Blackbe;rry PRD-07630-011 - Enterprise Server - PC User manual

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
1
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
5

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
6

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
7

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
8

Best practice Description
• In the BlackBerry Administration Service, create a
group and assign the Monitoring System
Administrator or Monitoring View Administrator
role to the group.
• Add administrator accounts to the group.
If you create an administrator account by assigning
permissions, assign specific permissions to the
administrator account so that the administrator can
search for BlackBerry device user accounts in the
BlackBerry Monitoring Service console.
Consider the following guidelines :
• In the BlackBerry Administration Service, create an
administrator account by assigning permissions to
the administrator account.
• Assign the View a user permission and select the All
groups option.
• Assign the View a device permission and select the
All groups option.
If you do not assign the View a user and View a device
permissions, when you search the BlackBerry
Monitoring Service console for BlackBerry device user
accounts, the search does not return any results.
For more information, see the BlackBerry Enterprise Server Administration Guide.
Overview of the BlackBerry Monitoring Service console
The BlackBerry® Monitoring Service console is a web-based administration tool that you can use to monitor
BlackBerry® Enterprise Server components and BlackBerry device users. The BlackBerry Enterprise Server installation
process provides you with the web address that you can use to access the BlackBerry Monitoring Service console.
For more information about the installation process, see the BlackBerry Enterprise Server Installation Guide.
The BlackBerry Monitoring Service console is divided into two panes.
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.
In a BlackBerry Enterprise Server environment that is configured for high
availability, the monitoring menu in the tree view pane displays standby
components in italic.
view The view pane displays configuration settings and statistics for components
and BlackBerry device users.
Monitoring Guide Overview of the BlackBerry Monitoring Service console
9

Pane Description
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 the following
components: the BlackBerry Attachment Service, BlackBerry
Collaboration Service, BlackBerry Configuration Database, BlackBerry
Controller, BlackBerry Dispatcher, BlackBerry MDS Connection Service,
BlackBerry Messaging Agent, BlackBerry Policy Service, BlackBerry
Router, and BlackBerry Synchronization Service
• define thresholds that you can use to monitor a BlackBerry device user
• generate reports and graphs that show component activity
• manage server maintenance windows and thresholds
• create and manage contacts so that they can receive notification
messages about alarms
BlackBerry device dashboard
You can use the BlackBerry® device dashboard to access the BlackBerry® Monitoring Service on BlackBerry devices
using the BlackBerry® Browser. You can use the BlackBerry device dashboard to view alarms, messages, and the
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.
To access the BlackBerry device dashboard, you must configure your BlackBerry device to use a direct TLS connection.
In the BlackBerry device options, on the Security Options menu, on the TLS screen, you must configure the TLS Default
setting to Handheld. After you configure the TLS Default setting, you can type the web address for the BlackBerry
Monitoring Service console into the BlackBerry Browser.
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.
For BlackBerry devices that are running BlackBerry Device Software version 4.7 or later, on the BlackBerry Browser
menu, you must select the Page View option so that you can view the pages of the BlackBerry device dashboard in
the correct format.
You cannot view information about component connections such as the connections from the BlackBerry® Messaging
Agent to the BlackBerry Configuration Database on the BlackBerry device dashboard. You also cannot view index
entries and transactions for the BlackBerry Configuration Database.
Monitoring Guide Overview of the BlackBerry Monitoring Service console
10

Turn on monitoring for a BlackBerry Enterprise Server
If you turn on monitoring for a BlackBerry® Enterprise Server, the BlackBerry® Monitoring Service polls each
BlackBerry Enterprise Server component and retrieves SNMP data from the components. The BlackBerry® Monitoring
Service stores the SNMP data in a database and displays it in the BlackBerry Monitoring Service console.
Before you begin: To monitor a BlackBerry Enterprise Server in your organization's environment, make sure that you
have the SNMP port number and community name of the computer that hosts the BlackBerry Enterprise Server.
1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers.
2. Click Manage servers.
3. In the list of SNMP servers, click the wrench icon beside the BlackBerry Enterprise Server that you want to
monitor.
4. In the SNMP configuration section, in the appropriate fields, type the SNMP port number and community name
for the computer that hosts the BlackBerry Enterprise Server. The community name is case sensitive.
5. Select the Turn on monitoring check box.
6. Click Save.
Turn on monitoring for a non-SNMP server
If you turn on monitoring for a non-SNMP server, the BlackBerry® Monitoring Service retrieves data about the
BlackBerry Configuration Database from the BlackBerry Administration Service using the existing connection between
the BlackBerry Monitoring Service and BlackBerry Administration Service. The BlackBerry Monitoring Service stores
the data in a database and displays it in the BlackBerry Monitoring Service console.
1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers.
2. Click Manage servers.
3. Click the wrench icon beside the non-SNMP server that you want to monitor.
4. In the Configuration section, confirm that the Turn on monitoring check box is selected.
5. Click Save.
Monitoring Guide Turn on monitoring for a BlackBerry Enterprise Server
11

