Bes Monitoring Guide

BlackBerry Enterprise Server Version: 5.0

Monitoring Guide

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Contents 1

BlackBerry Enterprise Server monitoring solution................................................................................................................. BlackBerry Monitoring Service...................................................................................................................................................... Web address and user roles for the BlackBerry Monitoring Service console........................................................................... Web address for the BlackBerry Monitoring Service console............................................................................................ Roles and permissions for the BlackBerry Monitoring Service console........................................................................... Best practice: Creating administrator accounts that can access the BlackBerry Monitoring Service console........... Overview of the BlackBerry Monitoring Service console........................................................................................................... Turn on monitoring for a BlackBerry Enterprise Server..............................................................................................................

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2 Monitoring BlackBerry Enterprise Server components......................................................................................................... Viewing configuration settings and activity levels of data attributes of BlackBerry Enterprise Server components......... View configuration settings and activity levels of data attributes of BlackBerry Enterprise Server components...... Generate a graph that shows data for a BlackBerry Enterprise Server component....................................................... Monitoring BlackBerry Enterprise Server components that you configured for high availability......................................... Status of BlackBerry Enterprise Server components in the BlackBerry Monitoring Service console after a failover occurs....................................................................................................................................................................................... Create a threshold that you can use to monitor a BlackBerry Enterprise Server component............................................... Monitoring hung threads for the BlackBerry Messaging Agent............................................................................................... Monitor hung threads for the BlackBerry Messaging Agent............................................................................................ BlackBerry Enterprise Server components that the BlackBerry Monitoring Service cannot monitor...................................

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3 Monitoring BlackBerry devices and user activity................................................................................................................... Search for a user account.............................................................................................................................................................. Viewing configuration settings and activity levels of data attributes of BlackBerry device users........................................ View configuration settings and activity levels of data attributes of BlackBerry device users..................................... BlackBerry device diagnostic test......................................................................................................................................... Creating a threshold that you can use to monitor a data attribute of a BlackBerry device user.......................................... Ping a BlackBerry device................................................................................................................................................................

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4 Using thresholds to monitor BlackBerry Enterprise Server components and BlackBerry device users......................... Creating thresholds, rules, and alarms......................................................................................................................................... Rule types................................................................................................................................................................................ Create a threshold that you can use to monitor a BlackBerry Enterprise Server component....................................... Creating a threshold that you can use to monitor a data attribute of a BlackBerry device user..................................

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Changing and deleting rules................................................................................................................................................. Changing the order that rules appear in the BlackBerry Monitoring Service console.................................................. Specify a threshold maintenance window...........................................................................................................................

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5 Alarms........................................................................................................................................................................................... Identifying alarms........................................................................................................................................................................... Color, state, and severity of alarm icons.............................................................................................................................. Identifying alarms and alarm severity in the alarm panel................................................................................................. Check for alarms for a BlackBerry Enterprise Server component or BlackBerry device user........................................ Managing alarms in the alarm panel........................................................................................................................................... Sort thresholds in the alarm panel....................................................................................................................................... Suspend and resume alarms................................................................................................................................................. Delete alarms..........................................................................................................................................................................

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6 Configuring notification messages........................................................................................................................................... Configuring how the BlackBerry Monitoring Service sends email messages and SMS text messages............................... Configure the BlackBerry Monitoring Service to send notification messages to email addresses through a messaging server in your organization's environment...................................................................................................... Configure the BlackBerry Monitoring Service to send SMS text messages.................................................................... Creating contacts............................................................................................................................................................................ Adding addresses to the BlackBerry Monitoring Service console so that you can create contacts............................. Create contacts....................................................................................................................................................................... Change contact information................................................................................................................................................. Delete contacts....................................................................................................................................................................... Receiving SNMP trap messages................................................................................................................................................... Receive SNMP trap messages from BlackBerry Enterprise Server instances.................................................................

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

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8 Reports about BlackBerry device users and BlackBerry Enterprise Server components................................................. Generating reports about BlackBerry device users and BlackBerry Enterprise Server components.................................... Generate and view a default report about BlackBerry device users................................................................................ Generate a custom report about BlackBerry device users or a BlackBerry Enterprise Server component..................

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Generate a custom report using report settings that you saved...................................................................................... View generated reports......................................................................................................................................................... Delete generated reports......................................................................................................................................................

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9 Managing servers and SNMP connections.............................................................................................................................. Managing server maintenance windows..................................................................................................................................... Specify maintenance windows.............................................................................................................................................. Clear maintenance windows................................................................................................................................................. Managing SNMP connections....................................................................................................................................................... Test SNMP connections to BlackBerry Enterprise Server components........................................................................... Change SNMP port numbers and community names....................................................................................................... Change the key store password for the certificate that the BlackBerry Monitoring Service console uses..........................

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10 BlackBerry Monitoring Service log files................................................................................................................................... Changing how BlackBerry Monitoring Service components create log files........................................................................... Change the maximum size of the log file for a BlackBerry Monitoring Service component......................................... Change the logging level for a BlackBerry Monitoring Service component................................................................... Create a new log file for a BlackBerry Monitoring Service component when the current log file reaches the maximum size............................................................................................................................................................................................ Change the identifier for the log file of a BlackBerry Monitoring Service component.................................................. Prevent a BlackBerry Monitoring Service component from creating a daily log file..................................................... Change when a BlackBerry Monitoring Service component deletes log files................................................................ Change the character encoding of the log file for a BlackBerry Monitoring Service component................................

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11 BlackBerry Threshold Analysis Tool.......................................................................................................................................... Creating thresholds using the BlackBerry Threshold Analysis Tool.......................................................................................... Data attributes that the BlackBerry Threshold Analysis Tool creates thresholds for............................................................. Configuring the BlackBerry Threshold Analysis Tool.................................................................................................................. Sample: BlackBerry Threshold Analysis Tool configuration file........................................................................................ Running the BlackBerry Threshold Analysis Tool........................................................................................................................ Run the BlackBerry Threshold Analysis Tool....................................................................................................................... Parameters for running the BlackBerry Threshold Analysis Tool..................................................................................... Best practice: Preventing the BlackBerry Threshold Analysis Tool from overwriting rules that you customized.......

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12 Using SNMP to monitor BlackBerry Enterprise Server components and BlackBerry device users................................

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SNMP components that you can use to monitor BlackBerry Enterprise Server components and BlackBerry device users ........................................................................................................................................................................................................... SNMP operations that the BlackBerry Enterprise Server supports.................................................................................. .mib files for the BlackBerry Enterprise Server................................................................................................................... Configuring SNMP monitoring...................................................................................................................................................... System requirements: SNMP monitoring software and settings for the SNMP service................................................ Verifying the SNMP agent settings in the Registry Editor................................................................................................ Compile the .mib file for a BlackBerry Enterprise Server and configure the SNMP management tool to receive SNMP data.............................................................................................................................................................................. Configuring SNMP traps................................................................................................................................................................ Configure the SNMP trap service......................................................................................................................................... Error binding to Trap Port (162), it may already be in use.................................................................................................

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13 Glossary.........................................................................................................................................................................................

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14 Provide feedback.........................................................................................................................................................................

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15 Legal notice..................................................................................................................................................................................

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BlackBerry Enterprise Server monitoring solution

Monitoring Guide

BlackBerry Enterprise Server monitoring solution

1

BlackBerry Monitoring Service You can use the BlackBerry® Monitoring Service to monitor and troubleshoot issues with a BlackBerry® Enterprise Server in your organization's environment and to monitor the activity of the BlackBerry device users that are associated with the BlackBerry Enterprise Server. The BlackBerry Monitoring Service monitors the BlackBerry Enterprise Server components. It polls each component and retrieves SNMP data that it stores in a database and displays in the BlackBerry Monitoring Service console.

Feature

Description

web-based administration console

You can use the BlackBerry Monitoring Service console to monitor a BlackBerry Enterprise Server in your organization's environment by creating thresholds that monitor the activity of BlackBerry Enterprise Server components. You can configure the BlackBerry Monitoring Service to send notification messages to contacts when a component's activity exceeds levels that you specify as acceptable.

monitoring of BlackBerry Enterprise Server components

The BlackBerry Monitoring Service console provides configuration settings and statistics that you can use to review BlackBerry Enterprise Server activity. 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 high availability status of components policy information, such as the service books and IT policies that the BlackBerry Enterprise Server sends to BlackBerry devices messaging statistics, such as the number of email messages that BlackBerry devices send and receive messaging server information, such as the hung thread count

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BlackBerry Monitoring Service

Monitoring Guide

Feature

Description •

BlackBerry device diagnostic tests and user monitoring

connection information for the BlackBerry Configuration Database, BlackBerry Controller, and SRP connections

You can use the BlackBerry Monitoring Service console to run diagnostic tests for BlackBerry devices and identify any issues with BlackBerry devices. The BlackBerry device diagnostic tool is available for BlackBerry devices that are running BlackBerry® Device Software version 5.0 and 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 the pending and expired email messages, and email messages that BlackBerry devices send and receive • BlackBerry device statistics, such as the battery level and network coverage

thresholds

You can define thresholds that you can use to monitor components and BlackBerry device users. When the activity of a component or BlackBerry device user that the BlackBerry Monitoring Service monitors reaches a threshold, the BlackBerry Monitoring Service displays an alarm in the BlackBerry Monitoring Service console and sends notification messages to specific contacts. notification messages You can configure the BlackBerry Monitoring Service to send notification messages to one or more recipients by creating a contact. A contact can include one or more email addresses, PINs, IP addresses, or phone numbers that support SMS text messages. If a component goes into an alarm state, the BlackBerry Monitoring Service sends a notification message to all of the recipients in the contact. reports You can run default reports or create custom reports to return data about the BlackBerry Enterprise Server instances in your organization's environment. You can export reports to a .csv, a .pdf, or an .html file. You can use the information that you collect from the reports to analyze historical data. graphs You can use the BlackBerry Monitoring Service console to generate a graph of a component's historical activity. integration with a network management The BlackBerry Monitoring Service can send notifications as SNMP trap messages. framework This permits you to integrate the BlackBerry Monitoring Service with a network management tool that can receive SNMP trap messages. The BlackBerry Monitoring

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Web address and user roles for the BlackBerry Monitoring Service console

Monitoring Guide

Feature

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

Web address and user roles for the BlackBerry Monitoring Service console Web address for the BlackBerry Monitoring Service console When you install the BlackBerry® Monitoring Service, the installation wizard provides you with the web address for the BlackBerry Monitoring Service console. The format of the web address is https://:8443/webconsole/app, where is the FQDN of the computer that hosts the BlackBerry Administration Service or the name of the BlackBerry Administration Service pool. The installation process for the BlackBerry Monitoring Service adds an Internet shortcut file that is named AccessBMSConsole to the computer that hosts the BlackBerry Monitoring Service. You can use the AccessBMSConsole Internet shortcut file to open the BlackBerry Monitoring Service console in a browser. The default location of the Internet shortcut file is :\Program Files\Research In Motion\BlackBerry Enterprise Server.

