Blackberry PRD-07630-011 - Enterprise Server - PC Manual
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Blackberry PRD-07630-011 - Enterprise Server - PC Manual

Blackberry PRD-07630-011 - Enterprise Server - PC Manual

Enterprise server monitoring guide version: 5.0 | service pack: 3
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BlackBerry Enterprise Server

Version: 5.0 | Service Pack: 3
Monitoring Guide

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Summary of Contents for Blackberry PRD-07630-011 - Enterprise Server - PC

  • Page 1: Blackberry Enterprise Server

    BlackBerry Enterprise Server Version: 5.0 | Service Pack: 3 Monitoring Guide...
  • Page 2 Published: 2011-03-07 SWD-1398426-0307061008-001...

  • Page 3: Table Of Contents

    View configuration settings and activity levels of data attributes of BlackBerry device users....Monitor user accounts that are not initialized....................BlackBerry device diagnostic test........................Run a diagnostic test for a BlackBerry device from the BlackBerry Monitoring Service console....Run a diagnostic test for a BlackBerry device from the BlackBerry device..........
  • Page 4 Rule types..............................Create a threshold that you can use to monitor a BlackBerry Enterprise Server component....Create a threshold that you can use to monitor a data attribute of a BlackBerry device user....Changing and deleting rules........................Changing the order that rules appear in the BlackBerry Monitoring Service console.......
  • Page 5 Change SNMP port numbers and community names................Configuring non-SNMP server monitoring......................Change how often the BlackBerry Monitoring Service collects data from a server that it does not use SNMP to monitor............................Change the key store password for the certificate that the BlackBerry Monitoring Service console uses..
  • Page 6 System requirements: SNMP monitoring software and settings for the SNMP service......Verifying the SNMP agent settings in the Registry Editor................. Compile the MIB for a BlackBerry Enterprise Server and configure the SNMP management tool to receive SNMP data............................ Configuring SNMP traps............................

  • Page 7: Blackberry Enterprise Server Monitoring Solution

    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...
  • Page 8 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.

  • Page 9: Web Address And User Roles For The Blackberry Monitoring Service Console

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

  • Page 10: Best Practice: Creating Administrator Accounts That Can Access The Blackberry Monitoring Service Console

    Monitoring Guide Web address and user roles for the BlackBerry Monitoring Service console Role Permission Security Administrator performs all actions in the BlackBerry Administration Service console and BlackBerry Monitoring Service console Enterprise Administrator views but cannot change BlackBerry device user accounts and performs all...

  • Page 11: Overview Of The Blackberry Monitoring Service Console

    BlackBerry® Enterprise Server components and BlackBerry device users. The BlackBerry Enterprise Server installation process provides you with the web address that you can use to access the BlackBerry Monitoring Service console. For more information about the installation process, see the BlackBerry Enterprise Server Installation Guide.

  • Page 12: Blackberry Device Dashboard

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

  • Page 13: Turn On Monitoring For A Blackberry Enterprise Server

    In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers. Click Manage servers. In the list of SNMP servers, click the wrench icon beside the BlackBerry Enterprise Server that you want to monitor. In the SNMP configuration section, in the appropriate fields, type the SNMP port number and community name for the computer that hosts the BlackBerry Enterprise Server.

  • Page 14: Monitoring Blackberry Enterprise Server Components

    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.

  • Page 15: Data Attributes Of The Blackberry Configuration Database

    Turn on monitoring for a non-SNMP server. A non-SNMP server is a server that the BlackBerry Monitoring Service does not use SNMP to monitor. If you do not turn on monitoring, you cannot view the data attributes of the BlackBerry Configuration Database in the BlackBerry Monitoring Service console.

  • Page 16: Monitor Connections To The Blackberry Configuration Database

    Turn on monitoring for a non-SNMP server. A non-SNMP server is a server that the BlackBerry® Monitoring Service does not use SNMP to monitor. If you do not turn on monitoring, you cannot view the data attributes of the BlackBerry Configuration Database in the BlackBerry®...

