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Version: 5.0
Monitoring Guide
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Contents
1 BlackBerry Enterprise Server monitoring solution................................................................................................................. 5
BlackBerry Monitoring Service...................................................................................................................................................... 5
Web address and user roles for the BlackBerry Monitoring Service console........................................................................... 7
Web address for the BlackBerry Monitoring Service console............................................................................................ 7
Roles and permissions for the BlackBerry Monitoring Service console........................................................................... 7
Best practice: Creating administrator accounts that can access the BlackBerry Monitoring Service console........... 9
Overview of the BlackBerry Monitoring Service console........................................................................................................... 9
Turn on monitoring for a BlackBerry Enterprise Server.............................................................................................................. 10
4 Using thresholds to monitor BlackBerry Enterprise Server components and BlackBerry device users......................... 19
Creating thresholds, rules, and alarms......................................................................................................................................... 19
Rule types................................................................................................................................................................................ 19
Create a threshold that you can use to monitor a BlackBerry Enterprise Server component....................................... 20
Creating a threshold that you can use to monitor a data attribute of a BlackBerry device user.................................. 20
Changing and deleting rules................................................................................................................................................. 21
Changing the order that rules appear in the BlackBerry Monitoring Service console.................................................. 22
Specify a threshold maintenance window........................................................................................................................... 23
5 Alarms........................................................................................................................................................................................... 25
Identifying alarms........................................................................................................................................................................... 25
Color, state, and severity of alarm icons.............................................................................................................................. 25
Identifying alarms and alarm severity in the alarm panel................................................................................................. 25
Check for alarms for a BlackBerry Enterprise Server component or BlackBerry device user........................................ 26
Managing alarms in the alarm panel........................................................................................................................................... 27
Sort thresholds in the alarm panel....................................................................................................................................... 27
Suspend and resume alarms................................................................................................................................................. 27
Delete alarms.......................................................................................................................................................................... 27
8 Reports about BlackBerry device users and BlackBerry Enterprise Server components................................................. 34
Generating reports about BlackBerry device users and BlackBerry Enterprise Server components.................................... 34
Generate and view a default report about BlackBerry device users................................................................................ 34
Generate a custom report about BlackBerry device users or a BlackBerry Enterprise Server component.................. 34
Generate a custom report using report settings that you saved...................................................................................... 35
View generated reports......................................................................................................................................................... 35
Delete generated reports...................................................................................................................................................... 36
12 Using SNMP to monitor BlackBerry Enterprise Server components and BlackBerry device users................................ 52
SNMP components that you can use to monitor BlackBerry Enterprise Server components and BlackBerry device users
........................................................................................................................................................................................................... 52
SNMP operations that the BlackBerry Enterprise Server supports.................................................................................. 52
.mib files for the BlackBerry Enterprise Server................................................................................................................... 53
Configuring SNMP monitoring...................................................................................................................................................... 53
System requirements: SNMP monitoring software and settings for the SNMP service................................................ 53
Verifying the SNMP agent settings in the Registry Editor................................................................................................ 54
Compile the .mib file for a BlackBerry Enterprise Server and configure the SNMP management tool to receive
SNMP data.............................................................................................................................................................................. 55
Configuring SNMP traps................................................................................................................................................................ 55
Configure the SNMP trap service......................................................................................................................................... 55
Error binding to Trap Port (162), it may already be in use................................................................................................. 56
13 Glossary......................................................................................................................................................................................... 57
14 Provide feedback......................................................................................................................................................................... 59
15 Legal notice.................................................................................................................................................................................. 60
Monitoring Guide BlackBerry Enterprise Server monitoring solution
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.
5
Monitoring Guide BlackBerry Monitoring Service
Feature Description
• connection information for the BlackBerry Configuration Database, BlackBerry
Controller, and SRP connections
BlackBerry device diagnostic tests and You can use the BlackBerry Monitoring Service console to run diagnostic tests for
user monitoring 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
6
Monitoring Guide Web address and user roles for the BlackBerry Monitoring Service console
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
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 <drive>:\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.
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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 and BlackBerry
Monitoring Service console
Enterprise Administrator views but cannot change BlackBerry device user accounts, and performs all other
actions in the BlackBerry Administration Service and BlackBerry Monitoring Service
console
Monitoring System Administrator performs all actions in the BlackBerry Monitoring Service console
Monitoring View Administrator performs the following actions:
For more information, see the BlackBerry Enterprise Server Administration Guide.
8
Monitoring Guide Overview of the BlackBerry Monitoring Service console
Best practice: Creating administrator accounts that can access the BlackBerry Monitoring
Service console
For more information, see the BlackBerry Enterprise Server Administration Guide.