Open the BlackBerry Monitoring Service console on the computer that hosts the BlackBerry Monitoring Service On the computer that hosts the BlackBerry® Monitoring Service, on the taskbar, click Start > All programs > BlackBerry Enterprise Sever > BlackBerry Monitoring Service.

Roles and permissions for the BlackBerry Monitoring Service console To access the BlackBerry® Monitoring Service console, you can use a valid Microsoft® Active Directory® account, the administrator account that you created when you installed the BlackBerry® Enterprise Server, or a BlackBerry Administration Service account that has access to the BlackBerry Monitoring Service console. You can use the BlackBerry Administration Service to create an administrator account by assigning roles or specific permissions to the administrator account. If you want the administrator account to perform specific actions in the BlackBerry Administration Service and BlackBerry Monitoring Service console, you can assign specific permissions to the administrator account. The BlackBerry Administration Service includes four default roles that permit the user of the administrator account to access the BlackBerry Monitoring Service console.

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Web address and user roles for the BlackBerry Monitoring Service console

Monitoring Guide

Role

Permission

Security Administrator

performs all actions in the BlackBerry Administration Service and BlackBerry Monitoring Service console views but cannot change BlackBerry device user accounts, and performs all other actions in the BlackBerry Administration Service and BlackBerry Monitoring Service console performs all actions in the BlackBerry Monitoring Service console performs the following actions:

Enterprise Administrator

Monitoring System Administrator Monitoring View Administrator

• • • • • • • • •

views the BlackBerry solution topology, including servers and BlackBerry® Enterprise Server components views configuration settings views thresholds searches for BlackBerry device user accounts views statistics for BlackBerry device user accounts generates reports creates charts views alarms in the alarm panel views messages in the messages area

cannot perform the following actions: • • • • • • • •

start or stop monitoring a server create or change thresholds save or delete reports clear, suspend, or resume alarms delete messages from the messages area create or change maintenance windows create or change contacts configure notifications for SNMP trap messages

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

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Overview of the BlackBerry Monitoring Service console

Monitoring Guide

Best practice: Creating administrator accounts that can access the BlackBerry Monitoring Service console Best practice

Description

Create a group so that you can assign access to the BlackBerry® Monitoring Service console to administrator accounts.

Consider the following guidelines: •

•

In the BlackBerry® Administration Service, create a group and assign the Monitoring System Administrator or Monitoring View Administrator role to the group. Add administrator accounts to the group.

If you create an administrator account by assigning Consider the following guidelines : permissions, assign specific permissions to the administrator • In the BlackBerry Administration Service, create an account so that the administrator account user can search for administrator account by assigning permissions to the BlackBerry device user accounts in the BlackBerry Monitoring administrator account. Service console. • Assign the View a user permission and select the All groups option. • Assign the View a device permission and select the All groups option. If you do not assign the View a user and Vew a device permissions, when you search the BlackBerry Monitoring Service console for BlackBerry device user accounts, the search does not return any results. For more information, see the BlackBerry Enterprise Server Administration Guide.

Overview of the BlackBerry Monitoring Service console The BlackBerry® Monitoring Service console is a web-based administration tool that you can use to monitor the BlackBerry® Enterprise Server components and BlackBerry device users. The BlackBerry Enterprise Server installation process provides 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.

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Turn on monitoring for a BlackBerry Enterprise Server

Monitoring Guide

Pane

Description

tree view

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

view

In a BlackBerry Enterprise Server high availability environment, the monitoring menu in the tree view pane displays standby components in italic. The view pane displays configuration settings and statistics for components and BlackBerry device users. 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 a component or BlackBerry device user • generate reports and graphs for component activity • manage server maintenance windows and thresholds • create and manage contacts so that they can receive notification messages about alarms

Turn on monitoring for a BlackBerry Enterprise Server If you turn on monitoring for a BlackBerry Enterprise Server, the BlackBerry® Monitoring Service polls each BlackBerry Enterprise Server component and retrieves SNMP data from the components, which it stores in a database and displays in the BlackBerry Monitoring Service console. Before you begin: To monitor a BlackBerry® Enterprise Server in your organization's environment, you require the SNMP port number and community name of the computer that hosts the BlackBerry Enterprise Server. 1. 2. 3. 4. 5. 6.

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In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers. Click Manage servers. Click the wrench icon beside the server that you want to monitor. In the SNMP configuration section, in the appropriate fields, type the SNMP port number and community information for the computer that hosts the BlackBerry Enterprise Server. Select the Enable monitoring check box. Click Save.

Monitoring Guide

Monitoring BlackBerry Enterprise Server components

Monitoring BlackBerry Enterprise Server components

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Viewing configuration settings and activity levels of data attributes of BlackBerry Enterprise Server components The BlackBerry® Monitoring Service console shows configuration settings and activity levels of data attributes of BlackBerry® Enterprise Server components. For example, you can view a component's configuration settings to identify which BlackBerry Enterprise Server instance hosts the component. You can view values of data attributes of a component to identify the current activity level or status of the data attributes, and you can create thresholds that you can use to monitor changes in the activity level of the data attributes. You cannot create thresholds to monitor configuration settings.

View configuration settings and activity levels of data attributes of BlackBerry Enterprise Server components 1. 2. 3. 4.

In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. Expand a BlackBerry® Enterprise Server component. Click an instance of the component. On the appropriate tab, locate the configuration settings or data attributes that you want to view.

Generate a graph that shows data for a BlackBerry Enterprise Server component Graphs display data for a BlackBerry® Enterprise Server component from the previous 57 weeks. Graphs display daily averages of the value of a data attribute of a component. You can use the historical data in a graph to identify trends for a component's activity. You cannot create custom graphs. 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. 2. Expand a component. 3. Click an instance of a component. 4. Click a tab to view the data attribute that you want to graph. 5. Click the pie chart icon beside the data attribute that you want to graph.

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Monitoring Guide

Monitoring BlackBerry Enterprise Server components that you configured for high availability

Monitoring BlackBerry Enterprise Server components that you configured for high availability If you create thresholds to monitor data attributes of BlackBerry® Enterprise Server components that you configured for high availability, you can specify whether a threshold continues to monitor a data attribute after the primary BlackBerry Enterprise Server fails over to the standby BlackBerry Enterprise Server, or whether it monitors the data attribute of a component of the primary BlackBerry Enterprise Server or standby BlackBerry Enterprise Server. To distinguish the components of the primary BlackBerry Enterprise Server from the components of the standby BlackBerry Enterprise Server, in the BlackBerry Monitoring Service console, in the BlackBerry solution topology, components of the primary BlackBerry Enterprise Server are displayed in plain text and components of the standby BlackBerry Enterprise Server are displayed in italic.

Status of BlackBerry Enterprise Server components in the BlackBerry Monitoring Service console after a failover occurs If a BlackBerry® Enterprise Server component fails over to a standby BlackBerry Enterprise Server component, the BlackBerry Monitoring Service changes the status of the standby component to primary in the BlackBerry Monitoring Service console. The BlackBerry Monitoring Service does not change the status of load-balanced components in the BlackBerry Monitoring Service console. The status of load-balanced components in the BlackBerry Monitoring Service console is always primary. A failover stops the operation of specific components. The BlackBerry Monitoring Service console does not display components that the failover process stops. Standby BlackBerry Enterprise Server component

High availability type

Status of standby component in the BlackBerry Monitoring Service console

BlackBerry Attachment Service BlackBerry Messaging Agent BlackBerry Controller BlackBerry Dispatcher BlackBerry Collaboration Service BlackBerry MDS Connection Service BlackBerry MDS Integration Service BlackBerry Policy Service BlackBerry Router BlackBerry Synchronization Service

load-balanced pool failover failover failover failover failover load-balanced pool failover load-balanced pool failover

primary, no change standby standby standby standby standby primary, no change not displayed primary, no change not displayed

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Monitoring Guide

Create a threshold that you can use to monitor a BlackBerry Enterprise Server component

Create a threshold that you can use to monitor a BlackBerry Enterprise Server component 1. 2. 3. 4. 5. 6. 7. 8.

In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. Expand a component. Click an instance of the component. On the tab for the data attribute that you want to monitor, click the data attribute. In the Rule section, click Add rule. In the Rule section, select the Active check box. Use the drop-down lists to specify the conditions of the rule. 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.

Monitoring hung threads for the BlackBerry Messaging Agent You can create a threshold for the BlackBerry® Messaging Agent to detect hung threads. A hung thread might prevent BlackBerry device users in your organization's BlackBerry Domain from sending or receiving email messages. If you configure the BlackBerry Monitoring Service to receive SNMP trap messages from the BlackBerry® Enterprise Server instances, the BlackBerry Monitoring Service console displays the messages about hung threads for the BlackBerry Messaging Agent in the messages area.

Monitor hung threads for the BlackBerry Messaging Agent If the BlackBerry® Messaging Agent experiences a hung thread, the BlackBerry Messaging Agent sends an SNMP trap message to the BlackBerry Monitoring Service within 50 minutes of experiencing the hung thread. If you create a threshold to monitor hung threads for the BlackBerry Messaging Agent, the threshold goes into an alarm state when the BlackBerry Monitoring Service receives the SNMP trap message from the BlackBerry Messaging Agent. 1.

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

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Monitoring hung threads for the BlackBerry Messaging Agent

Monitoring Guide

2. 3. 4. 5. 6.

Click an instance. On the Messaging Statistics tab, click Hung threads. In the Rule section, click Add rule. In the Rule section, select the Active check box. Perform one of the following tasks: Task

Steps

Create a rule using appropriate conditions for the default behavior of the BlackBerry Messaging Agent.

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 settings for Use the drop-down lists to specify the conditions of the rule. the number of times that the BlackBerry Messaging Agent sends SNMP trap messages when the BlackBerry Messaging Agent experiences a hung thread, create a rule using conditions that are appropriate for the changes that you made to the registry settings. 7.

