard.................................................................................................................... 10

Turn on monitoring for a BlackBerry Enterprise Server.................................................................................... 11Turn on monitoring for a non-SNMP server..................................................................................................... 11

2 Monitoring BlackBerry Enterprise Server components.................................................................................... 12Viewing configuration settings and activity levels of data attributes of BlackBerry Enterprise Servercomponents...................................................................................................................................................... 12

View configuration settings and activity levels of data attributes of BlackBerry Enterprise Servercomponents............................................................................................................................................... 12Generate a graph that shows data for a BlackBerry Enterprise Server component.................................. 12

Data attributes of the BlackBerry Configuration Database.............................................................................. 13Monitor the BlackBerry Configuration Database.............................................................................................. 13Data attributes of the BlackBerry Configuration Database connections.......................................................... 13Monitor connections to the BlackBerry Configuration Database..................................................................... 14Monitoring BlackBerry Enterprise Server components that you configured for high availability.................... 14

Status of BlackBerry Enterprise Server components in the BlackBerry Monitoring Service consoleafter a failover occurs................................................................................................................................ 15

Monitoring hung threads for the BlackBerry Messaging Agent....................................................................... 15Monitor 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.............................................................................................. 18Search for a user account................................................................................................................................. 18Viewing 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.................. 18Monitor user accounts that are not initialized................................................................................................. 19BlackBerry device diagnostic test..................................................................................................................... 19

Run a diagnostic test for a BlackBerry device from the BlackBerry Monitoring Service console.............. 20Run 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............ 22Creating thresholds, rules, and alarms............................................................................................................. 22

Rule types.................................................................................................................................................. 22Create a threshold that you can use to monitor a BlackBerry Enterprise Server component.................. 23Create a threshold that you can use to monitor a data attribute of a BlackBerry device user................. 24Changing and deleting rules...................................................................................................................... 25Changing the order that rules appear in the BlackBerry Monitoring Service console............................... 26Specify a threshold maintenance window................................................................................................. 27

5 Alarms............................................................................................................................................................... 28Identifying alarms............................................................................................................................................. 28

Color, state, and severity of alarm icons................................................................................................... 28Identifying alarms and alarm severity in the alarm panel......................................................................... 28Check for alarms for a BlackBerry Enterprise Server component or BlackBerry device user.................... 29

Managing alarms in the alarm panel................................................................................................................ 29Sort thresholds in the alarm panel............................................................................................................ 29Suspend and resume alarms...................................................................................................................... 30Delete alarms............................................................................................................................................. 30

6 Configuring notification messages.................................................................................................................... 31Configuring how the BlackBerry Monitoring Service sends notification messages.......................................... 31

Configure the BlackBerry Monitoring Service to send notification messages to email addressesthrough a messaging server in your organization's environment............................................................. 31Configure the BlackBerry Monitoring Service to send SMS text messages............................................... 31Changing the email address that the BlackBerry Monitoring Service uses to send PIN messages........... 32

Creating contacts.............................................................................................................................................. 32Adding addresses to the BlackBerry Monitoring Service console so that you can create contacts.......... 32Create contacts.......................................................................................................................................... 34Change contact information...................................................................................................................... 34Delete contacts.......................................................................................................................................... 34

Receiving SNMP trap messages........................................................................................................................ 35Receive SNMP trap messages from BlackBerry Enterprise Server instances............................................ 35

7 Messages in the messages area of the BlackBerry Monitoring Service console............................................... 36Viewing messages............................................................................................................................................. 36

View messages........................................................................................................................................... 36Delete messages............................................................................................................................................... 36

8 Reports.............................................................................................................................................................. 37Generating reports about BlackBerry device users and BlackBerry Enterprise Server components................ 37

Generate and view a default report about BlackBerry device users......................................................... 37Generate a custom report about BlackBerry device users or a BlackBerry Enterprise Servercomponent................................................................................................................................................ 37Generate a custom report using report settings that you saved............................................................... 38View generated reports............................................................................................................................. 38Delete generated reports.......................................................................................................................... 39

9 Managing servers.............................................................................................................................................. 40Managing server maintenance windows.......................................................................................................... 40

Specify maintenance windows.................................................................................................................. 40Clear maintenance windows..................................................................................................................... 40

Configuring SNMP server monitoring............................................................................................................... 41Test configuration settings for servers that the BlackBerry Monitoring Service uses SNMP to monitor.. 41Change SNMP port numbers and community names............................................................................... 41

Configuring non-SNMP server monitoring........................................................................................................ 42Change how often the BlackBerry Monitoring Service collects data from a server that it does not useSNMP to monitor....................................................................................................................................... 42

Change the key store password for the certificate that the BlackBerry Monitoring Service console uses...... 42Import a new SSL certificate for the BlackBerry Monitoring Service................................................................ 43

10 BlackBerry Monitoring Service log files............................................................................................................ 45Changing how BlackBerry Monitoring Service components create log files..................................................... 45

Change the maximum size of the log file for a BlackBerry Monitoring Service component..................... 45Change the logging level for a BlackBerry Monitoring Service component.............................................. 45Create a new log file for a BlackBerry Monitoring Service component when the current log filereaches the maximum size........................................................................................................................ 46Change the identifier for the log file of a BlackBerry Monitoring Service component.............................. 46Prevent a BlackBerry Monitoring Service component from creating a daily log file................................. 46Change when a BlackBerry Monitoring Service component deletes log files........................................... 47Change the character encoding of the log file for a BlackBerry Monitoring Service component............. 47

11 BlackBerry Threshold Analysis Tool.................................................................................................................. 48Creating thresholds using the BlackBerry Threshold Analysis Tool.................................................................. 48Data attributes that the BlackBerry Threshold Analysis Tool creates thresholds for....................................... 48Configuring the BlackBerry Threshold Analysis Tool........................................................................................ 51

Sample: BlackBerry Threshold Analysis Tool configuration file................................................................. 51Running the BlackBerry Threshold Analysis Tool.............................................................................................. 54

Run the BlackBerry Threshold Analysis Tool.............................................................................................. 54Parameters for running the BlackBerry Threshold Analysis Tool.............................................................. 55Best practice: Preventing the BlackBerry Threshold Analysis Tool from overwriting rules that youcustomized................................................................................................................................................ 56

12 Using SNMP to monitor BlackBerry Enterprise Server components and BlackBerry device users................... 57SNMP components that you can use to monitor BlackBerry Enterprise Server components and BlackBerrydevice users...................................................................................................................................................... 57

SNMP operations that the BlackBerry Enterprise Server supports........................................................... 57MIBs for the BlackBerry Enterprise Server................................................................................................ 58

Configuring SNMP monitoring.......................................................................................................................... 58System requirements: SNMP monitoring software and settings for the SNMP service............................ 58Verifying the SNMP agent settings in the Registry Editor......................................................................... 59Compile the MIB for a BlackBerry Enterprise Server and configure the SNMP management tool toreceive SNMP data.................................................................................................................................... 59

Configuring SNMP traps.................................................................................................................................... 60Configure the SNMP trap service.............................................................................................................. 60Error binding to Trap Port (162), it may already be in use........................................................................ 60

13 Troubleshooting................................................................................................................................................ 61Troubleshooting: 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 monitoringsolution

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BlackBerry Monitoring ServiceYou can use the BlackBerry® Monitoring Service to monitor and troubleshoot issues with a BlackBerry® EnterpriseServer in your organization's environment and to monitor the activity of the BlackBerry device users that areassociated with a BlackBerry Enterprise Server.

The BlackBerry Monitoring Service monitors the BlackBerry Enterprise Server components. It polls each componentand retrieves SNMP data that it stores in a database and displays in the BlackBerry Monitoring Service console.

Feature Description

web-based administration console You can use the BlackBerry Monitoring Service console to monitor aBlackBerry Enterprise Server in your organization's environment by creatingthresholds that monitor the activity of BlackBerry Enterprise Servercomponents. You can configure the BlackBerry Monitoring Service to sendnotification messages to contacts when a component's activity exceedslevels that you specify as acceptable.

The BlackBerry Monitoring Service console provides configuration settingsand statistics that you can use to review BlackBerry Enterprise Serveractivity.

BlackBerry device dashboard You can use the BlackBerry device dashboard to access the BlackBerryMonitoring Service from BlackBerry devices. You can view alarms,messages, and the monitoring status of BlackBerry Enterprise Serverinstances and BlackBerry Enterprise Server components.

The BlackBerry device dashboard is available for BlackBerry devices that arerunning BlackBerry® Device Software version 4.5 or later.

monitoring of BlackBerry EnterpriseServer components

The BlackBerry Monitoring Service can provide the following types of data:

• configuration settings, such as the component name, componentversion, and computer name

• statistics such as CPU usage, memory usage, number of requests toprocess, and number of processing threads

• BlackBerry® Client Access License information, such as the number ofused and available licenses

• high availability information, such as the status of components that areconfigured for high availability

• policy information, such as the service books and IT policies that theBlackBerry Enterprise Server sends to BlackBerry devices

Monitoring Guide BlackBerry Enterprise Server monitoring solution

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Feature Description

• messaging statistics, such as the number of email messages thatBlackBerry devices send and receive

• messaging server information, such as the hung thread count• connection information for the BlackBerry Configuration Database,

BlackBerry Controller, and SRP connectionsuser monitoring and diagnostic testsfor BlackBerry devices

You can use the BlackBerry Monitoring Service console to run diagnostictests for BlackBerry devices and to identify any issues with BlackBerrydevices. The BlackBerry device diagnostic tool is available for BlackBerrydevices 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

coveragethresholds You can define thresholds that you can use to monitor components and

BlackBerry device users. When the activity of a component or BlackBerrydevice user that the BlackBerry Monitoring Service monitors reaches athreshold, the BlackBerry Monitoring Service displays an alarm in theBlackBerry Monitoring Service console and sends notification messages tospecific contacts.

notification messages You can configure the BlackBerry Monitoring Service to send notificationmessages to one or more recipients by creating a contact. A contact caninclude one or more email addresses, PINs, IP addresses, or phone numbersthat support SMS text messages. If a component goes into an alarm state,the BlackBerry Monitoring Service sends a notification message to all of therecipients in the contact.

reports You can run default reports or create custom reports to return data aboutthe BlackBerry Enterprise Server instances in your organization'senvironment. You can export reports to a .csv file, a .pdf file, or an .htmlfile. You can use the information that you collect from the reports to analyzehistorical data.

graphs You can use the BlackBerry Monitoring Service console to generate a graphthat shows the historical activity of a component.

integration with a networkmanagement framework

The BlackBerry Monitoring Service can send notifications as SNMP trapmessages. This permits you to integrate the BlackBerry Monitoring Servicewith a network management tool that can receive SNMP trap messages.

