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