If you configured BlackBerry Messaging Agent high availability, in the Scope section, in the High Availability Scope dropdown 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. 9.

Click Save. Click Save.

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Monitoring Guide

BlackBerry Enterprise Server components that the BlackBerry Monitoring Service cannot monitor

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

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Monitoring Guide

Monitoring BlackBerry devices and user activity

Monitoring BlackBerry devices and user activity

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Search for a user account Before you begin: Turn on monitoring for the BlackBerry® Enterprise Server. If you do not turn on monitoring, you cannot click user accounts in the search results. 1. 2. 3.

In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. Click Monitor Users. Perform one of the following actions: • To search for all user accounts, click Search. • To search for specific user accounts, specify the search criteria. Click Search.

4.

Click the display name for the user account.

Viewing configuration settings and activity levels of data attributes of BlackBerry device users The BlackBerry® Monitoring Service console shows configuration settings and activity levels of data attributes of a BlackBerry device user. You can view the configuration settings to identify information such as the BlackBerry device PIN or the IT policies that you applied to the BlackBerry device user. You can view a data attribute to identify the current activity level or status of the BlackBerry device user and you can define thresholds that you can use to monitor a data attribute of a BlackBerry device user. You cannot define thresholds to monitor configuration settings for a BlackBerry device.

View configuration settings and activity levels of data attributes of BlackBerry device users 1. 2. 3. 4. 5.

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

Monitoring Guide

Viewing configuration settings and activity levels of data attributes of BlackBerry device users

BlackBerry device diagnostic test The BlackBerry® device diagnostic test in the BlackBerry Monitoring Service console uses the diagnostic tool client that is located on a BlackBerry device to retrieve diagnostic data for the BlackBerry device. The diagnostic tool client is included in the latest BlackBerry® Device Software version. The BlackBerry Monitoring Service console does not display data for a BlackBerry device that does not include the diagnostic tool client. The BlackBerry device diagnostic tool tests connection points in the BlackBerry® Infrastructure and BlackBerry Domain. If a BlackBerry device experiences connectivity issues, the BlackBerry Monitoring Service console might not display diagnostic data. Diagnostic data indicates the signal strength of the BlackBerry device and if the BlackBerry device can perform the following actions: • • • •

connect to the wireless network register with the BlackBerry Infrastructure connect to the BlackBerry Infrastructure send a PIN message to the BlackBerry® Enterprise Server

Run a diagnostic test for a BlackBerry device Because the BlackBerry® Synchronization Service uses a 20 minute polling cycle to process requests, the diagnostic test returns results within approximately 40 minutes of a request. It takes 20 minutes to send the diagnostic test request and 20 minutes to retrieve the diagnostic test results. Before you run the diagnostic test, ping the BlackBerry device to verify that the BlackBerry device is not experiencing connectivity issues. Before you begin: The BlackBerry device must include the diagnostic tool client, which is included with the latest BlackBerry® Device Software version. 1. 2. 3. 4. 5. 6.

In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. Click Monitor Users. Search for a user account. Click the display name for the user account. Click Run diagnostic test. After approximately 40 minutes, on the Device Diagnostics statistics tab, in the Configuration section, check the Time stamp value to determine whether the diagnostic test results are current. If the diagnostic test results are not current, the BlackBerry Monitoring Service console displays the results of a previous diagnostic test.

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Monitoring Guide

Creating a threshold that you can use to monitor a data attribute of a BlackBerry device user

Creating a threshold that you can use to monitor a data attribute of a BlackBerry device user You can create a threshold that you can use to monitor a data attribute of a BlackBerry® device user. You can monitor activity such as the total number of email messages that are pending delivery to the BlackBerry device. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10.

In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. Click Monitor Users. Search for a user account. Click the display name for the user account. On the tab for the data attribute of the BlackBerry device user that you want to monitor, click the data attribute. In the Rule section, click Add rule. In the Rule section, select the Active check box. In the drop-down lists and fields, specify the conditions of the rule. Click Save. Click Save.

Ping a BlackBerry device You can ping a BlackBerry® device to determine if you can exchange email messages with the BlackBerry device, and to determine the response time of the BlackBerry device in seconds. 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. 2. Click Monitor users. 3. Search for a user account. 4. Click the display name for the user account. 5. Click Run ping test.

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Using thresholds to monitor BlackBerry Enterprise Server components and BlackBerry device users

Monitoring Guide

Using thresholds to monitor BlackBerry Enterprise Server components and BlackBerry device users

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

Rule types Rule type

Description

value-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

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Creating thresholds, rules, and alarms

Monitoring Guide

Rule type

Description • • • •

time-based

the value of the data attribute is greater than a value that you specify the value of the data attribute equals a value that you specify the value of the data attribute is not equal to a value that you specify the value of the data attribute is within two values of the value that you specify

You can use a time-based rule to identify when a value for a data attribute changes during a specific period of time. For example, use a time-based rule to identify when the value of a data attribute changes by x amount within x minutes.

Create a threshold that you can use to monitor a BlackBerry Enterprise Server component 1. 2. 3. 4. 5. 6. 7. 8.

In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry domain > Components. Expand a component. Click an instance of the component. On the tab for the data attribute that you want to monitor, click the data attribute. In the Rule section, click Add rule. In the Rule section, select the Active check box. Use the drop-down lists to specify the conditions of the rule. 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.

Creating a threshold that you can use to monitor a data attribute of a BlackBerry device user You can create a threshold that you can use to monitor a data attribute of a BlackBerry® device user. You can monitor activity such as the total number of email messages that are pending delivery to the BlackBerry device. 1. 2. 3.

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In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users. Click Monitor Users. Search for a user account.

Creating thresholds, rules, and alarms

Monitoring Guide

4. 5. 6. 7. 8. 9. 10.

Click the display name for the user account. On the tab for the data attribute of the BlackBerry device user that you want to monitor, click the data attribute. In the Rule section, click Add rule. In the Rule section, select the Active check box. In the drop-down lists and fields, specify the conditions of the rule. Click Save. Click Save.

Changing and deleting rules Change the conditions of a rule 1.

Perform one of the following tasks: Task

Steps

Locate a rule for a data attribute of a BlackBerry® Enterprise Server 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 a component.

a.

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

b.

Click Monitor Users.

c.

Search for a user account.

d.

Click the display name for the user account.

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

2. 3. 4. 5. 6.

On the tab for the data attribute you want to change a rule for, click the data attribute. In the Rule section, in the Actions column, click the wrench icon for the rule that you want to change. In the Rule section, change the conditions of the rule. Click Save. Click Save.

Delete a rule 1.

Perform one of the following tasks:

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Creating thresholds, rules, and alarms

Monitoring Guide

Task

Steps

Locate a rule for a data attribute of a BlackBerry® Enterprise Server 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 a component.

a.

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

b.

Click Monitor Users.

c.

Search for a user account.

d.

Click the display name for the user account.

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

2. 3. 4.

On the tab for the data attribute you want to delete a rule for, click the data attribute. In the Rule section, in the Actions column, click the trash can icon for the rule that you want to delete. Click Yes - delete the rule.

Changing the order that rules appear in the BlackBerry Monitoring Service console When you create multiple rules, the BlackBerry® Monitoring Service console lists the rules in the order that you create them. When the conditions of a rule are met, the BlackBerry Monitoring Service updates the alarm state of a threshold with the alarm severity of the first rule that you create for the threshold. For example, if the rule generates an alarm severity of warning, a yellow icon displays the alarm severity of warning in the BlackBerry Monitoring Service console and the BlackBerry Monitoring Service generates a warning alarm. If you create a second rule for a threshold with an alarm severity of critical, the BlackBerry Monitoring Service maintains the alarm severity of warning for the threshold. To update the threshold with the alarm severity of critical (a red icon) , you can reorder the rules manually so that the BlackBerry Monitoring Service processes the rule with the alarm severity of critical first.

Change the order of rules for a threshold 1.

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Perform one of the following tasks:

Creating thresholds, rules, and alarms

Monitoring Guide

Task

Steps

Locate a threshold for a data attribute a. of a BlackBerry® Enterprise Server component. b.

Expand a component.

c.

Click an instance of a component.

Locate a threshold for a data attribute a. of a BlackBerry device user.

2. 3. 4.

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

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

b.

Click Monitor Users.

c.

Search for a user account.

d.

Click the display name of the user account.

On the tab for the data attribute that you want to reorder rules for, click the data attribute. In the Rule section, in the Actions column, click the up arrow and down arrow icons to reorder the rules. Click Save.

Specify a threshold maintenance window You can specify a threshold maintenance window so that you can suspend threshold monitoring for a recurring period of time. If you also specify a server maintenance window, the BlackBerry® Monitoring Service does not monitor the threshold for the entire time that the two maintenance windows occur. 1. Perform one of the following tasks: Task

Steps

Locate a threshold for a data attribute a. of a BlackBerry® Enterprise Server component.

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

b.

Expand a component.

c.

Click an instance of a component.

Locate a threshold for a data attribute a. of a BlackBerry device user.

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

b.

Click Monitor Users.

c.

Search for a user account.

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Creating thresholds, rules, and alarms

Monitoring Guide

Task

Steps d.

2. 3. 4. 5. 6.

24

Click the display name for the user account.

On the tab for the data attribute that has the threshold that you want to schedule a maintenance window for, click the data attribute. Click Edit threshold maintenance window. Specify the day and time that you want the maintenance window to occur at. Click Save. Click Save.

Monitoring Guide

Alarms

Alarms

5

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

Color, state, and severity of alarm icons Alarm icon

Alarm state

Description

none

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 panel In the BlackBerry® Monitoring Service console, in the alarm panel, you can view the list of thresholds for data attributes of BlackBerry® Enterprise Server components or BlackBerry device users that are in a fail state. Thresholds that are in a fail state have an alarm severity of critical, error, or warning. When you create a rule for a threshold, you must specify an alarm severity for the rule. When the activity of the data attribute that you created a threshold for meets the conditions of a rule, the threshold goes into a fail state. When the threshold goes into a fail state, the alarm panel in the BlackBerry Monitoring Service console displays the threshold with the following information: • • • •

date and time that the threshold went into a fail state alarm severity (critical, error, or warning) name of the computer that hosts the BlackBerry Enterprise Server component or BlackBerry device user name and data attribute of the component or the display name for the BlackBerry device user and data attribute of the BlackBerry device user

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Identifying alarms

Monitoring Guide

The alarm panel displays the alarm state of each threshold using alarm icons. A threshold can have multiple rules, and each rule can have a different alarm severity, but the alarm panel can display only one alarm icon for a threshold. The alarm panel displays the alarm icon for a threshold in a fail state in the color that represents the alarm severity that is the highest priority. The order that you create rules for a threshold in determines the priority of the rules; for example, where the first rule that you created is the highest priority. You can change the priority of the rules for a threshold if you change the order of the rules manually.