9
Monitoring Guide Turn on monitoring for a BlackBerry Enterprise Server
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.
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
1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers.
2. Click Manage servers.
3. Click the wrench icon beside the server that you want to monitor.
4. 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.
5. Select the Enable monitoring check box.
6. Click Save.
10
Monitoring Guide Monitoring BlackBerry Enterprise Server components
View configuration settings and activity levels of data attributes of BlackBerry Enterprise
Server components
1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology >
BlackBerry domain > Components.
2. Expand a BlackBerry® Enterprise Server component.
3. Click an instance of the component.
4. On the appropriate tab, locate the configuration settings or data attributes that you want to view.
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.
11
Monitoring Guide Monitoring BlackBerry Enterprise Server components that you configured for high availability
12
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. In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology >
BlackBerry domain > Components.
2. Expand a component.
3. Click an instance of the component.
4. On the tab for the data attribute that you want to monitor, click the data attribute.
5. In the Rule section, click Add rule.
6. In the Rule section, select the Active check box.
7. Use the drop-down lists to specify the conditions of the rule.
8. For BlackBerry® Enterprise Server components that you configured for high availability, in the Scope section, in the High
Availability Scope drop-down list, click one of the following options:
• To continue monitoring a component after a failover occurs, click Both Primary/Active and Standby.
• To monitor a component of the primary BlackBerry Enterprise Server instance, click Primary/Active Only.
• To monitor a component of the standby BlackBerry Enterprise Server instance, click Standby only.
9. Click Save.
10. Click Save.
1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry
domain > Components > Messaging Agent.
13
Monitoring Guide Monitoring hung threads for the BlackBerry Messaging Agent
2. Click an instance.
3. On the Messaging Statistics tab, click Hung threads.
4. In the Rule section, click Add rule.
5. In the Rule section, select the Active check box.
6. Perform one of the following tasks:
Task Steps
Create a rule using appropriate a. In the If VALUE is drop-down list, click If change in VALUE is.
conditions for the default behavior of
b. In the less than drop-down list, click greater than.
the BlackBerry Messaging Agent.
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 drop-
down list, click one of the following options:
• To continue monitoring a BlackBerry® Enterprise Server component after a failover occurs, click Both Primary/Active
and Standby.
• To monitor a component of the primary BlackBerry Enterprise Server instance, click Primary/Active Only.
• To monitor a component of the standby BlackBerry Enterprise Server instance, click Standby only.
8. Click Save.
9. Click Save.
14
Monitoring Guide BlackBerry Enterprise Server components that the BlackBerry Monitoring Service cannot monitor
15
Monitoring Guide Monitoring BlackBerry devices and user activity
1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users.
2. Click Monitor Users.
3. Perform one of the following actions:
• To search for all user accounts, click Search.
• To search for specific user accounts, specify the search criteria. Click Search.
4. Click the display name for the user account.
View configuration settings and activity levels of data attributes of BlackBerry device users
1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand Users.
2. Click Monitor Users.
3. Search for a user account.
4. Click the display name for the user account.
5. On the appropriate tab, locate the configuration settings or data attributes that you want to view.
16
Monitoring Guide Viewing configuration settings and activity levels of data attributes of BlackBerry device users
1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users.
2. Click Monitor Users.
3. Search for a user account.
4. Click the display name for the user account.
5. Click Run diagnostic test.
6. After approximately 40 minutes, on the Device Diagnostics statistics tab, in the Configuration section, check the Time
stamp value to determine whether the diagnostic test results are current.
If the diagnostic test results are not current, the BlackBerry Monitoring Service console displays the results of a previous
diagnostic test.
17
Monitoring Guide Creating a threshold that you can use to monitor a data attribute of a BlackBerry device user
1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users.
2. Click Monitor Users.
3. Search for a user account.
4. Click the display name for the user account.
5. On the tab for the data attribute of the BlackBerry device user that you want to monitor, click the data attribute.
6. In the Rule section, click Add rule.
7. In the Rule section, select the Active check box.
8. In the drop-down lists and fields, specify the conditions of the rule.
9. Click Save.
10. Click Save.
18
Monitoring Guide Using thresholds to monitor BlackBerry Enterprise Server components and BlackBerry device users
Rule types
• the value of the data attribute is less than a value that you specify
19
Monitoring Guide Creating thresholds, rules, and alarms
Create a threshold that you can use to monitor a BlackBerry Enterprise Server component
1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology >
BlackBerry domain > Components.
