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Blackberry SWD-20120924140022907 Troubleshooting: Messaging

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Possible cause Possible solution

4. In the Windows Services, restart the services for the BlackBerry

Administration Service.

You cannot find a new user account in the directory

using the BlackBerry Administration Service

Possible solution

Refresh the list of available user accounts that the BlackBerry Administration Service can access from the directory. By

default, the BlackBerry Administration Service refreshes the list of available user accounts at 12:30 AM daily.

1. In the BlackBerry Administration Service, on the Servers and components menu, expand BlackBerry Solution

topology > BlackBerry Domain > Component view.

2. Click Email.

3. Click Refresh available user list from company directory.

The background process to refresh the user list starts. The amount of time that the BlackBerry Administration Service

requires to refresh the user list depends on the size of the directory.

Troubleshooting: Messaging

Messages are not delivered to BlackBerry devices

Possible cause

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 <drive>:\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} {megan.ball@blackberry.com} Message is requested to be blocked. EntryId=123786).

Administration Guide Troubleshooting

473

Contents

Main Page Contents Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Page Overview: BlackBerry Enterprise Server Document revision history Getting started in your BlackBerry Enterprise Server environment Page Page Page Log in to the BlackBerry Administration Service for the first time There is a problem with this website's security certificate Description This connection is untrusted Description Page Creating administrator Administrative roles and permissions Preconfigured administrative roles Page Page Page Page Creating roles Create a role Create a role based on an existing role Create an administrator account Add an administrator account to a group Page Assign a BlackBerry device to an administrator account Using an IT policy to manage BlackBerry Enterprise Solution security Using IT policy rules to manage BlackBerry Enterprise Solution security Preconfigured IT policies Default values for preconfigured IT policies Page Page Creating and importing IT policies Create an IT policy Create an IT policy based on an existing IT policy Import IT policy data Import IT policy rules from an IT policy pack Change the value for an IT policy rule Assign an IT policy to a group Assign an IT policy to a user account Sending an IT policy over the wireless network Resend an IT policy to a BlackBerry device manually Resend an IT policy to a BlackBerry device automatically Assigning IT policies and resolving IT policy conflicts Option 1: Applying one IT policy to each user account Reconciliation rules for conflicting IT policies when you apply one IT policy to the user account Change the method that the BlackBerry Enterprise Server uses to resolve conflicting IT policies Rank IT policies Option 2: Applying multiple IT policies to each user account Page Change the method that the BlackBerry Enterprise Server uses to resolve conflicting IT policies Rank IT policies Preview how the BlackBerry Enterprise Server resolves IT policy conflicts View the resolved IT policy rules that are assigned to a Deactivating BlackBerry devices that do not have IT policies applied Deactivate BlackBerry devices that do not have IT policies applied Creating new IT policy rules to control third- party applications Create an IT policy rule for a third-party application Change or delete IT policy rules for third-party applications Export all IT policy data to a data file Delete an IT policy Configuring security options Encrypting data that the BlackBerry Enterprise Server and a BlackBerry device send to each other Algorithms that the BlackBerry Enterprise Solution uses to encrypt data Change the symmetric key encryption algorithm that the BlackBerry Enterprise Solution uses Managing device access to the BlackBerry Turn on the Enterprise Service Policy Configure the Enterprise Service Policy Permit a user to override the Enterprise Service Policy Extending messaging security to a BlackBerry device Extending messaging security using PGP encryption Configure the BlackBerry Enterprise Solution to support PGP encryption Extending messaging security using S/MIME encryption Configure the BlackBerry Enterprise Solution to support S/MIME encryption Configure encryption options for S/MIME-protected messages Turn off support for processing S/MIME-protected messages on the BlackBerry Enterprise Server Enforcing secure messaging using classifications Create a message classification Create a message classification based on an existing message classification Order message classifications Delete a message classification Generating organization-specific encryption keys for PIN-message encryption Generate a PIN encryption key Page Changing when a BlackBerry device cleans the BlackBerry device memory Best practice: Configuring additional memory cleaner settings for BlackBerry devices Configuring the BlackBerry Enterprise Server environment Best practice: Running the BlackBerry Configuring certain BlackBerry Enterprise Server components to use proxy servers to use a .pac file to use a proxy server to authenticate to a proxy server on behalf of Configuring the BlackBerry Administration Service to use a proxy server Configuring proxy selection for the BlackBerry Administration Service Configuring manual proxy selection for a BlackBerry Administration Service instance Turn off Web Proxy Autodiscovery Protocol Configuring the BlackBerry Administration Service to authenticate with a proxy server