Check for alarms for a BlackBerry Enterprise Server component or BlackBerry device user To determine if the thresholds that you created are in a pass state or fail state, you can check the color of the alarm icons in the BlackBerry® solution topology and users area in the monitoring menu of the BlackBerry Monitoring Service console. In the BlackBerry solution topology, you can view alarm icons for the BlackBerry Domain, BlackBerry® Enterprise Server instances, and BlackBerry Enterprise Server components. The alarm icons are located beside the names of the tabs in the BlackBerry Monitoring Service console. The alarm icon that is located beside the name of a tab is the same color as the alarm with the highest severity for a threshold of a data attribute that appears on the tab. 1.

Perform one of the following tasks: Task

Steps

Check for alarms for a component

a.

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

b.

Expand a component.

c.

Click an instance of the component.

a.

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

b.

Click Monitor Users.

c.

Search for a user account.

d.

Click the display name for the user account.

Check for alarms for a BlackBerry device user

2.

26

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

Monitoring Guide

Managing alarms in the alarm panel

Managing alarms in the alarm panel Sort thresholds in the alarm panel You can sort thresholds in the alarm panel of the BlackBerry® Monitoring Service console using the following information: • date and time that the thresholds went into an alarm state • alarm severity of the thresholds • computers that host the BlackBerry® Enterprise Server components that have thresholds in an alarm state • BlackBerry Enterprise Server components and data attributes of the BlackBerry Enterprise Server components that have a threshold that is in an alarm state or BlackBerry device users and data attributes of the BlackBerry device users that have a threshold that is in an alarm state 1. 2.

In the BlackBerry Monitoring Service console, on the Monitoring menu, click Alarm Panel. Click the appropriate column header.

Suspend and resume alarms 1. 2.

In the BlackBerry® Monitoring Service console, on the Monitoring menu, click Alarm Panel. 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. 2.

In the BlackBerry® Monitoring Service console, on the Monitoring menu, click Alarm Panel. 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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Monitoring Guide

Configuring notification messages

Configuring notification messages

6

Configuring how the BlackBerry Monitoring Service sends email messages and SMS text messages Configure the BlackBerry Monitoring Service to send notification messages to email addresses through a messaging server in your organization's environment To send notification email messages to contacts, you must provide the BlackBerry® Monitoring Service with the SMTP settings for the messaging server. The messaging server must be located on the same network as the computer that hosts the BlackBerry Monitoring Service. If the messaging server requires SMTP authentication, you must specify the name and password of a user account with the appropriate SMTP permissions in the BlackBerry Monitoring Service console. 1. 2. 3. 4. 5.

In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications > Notification services. Click Email. Click Edit configuration. Add the SMTP settings for the messaging server. To test the SMTP settings, send a test email message. a. In the Test address field, type your email address. b. Click Test email. c. Check the inbox of your email account to confirm that the BlackBerry Monitoring Service sent the test email message.

6.

Click Save.

Configure the BlackBerry Monitoring Service to send SMS text messages To send notification messages as SMS text messages from the BlackBerry® Monitoring Service to contacts, you must connect a wireless modem that supports the AT command set to the computer that hosts the BlackBerry Monitoring Service. The BlackBerry Monitoring Service is designed to detect a modem after you connect it to the computer that hosts the BlackBerry Monitoring Service. You cannot use a BlackBerry device as a modem to send SMS text messages. 1. 2. 3. 4.

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In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications > Notification services. Click SMS. In the Device drop-down list, click the modem. To test that the BlackBerry Monitoring Service sends SMS text messages, send a test SMS text message.

Monitoring Guide

a. b. c. 5.

Creating contacts

In the Test SMS field, type the phone number that supports SMS text messages. Click Test SMS. Check the BlackBerry device to confirm that the BlackBerry Monitoring Service sent the test SMS text message.

Click Save.

Creating contacts You can create contacts and configure the BlackBerry® Monitoring Service to send notification messages to one or more intended recipients using email addresses, PINs, phone numbers that support SMS text messages, or IP addresses that can receive SNMP trap messages. If a threshold goes into a pass state or fail state, the BlackBerry Monitoring Service sends notification messages to recipients that you specified in the BlackBerry Monitoring Service console when you created the contacts. Before you can create contacts, you must add email addresses, PINs, phone numbers that support SMS text messages, or IP addresses to the BlackBerry Monitoring Service console.

Adding addresses to the BlackBerry Monitoring Service console so that you can create contacts Add email addresses for recipients that do not belong to the BlackBerry Domain that the BlackBerry Monitoring Service monitors The BlackBerry® Monitoring Service can send notification messages to any active email address. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications. 2. Click Manage addresses. 3. Click Create new email or trap IP address. 4. In the Type drop-down list, click Email. 5. In the Address field, type the email address. 6. Click Save.

Add an IP address so that you can send SNMP trap messages to computers that are not in your organization's environment You can configure the BlackBerry® Monitoring Service and your organization's firewalls so that the BlackBerry Monitoring Service can send notification messages as SNMP trap messages to computers that are not in your organization's environment. In the BlackBerry Monitoring Service console, you must configure the computers to receive SNMP trap messages, and you must specify

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Monitoring Guide

Creating contacts

the IP address, SNMP port number, and SNMP community name of the computers. By default, if you do not provide the BlackBerry Monitoring Service console with this information, the BlackBerry Monitoring Service uses port 162 and the community name "public" when it sends SNMP trap messages to the computer. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications. 2. Click Manage addresses. 3. Click Create new email or trap IP address. 4. In the Type drop-down list, click Trap. 5. In the Address field, type the IP address. 6. To specify the SNMP port number and SNMP community name of the computer, in the Address field, after the IP address, type the SNMP port number and SNMP community name using the following format: :<port_number>:. 7. Click Save.

Add contact information for a BlackBerry device user in your organization's BlackBerry Domain You can add the email address, PIN, or phone number of BlackBerry® device users that are part of your organization's BlackBerry Domain to the list of addresses in the BlackBerry Monitoring Service console that you use to create contacts. 1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications. 2. Click Manage addresses. 3. Click Search BlackBerry enabled users for email, PIN or SMS address. 4. Perform one of the following actions: • To search for all user accounts, click Search. • To search for a specific user account, specify search criteria. Click Search. 5. 6.

Click the display name for the user account. 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.

Create contacts Before you begin: Add email addresses, PINs, phone numbers that support SMS text messages, and IP addresses for SNMP trap messages to the BlackBerry® Monitoring Service console so that you can create a list of addresses that you can use to create contacts. 1. 2. 3.

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In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications. Click Manage contacts. Click Create new contact.

Monitoring Guide

4. 5. 6. 7. 8. 9.

Receiving SNMP trap messages

In the Name field, type the name of the contact. 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. To send a notification message to the contact when a threshold goes into a pass state, select the Notify on pass check box. 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. To add addresses to the contact, in the Available addresses list, select the addresses and click Add. To specify the BlackBerry® Enterprise Server components that have thresholds that you want to notify the contact about, perform the following actions: a. In the Available servers list, select the names of the computers that host the BlackBerry Enterprise Server components. b. Click Add.

10. Click Save.

Change contact information 1. 2. 3. 4. 5. 6.

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

Delete contacts 1. 2. 3. 4.

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

Receiving SNMP trap messages You can configure the BlackBerry® Monitoring Service to receive SNMP trap messages from the BlackBerry® Enterprise Server instances so that you can obtain information about the activity and connection status of the BlackBerry Enterprise Server instances and components from the SNMP trap messages. SNMP trap messages are listed in the messages area of the BlackBerry Monitoring Service console.

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Monitoring Guide

Receiving SNMP trap messages

If the computer that hosts the BlackBerry Monitoring Service has multiple IP addresses, you can specify which IP address receives SNMP trap messages. If you do not specify an IP address, and the computer that hosts the BlackBerry Monitoring Service has multiple IP addresses, the BlackBerry Monitoring Service will check all of the IP addresses for incoming SNMP trap messages. By default, if you do not provide an SNMP port number or SNMP community name, the BlackBerry Monitoring Service uses port 162 and the community name "public" to receive SNMP trap messages. Do not install a third-party SNMP trap viewer on the computer that hosts the BlackBerry Monitoring Service because the BlackBerry Monitoring Service might not receive or display the SNMP trap messages.

Receive SNMP trap messages from BlackBerry Enterprise Server instances Before you begin: You must configure the computers that host the BlackBerry® Enterprise Server instances to send SNMP trap messages to the computer that hosts the BlackBerry Monitoring Service. 1. 2. 3. 4. 5.

In the BlackBerry Monitoring Service console, on the Configuration menu, expand Incoming traps. Click Manage traps. Click Edit configuration. Select the Trap listener enabled check box. 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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Monitoring Guide

Messages in the messages area of the BlackBerry Monitoring Service console

Messages in the messages area of the BlackBerry Monitoring Service console

7

Viewing messages The BlackBerry® Monitoring Service creates a message in the messages area of the BlackBerry Monitoring Service console when one of the following events occurs: • threshold goes into an alarm state • threshold goes into a pass state • BlackBerry Monitoring Service receives an SNMP trap message • BlackBerry Monitoring Service cannot connect to the BlackBerry Administration Service • BlackBerry® Enterprise Server instance fails over Each message in the messages area includes the date, time, and a short description of the event that occurred.

View messages 1. 2.

In the BlackBerry® Monitoring Service console, on the Monitoring menu, click Messages. Click the envelope icon beside the appropriate message.

Delete messages 1. 2.

In the BlackBerry® Monitoring Service console, on the Monitoring menu, click Messages. 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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Monitoring Guide

Reports about BlackBerry device users and BlackBerry Enterprise Server components

Reports about BlackBerry device users and BlackBerry Enterprise Server components

8

Generating reports about BlackBerry device users and BlackBerry Enterprise Server components You can use the BlackBerry® Monitoring Service console to view a summary of the activity of BlackBerry device users or BlackBerry® Enterprise Server components and generate default reports and custom reports. Default reports contain data about BlackBerry device users only and you cannot customize default reports. Custom reports contain data about BlackBerry Enterprise Server components or BlackBerry device users, and you can specify the data that the custom reports include. Default reports and custom reports include current data only; you cannot generate a report for a specific period of time or previous date. After you log out of the BlackBerry Monitoring Service console, the BlackBerry Monitoring Service does not save reports that you generated. You can save the settings that you specified for a custom report and generate a new report using the same settings the next time that you log in to the BlackBerry Monitoring Service console. Each time you generate a custom report using saved settings, the report contains current data.