Monitoring Guide BlackBerry Monitoring Service

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Feature Description

The BlackBerry Monitoring Service sends an SNMP trap message when theactivity of a component or BlackBerry device user that the BlackBerryMonitoring Service monitors reaches a threshold.

Web address and user roles for the BlackBerry MonitoringService console

Web address for the BlackBerry Monitoring Service consoleWhen you install the BlackBerry® Monitoring Service, the installation wizard provides you with the web address forthe BlackBerry Monitoring Service console.

The format of the web address is https://<host>:8443/webconsole/app, where <host> is the FQDN of the computerthat hosts the BlackBerry Monitoring Service.

The installation process for the BlackBerry Monitoring Service adds an Internet shortcut file that is namedAccessBMSConsole to the computer that hosts the BlackBerry Monitoring Service. You can use the AccessBMSConsoleInternet shortcut file to open the BlackBerry Monitoring Service console in a browser. The default location of theInternet shortcut file is <drive>:\Program Files\Research In Motion\BlackBerry Enterprise Server.

Open the BlackBerry Monitoring Service console on the computer that hosts theBlackBerry 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 consoleTo access the BlackBerry® Monitoring Service console, you can use a valid Microsoft® Active Directory® account, avalid Novell® GroupWise® messaging server account, the administrator account that you created when you installedthe BlackBerry® Enterprise Server, or a BlackBerry Administration Service account that can access the BlackBerryMonitoring Service console.

You can use the BlackBerry Administration Service to create an administrator account and assign the account to oneor more administrator roles. The roles control the actions that an administrator can perform in the BlackBerryAdministration Service console and BlackBerry Monitoring Service console. If you want the administrator account toperform 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 theadministrator account to access the BlackBerry Monitoring Service console and perform specific actions.

For more information, see the BlackBerry Enterprise Server Administration Guide.

Monitoring Guide Web address and user roles for the BlackBerry Monitoring Service console

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Role Permission

Security Administrator performs all actions in the BlackBerry Administration Service console andBlackBerry Monitoring Service console

Enterprise Administrator views but cannot change BlackBerry device user accounts and performs allother actions in the BlackBerry Administration Service console andBlackBerry Monitoring Service console

Monitoring System Administrator performs all actions in the BlackBerry Monitoring Service consoleMonitoring View Administrator performs the following actions:

• views the BlackBerry solution topology, including servers andBlackBerry 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 theBlackBerry Monitoring Service console

Best practice Description

Create a group so that you can assign access to theBlackBerry® Monitoring Service console toadministrator accounts.

Consider the following guidelines:

Monitoring Guide Web address and user roles for the BlackBerry Monitoring Service console

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Best practice Description

• In the BlackBerry Administration Service, create agroup and assign the Monitoring SystemAdministrator or Monitoring View Administratorrole to the group.

• Add administrator accounts to the group.If you create an administrator account by assigningpermissions, assign specific permissions to theadministrator account so that the administrator cansearch for BlackBerry device user accounts in theBlackBerry Monitoring Service console.

Consider the following guidelines :

• In the BlackBerry Administration Service, create anadministrator account by assigning permissions tothe administrator account.

• Assign the View a user permission and select the Allgroups option.

• Assign the View a device permission and select theAll groups option.

If you do not assign the View a user and View a devicepermissions, when you search the BlackBerryMonitoring Service console for BlackBerry device useraccounts, the search does not return any results.

For more information, see the BlackBerry Enterprise Server Administration Guide.

Overview of the BlackBerry Monitoring Service consoleThe BlackBerry® Monitoring Service console is a web-based administration tool that you can use to monitorBlackBerry® Enterprise Server components and BlackBerry device users. The BlackBerry Enterprise Server installationprocess 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 Description

tree view The tree view pane displays the monitoring and configuration menus whichyou can use to locate the BlackBerry Enterprise Server, component, orBlackBerry device that you want to monitor or the notification message thatyou want to configure.

In a BlackBerry Enterprise Server environment that is configured for highavailability, the monitoring menu in the tree view pane displays standbycomponents in italic.

view The view pane displays configuration settings and statistics for componentsand BlackBerry device users.

Monitoring Guide Overview of the BlackBerry Monitoring Service console

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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, BlackBerryCollaboration Service, BlackBerry Configuration Database, BlackBerryController, BlackBerry Dispatcher, BlackBerry MDS Connection Service,BlackBerry Messaging Agent, BlackBerry Policy Service, BlackBerryRouter, 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 dashboardYou can use the BlackBerry® device dashboard to access the BlackBerry® Monitoring Service on BlackBerry devicesusing the BlackBerry® Browser. You can use the BlackBerry device dashboard to view alarms, messages, and thestatus of BlackBerry® Enterprise Server instances and BlackBerry Enterprise Server components. The BlackBerrydevice dashboard is available for BlackBerry devices that are running BlackBerry® Device Software version 4.5 orlater.

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 Defaultsetting to Handheld. After you configure the TLS Default setting, you can type the web address for the BlackBerryMonitoring 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 computerthat hosts the BlackBerry Monitoring Service.

For BlackBerry devices that are running BlackBerry Device Software version 4.7 or later, on the BlackBerry Browsermenu, you must select the Page View option so that you can view the pages of the BlackBerry device dashboard inthe correct format.

You cannot view information about component connections such as the connections from the BlackBerry® MessagingAgent to the BlackBerry Configuration Database on the BlackBerry device dashboard. You also cannot view indexentries and transactions for the BlackBerry Configuration Database.

Monitoring Guide Overview of the BlackBerry Monitoring Service console

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Turn on monitoring for a BlackBerry Enterprise ServerIf you turn on monitoring for a BlackBerry® Enterprise Server, the BlackBerry® Monitoring Service polls eachBlackBerry Enterprise Server component and retrieves SNMP data from the components. The BlackBerry® MonitoringService 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 youhave 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 tomonitor.

4. In the SNMP configuration section, in the appropriate fields, type the SNMP port number and community namefor 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 serverIf you turn on monitoring for a non-SNMP server, the BlackBerry® Monitoring Service retrieves data about theBlackBerry Configuration Database from the BlackBerry Administration Service using the existing connection betweenthe BlackBerry Monitoring Service and BlackBerry Administration Service. The BlackBerry Monitoring Service storesthe data in a database and displays it in the BlackBerry Monitoring Service console.



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.

Monitoring Guide Turn on monitoring for a BlackBerry Enterprise Server

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Monitoring BlackBerry Enterprise Servercomponents

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Viewing configuration settings and activity levels of dataattributes of BlackBerry Enterprise Server componentsThe BlackBerry® Monitoring Service console shows configuration settings and activity levels of data attributes ofBlackBerry® Enterprise Server components.

For example, you can view a component's configuration settings to identify which BlackBerry Enterprise Serverinstance hosts the component. You can view values of data attributes of a component to identify the current activitylevel or status of the data attributes, and you can create thresholds that you can use to monitor changes in the activitylevel of the data attributes. You cannot create thresholds to monitor configuration settings.

View configuration settings and activity levels of data attributes ofBlackBerry 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 topicsCreate a threshold that you can use to monitor a BlackBerry Enterprise Server component, 23

Generate a graph that shows data for a BlackBerry Enterprise ServercomponentGraphs display data for a BlackBerry® Enterprise Server component from the previous 57 weeks. Graphs display dailyaverages of the value of a data attribute of a component. You can use the historical data in a graph to identify trendsfor 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.

Monitoring Guide Monitoring BlackBerry Enterprise Server components

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Data attributes of the BlackBerry Configuration DatabaseYou can use the BlackBerry® Monitoring Service to monitor the data attributes of the BlackBerry ConfigurationDatabase. 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 DatabaseFragmentation Index percentage of fragmentation for an indexLog file size Transaction Log size, in KB, of the transaction log files for the BlackBerry

Configuration Database

Monitor the BlackBerry Configuration DatabaseYou 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 Servicedoes not use SNMP to monitor. If you do not turn on monitoring, you cannot view the data attributes of the BlackBerryConfiguration 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 DatabaseconnectionsYou can monitor data attributes of the connection between the BlackBerry® Configuration Database and the otherBlackBerry® Enterprise Server components. The following table shows the data attributes that you can monitor andconfigure thresholds for.