Configure the BlackBerry Administration Service to use HTTP basic authentication Delete credentials for HTTP basic authentication Configure multiple BlackBerry Enterprise Server instances to use the same BlackBerry MDS Connection Configure multiple BlackBerry Enterprise Server instances to use the same BlackBerry Collaboration Configuring support for Unicode languages Configure support for Unicode languages Change the character encoding that the BlackBerry Enterprise Server uses to send Unicode messages Page Page Configuring user accounts Creating user groups Create a group to manage similar user accounts Add user accounts to a group Adding a user account to the BlackBerry Add a user account Create a user account that is not in the contact list in the BlackBerry Configuration Database Export a list of user accounts Importing a list of user accounts to a BlackBerry Fields in a .csv file that contain user account information Import multiple user accounts from a .csv file Create multiple user accounts by importing the user accounts from a .csv file Page Assigning BlackBerry devices to users Preparing to distribute a BlackBerry device Change how the BlackBerry Enterprise Server downloads a user's existing email messages onto the Prevent the BlackBerry Enterprise Server from synchronizing existing email messages onto a Assigning BlackBerry devices to user accounts Option 1: Activate a BlackBerry device using the BlackBerry Administration Service Option 2: Activating a BlackBerry device over the wireless network Save bandwidth by synchronizing organizer data over the LAN Wireless activation Activation passwords Customize the activation password Customize the activation message Send an activation password to a user Send an activation password to multiple users Option 3: Activating BlackBerry devices over the LAN Option 4: Activating BlackBerry devices using the BlackBerry Web Desktop Manager Option 5: Activating BlackBerry devices over an enterprise Wi-Fi network Page Activate a Wi-Fi enabled BlackBerry device Configuring BlackBerry Enterprise Server high availability Check the health of a BlackBerry Enterprise Server Availability state and failover status of the BlackBerry How the BlackBerry Enterprise Server uses health parameters Defining when failover occurs Server is in an acceptable state Server can provide the same services that the primary BlackBerry Enterprise Server can provide Server is in a healther state than the active BlackBerry Enterprise Server Changing the promotion threshold and failover threshold Change the promotion threshold and failover threshold and the order of the health parameters Health parameters for the failover threshold and promotion threshold Page Page Page Page Fail over the BlackBerry Enterprise Server manually using the BlackBerry Configuration Panel Configuring high availability for components Creating a BlackBerry MDS Connection Service pool for high availability Create a BlackBerry MDS Connection Service pool for high availability Page Create a BlackBerry Collaboration Service pool for high availability Create a BlackBerry Attachment Service pool for high availability Page Create a BlackBerry Router pool for high availability Permit a BlackBerry Enterprise Server to connect to a remote BlackBerry Router Page Changing the name of the BlackBerry Administration Service pool Change the name of the BlackBerry Administration Service pool Fail over the BlackBerry MDS Connection Service or BlackBerry Collaboration Service manually Page <BES_pair> Remove a BlackBerry MDS Connection Service instance from a pool Remove a BlackBerry Collaboration Service instance from a pool Remove a BlackBerry Attachment Service instance from a pool Remove a BlackBerry Router instance from a pool Configuring BlackBerry Configuration Database high availability Configuring database mirroring Stop the BlackBerry Enterprise Server instances Configure database mirroring for the BlackBerry Start the BlackBerry Enterprise Server instances Configure the BlackBerry Enterprise Solution to support database mirroring Resend the database mirroring parameters to BlackBerry Enterprise Server components Page Permit access to the BlackBerry Configuration Database instances Configure the publication for the BlackBerry <database_server> Increase the maximum data size for transactional replication Page Start the BlackBerry Enterprise Server instances Page Sending software and BlackBerry Java Applications to BlackBerry devices Managing BlackBerry Java Applications and BlackBerry Device Software Developing BlackBerry Java Applications for Preparing to distribute BlackBerry Java Applications Specify a shared network folder for BlackBerry Java Applications Add a BlackBerry Java Application to the application repository Add a collaboration client to the application repository Specify keywords for a BlackBerry Java Application Configuring application control policies Standard application control policies Change a standard application control policy Create custom application control policies for a BlackBerry Java Application Page IT policy rules take precedence on smartphones Application control policies for unlisted applications Change the standard application control policy for unlisted applications that are optional Create an application control policy for unlisted applications Configure the priority of application control policies for unlisted applications Creating software configurations Create a software configuration Add a BlackBerry Java Application to a software configuration Assign a software configuration to a group Assign a software configuration to multiple user accounts Assign a software configuration to a user account Install BlackBerry Java Applications on a BlackBerry device at a central computer View the status of a job View the