Monitoring BlackBerry Enterprise Server
components
2
Viewing configuration settings and activity levels of data
attributes of BlackBerry Enterprise Server components
The BlackBerry® Monitoring Service console shows configuration settings and activity levels of data attributes of
BlackBerry® Enterprise Server components.
For example, you can view a component's configuration settings to identify which BlackBerry Enterprise Server
instance hosts the component. You can view values of data attributes of a component to identify the current activity
level or status of the data attributes, and you can create thresholds that you can use to monitor changes in the activity
level of the data attributes. You cannot create thresholds to monitor configuration settings.
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.
Related topics
Create a threshold that you can use to monitor a BlackBerry Enterprise Server component, 23
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.
Monitoring Guide Monitoring BlackBerry Enterprise Server components
12

Data attributes of the BlackBerry Configuration Database
You can use the BlackBerry® Monitoring Service to monitor the data attributes of the BlackBerry Configuration
Database. The following table shows the data attributes that you can monitor and configure thresholds for.
Data attribute Data attribute group Description
Data file size Configuration size, in KB, of the data file for the BlackBerry Configuration Database
Fragmentation Index percentage of fragmentation for an index
Log file size Transaction Log size, in KB, of the transaction log files for the BlackBerry
Configuration Database
Monitor the BlackBerry Configuration Database
You can use the BlackBerry® Monitoring Service to monitor data attributes of the BlackBerry Configuration Database.
Before you begin:
Turn on monitoring for a non-SNMP server. A non-SNMP server is a server that the BlackBerry Monitoring Service
does not use SNMP to monitor. If you do not turn on monitoring, you cannot view the data attributes of the BlackBerry
Configuration Database in the BlackBerry Monitoring Service console.
1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology
> BlackBerry domain > Components > Database.
2. Click an instance of the BlackBerry Configuration Database.
3. Perform one of the following actions to locate the data attribute that you want to monitor:
• On the Configuration tab view the data file size attribute.
• On the Index tab view the fragmentation attribute.
• On the Transaction Log tab view the log file size attribute.
Data attributes of the BlackBerry Configuration Database
connections
You can monitor data attributes of the connection between the BlackBerry® Configuration Database and the other
BlackBerry® Enterprise Server components. The following table shows the data attributes that you can monitor and
configure thresholds for.
Data attribute Description
Connection Status specifies whether the component is connected to the BlackBerry Configuration Database
Last connected
time
the last time the component connected to the BlackBerry Configuration Database
Monitoring Guide Data attributes of the BlackBerry Configuration Database
13

Data attribute Description
Last error time the last time the connection closed unexpectedly
Transactions the number of transactions the component transmitted to the BlackBerry Configuration
Database
Average response
time
the average time, in milliseconds, it takes for the BlackBerry Configuration Database to
respond to calls from a component
Errors the number of errors that the component received from the BlackBerry Configuration
Database
Monitor connections to the BlackBerry Configuration
Database
You can use the BlackBerry® Monitoring Service to monitor the status and health of connections between the
BlackBerry Configuration Database and other BlackBerry® Enterprise Server components.
Before you begin:
Turn on monitoring for a non-SNMP server. A non-SNMP server is a server that the BlackBerry® Monitoring Service
does not use SNMP to monitor. If you do not turn on monitoring, you cannot view the data attributes of the BlackBerry
Configuration Database in the BlackBerry® Monitoring Service console.
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 Database connection tab view the connection data attributes.
Monitoring BlackBerry Enterprise Server components that
you configured for high availability
If you create thresholds to monitor data attributes of BlackBerry® Enterprise Server components that you configured
for high availability, you can specify whether a threshold continues to monitor a data attribute after the primary
BlackBerry Enterprise Server fails over to the standby BlackBerry Enterprise Server, or whether it monitors the data
attribute of a component of the primary BlackBerry Enterprise Server or standby BlackBerry Enterprise Server.
To distinguish the components of the primary BlackBerry Enterprise Server from the components of the standby
BlackBerry Enterprise Server, in the BlackBerry Monitoring Service console, in the BlackBerry solution topology,
components of the primary BlackBerry Enterprise Server are displayed in plain text and components of the standby
BlackBerry Enterprise Server are displayed in italic.
Monitoring Guide Monitor connections to the BlackBerry Configuration Database
14