  • Page 17: Status Of Blackberry Enterprise Server Components In The Blackberry Monitoring Service Console After A Failover Occurs

    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.

  • Page 18: 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.

  • Page 19: Blackberry Enterprise Server Components That The Blackberry Monitoring Service Cannot Monitor

    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.

  • Page 20: Monitoring Blackberry Devices And User Activity

    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.

  • Page 21: Monitor User Accounts That Are Not Initialized

    Monitor user accounts that are not initialized You can use the BlackBerry Monitoring Service to monitor user accounts that are not initialized. If a user account is not initialized, the user account is not functioning and the BlackBerry user cannot send or receive email messages.

  • Page 22: Run A Diagnostic Test For A Blackberry Device From The Blackberry Monitoring Service Console

    Before you run the diagnostic test, ping the BlackBerry device to verify that the BlackBerry device is not experiencing connectivity issues. Before you begin: The BlackBerry device must include the diagnostic tool client which is part of the latest version of the BlackBerry® Device Software.

  • Page 23: Ping A Blackberry Device

    Ping a BlackBerry device Ping a BlackBerry device You can ping a BlackBerry® device to determine if you can exchange email messages with the BlackBerry device, and to determine the response time of the BlackBerry device in seconds. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users.

  • Page 24: Using Thresholds To Monitor Blackberry Enterprise Server Components And Blackberry Device Users

    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.

  • Page 25: Create A Threshold That You Can Use To Monitor A Blackberry Enterprise Server Component

    Example: Monitoring how much memory the BlackBerry Dispatcher component uses If you want to configure a warning for when the BlackBerry Dispatcher uses more than 15,000 KB of memory, you can create a value-based threshold for the Memory use data attribute. In the Rule section, specify the following values: •...

  • Page 26: Create A Threshold That You Can Use To Monitor A Data Attribute Of A Blackberry Device User

    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.

  • Page 27: Changing And Deleting Rules

    Perform one of the following tasks: Task Steps Locate a rule for a data attribute of In the BlackBerry Monitoring Service console, on the Monitoring a BlackBerry® Enterprise Server menu, expand BlackBerry solution topology > BlackBerry domain component. > Components.

  • Page 28: Changing The Order That Rules Appear In The Blackberry Monitoring Service Console

    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.

  • Page 29: 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.

  • Page 30: 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.

  • Page 31: Check For Alarms For A Blackberry Enterprise Server Component Or Blackberry Device User

    Search for a user account. Click the display name for the user account. 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.

  • Page 32: Suspend And Resume Alarms

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

  • Page 33: Configuring Notification Messages

    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.

  • Page 34: Changing The Email Address That The Blackberry Monitoring Service Uses To Send Pin Messages

    The BlackBerry® Monitoring Service can send notification messages as PIN messages to contacts. The email address in the From field of the PIN messages is the same email address that the BlackBerry Administration Service uses to send BlackBerry Enterprise Server system messages. You can change the email address in the BlackBerry Administration Service.
  • Page 35 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.

  • Page 36: 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.

  • Page 37: 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.

  • Page 38: Messages In The Messages Area Of The Blackberry Monitoring Service Console

    Messages in the messages area of the BlackBerry Monitoring Service console 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 •...

  • Page 39: Reports

    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.

  • Page 40: Generate A Custom Report Using Report Settings That You Saved

    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.

  • Page 41: Delete Generated Reports

    Monitoring Guide Generating reports about BlackBerry device users and BlackBerry Enterprise Server components Delete generated reports 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.

  • Page 42: Managing Servers

    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.

  • Page 43: Configuring Snmp Server Monitoring

    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.

