Blackberry PRD-10459-003 Administration Guide - Page 393
Troubleshooting: Instant messaging
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Administration Guide Troubleshooting: Instant messaging A third-party application used the BlackBerry® Enterprise Server extension API to filter messages that the BlackBerry Enterprise Server sends to BlackBerry devices. Possible solution 1. On the computer that stores the BlackBerry Enterprise Server event logs, navigate to :\Program Files \Research In Motion\BlackBerry Enterprise Server\Logs. 2. Search for an event that indicates a third-party application filtered a message (for example, [30425] (07/25 00:11:10.274):{0x1700} {[email protected]} Message is requested to be blocked. EntryId=123786). 3. Perform one of the following actions: • Remove the third-party application that uses the BlackBerry Enterprise Server extension API. • Change the third-party application so that it does not filter messages. Troubleshooting: Instant messaging Users cannot view phone numbers for contacts in the BlackBerry Client for IBM Lotus Sametime Applies to: BlackBerry® Enterprise Server version 4.1 SP5 or later with the BlackBerry® Client for IBM® Lotus® Sametime® version 2.0.25 or later Possible cause The IBM® Lotus® Sametime® API cannot retrieve phone numbers for instant messaging contacts from the IBM Lotus Sametime server. If the BlackBerry Enterprise Server is located in a network that does not permit direct HTTP connections to the IBM Lotus Sametime server, the BlackBerry Collaboration Service cannot retrieve the phone numbers from the IBM Lotus Sametime server instead of the IBM Lotus Sametime API. Possible solution You must configure a proxy server that prevents your organization's BlackBerry Enterprise Server from receiving HTTP requests from external servers. If the BlackBerry Enterprise Server is located in an unrestricted network that permits direct HTTP connections to the IBM Lotus Sametime server, the BlackBerry Collaboration Service establishes an HTTP connection to the IBM Lotus Sametime server automatically to retrieve the phone numbers. If your organization's BlackBerry Enterprise Server is located in a restricted network that does not permit direct HTTP connections to the IBM Lotus Sametime server, you must specify an unauthenticated proxy server in the rimpublic.properties file that the BlackBerry Collaboration Service can use to establish an HTTP connection to the IBM Lotus Sametime server. 1. In the BlackBerry Administration Service, on the Servers and components menu, expand BlackBerry Solution topology > BlackBerry Domain > Components > Collaboration. 2. Click a BlackBerry Collaboration Service instance. 3. Click Edit instance. 391
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