status of a task Error messages: BlackBerry Java Application tasks Page Page Error messages: BlackBerry Device Software tasks Page Page Error messages: Standard application settings tasks Error messages: IT policy tasks Stopping a job that is running Stop a job that is running View the users that have a BlackBerry Java Application installed on their BlackBerry devices Page Reconciliation rules for conflicting settings in software configurations Reconciliation rules: BlackBerry Java Applications Page Reconciliation rules: BlackBerry Device Software Reconciliation rules: Standard application settings Reconciliation rules: Application control policies Reconciliation rules: Application control policies for unlisted applications Page Page Methods you can use to install BlackBerry Java Applications on BlackBerry devices using the BlackBerry Desktop Software using the BlackBerry Desktop Software Make the BlackBerry Java Application available to the BlackBerry Desktop Software Install the BlackBerry Java Application using the BlackBerry Desktop Software using the BlackBerry Application Web Loader using the BlackBerry Application Web Loader Enable the BlackBerry Application Web Loader on a web server Install the BlackBerry Java Application using the BlackBerry Application Web Loader using the standalone application loader tool using the standalone application loader tool Add BlackBerry Java Application files to a shared network folder Share the Research In Motion folder that contains the BlackBerry Java Application Page using a web browser on BlackBerry devices using a web browser on BlackBerry devices Page Configuring how users access enterprise applications and web content Specifying a BlackBerry MDS Connection Service as a central push server Specify a BlackBerry MDS Connection Service as a central push server Configuring how BlackBerry devices authenticate to content servers Configure how BlackBerry devices authenticate to content servers authenticate BlackBerry devices to content servers that use NTLM Page Page Page Configuring how the BlackBerry MDS Connection Service manages requests for web content manage HTTP cookie storage Configure the timeout limit for HTTP connections with Configure the timeout limit for HTTP connections with web servers Configure the maximum number of times that the BlackBerry Browser accepts HTTP redirections Permitting push applications to make trusted connections to a BlackBerry MDS Connection Service Create a key store to store certificates for use with HTTPS connections Add a certificate for the BlackBerry MDS Connection <trustedserver.cer> Export the BlackBerry MDS Connection Service certificate to make it available to push applications <drive> <application_keystore> <server.cer> <alias> Page Page Configuring certificate server information for the BlackBerry MDS Connection Service Configure the LDAP servers that the BlackBerry MDS Connection Service uses to retrieve certificates LDAP server settings Configure the BlackBerry MDS Connection Service to use DSML to retrieve certificates Page Page Add communication information to a BlackBerry MDS Connection Service configuration set Page Add a retrieved certificate for a web server to the key store <cert_filename> <alias_name> Permitting users to access intranet sites on BlackBerry devices using global login information Configuring how the BlackBerry MDS Connection Service connects to BlackBerry devices Page Specify the maximum number of scalable socket connections Prevent the BlackBerry MDS Connection Service from using scalable HTTP Specify the port number that the web server listens on for push application requests Page Setting up the messaging environment Creating email message filters Create an email message filter that applies to all user accounts on a BlackBerry Enterprise Server Turn on an email message filter that applies to all user accounts on a BlackBerry Enterprise Server Create an email message filter that applies to a specific Turn on an email message filter that applies to a specific user account Copying existing email message filters to another BlackBerry Enterprise Server Export email message filters for a BlackBerry Import email message filters for a BlackBerry Copying existing email message filters to user accounts Export email message filters for a user account Import email message filters for a user account Extension plug-ins for processing messages Install an extension plug-in application <DLL_Name> <DLL_Path> Add an extension plug-in to a BlackBerry Messaging Agent Change how a BlackBerry Messaging Agent uses extension plug-ins Mapping contact information fields for synchronization and contact lookups Map a contact information field in an email application to contact list fields on BlackBerry devices Map a contact list field in an email application to a contact list field on a BlackBerry device Map a contact information field in an email application to contact list fields on BlackBerry devices Map a contact list field in an email application to a contact list field on a BlackBerry device Page Configuring BlackBerry devices to enroll certificates over the wireless network Configure the certificate information using IT policies Configure the BlackBerry MDS Connection Service to connect to the certificate authority Add communication information to a BlackBerry MDS Connection Service configuration set Page Add certificate information to a Wi-Fi profile Managing an enrolled certificate Page Properties in the rimpublic.properties file Making the BlackBerry Web Desktop Manager available to users Installing the client components of the BlackBerry Web Desktop Manager on users' computers Publish the client files for the BlackBerry Web Desktop Manager in a Windows GPO for Windows XP Publish the client files for the BlackBerry Web Desktop Manager