Blackbe;rry PRD-07630-011 - Enterprise Server

BlackBerry Enterprise Server

Version: 5.0 | Service Pack: 3

Monitoring Guide

Published: 2011-03-07

SWD-1398426-0307061008-001

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....................................................................................................................................................... 8

Overview of the BlackBerry Monitoring Service console.................................................................................. 9

BlackBerry device dashboard.................................................................................................................... 10

Turn on monitoring for a BlackBerry Enterprise Server.................................................................................... 11

Turn on monitoring for a non-SNMP server..................................................................................................... 11

2 Monitoring BlackBerry Enterprise Server components.................................................................................... 12

Viewing configuration settings and activity levels of data attributes of BlackBerry Enterprise Server

components...................................................................................................................................................... 12

View configuration settings and activity levels of data attributes of BlackBerry Enterprise Server

components............................................................................................................................................... 12

Generate a graph that shows data for a BlackBerry Enterprise Server component.................................. 12

Data attributes of the BlackBerry Configuration Database.............................................................................. 13

Monitor the BlackBerry Configuration Database.............................................................................................. 13

Data attributes of the BlackBerry Configuration Database connections.......................................................... 13

Monitor connections to the BlackBerry Configuration Database..................................................................... 14

Monitoring BlackBerry Enterprise Server components that you configured for high availability.................... 14

Status of BlackBerry Enterprise Server components in the BlackBerry Monitoring Service console

after a failover occurs................................................................................................................................ 15

Monitoring hung threads for the BlackBerry Messaging Agent....................................................................... 15

Monitor hung threads for the BlackBerry Messaging Agent..................................................................... 16

BlackBerry Enterprise Server components that the BlackBerry Monitoring Service cannot monitor.............. 17

3 Monitoring BlackBerry devices and user activity.............................................................................................. 18

Search for a user account................................................................................................................................. 18

Viewing configuration settings and activity levels of data attributes of BlackBerry device users.................... 18

View configuration settings and activity levels of data attributes of BlackBerry device users.................. 18

Monitor user accounts that are not initialized................................................................................................. 19

BlackBerry device diagnostic test..................................................................................................................... 19

Run a diagnostic test for a BlackBerry device from the BlackBerry Monitoring Service console.............. 20

Run a diagnostic test for a BlackBerry device from the BlackBerry device............................................... 20

Ping a BlackBerry device................................................................................................................................... 21

4 Using thresholds to monitor BlackBerry Enterprise Server components and BlackBerry device users............ 22

Creating thresholds, rules, and alarms............................................................................................................. 22

Rule types.................................................................................................................................................. 22

Create a threshold that you can use to monitor a BlackBerry Enterprise Server component.................. 23

Create a threshold that you can use to monitor a data attribute of a BlackBerry device user................. 24

Changing and deleting rules...................................................................................................................... 25

Changing the order that rules appear in the BlackBerry Monitoring Service console............................... 26

Specify a threshold maintenance window................................................................................................. 27

5 Alarms............................................................................................................................................................... 28

Identifying alarms............................................................................................................................................. 28

Color, state, and severity of alarm icons................................................................................................... 28

Identifying alarms and alarm severity in the alarm panel......................................................................... 28

Check for alarms for a BlackBerry Enterprise Server component or BlackBerry device user.................... 29

Managing alarms in the alarm panel................................................................................................................ 29

Sort thresholds in the alarm panel............................................................................................................ 29

Suspend and resume alarms...................................................................................................................... 30

Delete alarms............................................................................................................................................. 30

6 Configuring notification messages.................................................................................................................... 31

Configuring how the BlackBerry Monitoring Service sends notification messages.......................................... 31

Configure the BlackBerry Monitoring Service to send notification messages to email addresses

through a messaging server in your organization's environment............................................................. 31

Configure the BlackBerry Monitoring Service to send SMS text messages............................................... 31

Changing the email address that the BlackBerry Monitoring Service uses to send PIN messages........... 32

Creating contacts.............................................................................................................................................. 32

Adding addresses to the BlackBerry Monitoring Service console so that you can create contacts.......... 32

Create contacts.......................................................................................................................................... 34

Change contact information...................................................................................................................... 34

Delete contacts.......................................................................................................................................... 34

Receiving SNMP trap messages........................................................................................................................ 35

Receive SNMP trap messages from BlackBerry Enterprise Server instances............................................ 35

7 Messages in the messages area of the BlackBerry Monitoring Service console............................................... 36

Viewing messages............................................................................................................................................. 36