Data attribute Description

Connection Status specifies whether the component is connected to the BlackBerry Configuration DatabaseLast connectedtime

the last time the component connected to the BlackBerry Configuration Database

Monitoring Guide Data attributes of the BlackBerry Configuration Database

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Data attribute Description

Last error time the last time the connection closed unexpectedlyTransactions the number of transactions the component transmitted to the BlackBerry Configuration

DatabaseAverage responsetime

the average time, in milliseconds, it takes for the BlackBerry Configuration Database torespond to calls from a component

Errors the number of errors that the component received from the BlackBerry ConfigurationDatabase

Monitor connections to the BlackBerry ConfigurationDatabaseYou can use the BlackBerry® Monitoring Service to monitor the status and health of connections between theBlackBerry 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 Servicedoes not use SNMP to monitor. If you do not turn on monitoring, you cannot view the data attributes of the BlackBerryConfiguration 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.



4. On the Database connection tab view the connection data attributes.

Monitoring BlackBerry Enterprise Server components thatyou configured for high availabilityIf you create thresholds to monitor data attributes of BlackBerry® Enterprise Server components that you configuredfor high availability, you can specify whether a threshold continues to monitor a data attribute after the primaryBlackBerry Enterprise Server fails over to the standby BlackBerry Enterprise Server, or whether it monitors the dataattribute 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 standbyBlackBerry 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 standbyBlackBerry Enterprise Server are displayed in italic.

Monitoring Guide Monitor connections to the BlackBerry Configuration Database

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Status of BlackBerry Enterprise Server components in the BlackBerryMonitoring Service console after a failover occursIf a BlackBerry® Enterprise Server component fails over to a standby BlackBerry Enterprise Server component, theBlackBerry Monitoring Service changes the status of the standby component to primary in the BlackBerry MonitoringService console.

The BlackBerry Monitoring Service does not change the status of load-balanced components in the BlackBerryMonitoring Service console. The status of load-balanced components in the BlackBerry Monitoring Service consoleis always primary.

A failover stops the operation of specific components. The BlackBerry Monitoring Service console does not displaycomponents that the failover process stops.

Standby BlackBerry Enterprise Servercomponent

High availability typeStatus of standby component in theBlackBerry Monitoring Service console

BlackBerry Attachment Service load-balanced pool primary, no changeBlackBerry Messaging Agent failover standbyBlackBerry Controller failover standbyBlackBerry Dispatcher failover standbyBlackBerry Collaboration Service failover standbyBlackBerry MDS Connection Service failover standbyBlackBerry Policy Service failover not displayedBlackBerry Router load-balanced pool primary, no changeBlackBerry Synchronization Service failover not displayed

Monitoring hung threads for the BlackBerry MessagingAgentYou can create a threshold for the BlackBerry® Messaging Agent to detect hung threads. A hung thread might preventBlackBerry 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® EnterpriseServer instances, the BlackBerry Monitoring Service console displays the messages about hung threads for theBlackBerry Messaging Agent in the messages area.

Monitoring Guide Monitoring hung threads for the BlackBerry Messaging Agent

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Monitor hung threads for the BlackBerry Messaging AgentIf the BlackBerry® Messaging Agent experiences a hung thread, the BlackBerry Messaging Agent sends an SNMP trapmessage to the BlackBerry Monitoring Service within 50 minutes of experiencing the hung thread. If you create athreshold to monitor hung threads for the BlackBerry Messaging Agent, the threshold goes into an alarm state whenthe 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 Steps

Create a rule using appropriateconditions for the default behaviorof the BlackBerry MessagingAgent.

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.If you changed the registry settingsfor the number of times that theBlackBerry Messaging Agent sendsSNMP trap messages when theBlackBerry Messaging Agentexperiences a hung thread, createa rule using conditions that areappropriate for the changes thatyou made to the registry settings.

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 AvailabilityScope 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.

Monitoring Guide Monitoring hung threads for the BlackBerry Messaging Agent

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BlackBerry Enterprise Server components that theBlackBerry Monitoring Service cannot monitorBlackBerry® Enterprise Server components send SNMP data to the BlackBerry Monitoring Service. The BlackBerryMonitoring 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 thathosts the BlackBerry Enterprise Server does not send SNMP data to the BlackBerry Monitoring Service.

Monitoring Guide BlackBerry Enterprise Server components that the BlackBerry Monitoring Service cannot monitor

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Monitoring BlackBerry devices and useractivity

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Search for a user accountBefore you begin: Turn on monitoring for the BlackBerry® Enterprise Server. If you do not turn on monitoring, youcannot 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 dataattributes of BlackBerry device usersThe BlackBerry® Monitoring Service console shows configuration settings and activity levels of data attributes of aBlackBerry device user. You can view the configuration settings to identify information such as the BlackBerry devicePIN or the IT policies that you applied to the BlackBerry device user. You can view a data attribute to identify thecurrent activity level or status of the BlackBerry device user and you can define thresholds that you can use to monitora data attribute of a BlackBerry device user. You cannot define thresholds to monitor configuration settings for aBlackBerry device.

View configuration settings and activity levels of data attributes ofBlackBerry device users

1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand Users.


3. Search for a user account.


5. On the appropriate tab, locate the configuration settings or data attributes that you want to view.

Related topicsCreate a threshold that you can use to monitor a data attribute of a BlackBerry device user, 24

Monitoring Guide Monitoring BlackBerry devices and user activity

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Monitor user accounts that are not initializedYou can use the BlackBerry Monitoring Service to monitor user accounts that are not initialized. If a user account isnot 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 theBlackBerry Enterprise Server but did not activate the user account, the wireless service provider might be experiencingissues, 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.


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 isnot initialized is displayed in red font near the top of the window.

Related topicsGenerate and view a default report about BlackBerry device users, 37

BlackBerry device diagnostic testThe BlackBerry® device diagnostic test in the BlackBerry Monitoring Service console uses the diagnostic tool clientthat is located on a BlackBerry device to retrieve diagnostic data for the BlackBerry device. The diagnostic tool clientis included in the latest BlackBerry® Device Software version. The BlackBerry Monitoring Service console does notdisplay 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 BlackBerryDomain. If a BlackBerry device experiences connectivity issues, the BlackBerry Monitoring Service console might notdisplay diagnostic data.

Diagnostic data indicates the signal strength of the BlackBerry device and if the BlackBerry device can perform thefollowing 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

Monitoring Guide Monitor user accounts that are not initialized

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Run a diagnostic test for a BlackBerry device from the BlackBerryMonitoring Service consoleBecause the BlackBerry® Synchronization Service uses a 20 minute polling cycle to process requests, the diagnostictest returns results within approximately 40 minutes of a request. It takes 20 minutes for the BlackBerrySynchronization Service to send the diagnostic test request to the BlackBerry device and 20 minutes for the BlackBerrySynchronization 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 experiencingconnectivity issues.

Before you begin: The BlackBerry device must include the diagnostic tool client which is part of the latest version ofthe BlackBerry® Device Software.





5. Click Run diagnostic test.

6. After approximately 40 minutes, on the Device Diagnostics statistics tab, in the Configuration section, checkthe 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 aprevious diagnostic test.

Run a diagnostic test for a BlackBerry device from the BlackBerry deviceThe BlackBerry® device stores the diagnostic test results and can display the results to BlackBerry device users. TheBlackBerry Synchronization Service synchronizes the diagnostic test results with the BlackBerry® Enterprise Serverover the wireless network.

Before you begin: The BlackBerry device must include the diagnostic tool client which is part of the latest version ofthe 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.

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Ping a BlackBerry deviceYou can ping a BlackBerry® device to determine if you can exchange email messages with the BlackBerry device, andto determine the response time of the BlackBerry device in seconds.


2. Click Monitor users.



5. Click Run ping test.

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Using thresholds to monitor BlackBerryEnterprise Server components and BlackBerrydevice users

4

Creating thresholds, rules, and alarmsYou can use the BlackBerry® Monitoring Service console to create a threshold that determines when a data attributeof a BlackBerry® Enterprise Server component or BlackBerry device user is in an alarm state. You can create a thresholdby defining one or more rules for a threshold. When you define a rule for a threshold, you specify the activity levelsof a data attribute that you want to monitor and an alarm severity to categorize the activity level. The BlackBerryMonitoring 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 BlackBerryAttachment 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 deviceuser and the activity level of the data attribute of the component or BlackBerry device user meets the conditions ofa rule for the threshold, the BlackBerry Monitoring Service generates a notification message and displays an alarmin 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 configuredFor example, if you create a rule with an alarm severity of critical, any activity of the data attribute that meets theconditions of the rule causes the BlackBerry Monitoring Service to change the alarm state of the data attribute tocritical.

The BlackBerry Monitoring Service console contains default thresholds that you can use to monitor the connectionstatus of the BlackBerry Enterprise Server components. The BlackBerry Monitoring Service changes the alarm stateto critical for a component that is not connected. You can use the BlackBerry Monitoring Service console to changeor delete default thresholds.

Rule types

Rule type Description

value-based You can use a value-based rule to identify when a data attribute meets oneof 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

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Rule type 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 specifytime-based 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 ruleto identify when the value of a data attribute changes by x amount within xminutes.

Create a threshold that you can use to monitor a BlackBerry EnterpriseServer component

1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology> BlackBerry domain > Components.



4. On the tab for the data attribute that you want to monitor, click the data attribute.



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, inthe 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 usesIf you want to configure a warning for when the BlackBerry Dispatcher uses more than 15,000 KB of memory, youcan create a value-based threshold for the Memory use data attribute. In the Rule section, specify the followingvalues:• If VALUE is• greater than• 15000• Warning

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Create a threshold that you can use to monitor a data attribute of aBlackBerry device userYou can create a threshold that you can use to monitor a data attribute of a BlackBerry® device user. You can monitoractivity such as the total number of email messages that are pending delivery to the BlackBerry device.