Generate and view a default report about BlackBerry device users Default reports include data about all of the BlackBerry® device users in your organization's BlackBerry Domain. 1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Reporting. 2. Click Create quick report. 3. In the Report format section, select the report format. 4. In the Quick report title section, click a report type. 5. Click View report requests. 6. In the Title column, click the report.

Generate a custom report about BlackBerry device users or a BlackBerry Enterprise Server component 1. 2. 3.

34

In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand Reporting. Click Create custom report. In the Select report type drop-down list, perform one of the following actions: • Click User. • Click a BlackBerry® Enterprise Server component.

Monitoring Guide

Generating reports about BlackBerry device users and BlackBerry Enterprise Server components

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 Servers.

5. 6. 7. 8.

In the Report title field, type a name for the report. In the Available columns list, click a maximum of eight columns to include in the custom report. Click Add. To change the order of columns in the custom report, perform the following actions: a. In the Report columns list, click a column name. b. To move the column name up or down in the list, click the up arrow or down arrow icon.

9. In the Select sort key drop-down list, click the column name that you want to use to sort the results of the custom report. 10. In the Select report format section, select the format for the custom report. 11. To limit the number of records that the BlackBerry Monitoring Service returns in the custom report, perform the following actions: • Clear the All check box. • In the Show rows field, type the number of records. 12. To save the report settings so that you can generate a new report using the same settings later, select the Save report configuration check box. 13. Click Generate report.

Generate a custom report using report settings that you saved Before you begin: Create a custom report and save the report settings so that you can generate a new report using the same report settings later. 1. 2. 3. 4.

In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand Reporting. Click Create custom report. In the Saved report configurations section, click the name of the report. Click Generate report.

View generated reports 1. 2. 3.

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

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Generating reports about BlackBerry device users and BlackBerry Enterprise Server components

Delete generated reports 1. 2. 3. 4.

36

In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand Reporting. Click View generated reports. Click the trash can icon beside the appropriate report. Click OK.

Managing servers and SNMP connections

Monitoring Guide

Managing servers and SNMP connections

9

Managing server maintenance windows You can specify server maintenance windows for computers that host BlackBerry® Enterprise Server components. You can specify server maintenance windows for periods of time that you want to suspend monitoring of the BlackBerry Enterprise Server components. For example, to prevent thresholds from going into an alarm state because the activity level of a component is low, you can specify that server maintenance windows occur overnight or on weekends when components might experience lower than normal activity levels. You can also specify server maintenance windows for periods of time when a computer undergoes regular or temporary server maintenance because the computer is not in use and the BlackBerry® Monitoring Service is not required to be monitoring the computer during this time. If you specify a threshold maintenance window for a data attribute of a component and specify a server maintenance window for the computer that hosts the component to run at different times, the BlackBerry Monitoring Service suspends monitoring of the threshold for the entire time that the threshold maintenance window and server maintenance window are running.

Specify maintenance windows 1. 2. 3. 4.

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

Steps

Specify regular maintenance windows for a server.

a. b. c.

Specify a temporary maintenance window for a server.

a. b. c.

5.

Click Edit server maintenance window. Specify one or more start dates and start times and end dates and end times for the maintenance windows. Click Save. Click Edit temporary server maintenance window. Specify the start date and start time and end date and end time for the temporary maintenance window. Click Save.

Click Save.

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Managing SNMP connections

Monitoring Guide

Clear maintenance windows 1. 2. 3. 4.

In the BlackBerry® Monitoring Service console, on the Configuration menu, expand Servers. Click Manage servers. Click the wrench icon beside the server that you want to clear a maintenance window for. Perform one of the following tasks: Task

Steps

Clear regular maintenance windows for a server.

a. b. c.

Clear a temporary maintenance window for a server. 5.

Click Edit server maintenance window. Clear the check box beside the days that you want to stop running a maintenance window on. Click Save.

Click Clear temporary server maintenance window.

Click Save.

Managing SNMP connections Test SNMP connections to BlackBerry Enterprise Server components You can test SNMP connections to verify that the BlackBerry® Monitoring Service can receive SNMP data about BlackBerry® Enterprise Server components. 1. 2. 3. 4.

In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers. Click Manage servers. Click the wrench icon beside the server that hosts the BlackBerry Enterprise Server component. Click Test configuration settings.

Change SNMP port numbers and community names If you change the SNMP port number and community name of a computer that hosts a BlackBerry® Enterprise Server component, you can change the SNMP settings for the server in the BlackBerry Monitoring Service console to make sure that the BlackBerry Monitoring Service continues to receive SNMP data about the BlackBerry Enterprise Server component. 1. 2. 3.

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In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers. Click Manage servers. Click the wrench icon beside the server that hosts the BlackBerry Enterprise Server component.

Monitoring Guide

4. 5.

Change the key store password for the certificate that the BlackBerry Monitoring Service console uses

In the SNMP configuration section, type the SNMP port number and community information for the server. Click Save.

Change the key store password for the certificate that the BlackBerry Monitoring Service console uses To change the key store password for the certificate that the BlackBerry® Monitoring Service uses for SSL encryption, you must change the password in the BlackBerry Server Configuration dialog box and run the WebGenKey.bat file in a command prompt window. The key store password must contain a minimum of six characters, in alphanumeric format. 1.

On the computer that hosts the BlackBerry Monitoring Service, click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration. 2. On the Monitoring console tab, in the Current password field, type the current password. 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 :\Program Files\Research In Motion\BlackBerry Enterprise Server \Monitoring Service\bin. 7. Type WebGenKey.bat. 8. In quotation marks, type the path to the Java® Development Kit installation. The default location of the JDK is :\Program Files\Java\jdk1.5.0_15. 9. In quotation marks, type the path to where you installed the BlackBerry Monitoring Service. The default location of the BlackBerry Monitoring Service installation is :\Program Files\Research In Motion \BlackBerry Enterprise Server\Monitoring Service. 10. Type the new password. 11. Type the name of the computer that you want to change the key store password for. 12. Press ENTER. 13. In the Windows® Services, restart the service for the BlackBerry Monitoring Service console. Example C:\Program Files\Research In Motion\BlackBerry Enterprise Server\Monitoring Service\bin>webGenKey.bat "C:\Program Files\Java\jdk1.5.0_15" "C:\Program Files\Research In Motion\BlackBerry Enterprise Server\Monitoring Service" password server01.test.rim.com

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Monitoring Guide

BlackBerry Monitoring Service log files

BlackBerry Monitoring Service log files

10

Changing how BlackBerry Monitoring Service components create log files Change the maximum size of the log file for a BlackBerry Monitoring Service component If the log file of a BlackBerry® Monitoring Service component reaches its maximum size, the BlackBerry Monitoring Service either creates a new log file for the component or overwrites the current one, depending on whether you turn on log auto-roll. By default, log auto-roll is turned on for all BlackBerry Monitoring Service components. 1. 2. 3. 4. 5.

On the computer that hosts the BlackBerry Monitoring Service, on the taskbar, click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration. On the Logging tab, in the BlackBerry Service Logs section, locate the subsection for the component that you want to change. In the Debug log size (MB) field, type the file size. To permit the log file to grow indefinitely, type 0. Click OK. In the Windows® Services, restart the BlackBerry Monitoring Service services.

Change the logging level for a BlackBerry Monitoring Service component You can change the logging level for a BlackBerry® Monitoring Service component so that you can specify how much information the BlackBerry Monitoring Service saves in the log files. 1. On the computer that hosts the BlackBerry Monitoring Service, on the taskbar, click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration. 2. On the Logging tab, in the BlackBerry Service Logs section, locate the subsection for the component that you want to change. 3. In the Debug log level drop-down list, click one of the following log levels: • To write error messages to the log files, click 1. • To write warning messages to the log files, click 2. • To write daily activities to the log files, click 3. • To write additional information to the log files that can help you troubleshoot issues with a BlackBerry Monitoring Service component, click 4. 4. 5.

40

Click OK. In the Windows® Services, restart the BlackBerry Monitoring Service services.

Monitoring Guide

Changing how BlackBerry Monitoring Service components create log files

Create a new log file for a BlackBerry Monitoring Service component when the current log file reaches the maximum size If you turn on log auto-roll for a BlackBerry® Monitoring Service component, the BlackBerry Monitoring Service creates a new log file for the component when the current log file reaches its maximum size. If you turn off log auto-roll for a BlackBerry Monitoring Service component, the overwrites the current log file for the component when it reaches its maximum size. By default, log auto-roll is turned on for all BlackBerry Monitoring Service components. 1. 2. 3. 4. 5.

On the computer that hosts the BlackBerry Monitoring Service, on the taskbar, click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration. On the Logging tab, in the BlackBerry Service Logs section, locate the subsection for the component that you want to change. In the Debug auto-roll drop-down list, click yes. Click OK. In the Windows® Services, restart the BlackBerry Monitoring Service services.

Change the identifier for the log file of a BlackBerry Monitoring Service component The name of the log file for a BlackBerry® Monitoring Service component contains an identifier so that you can identify the BlackBerry Monitoring Service component that logs information in the log file. For example, a log file that you name BBServer01_BBMS-APP _01_20080120_001.txt uses BBMS-APP as the default identifier for the BlackBerry Monitoring Service Application Core component. 1. 2. 3. 4. 5.

On the computer that hosts the BlackBerry Monitoring Service, on the taskbar, click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration. On the Logging tab, in the BlackBerry Service Logs section, locate the subsection for the component that you want to change. In the Debug log identifier field, type a new identifier name. Click OK. In the Windows® Services, restart the BlackBerry Monitoring Service services.

Prevent a BlackBerry Monitoring Service component from creating a daily log file 1. 2. 3.

On the computer that hosts the BlackBerry® Monitoring Service, on the taskbar, click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration. On the Logging tab, in the BlackBerry Service Logs section, locate the subsection for the component that you want to change. In the Debug log daily file drop-down list, click no.

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4. 5.

Changing how BlackBerry Monitoring Service components create log files

Click OK. In the Windows® Services, restart the BlackBerry Monitoring Service services.

