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Blackberry PRD-07630-011 Monitoring Guide - Page 22

Run a diagnostic test for a BlackBerry device from the BlackBerry Monitoring Service console - mobile

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Monitoring Guide BlackBerry device diagnostic test Run a diagnostic test for a BlackBerry device from the BlackBerry Monitoring Service console Because the BlackBerry® Synchronization Service uses a 20 minute polling cycle to process requests, the diagnostic test returns results within approximately 40 minutes of a request. It takes 20 minutes for the BlackBerry Synchronization Service to send the diagnostic test request to the BlackBerry device and 20 minutes for the BlackBerry Synchronization Service to retrieve the diagnostic test results. Before you run the diagnostic test, ping the BlackBerry device to verify that the BlackBerry device is not experiencing connectivity issues. Before you begin: The BlackBerry device must include the diagnostic tool client which is part of the latest version of the BlackBerry® Device Software. 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. Run a diagnostic test for a BlackBerry device from the BlackBerry device The BlackBerry® device stores the diagnostic test results and can display the results to BlackBerry device users. The BlackBerry Synchronization Service synchronizes the diagnostic test results with the BlackBerry® Enterprise Server over the wireless network. Before you begin: The BlackBerry device must include the diagnostic tool client which is part of the latest version of the BlackBerry® Device Software. 1. On the BlackBerry device, in the device options, click Mobile Network. 2. Press the Menu key. 3. Click Diagnostics Test. 4. Press the Menu key. 5. Click Run. After you finish: To send the test results in an email message, press the Menu key. Click Email Report or PIN Report. In the To field, type the recipient's email address. On the menu, click Send. 20

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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Run a diagnostic test for a BlackBerry device from the BlackBerry

Monitoring Service console

Because the BlackBerry® Synchronization Service uses a 20 minute polling cycle to process requests, the diagnostic

test returns results within approximately 40 minutes of a request. It takes 20 minutes for the BlackBerry

Synchronization Service to send the diagnostic test request to the BlackBerry device and 20 minutes for the BlackBerry

Synchronization Service to retrieve the diagnostic test results.

Before you run the diagnostic test, ping the BlackBerry device to verify that the BlackBerry device is not experiencing

connectivity issues.

Before you begin:

The BlackBerry device must include the diagnostic tool client which is part of the latest version of

the BlackBerry® Device Software.

In the BlackBerry Monitoring Service console, on the

Monitoring

menu, expand

Users

Click

Monitor Users

Search for a user account.

Click the display name for the user account.

Click

Run diagnostic test

After approximately 40 minutes, on the

Device Diagnostics statistics

tab, in the

Configuration

section, check

the

Time stamp

value to determine whether the diagnostic test results are current.

If the diagnostic test results are not current, the BlackBerry Monitoring Service console displays the results of a

previous diagnostic test.

Run a diagnostic test for a BlackBerry device from the BlackBerry device

The BlackBerry® device stores the diagnostic test results and can display the results to BlackBerry device users. The

BlackBerry Synchronization Service synchronizes the diagnostic test results with the BlackBerry® Enterprise Server

over the wireless network.

Before you begin:

The BlackBerry device must include the diagnostic tool client which is part of the latest version of

the BlackBerry® Device Software.

On the BlackBerry device, in the device options, click

Mobile Network

Press the Menu key.

Click

Diagnostics Test

Press the Menu key.

Click

Run

After you finish:

To send the test results in an email message, press the Menu key. Click

Email Report

PIN Report

. In the

field,

type the recipient's email address. On the menu, click

Send

Monitoring Guide

BlackBerry device diagnostic test