5. On the tab for the data attribute of the BlackBerry device user that you want to monitor, click the data attribute.



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 createmultiple alarm severities, you can create a threshold for the data attribute that is named Last generation time forthe encryption key if you define multiple time-based rules for the threshold. The order that you create rules for athreshold 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


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• 21• Day• Warning

Changing and deleting rules

Change the conditions of a rule


Task Steps

Locate a rule for a data attribute ofa BlackBerry® Enterprise Servercomponent.

a. In the BlackBerry Monitoring Service console, on the Monitoringmenu, expand BlackBerry solution topology > BlackBerry domain> Components.

b. Expand a component.

c. Click an instance of a component.Locate a rule for a data attribute ofa BlackBerry device user.

a. In the BlackBerry Monitoring Service console, on the Monitoringmenu, 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


Task Steps

Locate a rule for a data attribute ofa BlackBerry® Enterprise Servercomponent.



c. Click an instance of a component.


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Task Steps

Locate a rule for a data attribute ofa BlackBerry device user.





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 ServiceconsoleWhen you create multiple rules, the BlackBerry® Monitoring Service console lists the rules in the order that youcreate them.

When the conditions of a rule are met, the BlackBerry Monitoring Service updates the alarm state of a thresholdwith the alarm severity of the first rule that you create for the threshold. For example, if the rule generates an alarmseverity of warning, a yellow icon displays the alarm severity of warning in the BlackBerry Monitoring Service consoleand the BlackBerry Monitoring Service generates a warning alarm. If you create a second rule for a threshold withan alarm severity of critical, the BlackBerry Monitoring Service maintains the alarm severity of warning for thethreshold. To update the threshold with the alarm severity of critical (a red icon) , you can reorder the rules manuallyso that the BlackBerry Monitoring Service processes the rule with the alarm severity of critical first.

Change the order of rules for a threshold


Task Steps

Locate a threshold for a dataattribute of a BlackBerry®Enterprise Server component.



c. Click an instance of a component.Locate a threshold for a dataattribute of a BlackBerry deviceuser.




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.


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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 windowYou can specify a threshold maintenance window so that you can suspend threshold monitoring for a recurring periodof time. If you also specify a server maintenance window, the BlackBerry® Monitoring Service does not monitor thethreshold for the entire time that the two maintenance windows occur.


Task Steps

Locate a threshold for a dataattribute of a BlackBerry®Enterprise Server component.



c. Click an instance of a component.Locate a threshold for a dataattribute of a BlackBerry deviceuser.





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.


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Alarms 5

Identifying alarmsIf the thresholds that you created for data attributes of the BlackBerry® Enterprise Server components or BlackBerrydevice users are in a pass state or fail state, the BlackBerry® Monitoring Service console displays alarm icons besidethe alarm panel, BlackBerry solution topology, or users area.

Color, state, and severity of alarm icons

Alarm icon Alarm state Description

none You did not define or activate a threshold for the dataattribute.

pass The conditions of the rules for the threshold are not met.fail The threshold has an alarm severity of warning (low).fail The threshold has an alarm severity of error (medium).fail The threshold has an alarm severity of critical (high).

Identifying alarms and alarm severity in the alarm panelIn the BlackBerry® Monitoring Service console, in the alarm panel, you can view the list of thresholds for dataattributes of BlackBerry® Enterprise Server components or BlackBerry device users that are in a fail state. Thresholdsthat 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 dataattribute that you created a threshold for meets the conditions of a rule, the threshold goes into a fail state. Whenthe threshold goes into a fail state, the alarm panel in the BlackBerry Monitoring Service console displays the thresholdwith 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 severitythat is the highest priority. The order that you create rules for a threshold in determines the priority of the rules; forexample, where the first rule that you created is the highest priority. You can change the priority of the rules for athreshold if you change the order of the rules manually.

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Check for alarms for a BlackBerry Enterprise Server component orBlackBerry device userTo determine if the thresholds that you created are in a pass state or fail state, you can check the color of the alarmicons in the BlackBerry® solution topology and users area in the monitoring menu of the BlackBerry MonitoringService 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 alarmicon that is located beside the name of a tab is the same color as the alarm with the highest severity for a thresholdof a data attribute that appears on the tab.


Task Steps

Check for alarms for a component a. In the BlackBerry Monitoring Service console, on the Monitoringmenu, expand BlackBerry solution topology > BlackBerry domain> Components.


c. Click an instance of the component.Check for alarms for a BlackBerrydevice user





2. On the appropriate tab, check the pass state or fail state of the thresholds for the data attributes of the BlackBerryEnterprise Server components or BlackBerry device users.

Managing alarms in the alarm panel

Sort thresholds in the alarm panelYou can sort thresholds in the alarm panel of the BlackBerry® Monitoring Service console using the followinginformation:• 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

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• BlackBerry Enterprise Server components and data attributes of the BlackBerry Enterprise Server componentsthat have a threshold that is in an alarm state or BlackBerry device users and data attributes of the BlackBerrydevice 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.

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Configuring notification messages 6

Configuring how the BlackBerry Monitoring Service sendsnotification messages

Configure the BlackBerry Monitoring Service to send notification messagesto email addresses through a messaging server in your organization'senvironmentTo send notification email messages to contacts, you must provide the BlackBerry® Monitoring Service with the SMTPsettings for the messaging server. The messaging server must be located on the same network as the computer thathosts the BlackBerry Monitoring Service.

If the messaging server requires SMTP authentication, you must specify the name and password of a user accountwith the appropriate SMTP permissions in the BlackBerry Monitoring Service console.

1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications > Notificationservices.

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 emailmessage.

6. Click Save.

Configure the BlackBerry Monitoring Service to send SMS text messagesTo send notification messages as SMS text messages from the BlackBerry® Monitoring Service to contacts, you mustconnect a wireless modem that supports the AT command set to the computer that hosts the BlackBerry MonitoringService. The BlackBerry Monitoring Service is designed to detect a modem after you connect it to the computer thathosts 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 > Notificationservices.

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.

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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 textmessage.

5. Click Save.

Changing the email address that the BlackBerry Monitoring Service uses tosend PIN messagesThe BlackBerry® Monitoring Service can send notification messages as PIN messages to contacts. The email addressin the From field of the PIN messages is the same email address that the BlackBerry Administration Service uses tosend BlackBerry Enterprise Server system messages. You can change the email address in the BlackBerryAdministration Service. For more information about specifying an email address for the BlackBerry AdministrationService, see the BlackBerry Enterprise Server Administration Guide.

Creating contactsYou can create contacts and configure the BlackBerry® Monitoring Service to send notification messages to one ormore intended recipients using email addresses, PINs, phone numbers that support SMS text messages, or IPaddresses that can receive SNMP trap messages. If a threshold goes into a pass state or fail state, the BlackBerryMonitoring Service sends notification messages to recipients that you specified in the BlackBerry Monitoring Serviceconsole 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 youcan create contacts

Add email addresses for recipients that do not belong to the BlackBerry Domain thatthe 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.

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Add an IP address so that you can send SNMP trap messages to computers that arenot in your organization's environment

You can configure the BlackBerry® Monitoring Service and your organization's firewalls so that the BlackBerryMonitoring Service can send notification messages as SNMP trap messages to computers that are not in yourorganization's environment. In the BlackBerry Monitoring Service console, you must configure the computers toreceive SNMP trap messages, and you must specify the IP address, SNMP port number, and SNMP community nameof 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 trapmessages to the computer.



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 theIP 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'sBlackBerry Domain

You can add the email address, PIN, or phone number of BlackBerry® device users that are part of your organization'sBlackBerry Domain to the list of addresses in the BlackBerry Monitoring Service console that you use to createcontacts.



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.


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.


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Create contactsBefore you begin: Add email addresses, PINs, phone numbers that support SMS text messages, and IP addresses forSNMP trap messages to the BlackBerry® Monitoring Service console so that you can create a list of addresses thatyou can use to create contacts.


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 Severitylevels 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 passcheck box.

7. To send a notification message to the contact when the BlackBerry Monitoring Service receives an SNMP trapmessage, 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 thecontact about, perform the following actions:

a. In the Available servers list, select the names of the computers that host the BlackBerry Enterprise Servercomponents.

b. Click Add.

10. Click Save.

Change contact information

1. In the BlackBerry® Monitoring Service console, on the Configuration menu, expand Notifications.


3. In the Name column, click the name of the contact.


5. Change the appropriate settings.

6. Click Save.

Delete contacts

1. In the BlackBerry® Monitoring Service console, on the Configuration menu, expand Notifications.


3. In the Name column, click the name of the contact.

4. Click Delete.


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Receiving SNMP trap messagesYou 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 theBlackBerry Enterprise Server instances and components from the SNMP trap messages. SNMP trap messages arelisted 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 IPaddress receives SNMP trap messages. If you do not specify an IP address, and the computer that hosts the BlackBerryMonitoring Service has multiple IP addresses, the BlackBerry Monitoring Service will check all of the IP addresses forincoming 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 becausethe BlackBerry Monitoring Service might not receive or display the SNMP trap messages.

Receive SNMP trap messages from BlackBerry Enterprise Server instancesBefore you begin: You must configure the computers that host the BlackBerry® Enterprise Server instances to sendSNMP 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.


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.

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Messages in the messages area of theBlackBerry Monitoring Service console

7

Viewing messagesThe BlackBerry® Monitoring Service creates a message in the messages area of the BlackBerry Monitoring Serviceconsole 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 messages1. 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.