View messages........................................................................................................................................... 36

Delete messages............................................................................................................................................... 36

8 Reports.............................................................................................................................................................. 37

Generating reports about BlackBerry device users and BlackBerry Enterprise Server components................ 37

Generate and view a default report about BlackBerry device users......................................................... 37

Generate a custom report about BlackBerry device users or a BlackBerry Enterprise Server

component................................................................................................................................................ 37

Generate a custom report using report settings that you saved............................................................... 38

View generated reports............................................................................................................................. 38

Delete generated reports.......................................................................................................................... 39

9 Managing servers.............................................................................................................................................. 40

Managing server maintenance windows.......................................................................................................... 40

Specify maintenance windows.................................................................................................................. 40

Clear maintenance windows..................................................................................................................... 40

Configuring SNMP server monitoring............................................................................................................... 41

Test configuration settings for servers that the BlackBerry Monitoring Service uses SNMP to monitor.. 41

Change SNMP port numbers and community names............................................................................... 41

Configuring non-SNMP server monitoring........................................................................................................ 42

Change how often the BlackBerry Monitoring Service collects data from a server that it does not use

SNMP to monitor....................................................................................................................................... 42

Change the key store password for the certificate that the BlackBerry Monitoring Service console uses...... 42

Import a new SSL certificate for the BlackBerry Monitoring Service................................................................ 43

10 BlackBerry Monitoring Service log files............................................................................................................ 45

Changing how BlackBerry Monitoring Service components create log files..................................................... 45

Change the maximum size of the log file for a BlackBerry Monitoring Service component..................... 45

Change the logging level for a BlackBerry Monitoring Service component.............................................. 45

Create a new log file for a BlackBerry Monitoring Service component when the current log file

reaches the maximum size........................................................................................................................ 46

Change the identifier for the log file of a BlackBerry Monitoring Service component.............................. 46

Prevent a BlackBerry Monitoring Service component from creating a daily log file................................. 46

Change when a BlackBerry Monitoring Service component deletes log files........................................... 47

Change the character encoding of the log file for a BlackBerry Monitoring Service component............. 47

11 BlackBerry Threshold Analysis Tool.................................................................................................................. 48

Creating thresholds using the BlackBerry Threshold Analysis Tool.................................................................. 48

Data attributes that the BlackBerry Threshold Analysis Tool creates thresholds for....................................... 48

Configuring the BlackBerry Threshold Analysis Tool........................................................................................ 51

Sample: BlackBerry Threshold Analysis Tool configuration file................................................................. 51

Running the BlackBerry Threshold Analysis Tool.............................................................................................. 54

Run the BlackBerry Threshold Analysis Tool.............................................................................................. 54

Parameters for running the BlackBerry Threshold Analysis Tool.............................................................. 55

Best practice: Preventing the BlackBerry Threshold Analysis Tool from overwriting rules that you

customized................................................................................................................................................ 56

12 Using SNMP to monitor BlackBerry Enterprise Server components and BlackBerry device users................... 57

SNMP components that you can use to monitor BlackBerry Enterprise Server components and BlackBerry

device users...................................................................................................................................................... 57

SNMP operations that the BlackBerry Enterprise Server supports........................................................... 57

MIBs for the BlackBerry Enterprise Server................................................................................................ 58

Configuring SNMP monitoring.......................................................................................................................... 58

System requirements: SNMP monitoring software and settings for the SNMP service............................ 58

Verifying the SNMP agent settings in the Registry Editor......................................................................... 59

Compile the MIB for a BlackBerry Enterprise Server and configure the SNMP management tool to

receive SNMP data.................................................................................................................................... 59

Configuring SNMP traps.................................................................................................................................... 60

Configure the SNMP trap service.............................................................................................................. 60

Error binding to Trap Port (162), it may already be in use........................................................................ 60

13 Troubleshooting................................................................................................................................................ 61

Troubleshooting: BlackBerry Monitoring Service connections......................................................................... 61

A user cannot log in to the BlackBerry Monitoring Service....................................................................... 61

14 Glossary............................................................................................................................................................ 62

15 Provide feedback.............................................................................................................................................. 64

16 Legal notice....................................................................................................................................................... 65

BlackBerry Enterprise Server monitoring

solution

BlackBerry Monitoring Service

You can use the BlackBerry® Monitoring Service to monitor and troubleshoot issues with a BlackBerry® Enterprise

Server in your organization's environment and to monitor the activity of the BlackBerry device users that are

associated with a BlackBerry Enterprise Server.