Change when a BlackBerry Monitoring Service component deletes log files 1. 2. 3. 4. 5.

On the computer that hosts the BlackBerry® Monitoring Service, on the taskbar, click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration. On the Logging tab, in the BlackBerry Service Logs section, locate the subsection for the component that you want to change. In the Debug log maximum daily file age field, type the number of days that you want the BlackBerry® Enterprise Server to wait before it can delete the log files. To keep the log file indefinitely, type 0. Click OK. In the Windows® Services, restart the BlackBerry Monitoring Service services.

Change the character encoding of the log file for a BlackBerry Monitoring Service component You can change the character encoding of the log files for a BlackBerry® Monitoring Service component so that the encoding supports the tools that you use to parse and examine the log files. You can specify a different character encoding for each BlackBerry Monitoring Service component. You can use the ANSI®, UTF-8, and UTF-16LE character encoding methods. 1. On the computer that hosts the BlackBerry Monitoring Service, on the taskbar, click Start > Programs > BlackBerry Enterprise Server > BlackBerry Server Configuration. 2. On the Logging tab, in the BlackBerry Service Logs section, locate the subsection for the component that you want to change. 3. In the Debug log encoding drop-down list, click one of the following character encoding methods: • ANSI • UTF-8 • UTF-16LE 4. 5.

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Click OK. In the Windows® Services, restart the BlackBerry Monitoring Service services.

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BlackBerry Threshold Analysis Tool

BlackBerry Threshold Analysis Tool

11

Creating thresholds using the BlackBerry Threshold Analysis Tool You can use the BlackBerry® Threshold Analysis Tool to create thresholds that monitor specific data attributes of the BlackBerry® Enterprise Server components that are located in your organization's BlackBerry Domain. After the tool creates thresholds, you can turn off, change, or delete the thresholds in the BlackBerry Monitoring Service console. To create thresholds that are appropriate for the activity levels of a component, the tool uses historical data that is stored in the BlackBerry Monitoring Service Database to determine whether the activity level of a component is normal. You must wait a minimum of 4 weeks after you install and turn on the BlackBerry Monitoring Service to run the tool so that it can accumulate a sufficient amount of historical data to create appropriate thresholds. If you accumulate more than 4 weeks of historical data, the tool can create thresholds that are more accurate. The tool is designed to use historical data that demonstrates normal activity levels of a component. Do not run the tool if the tool might use historical data that demonstrates abnormal activity levels of a component. You can run the tool so that it uses default settings to create appropriate thresholds, or you can create a configuration file to change the settings that the tool uses to create appropriate thresholds. If you use the default settings , the tool creates thresholds that have the following rules: • •

alarm severity of warning for low activity levels alarm severity of warning for high activity levels

You can change the settings in the configuration file so that the tool creates thresholds that have the following rules: • • • • • •

alarm severity of warning for low activity levels alarm severity of warning for high activity levels alarm severity of error for low activity levels alarm severity of error for high activity levels alarm severity of critical for low activity levels alarm severity of critical for high activity levels

Data attributes that the BlackBerry Threshold Analysis Tool creates thresholds for The BlackBerry® Threshold Analysis Tool creates thresholds for specific data attributes of the BlackBerry® Enterprise Server components. The tool displays names for the components and data attributes that are different from the names that the BlackBerry Monitoring Service console displays. After you run the tool, the tool lists the components and data attributes that it created thresholds for in a command prompt window and a log file that the tool creates.

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Data attributes that the BlackBerry Threshold Analysis Tool creates thresholds for

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. Names of data attributes that the BlackBerry Threshold Locations and names of data attributes in the BlackBerry Analysis Tool displays in the command prompt window and Monitoring Service console log file Attachment Service > Statistics > Processing threads Attachment Service > Statistics > Failed conversions

DCS_attachmentserver_stats > numprocthreads DCS_attachmentserver_attachmentinfostats > numfailedconversions Messaging Agent > Statistics > Processing queue length DCS_besagent_queuestats > procqlen Messaging Agent > Statistics > Transactions detected during DCS_besagent_rescanstats > transactionsdetectedviarescan a rescan Messaging Agent > Statistics > Processing threads DCS_besagent_threads > numprocthreads Messaging Agent > Messaging statistics > Messages expired DCS_besagent_emailtostats > expired Messaging Agent > Messaging statistics > More requests DCS_besagent_emailcounts > morerequestcount Messaging Agent > Wireless folder management statistics > DCS_besagent_otafmstatsto > pending Messages pending Messaging Agent > Wireless folder management statistics > DCS_besagent_otafmstatsfrom > mfh Messages from Messaging Agent > Messaging server connection > Failed DCS_besagent_mailserverconn_stats > failedconns connections Messaging Agent > Messaging server connection > Average DCS_besagent_mailserverconn_avgrspstats > avgrsptime response time Messaging Agent > Database connections > Errors DCS_besagent_databaseconn_connectionstats > errs Controller > Attachment Service connection > Restarts DCS_controller_attachmentsconn_stats > numrestart Controller > Messaging Agent connection > Restarts DCS_controller_mailagentsconn_stats > numrestart Controller > Synchronization Service connection > Restarts DCS_controller_syncsconn_stats > numrestart Controller > Policy Service connection > Restarts DCS_controller_policysconn_stats > numrestart Controller > MDS Connection Service connection > Restarts DCS_controller_mdscsconn_stats > numrestart Controller > Dispatcher connection > Restarts DCS_controller_dispconn_stats > numrestart Controller > Router connection > Restarts DCS_controller_routerconn_stats > numrestart Dispatcher > Licensing > CALs available DCS_dispatcher_dispatcherlicenseconfig > licenseremaining Dispatcher > Statistics > Processing queue length DCS_dispatcher_dispatcherstats > procqlen Dispatcher > Statistics > Email messages to DCS_dispatcher_cmimestatsto > mth

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Data attributes that the BlackBerry Threshold Analysis Tool creates thresholds for

Names of data attributes that the BlackBerry Threshold Locations and names of data attributes in the BlackBerry Analysis Tool displays in the command prompt window and Monitoring Service console log file Dispatcher > Statistics > Email messages from Dispatcher > Statistics > Calendar messages to Dispatcher > Statistics > Calendar messages from Dispatcher > Statistics > Address lookup messages to Dispatcher > Statistics > Address lookup messages from Dispatcher > Statistics > Synchronization messages to Dispatcher > Statistics > Synchronization messages from Dispatcher > Statistics > IP proxy messages to Dispatcher > Statistics > IP proxy messages from Dispatcher > Statistics > Application push messages to Dispatcher > Statistics > Application push messages from Dispatcher > Statistics > Total messages to Dispatcher > Statistics > Total messages from Dispatcher > Router SRP connection > Bytes transferred

DCS_dispatcher_cmimestatsfrom > mfh DCS_dispatcher_cicalstatsto > mth DCS_dispatcher_cicalstatsfrom > mfh DCS_dispatcher_ alpstatsto > mth DCS_dispatcher_ alpstatsfrom > mfh DCS_dispatcher_syncstatsto > mth DCS_dispatcher_syncstatsfrom > mfh DCS_dispatcher_ippstatsto > mth DCS_dispatcher_ippstatsfrom > mfh DCS_dispatcher_apppushstatsto > mth DCS_dispatcher_apppushstatsfrom > mfh DCS_dispatcher_totaltrafficstatsto > mth DCS_dispatcher_totaltrafficstatsfrom > mfh DCS_dispatcher_routersrpconn_srpconnstats > bytestransferred Dispatcher > Database connection > Errors DCS_dispatcher_databaseconn_connectionstats > errs Collaboration Service > Statistics > Processing queue length DCS_im_stats > procqlen Collaboration Service > Statistics > Instant messaging packet DCS_im_imstats > imkbytes size (kilobytes) MDS Connection Service > Statistics > Processing queue DCS_mdscs_stats > procqlen length MDS Connection Service > Statistics > Push connections DCS_mdscs_mdsstatsfrom > pushconnectionspacketcount (packets) MDS Connection Service > Statistics > Active push DCS_mdscs_mdsstatsto > mthconnectionsinmemory connections MDS Connection Service > Statistics > Truncated connections DCS_mdscs_mdssummary > truncatedconnections MDS Integration Service > Statistics > Inbound messages DCS_mdss_inboundproc > numinmsg MDS Integration Service > Statistics > Outbound processing DCS_mdss_outboundproc > numoutmsg threads MDS Integration Service > Statistics > Transactions to DCS_mdss_other > numtrans Policy Service > Statistics > Processing Queue Length DCS_policyserver_stats > procqlen

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Names of data attributes that the BlackBerry Threshold Locations and names of data attributes in the BlackBerry Analysis Tool displays in the command prompt window and Monitoring Service console log file Policy Service > Statistics > Messages pending Policy Service > Statistics > Failed requests Policy Service > Database connection > Errors Router > Statistics > Transactions to Router > Statistics > Transactions from Router > SRP connection > Bytes transferred Synchronization Service > Statistics > Processing queue length Synchronization Service > PIM statistics > Transactions to Synchronization Service > PIM statistics > Transactions from Synchronization Service > Database connection > Errors

DCS_policyserver_policystatsto > pending DCS_policyserver_policystatsfrom > requesterrors DCS_policyserver_databaseconn_connectionstats > errs DCS_router_routertrafficstatsto > mthtransactions DCS_router_routertrafficstatsfrom > mfhtransactions DCS_router_srpconn_srpconnstats > bytestransferred DCS_syncserver_stats > procqlen DCS_syncserver_pimsyncstatsto > mthtransactions DCS_syncserver_pimsyncstatsfrom > mfhtransactions DCS_syncserver_databaseconn_connectionstats > errs

Configuring the BlackBerry Threshold Analysis Tool When you run the BlackBerry® Threshold Analysis Tool, it uses default settings to create thresholds and rules. You can create a configuration file that the tool can use to create thresholds and rules using settings that you specify. In the configuration file, you can specify the activity levels of BlackBerry® Enterprise Servercomponents that you want to identify as warning, error, or critical. You can also specify the amount of historical data that the tool uses to determine what the BlackBerry Monitoring Service considers normal and abnormal activity levels for the components. The configuration file is not installed during the BlackBerry Monitoring Service installation process. You must create a configuration file and specify the configuration file when you run the tool.