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Reports 8

Generating reports about BlackBerry device users andBlackBerry Enterprise Server componentsYou can use the BlackBerry® Monitoring Service console to view a summary of the activity of BlackBerry device usersor BlackBerry® Enterprise Server components and generate default reports and custom reports. Default reportscontain data about BlackBerry device users only and you cannot customize default reports. Custom reports containdata about BlackBerry Enterprise Server components or BlackBerry device users, and you can specify the data thatthe custom reports include. Default reports and custom reports include current data only; you cannot generate areport 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 savereports that you generated. You can save the settings that you specified for a custom report and generate a newreport using the same settings the next time that you log in to the BlackBerry Monitoring Service console. Each timeyou generate a custom report using saved settings, the report contains current data.

Generate and view a default report about BlackBerry device usersYou can generate default reports to view data about all of the BlackBerry® device users in your organization'sBlackBerry 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 BlackBerryEnterprise Server component

1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand Reporting.

2. Click Create custom report.

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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 thecustom 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, performthe 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 Savereport configuration check box.

13. Click Generate report.

Generate a custom report using report settings that you savedBefore you begin: Create a custom report and save the report settings so that you can generate a new report usingthe same report settings later.


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


2. Click View generated reports.

3. In the Title column, click the appropriate report.

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Delete generated reports


2. Click View generated reports.

3. Click the trash can icon beside the appropriate report.

4. Click OK.

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Managing servers 9

Managing server maintenance windowsYou 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 theBlackBerry Enterprise Server components. For example, to prevent thresholds from going into an alarm state becausethe activity level of a component is low, you can specify that server maintenance windows occur overnight or onweekends 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 ortemporary server maintenance because the computer is not in use and the BlackBerry® Monitoring Service is notrequired 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 maintenancewindow for the computer that hosts the component to run at different times, the BlackBerry Monitoring Servicesuspends monitoring of the threshold for the entire time that the threshold maintenance window and servermaintenance window are running.

Specify maintenance windows

1. In the BlackBerry® Monitoring Service console, on the Configuration menu, expand Servers.


3. Click the wrench icon beside the server that you want to specify a maintenance window for.


Task Steps

Specify regular maintenance windows for a server. a. Click Edit server maintenance window.

b. Specify one or more start dates and start times and enddates and end times for the maintenance windows.

c. Click Save.

Specify a temporary maintenance window for a server. a. Click Edit temporary server maintenance window.

b. Specify the start date and start time and end date andend time for the temporary maintenance window.

c. Click Save.

5. Click Save.

Clear maintenance windows

1. In the BlackBerry® Monitoring Service console, on the Configuration menu, expand Servers.


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3. Click the wrench icon beside the server that you want to clear a maintenance window for.


Task Steps

Clear regular maintenance windows for a server. a. Click Edit server maintenance window.

b. Clear the check box beside the days that you want tostop running a maintenance window on.

c. Click Save.

Clear a temporary maintenance window for a server. Click Clear temporary server maintenance window.

5. Click Save.

Configuring SNMP server monitoring

Test configuration settings for servers that the BlackBerry MonitoringService uses SNMP to monitorYou can test configuration settings for servers that the BlackBerry® Monitoring Service uses SNMP to monitor toverify that the BlackBerry Monitoring Service can receive SNMP data about BlackBerry® Enterprise Servercomponents.



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 namesIf you change the SNMP port number and community name of a computer that hosts a BlackBerry® Enterprise Servercomponent, you can change the SNMP settings for the server in the BlackBerry Monitoring Service console to makesure that the BlackBerry Monitoring Service continues to receive SNMP data about the BlackBerry Enterprise Servercomponent.



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.

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Configuring non-SNMP server monitoringYou 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 aserver that it does not use SNMP to monitorYou can change how often the BlackBerry® Monitoring Service collects data from a server that it does not use SNMPto monitor. By default, the recurrence period is every 10,800 seconds.



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 theBlackBerry Monitoring Service to collect data from the server.

5. Click Save.

Change the key store password for the certificate that theBlackBerry Monitoring Service console usesTo 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 ina 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 EnterpriseServer > 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\BlackBerryEnterprise 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.

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The default location of the BlackBerry Monitoring Service installation is <drive>:\Program Files\Research InMotion\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 MonitoringServiceWhen you install the BlackBerry® Monitoring Service, the setup application generates an SSL certificate to make surethat all communication on the HTTPS connection is secure. After the installation process completes, you can chooseto 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 tothe 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 andprivate key by typing keytool -genkeypair -alias <alias_name> -keypass <password> -storepass <keystorepassword> -keystore "<drive>:\Program Files\Research In Motion\BlackBerry Enterprise Server\MonitoringService\bin\web.keystore" where <alias_name> is a name that you select, <password> is a password that youcreate, and <keystore password>is the SSL password that you specified when you installed the BlackBerryMonitoring Service.When the Java keytool prompts you for the first name and last name, type the FQDN of the computer that hoststhe BlackBerry Monitoring Service.

4. If you want to use a trusted certificate, use the Java keytool to import the root certificate of the certificateauthority by typing keytool -importcert -alias <alias_name> -file <root_certificate_file>.cer -trustcacerts -storepass <keystore password> -keystore "<drive>:\Program Files\Research In Motion\BlackBerry EnterpriseServer\Monitoring Service\bin\web.keystore" where <alias_name> is a name that you select.

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http://java.sun.com/javase/6/docs/technotes/tools/windows/keytool.html

http://java.sun.com/javase/6/docs/technotes/tools/windows/keytool.html

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 thecertificate.

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".

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BlackBerry Monitoring Service log files 10

Changing how BlackBerry Monitoring Service componentscreate log files

Change the maximum size of the log file for a BlackBerry Monitoring ServicecomponentIf the log file of a BlackBerry® Monitoring Service component reaches its maximum size, the BlackBerry MonitoringService either creates a new log file for the component or overwrites the current one, depending on whether youturn 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 componentthat 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 componentYou can change the logging level for a BlackBerry® Monitoring Service component so that you can specify how muchinformation the BlackBerry Monitoring Service saves in the log files.



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.


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Create a new log file for a BlackBerry Monitoring Service component whenthe current log file reaches the maximum sizeIf you turn on log auto-roll for a BlackBerry® Monitoring Service component, the BlackBerry Monitoring Servicecreates a new log file for the component when the current log file reaches its maximum size. If you turn off log auto-roll for a BlackBerry Monitoring Service component, the BlackBerry Monitoring Service overwrites the current logfile for the component when it reaches its maximum size. By default, log auto-roll is turned on for all BlackBerryMonitoring Service components.



3. In the Debug auto-roll drop-down list, click yes.

4. Click OK.


Change the identifier for the log file of a BlackBerry Monitoring ServicecomponentThe name of the log file for a BlackBerry® Monitoring Service component contains an identifier so that you can identifythe 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 defaultidentifier for the BlackBerry Monitoring Service Application Core component.



3. In the Debug log identifier field, type a new identifier name.

4. Click OK.


Prevent a BlackBerry Monitoring Service component from creating a dailylog file

1. On the computer that hosts the BlackBerry® Monitoring Service, on the taskbar, click Start > All Programs >BlackBerry Enterprise Server > BlackBerry Server Configuration.


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3. In the Debug log daily file drop-down list, click no.

4. Click OK.


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.


3. In the Debug log maximum daily file age field, type the number of days that you want the BlackBerry® EnterpriseServer to wait before it can delete the log files. To keep the log file indefinitely, type 0.

4. Click OK.


Change the character encoding of the log file for a BlackBerry MonitoringService componentYou can change the character encoding of the log files for a BlackBerry® Monitoring Service component so that theencoding supports the tools that you use to parse and examine the log files. You can specify a different characterencoding for each BlackBerry Monitoring Service component. You can use the ANSI®, UTF-8, and UTF-16LE characterencoding methods.



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.


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BlackBerry Threshold Analysis Tool 11

Creating thresholds using the BlackBerry ThresholdAnalysis ToolYou can use the BlackBerry® Threshold Analysis Tool to create thresholds that monitor specific data attributes of theBlackBerry® Enterprise Server components that are located in your organization's BlackBerry Domain. After the toolcreates 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 isstored in the BlackBerry Monitoring Service database to determine whether the activity level of a component isnormal. You must wait a minimum of four weeks after you install and turn on the BlackBerry Monitoring Service torun the tool so that it can accumulate a sufficient amount of historical data to create appropriate thresholds. If youaccumulate more than four weeks of historical data, the tool can create thresholds that are more accurate. The toolis designed to use historical data that demonstrates normal activity levels of a component. Do not run the tool if thetool 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 configurationfile to change the settings that the tool uses to create appropriate thresholds. If you use the default settings , thetool 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 Toolcreates thresholds forThe BlackBerry® Threshold Analysis Tool creates thresholds for specific data attributes of the BlackBerry® EnterpriseServer components. The tool displays names for the components and data attributes that are different from thenames that the BlackBerry Monitoring Service console displays. After you run the tool, the tool lists the componentsand 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.

