Monitoring Guide Blackberry Server for Exchange

BlackBerry Enterprise ServerVersion: 5.0 | Service Pack: 3Monitoring 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 Descriptionweb-based administration console You can use the BlackBerry Monitoring Service console to monitor a

BlackBerry 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, component

version, and computer name statistics such as CPU usage, memory usage, number of requests to

process, and number of processing threads BlackBerry Client Access License information, such as the number of

used and available licenses high availability information, such as the status of components that are

configured for high availability policy information, such as the service books and IT policies that the

BlackBerry Enterprise Server sends to BlackBerry devices

Monitoring Guide BlackBerry Enterprise Server monitoring solution

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Feature Description messaging statistics, such as the number of email messages that

BlackBerry devices send and receive messaging server information, such as the hung thread count connection information for the BlackBerry Configuration Database,

BlackBerry Controller, and SRP 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 DescriptionThe 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 consoleWeb 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://:8443/webconsole/app, where 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 :\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 PermissionSecurity Administrator performs all actions in the BlackBerry Administration Service console and

BlackBerry Monitoring Service consoleEnterprise Administrator views but cannot change BlackBerry device user accounts and performs all

other 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 areacannot 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 DescriptionCreate 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 a

group 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 an

administrator 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 Descriptiontree view The tree view pane displays the monitoring and configuration menus which

you 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 DescriptionYou 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://:8443/webconsole/app, where 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 to

monitor.4. In the SNMP configuration section, in the appropriate fields, type the SNMP port number and community name

for the computer that hosts the BlackBerry Enterprise Server. The community name is case sensitive.5. Select the Turn on monitoring check box.6. Click Save.

Turn on monitoring for a non-SNMP 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.1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers.2. Click Manage servers.3. Click the wrench icon beside the non-SNMP server that you want to monitor.4. In the Configuration section, confirm that the Turn on monitoring check box is selected.5. Click Save.

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 components1. 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 DescriptionData 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 DescriptionConnection 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 DescriptionLast 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.2. Expand a component.3. Click an instance of the component.4. On the Database connection tab view the connection data attributes.

Monitoring BlackBerry Enterprise Server components 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 type

Status 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 StepsCreate 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 users1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users.2. Click Monitor Users.3. Search for a user account.4. Click the display name for the user account.5. On the appropriate tab, locate the configuration settings or data attributes that you want to view.

Related 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 BlackBerryEnterprise Server instances. If you do not configure the BlackBerry Monitoring Service to receive SNMP trap messages,you cannot display the reason that a user account is not initialized or the time that the initialization status changed.1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users.2. Click Monitor users.3. In the Initialization state drop-down list , click Not Initialized.4. Click Search.5. In the list of uninitialized user accounts, click the display name for a user account. The reason that the device is

not initialized is displayed in red font near the top of the window.Related 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.1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users.2. Click Monitor Users.3. Search for a user account.4. Click the display name for the user account.5. Click Run diagnostic test.6. After approximately 40 minutes, on the Device Diagnostics statistics tab, in the Configuration section, check

the Time stamp value to determine whether the diagnostic test results are current.If the diagnostic test results are not current, the BlackBerry Monitoring Service console displays the results of 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.1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users.2. Click Monitor users.3. Search for a user account.4. Click the display name for the user account.5. Click Run ping test.

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Using thresholds to monitor BlackBerryEnterprise Server components and BlackBerrydevice users

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

of the following conditions: the value of the data attribute is less than a value that you specify the value of the data attribute is greater than a value that you specify

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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 component1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology

> BlackBerry domain > Components.2. Expand a component.3. Click an instance of the component.4. On the tab for the data attribute that you want to monitor, click the data attribute.5. In the Rule section, click Add rule.6. In the Rule section, select the Active check box.7. Use the drop-down lists to specify the conditions of the rule.8. For BlackBerry Enterprise Server components that you configured for high availability, in the Scope section, in

the High Availability Scope drop-down list, click one of the following options: To continue monitoring a component after a failover occurs, click Both Primary/Active and Standby. To monitor a component of the primary BlackBerry Enterprise Server instance, click Primary/Active Only. To monitor a component of the standby BlackBerry Enterprise Server instance, click Standby only.

9. Click Save.10. Click Save.

Example: Monitoring how much memory the BlackBerry Dispatcher component 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.1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users.2. Click Monitor Users.3. Search for a user account.4. Click the display name for the user account.5. On the tab for the data attribute of the BlackBerry device user that you want to monitor, click the data attribute.6. In the Rule section, click Add rule.7. In the Rule section, select the Active check box.8. In the drop-down lists and fields, specify the conditions of the rule.9. Click Save.10. Click Save.

Example: Monitoring how often an encryption key is generated for a BlackBerry deviceIf 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 CriticalTo create the second rule, in the Rule section, specify the following values: If elapsed time since VALUE is greater than 30 Day ErrorTo 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 rulesChange the conditions of a rule1. Perform one of the following tasks:

Task StepsLocate 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 rule1. Perform one of the following tasks:

Task StepsLocate a rule for a data attribute ofa BlackBerry Enterprise Servercomponent.




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Task StepsLocate a rule for a data attribute ofa BlackBerry device user. a. In the BlackBerry Monitoring Service console, on the Monitoringmenu, expand Users.


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 threshold1. Perform one of the following tasks:

Task StepsLocate a threshold for a dataattribute of a BlackBerryEnterprise Server component.