2. Expand a component.
3. Click an instance of the component.
4. On the tab for the data attribute that you want to monitor, click the data attribute.
5. In the Rule section, click Add rule.
6. In the Rule section, select the Active check box.
7. Use the drop-down lists to specify the conditions of the rule.
8. For BlackBerry® Enterprise Server components that you configured for high availability, in the Scope section, in the High
Availability Scope drop-down list, click one of the following options:
• To continue monitoring a component after a failover occurs, click Both Primary/Active and Standby.
• To monitor a component of the primary BlackBerry Enterprise Server instance, click Primary/Active Only.
• To monitor a component of the standby BlackBerry Enterprise Server instance, click Standby only.
9. Click Save.
10. Click Save.
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. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users.
2. Click Monitor Users.
3. Search for a user account.
20
Monitoring Guide Creating thresholds, rules, and alarms
Task Steps
Locate a rule for a data attribute of a a. In the BlackBerry Monitoring Service console, on the Monitoring menu,
BlackBerry® Enterprise Server expand BlackBerry solution topology > BlackBerry domain >
component. Components.
b. Expand a component.
c. Click an instance of a component.
Locate a rule for a data attribute of a a. In the BlackBerry Monitoring Service console, on the Monitoring menu,
BlackBerry device user. expand Users.
b. Click Monitor Users.
c. Search for a user account.
d. Click the display name for the user account.
2. On the tab for the data attribute you want to change a rule for, click the data attribute.
3. In the Rule section, in the Actions column, click the wrench icon for the rule that you want to change.
4. In the Rule section, change the conditions of the rule.
5. Click Save.
6. Click Save.
Delete a rule
1. Perform one of the following tasks:
21
Monitoring Guide Creating thresholds, rules, and alarms
Task Steps
Locate a rule for a data attribute of a a. In the BlackBerry Monitoring Service console, on the Monitoring menu,
BlackBerry® Enterprise Server expand BlackBerry solution topology > BlackBerry domain >
component. Components.
b. Expand a component.
c. Click an instance of a component.
Locate a rule for a data attribute of a a. In the BlackBerry Monitoring Service console, on the Monitoring menu,
BlackBerry device user. expand Users.
b. Click Monitor Users.
c. Search for a user account.
d. Click the display name for the user account.
2. On the tab for the data attribute you want to delete a rule for, click the data attribute.
3. In the Rule section, in the Actions column, click the trash can icon for the rule that you want to delete.
4. Click Yes - delete the rule.
Changing the order that rules appear in the BlackBerry Monitoring 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.
22
Monitoring Guide Creating thresholds, rules, and alarms
Task Steps
Locate a threshold for a data attribute a. In the BlackBerry Monitoring Service console, on the Monitoring menu,
of a BlackBerry® Enterprise Server expand BlackBerry solution topology > BlackBerry domain >
component. Components.
b. Expand a component.
c. Click an instance of a component.
Locate a threshold for a data attribute a. In the BlackBerry Monitoring Service console, on the Monitoring menu,
of a BlackBerry device user. expand Users.
b. Click Monitor Users.
c. Search for a user account.
d. Click the display name of the user account.
2. On the tab for the data attribute that you want to reorder rules for, click the data attribute.
3. In the Rule section, in the Actions column, click the up arrow and down arrow icons to reorder the rules.
4. Click Save.
Task Steps
Locate a threshold for a data attribute a. In the BlackBerry Monitoring Service console, on the Monitoring menu,
of a BlackBerry® Enterprise Server expand BlackBerry solution topology > BlackBerry domain >
component. Components.
b. Expand a component.
c. Click an instance of a component.
Locate a threshold for a data attribute a. In the BlackBerry Monitoring Service console, on the Monitoring menu,
of a BlackBerry device user. expand Users.
b. Click Monitor Users.
c. Search for a user account.
23
Monitoring Guide Creating thresholds, rules, and alarms
Task Steps
d. Click the display name for the user account.
2. On the tab for the data attribute that has the threshold that you want to schedule a maintenance window for, click the data
attribute.
3. Click Edit threshold maintenance window.
4. Specify the day and time that you want the maintenance window to occur at.
5. Click Save.
6. Click Save.
24
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.
25
Monitoring Guide Identifying alarms
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.
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.
Check for alarms for a BlackBerry a. In the BlackBerry Monitoring Service console, on the Monitoring menu,
device user expand Users.
b. Click Monitor Users.
c. Search for a user account.
d. Click the display name for the user account.
2. 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.