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Locations and names of data attributes in theBlackBerry Monitoring Service console

Names of data attributes that the BlackBerry ThresholdAnalysis Tool displays in the command prompt windowand log file

Attachment Service > Statistics > Processing threads DCS_attachmentserver_stats > numprocthreadsAttachment Service > Statistics > Failed conversions DCS_attachmentserver_attachmentinfostats >

numfailedconversionsMessaging Agent > Statistics > Processing queue length DCS_besagent_queuestats > procqlenMessaging Agent > Statistics > Transactions detectedduring a rescan

DCS_besagent_rescanstats >transactionsdetectedviarescan

Messaging Agent > Statistics > Processing threads DCS_besagent_threads > numprocthreadsMessaging Agent > Messaging statistics > Messagesexpired

DCS_besagent_emailtostats > expired

Messaging Agent > Messaging statistics > More requests DCS_besagent_emailcounts > morerequestcountMessaging Agent > Wireless folder managementstatistics > Messages pending

DCS_besagent_otafmstatsto > pending

Messaging Agent > Wireless folder managementstatistics > Messages from

DCS_besagent_otafmstatsfrom > mfh

Messaging Agent > Messaging server connection >Failed connections

DCS_besagent_mailserverconn_stats > failedconns

Messaging Agent > Messaging server connection >Average response time

DCS_besagent_mailserverconn_avgrspstats >avgrsptime

Messaging Agent > Database connections > Errors DCS_besagent_databaseconn_connectionstats > errsController > Attachment Service connection > Restarts DCS_controller_attachmentsconn_stats > numrestartController > Messaging Agent connection > Restarts DCS_controller_mailagentsconn_stats > numrestartController > Synchronization Service connection >Restarts

DCS_controller_syncsconn_stats > numrestart

Controller > Policy Service connection > Restarts DCS_controller_policysconn_stats > numrestartController > MDS Connection Service connection >Restarts

DCS_controller_mdscsconn_stats > numrestart

Controller > Dispatcher connection > Restarts DCS_controller_dispconn_stats > numrestartController > Router connection > Restarts DCS_controller_routerconn_stats > numrestartDispatcher > Licensing >CALs available DCS_dispatcher_dispatcherlicenseconfig >

licenseremainingDispatcher > Statistics > Processing queue length DCS_dispatcher_dispatcherstats > procqlenDispatcher > Statistics > Email messages to DCS_dispatcher_cmimestatsto > mthDispatcher > Statistics > Email messages from DCS_dispatcher_cmimestatsfrom > mfhDispatcher > Statistics > Calendar messages to DCS_dispatcher_cicalstatsto > mthDispatcher > Statistics > Calendar messages from DCS_dispatcher_cicalstatsfrom > mfhDispatcher > Statistics > Address lookup messages to DCS_dispatcher_ alpstatsto > mthDispatcher > Statistics > Address lookup messages from DCS_dispatcher_ alpstatsfrom > mfh

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Dispatcher > Statistics > Synchronization messages to DCS_dispatcher_syncstatsto > mthDispatcher > Statistics > Synchronization messages from DCS_dispatcher_syncstatsfrom > mfhDispatcher > Statistics > IP proxy messages to DCS_dispatcher_ippstatsto > mthDispatcher > Statistics > IP proxy messages from DCS_dispatcher_ippstatsfrom > mfhDispatcher > Statistics > Application push messages to DCS_dispatcher_apppushstatsto > mthDispatcher > Statistics > Application push messagesfrom

DCS_dispatcher_apppushstatsfrom > mfh

Dispatcher > Statistics > Total messages to DCS_dispatcher_totaltrafficstatsto > mthDispatcher > Statistics > Total messages from DCS_dispatcher_totaltrafficstatsfrom > mfhDispatcher > Router SRP connection > Bytes transferred DCS_dispatcher_routersrpconn_srpconnstats >

bytestransferredDispatcher > Database connection > Errors DCS_dispatcher_databaseconn_connectionstats > errsCollaboration Service > Statistics > Processing queuelength

DCS_im_stats > procqlen

Collaboration Service > Statistics > Instant messagingpacket size (kilobytes)

DCS_im_imstats > imkbytes

MDS Connection Service > Statistics > Processing queuelength

DCS_mdscs_stats > procqlen

MDS Connection Service > Statistics > Push connections(packets)

DCS_mdscs_mdsstatsfrom >pushconnectionspacketcount

MDS Connection Service > Statistics > Active pushconnections

DCS_mdscs_mdsstatsto > mthconnectionsinmemory

MDS Connection Service > Statistics > Truncatedconnections

DCS_mdscs_mdssummary > truncatedconnections

Policy Service > Statistics > Processing Queue Length DCS_policyserver_stats > procqlenPolicy Service > Statistics > Messages pending DCS_policyserver_policystatsto > pendingPolicy Service > Statistics > Failed requests DCS_policyserver_policystatsfrom > requesterrorsPolicy Service > Database connection > Errors DCS_policyserver_databaseconn_connectionstats >

errsRouter > Statistics > Transactions to DCS_router_routertrafficstatsto > mthtransactionsRouter > Statistics > Transactions from DCS_router_routertrafficstatsfrom > mfhtransactionsRouter > SRP connection > Bytes transferred DCS_router_srpconn_srpconnstats > bytestransferredSynchronization Service > Statistics > Processing queuelength

DCS_syncserver_stats > procqlen

Synchronization Service > PIM statistics > Transactionsto

DCS_syncserver_pimsyncstatsto > mthtransactions

Synchronization Service > PIM statistics > Transactionsfrom

DCS_syncserver_pimsyncstatsfrom > mfhtransactions

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Synchronization Service > Database connection > Errors DCS_syncserver_databaseconn_connectionstats > errs

Configuring the BlackBerry Threshold Analysis ToolWhen you run the BlackBerry® Threshold Analysis Tool, it uses default settings to create thresholds and rules. Youcan create a configuration file that the tool can use to create thresholds and rules using settings that you specify. Inthe configuration file, you can specify the activity levels of BlackBerry® Enterprise Server components that you wantto identify as warning, error, or critical. You can also specify the amount of historical data that the tool uses todetermine 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 createa configuration file and specify the configuration file when you run the tool.

Sample: BlackBerry Threshold Analysis Tool configuration fileThe BlackBerry® Threshold Analysis Tool configuration file contains parameters and values that specify how theBlackBerry Threshold Analysis Tool creates thresholds. You can save the configuration file on the computer that hoststhe BlackBerry Monitoring Service, in the folder where the thresholdtool.exe file is located. By default, the locationof the thresholdtool.exe file is <drive>:\Program Files\Research In Motion\BlackBerry Enterprise Server\MonitoringService\tools. The configuration file must be a .txt file, and use ANSI® or UTF-8 encoding. To add comments to theconfiguration file, precede each comment with a number sign (#). You can type comments after the parameter andvalue 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 ThresholdAnalysis Tool uses to create thresholds. The tool records the values of data attributes every 10 minutes, and storesthe values in the BlackBerry Monitoring Service database. Each recorded value is a data point, and after 7 days, thetool accumulates 1008 data points for each data attribute.

Sample: Configuration file with default values

new proposed rules active = falseprevious proposed rules deleted = auto number of days to keep historical proposed rules = 30 critical trigger = 0.0% #the percentage symbol is optionalerror trigger = 0.0%warning trigger = 0.8% number of days in data point window = 30minimum number of data points required to generate rule = 1000 maximum number of data points used to generate rule = 10000

Parameters

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Parameter Permitted values Description

new proposed rules active • true• false

This parameter specifies whether the tool activates therules it creates. To activate the rules, specify true. Thetool adds "Proposed rule" to the notes section for therule in the BlackBerry Monitoring Service console.

If you change the value of this parameter to false afteryou run the tool with the parameter specified as true,new rules are active and rules that the tool createdpreviously are inactive.

The default value is false.previous proposed rulesdeleted

• auto• true• false

This parameter specifies whether the tool deletes all ofthe rules that it created prior to when you run the tool.If the value is auto, the tool deletes rules it created onthe day that you run the tool. If the value is true, the tooldeletes all of the rules that it created prior to when yourun the tool. If the value is false, the tool deactivates butdoes not delete rules that it created prior to when yourun the tool, and the tool adds "Historical" to the notessection for the rule in the BlackBerry Monitoring Serviceconsole for each rule that it created prior to when yourun the tool.

The default value is auto.number of days tomaintain historicalproposed rules

0 to 30 This parameter specifies the number of days that thetool 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 determinewhether the activity level of a data attribute isabnormally low or abnormally high.

This tool uses the values of the highest and lowestactivity levels of a data attribute to create two rules withalarm severities of critical.

For example, if you configure 0.1% as the value for thecritical trigger parameter, the tool uses the lowest andhighest values that total 0.1% of the total activity of thedata attribute.

The default value is 0.0%.


52

Parameter Permitted values Description

error trigger 0.0% to 5.0% This parameter specifies the percentage of dataattribute activity that the tool uses to determinewhether the activity level of a data attribute isabnormally low or abnormally high.

This tool uses the values of the highest and lowestactivity levels of a data attribute to create two rules withalarm severities of error.

For example, if you configure 0.3% as the value for theerror trigger parameter, the tool uses the lowest andhighest values that total 0.3% of the total activity of thedata 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 determinewhether the activity level of a data attribute isabnormally low or abnormally high.

This tool uses the values of the highest and lowestactivity levels of a data attribute to create two rules withalarm severities of warning.

For example, if you configure 0.8% as the value for thewarning trigger parameter, the tool uses the lowest andhighest values that total 0.8% of the total activity of thedata attribute.

If you do not specify the critical trigger or error triggerparameter, the default value is 0.8%. If you specify thecritical trigger or error trigger parameter, the defaultvalue is 0.0%.

number of days in datapoint window

1 to no limit This parameter specifies the number of most recentdays that the tool uses historical data from to createthresholds.

The default value is 30.minimum number of datapoints required togenerate rule

0 to 50,000 This parameter specifies the minimum amount ofhistorical data that the tool uses to create thresholds.

The default value is 1000.maximum number of datapoints used to generaterule

1000 to 50,000 This parameter specifies the maximum amount ofhistorical data that the tool uses to create thresholds.

The default value is 10,000.


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Running the BlackBerry Threshold Analysis ToolYou can run the BlackBerry® Threshold Analysis Tool using the .exe file of the tool and by typing parameters in acommand prompt window. The .exe file of the tool is installed during the BlackBerry Monitoring Service installationprocess.