Status of BlackBerry Enterprise Server components in the BlackBerry
Monitoring Service console after a failover occurs
If a BlackBerry® Enterprise Server component fails over to a standby BlackBerry Enterprise Server component, the
BlackBerry Monitoring Service changes the status of the standby component to primary in the BlackBerry Monitoring
Service console.
The BlackBerry Monitoring Service does not change the status of load-balanced components in the BlackBerry
Monitoring Service console. The status of load-balanced components in the BlackBerry Monitoring Service console
is always primary.
A failover stops the operation of specific components. The BlackBerry Monitoring Service console does not display
components that the failover process stops.
Standby BlackBerry Enterprise Server
component High availability type Status of standby component in the BlackBerry Monitoring Service console
BlackBerry Attachment Service load-balanced pool primary, no change
BlackBerry Messaging Agent failover standby
BlackBerry Controller failover standby
BlackBerry Dispatcher failover standby
BlackBerry Collaboration Service failover standby
BlackBerry MDS Connection Service failover standby
BlackBerry Policy Service failover not displayed
BlackBerry Router load-balanced pool primary, no change
BlackBerry Synchronization Service failover not displayed
Monitoring hung threads for the BlackBerry Messaging
Agent
You can create a threshold for the BlackBerry® Messaging Agent to detect hung threads. A hung thread might prevent
BlackBerry device users in your organization's BlackBerry Domain from sending or receiving email messages.
If you configure the BlackBerry Monitoring Service to receive SNMP trap messages from the BlackBerry® Enterprise
Server instances, the BlackBerry Monitoring Service console displays the messages about hung threads for the
BlackBerry Messaging Agent in the messages area.
Monitoring Guide Monitoring hung threads for the BlackBerry Messaging Agent
15

Monitor hung threads for the BlackBerry Messaging Agent
If the BlackBerry® Messaging Agent experiences a hung thread, the BlackBerry Messaging Agent sends an SNMP trap
message to the BlackBerry Monitoring Service within 50 minutes of experiencing the hung thread. If you create a
threshold to monitor hung threads for the BlackBerry Messaging Agent, the threshold goes into an alarm state when
the BlackBerry Monitoring Service receives the SNMP trap message from the BlackBerry Messaging Agent.
1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology
> BlackBerry domain > Components > Messaging Agent.
2. Click an instance.
3. On the 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
conditions for the default behavior
of the BlackBerry Messaging
Agent.
a. In the If VALUE is drop-down list, click If change in VALUE is.
b. In the less than drop-down list, click greater than.
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 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.
Use the drop-down lists to specify the conditions of the rule.
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.
Monitoring Guide Monitoring hung threads for the BlackBerry Messaging Agent
16

BlackBerry Enterprise Server components that the
BlackBerry Monitoring Service cannot monitor
BlackBerry® Enterprise Server components send SNMP data to the BlackBerry Monitoring Service. The BlackBerry
Monitoring Service uses the SNMP data to monitor the components in the BlackBerry Monitoring Service console.
A BlackBerry Router or BlackBerry Controller that is located on a computer that is separate from the computer that
hosts the BlackBerry Enterprise Server does not send SNMP data to the BlackBerry Monitoring Service.
Monitoring Guide BlackBerry Enterprise Server components that the BlackBerry Monitoring Service cannot monitor
17

Monitoring BlackBerry devices and user
activity
3
Search for a user account
Before you begin: Turn on monitoring for the BlackBerry® Enterprise Server. If you do not turn on monitoring, you
cannot click user accounts in the search results.
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.
Viewing configuration settings and activity levels of data
attributes of BlackBerry device users
The BlackBerry® Monitoring Service console shows configuration settings and activity levels of data attributes of a
BlackBerry device user. You can view the configuration settings to identify information such as the BlackBerry device
PIN or the IT policies that you applied to the BlackBerry device user. You can view a data attribute to identify the
current activity level or status of the BlackBerry device user and you can define thresholds that you can use to monitor
a data attribute of a BlackBerry device user. You cannot define thresholds to monitor configuration settings for a
BlackBerry device.
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.
Related topics
Create a threshold that you can use to monitor a data attribute of a BlackBerry device user, 24
Monitoring Guide Monitoring BlackBerry devices and user activity
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