  • Page 44: Configuring Non-Snmp Server Monitoring

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

  • Page 45: Import A New Ssl Certificate For The Blackberry Monitoring Service

    Import a new SSL certificate for the BlackBerry Monitoring Service When you install the BlackBerry® Monitoring Service, the setup application generates an SSL certificate to make sure that all communication on the HTTPS connection is secure. After the installation process completes, you can choose to import a self-signed SSL certificate or a trusted certificate using the Java®...
  • Page 46 Monitoring Guide Import a new SSL certificate for the BlackBerry Monitoring Service Use the Java keytool to generate a certificate signing request by typing keytool -certreq -alias <alias_name> - file <certreq_filename>.csr -keypass <password> -storepass <keystore password> -keystore "<drive>: \Program Files\Research In Motion\BlackBerry Enterprise Server\Monitoring Service\bin\web.keystore"...

  • Page 47: Blackberry Monitoring Service Log Files

    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.

  • Page 48: Create A New Log File For A Blackberry Monitoring Service Component When The Current Log File Reaches The Maximum Size

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

  • Page 49: Change When A Blackberry Monitoring Service Component Deletes Log Files

    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.

  • Page 50: Blackberry Threshold Analysis Tool

    BlackBerry Monitoring Service database to determine whether the activity level of a component is normal. You must wait a minimum of four weeks after you install and turn on the BlackBerry Monitoring Service to run the tool so that it can accumulate a sufficient amount of historical data to create appropriate thresholds. If you accumulate more than four weeks of historical data, the tool can create thresholds that are more accurate.
  • Page 51 Monitoring Guide 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 Analysis Tool displays in the command prompt window BlackBerry Monitoring Service console and log file Attachment Service >...
  • Page 52 Monitoring Guide 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 Analysis Tool displays in the command prompt window BlackBerry Monitoring Service console and log file Dispatcher >...

  • Page 53: Configuring The Blackberry Threshold Analysis Tool

    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.
  • Page 54 "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.
  • Page 55 Monitoring Guide Configuring the BlackBerry Threshold Analysis Tool Parameter Permitted values Description error trigger 0.0% to 5.0% This parameter specifies the percentage of data attribute activity that the tool uses to determine whether the activity level of a data attribute is abnormally low or abnormally high.

  • Page 56: Running The Blackberry Threshold Analysis Tool

    Running the BlackBerry Threshold Analysis Tool You can run the BlackBerry® Threshold Analysis Tool using the .exe file of the tool and by typing parameters in a command prompt window. The .exe file of the tool is installed during the BlackBerry Monitoring Service installation process.

  • Page 57: Parameters For Running The Blackberry Threshold Analysis Tool

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

  • Page 58: 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."...

  • Page 59: Using Snmp To Monitor Blackberry Enterprise Server Components And Blackberry Device Users

    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.

  • Page 60: Mibs For The Blackberry Enterprise Server

    Monitoring Guide Configuring SNMP monitoring MIBs for the BlackBerry Enterprise Server By default, the MIBs for a BlackBerry® Enterprise Server are located on the computer that hosts the BlackBerry Enterprise Server, in <drive>:\Program Files\Research In Motion\BlackBerry Enterprise Server\Monitoring Service \bin\.

  • Page 61: Verifying The Snmp Agent Settings In The Registry Editor

    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.

  • Page 62: 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.

  • Page 63: Troubleshooting

    If your organization's environment includes a firewall located between the BlackBerry® Administration Service and BlackBerry Monitoring Service, the firewall can block the JNDI delegate port on the BlackBerry Administration Service. By default, the JNDI delegate port is configured to 0 (any port).

  • Page 64: Glossary

    A BlackBerry Domain consists of the BlackBerry Configuration Database with its users and any BlackBerry® Enterprise Server instances that connect to it. BlackBerry CAL A BlackBerry® Client Access License (BlackBerry CAL) limits how many users you can add to a BlackBerry® Enterprise Server. FQDN...
  • Page 65 Monitoring Guide Glossary Simple Network Management Protocol Server Routing Protocol Secure Sockets Layer Transport Layer Security Universal Content Stream UCS Transformation Format...

  • Page 66: Provide Feedback

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

  • Page 67: Legal Notice

    Legal notice Legal notice ©2011 Research In Motion Limited. All rights reserved. BlackBerry®, RIM®, Research In Motion®, 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.
  • Page 68 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.
  • Page 69 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.

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