If you run the tool, you must type a parameter that specifies whether the tool adds the rules that it creates for thethresholds to the BlackBerry Monitoring Service console and stores the rules in the BlackBerry Monitoring Servicedatabase. If the tool does not store the rules in the BlackBerry Monitoring Service database, the rules are not activeor available in the BlackBerry Monitoring Service console. You can run the tool without storing rules in the BlackBerryMonitoring Service database if you want to test the configuration settings and to preview the rules that the tool cancreate before you activate the rules. After you run the tool, you can preview the rules in the command promptwindow 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 BlackBerryMonitoring 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 includeerrors, warnings, and summaries of the rules that the tool created. By default, the tool saves log files on the computerthat hosts the BlackBerry Monitoring Service, in <drive>:\Program Files\Research In Motion\BlackBerry EnterpriseServer\Logs.

Run the BlackBerry Threshold Analysis ToolBefore you begin: On the computer that hosts the BlackBerry® Monitoring Service, in the Windows® Services, stopthe 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\ResearchIn 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 windowwithout 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 BlackBerryMonitoring Service database. This option automatically updates existing rules and adds any new rules to theBlackBerry Monitoring Service.

• Type thresholdtool [-update | -noupdate] -i <file_name_of_configuration_file> to specify a configurationfile 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.

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Parameters for running the BlackBerry Threshold Analysis ToolYou can type parameters in the command-prompt window to specify instructions for the BlackBerry® ThresholdAnalysis Tool tool to use when it creates rules for monitoring the BlackBerry® Enterprise Server data attributes.

Parameter Description Required

-update This parameter specifies that thetool adds the rules that it creates inthe BlackBerry Monitoring Serviceconsole and stores the rules in theBlackBerry Monitoring Servicedatabase.

yes, if you do not specify the -noupdate, -h, or -? parameter

-noupdate This parameter specifies that thetool does not add the rules that itcreates in the BlackBerry MonitoringService console and does not storethe rules in the BlackBerryMonitoring Service database.

You can specify this parameter if youwant to test the settings in aconfiguration file that you created,or to preview the rules that the toolcreates in the command-promptwindow or log file.

yes, if you do not specify the -update, -h, or -? parameter

-i<file_name_of_configuration_file>

This parameter specifies theconfiguration file that the tool usesto create rules.

no

-h or -? This parameter specifies that thetool displays help information in thecommand-prompt window whenyou run the tool. If you specify thisparameter when you run the tool,the tool does not use the otherparameters.

yes, if you do not specify the -updateor -noupdate parameter


55

Best practice: Preventing the BlackBerry Threshold Analysis Tool fromoverwriting rules that you customizedWhen the BlackBerry® Threshold Analysis Tool creates a rule for a threshold, it adds notes to the notes section ofthe 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 newrule when you run the tool.


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Using SNMP to monitor BlackBerry EnterpriseServer components and BlackBerry deviceusers

12

SNMP components that you can use to monitor BlackBerryEnterprise Server components and BlackBerry device usersYou can use third-party SNMP tools instead of the BlackBerry® Monitoring Service to send and receive informationabout the configuration and activity of BlackBerry® Enterprise Server components and BlackBerry device users inyour organization's BlackBerry Domain.

To use SNMP to monitor BlackBerry Enterprise Server components and BlackBerry device users, you require an SNMPservice and an SNMP management tool. An SNMP service is a service that is located in the Windows® Services andcontains an SNMP agent that sends trap messages to an SNMP management tool when the activity of BlackBerryEnterprise Server components and BlackBerry device users meets specific conditions. The conditions are defined ina MIB, which is a database that describes variables, including what each SNMP trap value represents. Any applicationthat 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 sendsto the SNMP management tool. By default, the SNMP management tool displays the OID of a condition. An OID is asequence of integers that identifies a class value within a class hierarchy. All SNMP OIDs and SNMP traps for BlackBerryEnterprise Server version 5.0 begin with the class value 1.3.6.1.4.1.3530.6. To uniquely identify a class value withina 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 theproperties of a OID value in the SNMP management tool to verify that the value applies to your organization'senvironment.

SNMP operations that the BlackBerry Enterprise Server supportsThe BlackBerry® Enterprise Server supports specific SNMP operations. You can use SNMP operations to retrieve datafrom an SNMP agent on a computer that hosts a BlackBerry Enterprise Server and send the data to an SNMPmanagement tool.

Operation Description

Get This operation retrieves the value for a specific MIB item.Get next This operation retrieves the value and OID of items in the order that they

appear in a MIB file.Trap This operation sends SNMP trap messages from the SNMP agent to the

SNMP trap management tool. SNMP trap messages contain data aboutspecific activities that the BlackBerry Enterprise Server performs.

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MIBs for the BlackBerry Enterprise ServerBy default, the MIBs for a BlackBerry® Enterprise Server are located on the computer that hosts the BlackBerryEnterprise 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 BlackBerryEnterprise Server components.

MIB file Description

BLACKBERRYSERVERMIB-SMIV2.mib

This is the MIB for the latest BlackBerry Enterprise Server version.

BLACKBERRYSERVERMIB-SMIv2_Compat.mib

This is the MIB for the latest BlackBerry Enterprise Server version in thesame format as the MIB for BlackBerry Enterprise Server version 4.1. Youcan use this MIB to maintain compatibility with the current monitoringsystem when you upgrade your organization's environment to the latestBlackBerry Enterprise Server version.

Configuring SNMP monitoring

System requirements: SNMP monitoring software and settings for the SNMPservice

Item Requirement

SNMP monitoringsoftware

• 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 Serveror on a separate computer

• MIB compiler on the computer that you installed the SNMP management tool on if aMIB compiler is not included with the SNMP management tool

SNMP servicesettings

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

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Verifying the SNMP agent settings in the Registry EditorThe SNMP agent is the component of the SNMP service that receives and processes requests from the SNMPmanagement tool.

If you install a BlackBerry® Enterprise Server before you install the SNMP service, verify that the settings for the SNMPagent exist in the Registry Editor. If the settings for the SNMP agent do not exist in the Registry Editor, add them andrestart 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 EnterpriseServer\Monitoring Service\SNMPAgent\CompatVersion

PathName C:\Program Files\Research In Motion\BlackBerry Enterprise Server\MonitoringService\dll\BMSI_SNMP_Agent_Compat.dll

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\SNMP\Parameters\ExtensionAgents

RIM.SNMPAgentCompat

SOFTWARE\Research In Motion\BlackBerryEnterprise Server\Monitoring Service\SNMPAgent\CompatVersion

HKEY_LOCAL_MACHINE\SOFTWARE\Research In Motion\BlackBerry EnterpriseServer\Monitoring Service\SNMPAgent\CurrentVersion

PathName C:\Program Files\Research In Motion\BlackBerry Enterprise Server\MonitoringService\dll\BMSI_SNMP_Agent.dll

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\SNMP\Parameters\ExtensionAgents

RIM.SNMPAgent SOFTWARE\Research In Motion\BlackBerryEnterprise Server\Monitoring Service\SNMPAgent\CurrentVersion

Compile the MIB for a BlackBerry Enterprise Server and configure the SNMPmanagement tool to receive SNMP dataTo use the MIB for a BlackBerry® Enterprise Server with a third-party SNMP management tool, you must compile theMIB 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 compilinga MIB.

2. Use the MIB compiler that you installed with the third-party SNMP management tool to compile the MIB. Thedefault location of the BLACKBERRYSERVERMIB-SMIV2.mib file is <drive>:\Program Files\Research In Motion\BlackBerry Enterprise Server\Monitoring Service\bin.

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Configuring SNMP trapsTo monitor a BlackBerry® Enterprise Server using SNMP traps, you must install and configure an SNMP trapmanagement tool on the computer that hosts the BlackBerry Enterprise Server or on a separate computer. The SNMPagent on the computer that hosts the BlackBerry Enterprise Server sends SNMP trap messages to the SNMP trapmanagement tool.

You can use the SNMP trap management tool that is included in the SNMP management tool that you installed or astandalone SNMP trap management tool. If you use a standalone SNMP trap management tool, make sure that SNMPtrap services are not running on the BlackBerry Enterprise Server.

Configure the SNMP trap serviceTo send SNMP trap messages from the BlackBerry® Enterprise Server to an SNMP management tool that is locatedon a computer that is separate from the computer that hosts the BlackBerry Enterprise Server, you must specifywhere 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 EnterpriseServer and that SNMP service is running.

On the computer that hosts the BlackBerry Enterprise Server, in the Windows® Services, change the followingsettings 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 useDescription

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.

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Troubleshooting 13

Troubleshooting: BlackBerry Monitoring Serviceconnections

A user cannot log in to the BlackBerry Monitoring ServicePossible cause

If your organization's environment includes a firewall located between the BlackBerry® Administration Service andBlackBerry 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 solutionConfigure the JNDI delegate port to use a specific port number and open the port on the firewall by performing thefollowing 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>. Theport 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.

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Glossary 14ANSI

American National Standards Institute

BlackBerry DomainA BlackBerry Domain consists of the BlackBerry Configuration Database with its users and any BlackBerry®Enterprise Server instances that connect to it.

BlackBerry CALA BlackBerry® Client Access License (BlackBerry CAL) limits how many users you can add to a BlackBerry®Enterprise Server.

FQDNfully qualified domain name

IP addressAn Internet Protocol (IP) address is an identification number that each computer or mobile device uses when itsends or receives information over a network, such as the Internet. This identification number identifies thespecific computer or mobile device on the network.

JNDIJava® Naming and Directory Interface

messaging serverA messaging server sends and processes messages and provides collaboration services, such as updating andcommunicating calendar and address book information.