Locate a threshold for a dataattribute of a BlackBerry deviceuser.

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 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.1. Perform one of the following tasks:

Task StepsLocate a threshold for a dataattribute of a BlackBerryEnterprise Server component.



Locate a threshold for a dataattribute of a BlackBerry deviceuser.

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


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 5Identifying 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 Descriptionnone You did not define or activate a threshold for the data

attribute.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 userThe 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, BlackBerryEnterprise 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.1. Perform one of the following tasks:

Task StepsCheck for alarms for a component a. In the BlackBerry Monitoring Service console, on the Monitoring

menu, expand BlackBerry solution topology > BlackBerry domain> Components.

b. Expand a component.c. Click an instance of the component.

Check for alarms for a BlackBerrydevice user a. In the BlackBerry Monitoring Service console, on the Monitoringmenu, expand Users.


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 panelSort 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 alarms1. 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 alarms1. 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 6Configuring how the BlackBerry Monitoring Service sendsnotification messagesConfigure 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 > Notification

services.2. Click Email.3. Click Edit configuration.4. Add the SMTP settings for the messaging server.5. To test the SMTP settings, send a test email message.

a. In the Test address field, type your email address.b. Click Test email.c. Check the inbox of your email account to confirm that the BlackBerry Monitoring Service sent the test email

message.6. Click Save.

Configure the BlackBerry Monitoring Service to send SMS text 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 > Notification

services.2. Click SMS.3. In the Device drop-down list, click the modem.4. To test that the BlackBerry Monitoring Service sends SMS text messages, send a test SMS text message.

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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 text

message.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 contactsAdd email addresses for recipients that do not belong to the BlackBerry Domain thatthe BlackBerry Monitoring Service monitorsThe 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 environmentYou 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.1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications.2. Click Manage addresses.3. Click Create new email or trap IP address.4. In the Type drop-down list, click Trap.5. In the Address field, type the IP address.6. To specify the SNMP port number and SNMP community name of the computer, in the Address field, after the

IP address, type the SNMP port number and SNMP community name using the following format:::.

7. Click Save.Add contact information for a BlackBerry device user in your organization'sBlackBerry DomainYou 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.1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications.2. Click Manage addresses.3. Click Search BlackBerry enabled users for email, PIN or SMS address.4. Perform one of the following actions:

To search for all user accounts, click Search. To search for a specific user account, specify search criteria. Click Search.

5. Click the display name for the user account.6. Perform any of the following actions:

To add the email address of the user account, click Add email address to the address list. To add the PIN of the user account, click Add PIN address to the address list. To add the phone number of the user account, click Add SMS address to the address list.


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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.1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications.2. Click Manage contacts.3. Click Create new contact.4. In the Name field, type the name of the contact.5. To specify the alarm severities that the BlackBerry Monitoring Service notifies the contact about, in the Severity

levels section, select the critical, warning, or error check boxes.6. To send a notification message to the contact when a threshold goes into a pass state, select the Notify on pass

check box.7. To send a notification message to the contact when the BlackBerry Monitoring Service receives an SNMP trap

message, select the Notify on event check box.8. To add addresses to the contact, in the Available addresses list, select the addresses and click Add.9. To specify the BlackBerry Enterprise Server components that have thresholds that you want to notify the

contact about, perform the following actions:a. In the Available servers list, select the names of the computers that host the BlackBerry Enterprise Server

components.b. Click Add.

10. Click Save.

Change contact information1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications.2. Click Manage contacts.3. In the Name column, click the name of the contact.4. Click Edit configuration.5. Change the appropriate settings.6. Click Save.

Delete contacts1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications.2. Click Manage contacts.3. In the Name column, click the name of the contact.4. Click Delete.


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Receiving SNMP trap messagesYou can configure the BlackBerry Monitoring Service to receive SNMP trap messages from the BlackBerryEnterprise 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.3. Click Edit configuration.4. Select the Trap listener enabled check box.5. To receive SNMP trap messages from a specific computer, perform the following actions:

In the Trap IP field, type the IP address of the computer that you want to receive SNMP trap messages from. In the Trap port field, type the port number of the computer that you want to receive SNMP trap messages

from. In the Community field, type the community name of the computer that you want to receive SNMP trap

messages from.6. Click Save.

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Messages in the messages area of theBlackBerry Monitoring Service console

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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 overEach message in the messages area includes the date, time, and a short description of the event that occurred.

View messages1. 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 8Generating 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 component1. 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, perform

the following actions: Clear the All check box. In the Show rows field, type the number of records.

12. To save the report settings so that you can generate a new report using the same settings later, select the 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.1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Reporting.2. Click Create custom report.3. In the Saved report configurations section, click the name of the report.4. Click Generate report.

View generated reports1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Reporting.2. Click View generated reports.3. In the Title column, click the appropriate report.

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Delete generated reports1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Reporting.2. Click View generated reports.3. Click the trash can icon beside the appropriate report.4. Click OK.

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Managing servers 9Managing 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 windows1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers.2. Click Manage servers.3. Click the wrench icon beside the server that you want to specify a maintenance window for.4. Perform one of the following tasks:

Task StepsSpecify 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 windows1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers.2. Click Manage servers.

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3. Click the wrench icon beside the server that you want to clear a maintenance window for.4. Perform one of the following tasks:

Task StepsClear 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 monitoringTest 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

Monitoring Guide Blackberry Server for Exchange

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