The BlackBerry Monitoring Service monitors the BlackBerry Enterprise Server components. It polls each component

and retrieves SNMP data that it stores in a database and displays in the BlackBerry Monitoring Service console.

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.

The BlackBerry Monitoring Service console provides configuration settings

and statistics that you can use to review BlackBerry Enterprise Server

activity.

BlackBerry device dashboard You can use the BlackBerry device dashboard to access the BlackBerry

Monitoring Service from BlackBerry devices. You can view alarms,

messages, and the monitoring status of BlackBerry Enterprise Server

instances and BlackBerry Enterprise Server components.

The BlackBerry device dashboard is available for BlackBerry devices that are

running BlackBerry® Device Software version 4.5 or later.

monitoring of BlackBerry Enterprise

Server components

The BlackBerry Monitoring Service can provide the following types of data:

• configuration settings, such as the component name, component

version, and computer name

• statistics such as CPU usage, memory usage, number of requests to

process, and number of processing threads

• BlackBerry® Client Access License information, such as the number of

used and available licenses

• high availability information, such as the status of components that are

configured for high availability

• policy information, such as the service books and IT policies that the

BlackBerry Enterprise Server sends to BlackBerry devices

Monitoring Guide BlackBerry Enterprise Server monitoring solution

Feature Description

• messaging statistics, such as the number of email messages that

BlackBerry devices send and receive

• messaging server information, such as the hung thread count

• connection information for the BlackBerry Configuration Database,

BlackBerry Controller, and SRP connections

user monitoring and diagnostic tests

for BlackBerry devices

You can use the BlackBerry Monitoring Service console to run diagnostic

tests for BlackBerry devices and to 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 or 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 pending and expired email messages and

email messages that BlackBerry devices send and receive

• BlackBerry device statistics, such as the battery level and wireless

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 file, a .pdf file, 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

that shows the historical activity of a component.

integration with a network

management framework

The BlackBerry Monitoring Service can send notifications as SNMP trap

messages. This permits you to integrate the BlackBerry Monitoring Service

with a network management tool that can receive SNMP trap messages.

Monitoring Guide BlackBerry Monitoring Service

Feature Description

The BlackBerry Monitoring 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

Web address for the BlackBerry Monitoring Service console

When you install the BlackBerry® Monitoring Service, the installation wizard provides you with the web address for

the BlackBerry Monitoring Service console.

The format of the web address is https://<host>:8443/webconsole/app, where <host> is the FQDN of the computer

that hosts the BlackBerry Monitoring Service.

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.

Roles and permissions for the BlackBerry Monitoring Service console

To access the BlackBerry® Monitoring Service console, you can use a valid Microsoft® Active Directory® account, a

valid Novell® GroupWise® messaging server account, the administrator account that you created when you installed

the BlackBerry® Enterprise Server, or a BlackBerry Administration Service account that can access the BlackBerry

Monitoring Service console.

You can use the BlackBerry Administration Service to create an administrator account and assign the account to one

or more administrator roles. The roles control the actions that an administrator can perform in the BlackBerry

Administration Service console and BlackBerry Monitoring Service console. If you want the administrator account to

perform specific actions in the BlackBerry Administration Service console and BlackBerry Monitoring Service console,

you can assign applicable permissions to the administrator account.

The BlackBerry Administration Service includes four default roles that permit administrators who use the

administrator account to access the BlackBerry Monitoring Service console and perform specific actions.

For more information, see the BlackBerry Enterprise Server Administration Guide.

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 console 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 console and

BlackBerry Monitoring Service console

Monitoring System Administrator performs all actions in the BlackBerry Monitoring Service console

Monitoring View Administrator performs the following actions:

• views the BlackBerry solution topology, including servers and

BlackBerry Enterprise Server components

• views configuration settings

• views thresholds

• searches for BlackBerry device user accounts

• views statistics for BlackBerry device user accounts

• generates reports

• creates charts

• views alarms in the alarm panel

• views messages in the messages area

cannot perform the following actions:

• start or stop monitoring a server

• create or change thresholds

• save or delete reports

• clear, suspend, or resume alarms

• delete messages from the messages area

• create or change maintenance windows

• create or change contacts

• configure notifications for SNMP trap messages

Best practice: Creating administrator accounts that can access the

BlackBerry Monitoring Service console

Best practice Description

Create a group so that you can assign access to the

BlackBerry® Monitoring Service console to

administrator accounts.

Consider the following guidelines:

Monitoring Guide Web address and user roles for the BlackBerry Monitoring Service console

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