MIBManagement Information Base

OIDobject identifier

PINpersonal identification number

SMSShort Message Service

SMTPSimple Mail Transfer Protocol

SNMP

Monitoring Guide Glossary

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Simple Network Management Protocol

SRPServer Routing Protocol

SSLSecure Sockets Layer

TLSTransport Layer Security

UCSUniversal Content Stream

UTFUCS Transformation Format

Monitoring Guide Glossary

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

Monitoring Guide Provide feedback

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http://www.blackberry.com/docsfeedback

Legal notice 16©2011 Research In Motion Limited. All rights reserved. BlackBerry®, RIM®, Research In Motion®, and relatedtrademarks, names, and logos are the property of Research In Motion Limited and are registered and/or used in theU.S. and countries around the world.

ANSI is a trademark of the American National Standards Institute. Java is a trademark of Oracle America, Inc.Microsoft, Active Directory, and Windows are trademarks of Microsoft Corporation. Novell and GroupWise aretrademarks of Novell, Inc. All other trademarks are the property of their respective owners.

This documentation including all documentation incorporated by reference herein such as documentation providedor made available at www.blackberry.com/go/docs is provided or made accessible "AS IS" and "AS AVAILABLE" andwithout condition, endorsement, guarantee, representation, or warranty of any kind by Research In Motion Limitedand its affiliated companies ("RIM") and RIM assumes no responsibility for any typographical, technical, or otherinaccuracies, errors, or omissions in this documentation. In order to protect RIM proprietary and confidentialinformation and/or trade secrets, this documentation may describe some aspects of RIM technology in generalizedterms. RIM reserves the right to periodically change information that is contained in this documentation; however,RIM makes no commitment to provide any such changes, updates, enhancements, or other additions to thisdocumentation to you in a timely manner or at all.

This documentation might contain references to third-party sources of information, hardware or software, productsor services including components and content such as content protected by copyright and/or third-party web sites(collectively the "Third Party Products and Services"). RIM does not control, and is not responsible for, any ThirdParty Products and Services including, without limitation the content, accuracy, copyright compliance, compatibility,performance, trustworthiness, legality, decency, links, or any other aspect of Third Party Products and Services. Theinclusion of a reference to Third Party Products and Services in this documentation does not imply endorsement byRIM of the Third Party Products and Services or the third party in any way.

EXCEPT TO THE EXTENT SPECIFICALLY PROHIBITED BY APPLICABLE LAW IN YOUR JURISDICTION, ALL CONDITIONS,ENDORSEMENTS, GUARANTEES, REPRESENTATIONS, OR WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED,INCLUDING WITHOUT LIMITATION, ANY CONDITIONS, ENDORSEMENTS, GUARANTEES, REPRESENTATIONS ORWARRANTIES OF DURABILITY, FITNESS FOR A PARTICULAR PURPOSE OR USE, MERCHANTABILITY, MERCHANTABLEQUALITY, NON-INFRINGEMENT, SATISFACTORY QUALITY, OR TITLE, OR ARISING FROM A STATUTE OR CUSTOM ORA COURSE OF DEALING OR USAGE OF TRADE, OR RELATED TO THE DOCUMENTATION OR ITS USE, OR PERFORMANCEOR NON-PERFORMANCE OF ANY SOFTWARE, HARDWARE, SERVICE, OR ANY THIRD PARTY PRODUCTS AND SERVICESREFERENCED HEREIN, ARE HEREBY EXCLUDED. YOU MAY ALSO HAVE OTHER RIGHTS THAT VARY BY STATE ORPROVINCE. SOME JURISDICTIONS MAY NOT ALLOW THE EXCLUSION OR LIMITATION OF IMPLIED WARRANTIES ANDCONDITIONS. TO THE EXTENT PERMITTED BY LAW, ANY IMPLIED WARRANTIES OR CONDITIONS RELATING TO THEDOCUMENTATION TO THE EXTENT THEY CANNOT BE EXCLUDED AS SET OUT ABOVE, BUT CAN BE LIMITED, AREHEREBY LIMITED TO NINETY (90) DAYS FROM THE DATE YOU FIRST ACQUIRED THE DOCUMENTATION OR THE ITEMTHAT IS THE SUBJECT OF THE CLAIM.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW IN YOUR JURISDICTION, IN NO EVENT SHALL RIM BELIABLE FOR ANY TYPE OF DAMAGES RELATED TO THIS DOCUMENTATION OR ITS USE, OR PERFORMANCE OR NON-PERFORMANCE OF ANY SOFTWARE, HARDWARE, SERVICE, OR ANY THIRD PARTY PRODUCTS AND SERVICES

Monitoring Guide Legal notice

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REFERENCED HEREIN INCLUDING WITHOUT LIMITATION ANY OF THE FOLLOWING DAMAGES: DIRECT,CONSEQUENTIAL, EXEMPLARY, INCIDENTAL, INDIRECT, SPECIAL, PUNITIVE, OR AGGRAVATED DAMAGES, DAMAGESFOR LOSS OF PROFITS OR REVENUES, FAILURE TO REALIZE ANY EXPECTED SAVINGS, BUSINESS INTERRUPTION, LOSSOF BUSINESS INFORMATION, LOSS OF BUSINESS OPPORTUNITY, OR CORRUPTION OR LOSS OF DATA, FAILURES TOTRANSMIT OR RECEIVE ANY DATA, PROBLEMS ASSOCIATED WITH ANY APPLICATIONS USED IN CONJUNCTION WITHRIM PRODUCTS OR SERVICES, DOWNTIME COSTS, LOSS OF THE USE OF RIM PRODUCTS OR SERVICES OR ANY PORTIONTHEREOF OR OF ANY AIRTIME SERVICES, COST OF SUBSTITUTE GOODS, COSTS OF COVER, FACILITIES OR SERVICES,COST OF CAPITAL, OR OTHER SIMILAR PECUNIARY LOSSES, WHETHER OR NOT SUCH DAMAGES WERE FORESEEN ORUNFORESEEN, AND EVEN IF RIM HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW IN YOUR JURISDICTION, RIM SHALL HAVE NO OTHEROBLIGATION, DUTY, OR LIABILITY WHATSOEVER IN CONTRACT, TORT, OR OTHERWISE TO YOU INCLUDING ANYLIABILITY FOR NEGLIGENCE OR STRICT LIABILITY.

THE LIMITATIONS, EXCLUSIONS, AND DISCLAIMERS HEREIN SHALL APPLY: (A) IRRESPECTIVE OF THE NATURE OF THECAUSE OF ACTION, DEMAND, OR ACTION BY YOU INCLUDING BUT NOT LIMITED TO BREACH OF CONTRACT,NEGLIGENCE, TORT, STRICT LIABILITY OR ANY OTHER LEGAL THEORY AND SHALL SURVIVE A FUNDAMENTAL BREACHOR BREACHES OR THE FAILURE OF THE ESSENTIAL PURPOSE OF THIS AGREEMENT OR OF ANY REMEDY CONTAINEDHEREIN; AND (B) TO RIM AND ITS AFFILIATED COMPANIES, THEIR SUCCESSORS, ASSIGNS, AGENTS, SUPPLIERS(INCLUDING AIRTIME SERVICE PROVIDERS), AUTHORIZED RIM DISTRIBUTORS (ALSO INCLUDING AIRTIME SERVICEPROVIDERS) AND THEIR RESPECTIVE DIRECTORS, EMPLOYEES, AND INDEPENDENT CONTRACTORS.

IN ADDITION TO THE LIMITATIONS AND EXCLUSIONS SET OUT ABOVE, IN NO EVENT SHALL ANY DIRECTOR, EMPLOYEE,AGENT, DISTRIBUTOR, SUPPLIER, INDEPENDENT CONTRACTOR OF RIM OR ANY AFFILIATES OF RIM HAVE ANYLIABILITY ARISING FROM OR RELATED TO THE DOCUMENTATION.

Prior to subscribing for, installing, or using any Third Party Products and Services, it is your responsibility to ensurethat your airtime service provider has agreed to support all of their features. Some airtime service providers mightnot offer Internet browsing functionality with a subscription to the BlackBerry® Internet Service. Check with yourservice provider for availability, roaming arrangements, service plans and features. Installation or use of Third PartyProducts and Services with RIM's products and services may require one or more patent, trademark, copyright, orother licenses in order to avoid infringement or violation of third party rights. You are solely responsible fordetermining whether to use Third Party Products and Services and if any third party licenses are required to do so.If required you are responsible for acquiring them. You should not install or use Third Party Products and Servicesuntil all necessary licenses have been acquired. Any Third Party Products and Services that are provided with RIM'sproducts and services are provided as a convenience to you and are provided "AS IS" with no express or impliedconditions, endorsements, guarantees, representations, or warranties of any kind by RIM and RIM assumes no liabilitywhatsoever, in relation thereto. Your use of Third Party Products and Services shall be governed by and subject toyou agreeing to the terms of separate licenses and other agreements applicable thereto with third parties, exceptto the extent expressly covered by a license or other agreement with RIM.

Certain features outlined in this documentation require a minimum version of BlackBerry® Enterprise Server,BlackBerry® Desktop Software, and/or BlackBerry® Device Software.


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The terms of use of any RIM product or service are set out in a separate license or other agreement with RIM applicablethereto. NOTHING IN THIS DOCUMENTATION IS INTENDED TO SUPERSEDE ANY EXPRESS WRITTEN AGREEMENTS ORWARRANTIES PROVIDED BY RIM FOR PORTIONS OF ANY RIM PRODUCT OR SERVICE OTHER THAN THISDOCUMENTATION.

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