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Monitor user accounts that are not initialized, BlackBerry device diagnostic test, Before you begin

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Monitoring Guide 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. 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 19

Section	Page
BlackBerry Enterprise Server monitoring solution	7
BlackBerry Monitoring Service	7
Web address and user roles for the BlackBerry Monitoring Service console	9
Web address for the BlackBerry Monitoring Service console	9
Roles and permissions for the BlackBerry Monitoring Service console	9
Best practice: Creating administrator accounts that can access the BlackBerry Monitoring Service console	10
Overview of the BlackBerry Monitoring Service console	11
BlackBerry device dashboard	12
Turn on monitoring for a BlackBerry Enterprise Server	13
Turn on monitoring for a non-SNMP server	13
Monitoring BlackBerry Enterprise Server components	14
Viewing configuration settings and activity levels of data attributes of BlackBerry Enterprise Server components	14
View configuration settings and activity levels of data attributes of BlackBerry Enterprise Server components	14
Generate a graph that shows data for a BlackBerry Enterprise Server component	14
Data attributes of the BlackBerry Configuration Database	15
Monitor the BlackBerry Configuration Database	15
Data attributes of the BlackBerry Configuration Database connections	15
Monitor connections to the BlackBerry Configuration Database	16
Monitoring BlackBerry Enterprise Server components that you configured for high availability	16
Status of BlackBerry Enterprise Server components in the BlackBerry Monitoring Service console after a failover occurs	17
Monitoring hung threads for the BlackBerry Messaging Agent	17
Monitor hung threads for the BlackBerry Messaging Agent	18
BlackBerry Enterprise Server components that the BlackBerry Monitoring Service cannot monitor	19
Monitoring BlackBerry devices and user activity	20
Search for a user account	20
Viewing configuration settings and activity levels of data attributes of BlackBerry device users	20
View configuration settings and activity levels of data attributes of BlackBerry device users	20
Monitor user accounts that are not initialized	21
BlackBerry device diagnostic test	21
Run a diagnostic test for a BlackBerry device from the BlackBerry Monitoring Service console	22
Run a diagnostic test for a BlackBerry device from the BlackBerry device	22
Ping a BlackBerry device	23
Using thresholds to monitor BlackBerry Enterprise Server components and BlackBerry device users	24
Creating thresholds, rules, and alarms	24
Rule types	24
Create a threshold that you can use to monitor a BlackBerry Enterprise Server component	25
Create a threshold that you can use to monitor a data attribute of a BlackBerry device user	26
Changing and deleting rules	27
Changing the order that rules appear in the BlackBerry Monitoring Service console	28
Specify a threshold maintenance window	29
Alarms	30
Identifying alarms	30
Color, state, and severity of alarm icons	30
Identifying alarms and alarm severity in the alarm panel	30
Check for alarms for a BlackBerry Enterprise Server component or BlackBerry device user	31
Managing alarms in the alarm panel	31
Sort thresholds in the alarm panel	31
Suspend and resume alarms	32
Delete alarms	32
Configuring notification messages	33
Configuring how the BlackBerry Monitoring Service sends notification messages	33
Configure the BlackBerry Monitoring Service to send notification messages to email addresses through a messaging server in your organization's environment	33
Configure the BlackBerry Monitoring Service to send SMS text messages	33
Changing the email address that the BlackBerry Monitoring Service uses to send PIN messages	34
Creating contacts	34
Adding addresses to the BlackBerry Monitoring Service console so that you can create contacts	34
Create contacts	36
Change contact information	36
Delete contacts	36
Receiving SNMP trap messages	37
Receive SNMP trap messages from BlackBerry Enterprise Server instances	37
Messages in the messages area of the BlackBerry Monitoring Service console	38
Viewing messages	38
View messages	38
Delete messages	38
Reports	39
Generating reports about BlackBerry device users and BlackBerry Enterprise Server components	39
Generate and view a default report about BlackBerry device users	39
Generate a custom report about BlackBerry device users or a BlackBerry Enterprise Server component	39
Generate a custom report using report settings that you saved	40
View generated reports	40
Delete generated reports	41
Managing servers	42
Managing server maintenance windows	42
Specify maintenance windows	42
Clear maintenance windows	42
Configuring SNMP server monitoring	43
Test configuration settings for servers that the BlackBerry Monitoring Service uses SNMP to monitor	43
Change SNMP port numbers and community names	43
Configuring non-SNMP server monitoring	44
Change how often the BlackBerry Monitoring Service collects data from a server that it does not use SNMP to monitor	44
Change the key store password for the certificate that the BlackBerry Monitoring Service console uses	44
Import a new SSL certificate for the BlackBerry Monitoring Service	45
BlackBerry Monitoring Service log files	47
Changing how BlackBerry Monitoring Service components create log files	47
Change the maximum size of the log file for a BlackBerry Monitoring Service component	47
Change the logging level for a BlackBerry Monitoring Service component	47
Create a new log file for a BlackBerry Monitoring Service component when the current log file reaches the maximum size	48
Change the identifier for the log file of a BlackBerry Monitoring Service component	48
Prevent a BlackBerry Monitoring Service component from creating a daily log file	48
Change when a BlackBerry Monitoring Service component deletes log files	49
Change the character encoding of the log file for a BlackBerry Monitoring Service component	49
BlackBerry Threshold Analysis Tool	50
Creating thresholds using the BlackBerry Threshold Analysis Tool	50
Data attributes that the BlackBerry Threshold Analysis Tool creates thresholds for	50
Configuring the BlackBerry Threshold Analysis Tool	53
Sample: BlackBerry Threshold Analysis Tool configuration file	53
Running the BlackBerry Threshold Analysis Tool	56
Run the BlackBerry Threshold Analysis Tool	56
Parameters for running the BlackBerry Threshold Analysis Tool	57
Best practice: Preventing the BlackBerry Threshold Analysis Tool from overwriting rules that you customized	58
Using SNMP to monitor BlackBerry Enterprise Server components and BlackBerry device users	59
SNMP components that you can use to monitor BlackBerry Enterprise Server components and BlackBerry device users	59
SNMP operations that the BlackBerry Enterprise Server supports	59
MIBs for the BlackBerry Enterprise Server	60
Configuring SNMP monitoring	60
System requirements: SNMP monitoring software and settings for the SNMP service	60
Verifying the SNMP agent settings in the Registry Editor	61
Compile the MIB for a BlackBerry Enterprise Server and configure the SNMP management tool to receive SNMP data	61
Configuring SNMP traps	62
Configure the SNMP trap service	62
Error binding to Trap Port (162), it may already be in use	62
Troubleshooting	63
Troubleshooting: BlackBerry Monitoring Service connections	63
A user cannot log in to the BlackBerry Monitoring Service	63
Glossary	64
Provide feedback	66

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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.

In the BlackBerry Monitoring Service console, on the

Monitoring

menu, expand

Users

Click

Monitor users

In the

Initialization state

drop-down list , click

Not Initialized

Click

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.