Sample: BlackBerry Threshold Analysis Tool configuration file The BlackBerry® Threshold Analysis Tool configuration file contains parameters and values that specify how the BlackBerry Threshold Analysis Tool creates thresholds. You can save the configuration file on the computer that hosts the BlackBerry Monitoring Service, in the folder where the thresholdtool.exe file is located. By default, the location of the thresholdtool.exe file is :\Program Files\Research In Motion\BlackBerry Enterprise Server\Monitoring Service\tools. The configuration file must be a .txt file, and use ANSI® or UTF-8 encoding. To add comments to the configuration file, precede each comment with a number sign (#). You can type comments after the parameter and value on the same line, or on a new line. In the configuration file, the term data points refers to the amount of historical data that the BlackBerry Threshold Analysis Tool uses to create thresholds. The tool records the values of data attributes every 10 minutes, and stores the values in the BlackBerry Monitoring Service Database. Each recorded value is a data point, and after 7 days, the tool accumulates 1008 data points for each data attribute.

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Sample: Configuration file with default values new proposed rules active = false previous proposed rules deleted = auto number of days to keep historical proposed rules = 30 critical trigger = 0.0% #the percentage symbol is optional error trigger = 0.0% warning trigger = 0.8% number of days in data point window = 30 minimum number of data points required to generate rule = 1000 maximum number of data points used to generate rule = 10000 Parameters Parameter

Permitted values

Description

new proposed rules active

• •

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

true false

If you change the value of this parameter to false after you run the tool with the parameter specified as true, new rules are active and rules that the tool created previously are inactive. previous proposed rules deleted

• • •

number of days to maintain historical proposed rules

0 to 30

auto true false

The default value is false. This parameter specifies whether the tool deletes all of the rules that it created prior to when you run the tool. If the value is auto, the tool deletes rules it created on the day that you run the tool. If the value is true, the tool deletes all of the rules that it created prior to when you run the tool. If the value is false, the tool deactivates but does not delete rules that it created prior to when you run the tool, and the tool adds "Historical" to the notes section for the rule in the BlackBerry Monitoring Service console for each rule that it created prior to when you run the tool. The default value is auto. This parameter specifies the number of days that the tool saves rules that it created. The default value is 30.

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Parameter

Permitted values

Description

critical trigger

0.0% to 5.0%

This parameter specifies the percentage of data attribute activity that the tool uses to determine whether the activity level of a data attribute is abnormally low or abnormally high. This tool uses the values of the highest and lowest activity levels of a data attribute to create two rules with alarm severities of critical. For example, if you configure 0.1% as the value for the critical trigger parameter, the tool uses the lowest and highest values that total 0.1% of the total activity of the data attribute.

error trigger

0.0% to 5.0%

The default value is 0.0%. This parameter specifies the percentage of data attribute activity that the tool uses to determine whether the activity level of a data attribute is abnormally low or abnormally high. This tool uses the values of the highest and lowest activity levels of a data attribute to create two rules with alarm severities of error. For example, if you configure 0.3% as the value for the error trigger parameter, the tool uses the lowest and highest values that total 0.3% of the total activity of the data attribute.

warning trigger

0.0% to 5.0%

The default value is 0.0%. This parameter specifies the percentage of data attribute activity that the tool uses to determine whether the activity level of a data attribute is abnormally low or abnormally high. This tool uses the values of the highest and lowest activity levels of a data attribute to create two rules with alarm severities of warning. For example, if you configure 0.8% as the value for the warning trigger parameter, the tool uses the lowest and highest values that total 0.8% of the total activity of the data attribute.

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Parameter

number of days in data point window

Permitted values

1 to no limit

Description If you specify the critical trigger or error trigger parameter, the default value is 0.8%. If you specify the critical trigger or error trigger parameter, the default value is 0.0%. This parameter specifies the number of most recent days that the tool uses historical data from to create thresholds.

minimum number of data points required to generate rule

0 to 50,000

The default value is 30. This parameter specifies the minimum amount of historical data that the tool uses to create thresholds.

maximum number of data points used to generate rule

1000 to 50,000

The default value is 1000. This parameter specifies the maximum amount of historical data that the tool uses to create thresholds. The default value is 10,000.

Running the BlackBerry Threshold Analysis Tool You can run the BlackBerry® Threshold Analysis Tool using the .exe file of the tool and by typing parameters in a command prompt window. The .exe file of the tool is installed during the BlackBerry Monitoring Service installation process. If you run the tool, you must type a parameter that specifies whether the tool adds the rules that it creates for the thresholds to the BlackBerry Monitoring Service console and stores the rules in the BlackBerry Monitoring Service Database. If the tool does not store the rules in the BlackBerry Monitoring Service Database, the rules are not active or available in the BlackBerry Monitoring Service console. You can run the tool without storing rules in the BlackBerry Monitoring Service Database if you want to test the configuration settings and to preview the rules that the tool can create before you activate the rules. After you run the tool, you can preview the rules in the command prompt window and in the log file that the tool generates. You can identify the rules that the tool created if you check the notes sections for the rules in the BlackBerry Monitoring Service console. The tool adds "Proposed rule M/D/Y_HH:MM:SS" to the notes for the rules that it created. After you run the tool, it returns results in the command prompt window and in the log file. Results can include errors, warnings, and summaries of the rules that the tool created. By default, the tool saves log files on the computer that hosts the BlackBerry Monitoring Service, in :\Program Files\Research In Motion\BlackBerry Enterprise Server\Logs.

Run the BlackBerry Threshold Analysis Tool Before you begin: On the computer that hosts the BlackBerry® Monitoring Service, in the Windows® Services, stop the BlackBerry Monitoring Service Application Core service.

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1. 2.

3. 4.

5. 6.

On the computer that hosts the BlackBerry Monitoring Service, open a command prompt window. 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 :\Program Files\Research In Motion \BlackBerry Enterprise Server\Monitoring Service\tools. Type thresholdtool.exe. Perform one of the following actions: • To activate the rules that the tool creates, type -update. • To run the tool without activating the rules, type -noupdate. To specify a configuration file that the tool can use to create thresholds, type -I . Press ENTER.

After you finish: In the Windows Services, start the BlackBerry Monitoring Service Application Core service.

Parameters for running the BlackBerry Threshold Analysis Tool You can type parameters in the command prompt window when you run the BlackBerry® Threshold Analysis Tool to specify a configuration file that the tool can use to create thresholds and whether the tool activates the thresholds that it creates.

Parameter

Description

Required

-update

This parameter specifies that the tool activates the thresholds that it creates in the BlackBerry Monitoring Service console and stores the thresholds in the BlackBerry Monitoring Service Database. This parameter specifies that the tool does not activate the thresholds that it creates in the BlackBerry Monitoring Service console and does not store the thresholds in the BlackBerry Monitoring Service Database.

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

-noupdate

Specify this parameter if you want to test the settings in a configuration file that you created or preview the rules in the command prompt window or log file

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

Running the BlackBerry Threshold Analysis Tool

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Parameter

-I

-h or -?

Description

Required

before the tool activates the thresholds in the BlackBerry Monitoring Service console. This parameter specifies the no configuration file that the tool uses to create thresholds. This parameter specifies that the tool yes, if you do not specify the -update or displays help information in the -noupdate parameter command prompt window when you run the tool. If you specify this parameter when you run the tool, the tool does not use the other parameters.

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

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Using SNMP to monitor BlackBerry Enterprise Server components and BlackBerry device users

Using SNMP to monitor BlackBerry Enterprise Server components and BlackBerry device users

12

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

SNMP operations that the BlackBerry Enterprise Server supports The BlackBerry® Enterprise Server supports specific SNMP operations. You can use SNMP operations to retrieve data from an SNMP agent on a computer that hosts a BlackBerry Enterprise Server and send the data to an SNMP management tool. Operation

Description

Get

This operation retrieves a specific value. For example, a Get operation for the MIB item besagentTotalMsgsPendingPropertytotalPending retrieves the number of email messages that are queued in the BlackBerry Enterprise Server for delivery to BlackBerry device users.

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Operation

Description

Get next

This operation retrieves the value and OID of items in the order that they appear in a .mib file. This operation sends SNMP trap messages from the SNMP agent to the SNMP trap management tool. SNMP trap messages contain data about specific activities that the BlackBerry Enterprise Server performs.

Trap

.mib files for the BlackBerry Enterprise Server By default, the .mib files for a BlackBerry® Enterprise Server are located on the computer that hosts the BlackBerry Enterprise Server, in :\Program Files\Research In Motion\BlackBerry Enterprise Server\Monitoring Service\bin\. The latest BlackBerry Enterprise Server version includes two .mib files that you can use to analyze data from the BlackBerry Enterprise Server. .mib file

Description

BLACKBERRYSERVERMIB-SMIV2.mib BLACKBERRYSERVERMIBSMIv2_Compat.mib

This is the .mib file for the latest BlackBerry Enterprise Server version. This is the .mib file for the latest BlackBerry Enterprise Server version in the same format as the .mib file for BlackBerry Enterprise Server version 4.1. You can use this .mib file if you need to maintain compatibility with a legacy monitoring system when you upgrade your organization's environment to the latest BlackBerry Enterprise Server version.

Configuring SNMP monitoring System requirements: SNMP monitoring software and settings for the SNMP service Item

Requirement

SNMP monitoring software

• •

SNMP service that includes an SNMP agent on the computer that hosts the BlackBerry® Enterprise Server SNMP management tool on the computer that hosts the BlackBerry Enterprise Server or on a separate computer

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Item

Requirement •

SNMP service settings

.mib file compiler on the computer that you installed the SNMP management tool on if a .mib file compiler is not included with the SNMP management tool

SNMP service in the Windows® Services: • • •

valid SNMP community name minimum permission of read-only for the SNMP community IP addresses or names of the computers that the SNMP service can accept SNMP data from

Verifying the SNMP agent settings in the Registry Editor The SNMP agent is the component of the SNMP service that receives and processes requests from the SNMP management tool. If you install a BlackBerry® Enterprise Server before you install the SNMP service, verify that the settings for the SNMP agent exist in the Registry Editor. If the settings for the SNMP agent do not exist in the Registry Editor, add them and restart the SNMP service.