26
Monitoring Guide Managing alarms in the alarm panel
1. In the BlackBerry Monitoring Service console, on the Monitoring menu, click Alarm Panel.
2. Click the appropriate column header.
After you finish: To re-activate one or more of the alarms, perform one of the following actions:
• To re-activate one alarm, click Resume beside the appropriate alarm.
• To re-activate all alarms, click Resume all.
Delete alarms
1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, click Alarm Panel.
2. Perform one of the following actions:
• To delete one alarm, click Clear beside the appropriate alarm.
• To delete all alarms or all alarms that are the same alarm severity, in the Clear drop-down list, click the appropriate
option. Click Clear.
27
Monitoring Guide Configuring notification messages
1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications > Notification services.
2. Click Email.
3. Click Edit configuration.
4. Add the SMTP settings for the messaging server.
5. To test the SMTP settings, send a test email message.
a. In the Test address field, type your email address.
b. Click Test email.
c. Check the inbox of your email account to confirm that the BlackBerry Monitoring Service sent the test email message.
6. Click Save.
1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications > Notification services.
2. Click SMS.
3. In the Device drop-down list, click the modem.
4. To test that the BlackBerry Monitoring Service sends SMS text messages, send a test SMS text message.
28
Monitoring Guide Creating contacts
a. In the Test SMS field, type the phone number that supports SMS text messages.
b. Click Test SMS.
c. Check the BlackBerry device to confirm that the BlackBerry Monitoring Service sent the test SMS text message.
5. Click Save.
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
29
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:
<ip_address>:<port_number>:<community>.
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. Click the display name for the user account.
6. Perform any of the following actions:
• To add the email address of the user account, click Add email address to the address list.
• To add the PIN of the user account, click Add PIN address to the address list.
• To add the phone number of the user account, click Add SMS address to the address list.
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. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications.
2. Click Manage contacts.
3. Click Create new contact.
30
Monitoring Guide Receiving SNMP trap messages
Delete contacts
1. In the BlackBerry® Monitoring Service console, on the Configuration menu, expand Notifications.
2. Click Manage contacts.
3. In the Name column, click the name of the contact.
4. Click Delete.
31
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.
1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Incoming traps.
2. Click Manage traps.
3. Click Edit configuration.
4. Select the Trap listener enabled check box.
5. To receive SNMP trap messages from a specific computer, perform the following actions:
• In the Trap IP field, type the IP address of the computer that you want to receive SNMP trap messages from.
• In the Trap port field, type the port number of the computer that you want to receive SNMP trap messages from.
• In the Community field, type the community name of the computer that you want to receive SNMP trap messages from.
6. Click Save.
32
Monitoring Guide 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
• threshold goes into a pass state
• BlackBerry Monitoring Service receives an SNMP trap message
• BlackBerry Monitoring Service cannot connect to the BlackBerry Administration Service
• BlackBerry® Enterprise Server instance fails over
Each message in the messages area includes the date, time, and a short description of the event that occurred.
View messages
1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, click Messages.
2. Click the envelope icon beside the appropriate message.
Delete messages
1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, click Messages.
2. Perform one of the following actions:
• To delete one message, click Delete beside the appropriate message.
• To delete all of the messages, click Delete all messages.
33
Monitoring Guide Reports about BlackBerry device users and BlackBerry Enterprise Server components
Generate a custom report about BlackBerry device users or a BlackBerry Enterprise Server
component
1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand Reporting.
2. Click Create custom report.
3. In the Select report type drop-down list, perform one of the following actions:
• Click User.
• Click a BlackBerry® Enterprise Server component.
34
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. In the Report title field, type a name for the report.
6. In the Available columns list, click a maximum of eight columns to include in the custom report.
7. Click Add.
8. To change the order of columns in the custom report, perform the following actions:
a. In the Report columns list, click a column name.
b. To move the column name up or down in the list, click the up arrow or down arrow icon.
9. In the Select sort key drop-down list, click the column name that you want to use to sort the results of 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.
1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand Reporting.
2. Click Create custom report.
3. In the Saved report configurations section, click the name of the report.
4. Click Generate report.
35
Monitoring Guide Generating reports about BlackBerry device users and BlackBerry Enterprise Server components
36
Monitoring Guide Managing servers and SNMP connections
Task Steps
Specify regular maintenance windows for a server. a. Click Edit server maintenance window.
b. Specify one or more start dates and start times and end dates
and end times for the maintenance windows.
c. Click Save.
Specify a temporary maintenance window for a server. a. Click Edit temporary server maintenance window.
b. Specify the start date and start time and end date and end
time for the temporary maintenance window.
c. Click Save.