Settings for the SNMP agent in the Registry Editor Registry key

String value

Value data

HKEY_LOCAL_MACHINE\SOFTWARE \Research In Motion\BlackBerry Enterprise Server\Monitoring Service\SNMPAgent \CompatVersion HKEY_LOCAL_MACHINE\SYSTEM \CurrentControlSet\Services\SNMP \Parameters\ExtensionAgents HKEY_LOCAL_MACHINE\SOFTWARE \Research In Motion\BlackBerry Enterprise Server\Monitoring Service\SNMPAgent \CurrentVersion HKEY_LOCAL_MACHINE\SYSTEM \CurrentControlSet\Services\SNMP \Parameters\ExtensionAgents

PathName

C:\Program Files\Research In Motion \BlackBerry Enterprise Server\Monitoring Service\dll\BMSI_SNMP_Agent_Compat.dll

RIM.SNMPAgentCom pat

SOFTWARE\Research In Motion\BlackBerry Enterprise Server\Monitoring Service \SNMPAgent\CompatVersion C:\Program Files\Research In Motion \BlackBerry Enterprise Server\Monitoring Service\dll\BMSI_SNMP_Agent.dll

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PathName

RIM.SNMPAgent

SOFTWARE\Research In Motion\BlackBerry Enterprise Server\Monitoring Service \SNMPAgent\CurrentVersion

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Configuring SNMP traps

Compile the .mib file for a BlackBerry Enterprise Server and configure the SNMP management tool to receive SNMP data To use the .mib file for a BlackBerry® Enterprise Server with a third-party SNMP management tool, you must compile the .mib file and configure the SNMP management tool to receive SNMP data from the BlackBerry Enterprise Server. 1. Using the .mib file compiler that you installed with the SNMP management tool, compile the BLACKBERRYSERVERMIBSMIV2.mib file. The default location of the BLACKBERRYSERVERMIB-SMIV2.mib file is :\Program Files\Research In Motion \BlackBerry Enterprise Server\Monitoring Service\bin. 2. Save the output of the compiled BLACKBERRYSERVERMIB-SMIV2.mib file. The default file name extension of a compiled .mib file is .smidb. 3. In the SNMP management tool, open the .smidb file. 4. In the appropriate field, type the IP address of the computer that you installed the BlackBerry Enterprise Server on.

Configuring SNMP traps To monitor a BlackBerry® Enterprise Server using SNMP traps, you must install and configure an SNMP trap management tool on the computer that hosts the BlackBerry Enterprise Server or on a separate computer. The SNMP agent on the computer that hosts the BlackBerry Enterprise Server sends SNMP trap messages to the SNMP trap management tool. You can use the SNMP trap management tool that is included in the SNMP management tool that you installed or a standalone SNMP trap management tool. If you use a standalone SNMP trap management tool, make sure that SNMP trap services are not running on the BlackBerry Enterprise Server.

Configure the SNMP trap service To send SNMP trap messages from the BlackBerry® Enterprise Server to an SNMP management tool that is located on a computer that is separate from the computer that hosts the BlackBerry Enterprise Server, you must specify where the SNMP trap service can send SNMP trap messages to. Before you begin: Verify that you installed the SNMP service on the computer that hosts the BlackBerry Enterprise Server and that SNMP service is running. On the computer that hosts the BlackBerry Enterprise Server, in the Windows® Services, change the following settings for the SNMP service: • For SNMP traps, specify the community name. • For SNMP trap destinations, type the IP address or name of the computer that you installed an SNMP management tool on.

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Error binding to Trap Port (162), it may already be in use Description This message might appear when you start a standalone SNMP trap management tool. Possible solution Stop the SNMP trap services on the computer that hosts the BlackBerry® Enterprise Server. 1. 2.

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In the Windows® Services, stop the SNMP trap service. Restart the SNMP trap management tool.

Configuring SNMP traps

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Glossary

Glossary

13

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

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Secure Sockets Layer UTF-8 UCS Transformation Format 8

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Provide feedback

Provide feedback

14

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

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Legal notice

Legal notice

15

©2009 Research In Motion Limited. All rights reserved. BlackBerry®, RIM®, Research In Motion®, SureType®, SurePress™ and related trademarks, names, and logos are the property of Research In Motion Limited and are registered and/or used in the U.S. and countries around the world. ANSI is a trademark of the American National Standards Institute. and Java is a trademark of Sun Microsystems, Inc. All other trademarks are the property of their respective owners. The BlackBerry smartphone and other devices and/or associated software are protected by copyright, international treaties, and various patents, including one or more of the following U.S. patents: 6,278,442; 6,271,605; 6,219,694; 6,075,470; 6,073,318; D445,428; D433,460; D416,256. Other patents are registered or pending in the U.S. and in various countries around the world. Visit www.rim.com/patents for a list of RIM (as hereinafter defined) patents. This documentation including all documentation incorporated by reference herein such as documentation provided or made available at www.blackberry.com/go/docs is provided or made accessible "AS IS" and "AS AVAILABLE" and without condition, endorsement, guarantee, representation, or warranty of any kind by Research In Motion Limited and its affiliated companies ("RIM") and RIM assumes no responsibility for any typographical, technical, or other inaccuracies, errors, or omissions in this documentation. In order to protect RIM proprietary and confidential information and/or trade secrets, this documentation may describe some aspects of RIM technology in generalized terms. 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 this documentation to you in a timely manner or at all. This documentation might contain references to third-party sources of information, hardware or software, products or 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 Third Party 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. The inclusion of a reference to Third Party Products and Services in this documentation does not imply endorsement by RIM 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 OR WARRANTIES OF DURABILITY, FITNESS FOR A PARTICULAR PURPOSE OR USE, MERCHANTABILITY, MERCHANTABLE QUALITY, NONINFRINGEMENT, SATISFACTORY QUALITY, OR TITLE, OR ARISING FROM A STATUTE OR CUSTOM OR A COURSE OF DEALING OR USAGE OF TRADE, OR RELATED TO THE DOCUMENTATION OR ITS USE, OR PERFORMANCE OR NON-PERFORMANCE OF ANY SOFTWARE, HARDWARE, SERVICE, OR ANY THIRD PARTY PRODUCTS AND SERVICES REFERENCED HEREIN, ARE HEREBY EXCLUDED. YOU MAY ALSO HAVE OTHER RIGHTS THAT VARY BY STATE OR PROVINCE. SOME JURISDICTIONS MAY NOT ALLOW THE EXCLUSION OR LIMITATION OF IMPLIED WARRANTIES AND CONDITIONS. TO THE EXTENT PERMITTED BY LAW, ANY IMPLIED WARRANTIES OR CONDITIONS RELATING TO THE DOCUMENTATION TO THE EXTENT THEY CANNOT BE EXCLUDED AS SET OUT ABOVE, BUT CAN BE LIMITED, ARE HEREBY LIMITED TO NINETY (90) DAYS FROM THE DATE YOU FIRST ACQUIRED THE DOCUMENTATION OR THE ITEM THAT IS THE SUBJECT OF THE CLAIM.

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Monitoring Guide

Legal notice

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW IN YOUR JURISDICTION, IN NO EVENT SHALL RIM BE LIABLE FOR ANY TYPE OF DAMAGES RELATED TO THIS DOCUMENTATION OR ITS USE, OR PERFORMANCE OR NONPERFORMANCE OF ANY SOFTWARE, HARDWARE, SERVICE, OR ANY THIRD PARTY PRODUCTS AND SERVICES REFERENCED HEREIN INCLUDING WITHOUT LIMITATION ANY OF THE FOLLOWING DAMAGES: DIRECT, CONSEQUENTIAL, EXEMPLARY, INCIDENTAL, INDIRECT, SPECIAL, PUNITIVE, OR AGGRAVATED DAMAGES, DAMAGES FOR LOSS OF PROFITS OR REVENUES, FAILURE TO REALIZE ANY EXPECTED SAVINGS, BUSINESS INTERRUPTION, LOSS OF BUSINESS INFORMATION, LOSS OF BUSINESS OPPORTUNITY, OR CORRUPTION OR LOSS OF DATA, FAILURES TO TRANSMIT OR RECEIVE ANY DATA, PROBLEMS ASSOCIATED WITH ANY APPLICATIONS USED IN CONJUNCTION WITH RIM PRODUCTS OR SERVICES, DOWNTIME COSTS, LOSS OF THE USE OF RIM PRODUCTS OR SERVICES OR ANY PORTION THEREOF 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 OR UNFORESEEN, 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 OTHER OBLIGATION, DUTY, OR LIABILITY WHATSOEVER IN CONTRACT, TORT, OR OTHERWISE TO YOU INCLUDING ANY LIABILITY FOR NEGLIGENCE OR STRICT LIABILITY. THE LIMITATIONS, EXCLUSIONS, AND DISCLAIMERS HEREIN SHALL APPLY: (A) IRRESPECTIVE OF THE NATURE OF THE CAUSE 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 BREACH OR BREACHES OR THE FAILURE OF THE ESSENTIAL PURPOSE OF THIS AGREEMENT OR OF ANY REMEDY CONTAINED HEREIN; AND (B) TO RIM AND ITS AFFILIATED COMPANIES, THEIR SUCCESSORS, ASSIGNS, AGENTS, SUPPLIERS (INCLUDING AIRTIME SERVICE PROVIDERS), AUTHORIZED RIM DISTRIBUTORS (ALSO INCLUDING AIRTIME SERVICE PROVIDERS) 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 ANY LIABILITY 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 ensure that your airtime service provider has agreed to support all of their features. Some airtime service providers might not offer Internet browsing functionality with a subscription to the BlackBerry® Internet Service. Check with your service provider for availability, roaming arrangements, service plans and features. Installation or use of Third Party Products and Services with RIM's products and services may require one or more patent, trademark, copyright, or other licenses in order to avoid infringement or violation of third party rights. You are solely responsible for determining 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 Services until all necessary licenses have been acquired. Any Third Party Products and Services that are provided with RIM's products and services are provided as a convenience to you and are provided "AS IS" with no express or implied conditions, endorsements, guarantees, representations, or warranties of any kind by RIM and RIM assumes no liability whatsoever, in relation thereto. Your use of Third Party Products and Services shall be governed by and subject to you agreeing to the terms of separate licenses and other agreements applicable thereto with third parties, except to 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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Monitoring Guide

Legal notice

The terms of use of any RIM product or service are set out in a separate license or other agreement with RIM applicable thereto. NOTHING IN THIS DOCUMENTATION IS INTENDED TO SUPERSEDE ANY EXPRESS WRITTEN AGREEMENTS OR WARRANTIES PROVIDED BY RIM FOR PORTIONS OF ANY RIM PRODUCT OR SERVICE OTHER THAN THIS DOCUMENTATION. Research In Motion Limited 295 Phillip Street Waterloo, ON N2L 3W8 Canada Research In Motion UK Limited Centrum House 36 Station Road Egham, Surrey TW20 9LF United Kingdom Published in Canada

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