5. Click Save.
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Monitoring Guide Managing SNMP connections
Task Steps
Clear regular maintenance windows for a server. a. Click Edit server maintenance window.
b. Clear the check box beside the days that you want to stop
running a maintenance window on.
c. Click Save.
Clear a temporary maintenance window for a server. Click Clear temporary server maintenance window.
5. Click Save.
1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers.
2. Click Manage servers.
3. Click the wrench icon beside the server that hosts the BlackBerry Enterprise Server component.
4. Click Test configuration settings.
1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers.
2. Click Manage servers.
3. Click the wrench icon beside the server that hosts the BlackBerry Enterprise Server component.
38
Monitoring Guide Change the key store password for the certificate that the BlackBerry Monitoring Service console uses
4. In the SNMP configuration section, type the SNMP port number and community information for the server.
5. 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 <drive>:\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 <drive>:\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 <drive>:\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
39
Monitoring Guide BlackBerry Monitoring Service 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. 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 size (MB) field, type the file size. To permit the log file to grow indefinitely, type 0.
4. Click OK.
5. In the Windows® Services, restart the BlackBerry Monitoring Service services.
40
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. 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 auto-roll drop-down list, click yes.
4. Click OK.
5. 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. 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 identifier field, type a new identifier name.
4. Click OK.
5. In the Windows® Services, restart the BlackBerry Monitoring Service services.
Prevent a BlackBerry Monitoring Service component from creating a daily log file
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 daily file drop-down list, click no.
41
Monitoring Guide Changing how BlackBerry Monitoring Service components create log files
4. Click OK.
5. 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. Click OK.
5. In the Windows® Services, restart the BlackBerry Monitoring Service services.
42
Monitoring Guide BlackBerry Threshold Analysis Tool
43
Monitoring Guide 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.
44
Monitoring Guide Data attributes that the BlackBerry Threshold Analysis Tool creates thresholds for
45
Monitoring Guide Configuring the BlackBerry Threshold Analysis Tool
46
Monitoring Guide Configuring the BlackBerry Threshold Analysis Tool
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.
47
Monitoring Guide Configuring the BlackBerry Threshold Analysis Tool
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.
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.
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.
48
Monitoring Guide Running the BlackBerry Threshold Analysis Tool
49
Monitoring Guide Running the BlackBerry Threshold Analysis Tool
1. On the computer that hosts the BlackBerry Monitoring Service, open a command prompt window.
2. Change the directory to the path where the thresholdtool.exe file is located.
The default location of the .exe file for the BlackBerry Threshold Analysis Tool is <drive>:\Program Files\Research In Motion
\BlackBerry Enterprise Server\Monitoring Service\tools.
3. Type thresholdtool.exe.
4. 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.
5. To specify a configuration file that the tool can use to create thresholds, type -I <file_name_of_configuration_file>.
6. Press ENTER.
After you finish: In the Windows Services, start the BlackBerry Monitoring Service Application Core service.
50
Monitoring Guide Running the BlackBerry Threshold Analysis Tool
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.
51
Monitoring Guide Using SNMP to monitor BlackBerry Enterprise Server components and BlackBerry device users
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.
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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Monitoring Guide Configuring SNMP monitoring
Operation Description
Get next This operation retrieves the value and OID of items in the order that they appear
in a .mib file.
Trap This operation sends SNMP trap messages from the SNMP agent to the SNMP trap
management tool. SNMP trap messages contain data about specific activities that
the BlackBerry Enterprise Server performs.
System requirements: SNMP monitoring software and settings for the SNMP service
Item Requirement
SNMP monitoring • SNMP service that includes an SNMP agent on the computer that hosts the BlackBerry®
software Enterprise Server
• SNMP management tool on the computer that hosts the BlackBerry Enterprise Server or on a
separate computer
53
Monitoring Guide Configuring SNMP monitoring
Item Requirement
• .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 SNMP service in the Windows® Services:
settings
• 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
54
Monitoring Guide 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 BLACKBERRYSERVERMIB-
SMIV2.mib file.
The default location of the BLACKBERRYSERVERMIB-SMIV2.mib file is <drive>:\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.
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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Monitoring Guide Configuring SNMP traps
56
Monitoring Guide 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.
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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Monitoring Guide Glossary
UTF-8
UCS Transformation Format 8
58
Monitoring Guide Provide feedback
Provide feedback 14
To provide feedback on this deliverable, visit www.blackberry.com/docsfeedback.
59
Monitoring Guide 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,
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Monitoring Guide Legal notice
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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
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61
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.
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Published in Canada
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