in a Windows GPO for Windows Vista Configure the Microsoft ActiveX Installer on Windows Vista Page Make the BlackBerry Web Desktop Manager available to users Configuring the BlackBerry Web Desktop Manager Permit users to perform administrative tasks Permit users to activate devices using the BlackBerry Web Desktop Manager Permit users to back up and restore data Configure the domains for backing up data Change the text colors in the BlackBerry Web Desktop Manager BlackBerry Web Desktop Manager text colors Page Creating and configuring Wi-Fi profiles and VPN profiles Creating and configuring Wi-Fi profiles Prerequisites: Creating Wi-Fi profiles and VPN profiles Connection types and port numbers for a Wi-Fi network Create a Wi-Fi profile Create a Wi-Fi profile based on an existing Wi-Fi profile Configure a Wi-Fi profile on a BlackBerry device Assign a Wi-Fi profile to a group Assign a Wi-Fi profile to a user account Configure a Wi-Fi profile Creating and configuring VPN profiles Create a VPN profile Create a VPN profile based on an existing VPN profile Configure a VPN profile Assign a VPN profile to a group Assign a VPN profile to a user account Associate a VPN profile with a Wi-Fi profile Delete a Wi-Fi profile Delete a VPN profile Importing profile information from a .csv file Best practices: Creating a .csv file that contains profile information that you want to import Create a .csv file that contains profile information that you want to import Fields in the .csv file that contains profile information Import profile information from a .csv file Configuring encryption and authentication methods for Wi- Fi enabled BlackBerry devices Configuring WEP encryption Configure WEP keys for BlackBerry devices using a Wi- Fi profile Configuring PSK encryption Configure PSK encryption data for BlackBerry devices using a Wi-Fi profile Configuring LEAP authentication Configure LEAP authentication data for BlackBerry Configuring PEAP authentication Configure PEAP authentication data for BlackBerry Prerequisites: Distributing a certificate using the BlackBerry Desktop Manager Distribute a certificate using the BlackBerry Desktop Manager Users cannot find the certificate synchronization tool in the BlackBerry Desktop Manager Configure PEAP configuration settings in the Wi-Fi Configuring EAP-TLS authentication Configure EAP-TLS authentication data for BlackBerry Configure EAP-TLS configuration settings in the Wi-Fi Configuring EAP-TTLS authentication Configure EAP-TTLS authentication data for BlackBerry devices using a Wi-Fi profile Configure EAP-TTLS configuration settings in the Wi-Fi Configuring EAP-FAST authentication Configure EAP-FAST authentication Send EAP-FAST authentication data to a BlackBerry device using a Wi-Fi profile Configure EAP-FAST configuration settings in the Wi-Fi profile on BlackBerry devices Configuring software tokens for BlackBerry devices Prerequisites: Configuring BlackBerry devices for RSA authentication Configure BlackBerry devices for RSA authentication Configure RSA authentication over a Wi-Fi network using a software token Configure RSA authentication over a VPN network using a software token Assign software tokens to a user account Page Page Change the information for Microsoft Active Directory authentication Page Turn on single sign-on authentication for the BlackBerry Administration Service Page Changing password settings for BlackBerry Administration Service authentication Change password settings for BlackBerry Administration Service authentication Regenerate the system credentials for the Protecting and redistributing devices Preparing a device for redistribution to a new user Use the BlackBerry Administration Service to delete user data and assign the device to a new user Deleting only work data from a device Page Delete only work data from a device Using IT administration commands to protect a lost or stolen device Protect a stolen device Protect a lost device Protect a lost device that a user might not recover Page Managing administrator Change role permissions Change the roles for an administrator account Delete a role Delete an administrator account Page Managing groups and user Managing groups Using default groups to manage user accounts and administrator accounts Remove a user account from a group Change the properties of a group Rename a group Delete a group Managing user accounts Move a user account to a different group Move a user account from one BlackBerry Enterprise Server to another Delete a user account from the BlackBerry Enterprise Server Update a user account manually Add an administrator role to a user account Update the contact list manually Resend service books to a BlackBerry device Page Change how IT policies are sent to BlackBerry devices Change how to install, update, or remove BlackBerry Java Applications Page Change how to install or update the BlackBerry Device Software Page Managing the distribution settings for a specific job Specify the start time and priority for a job Change how a job sends IT policies to BlackBerry devices Change how a job sends BlackBerry Java Applications to BlackBerry devices Page Change how a job sends the BlackBerry Device Software to BlackBerry devices Change how a job sends standard application settings to BlackBerry devices Managing BlackBerry Java Applications on Make a BlackBerry Java Application unavailable for installation Remove a BlackBerry Java Application from BlackBerry devices over the wireless network Managing software configurations Remove a software configuration from a group Remove a software configuration from multiple user accounts Remove a software configuration from a user account Delete a software configuration Managing how users access enterprise applications and web content Restricting user access to content on web servers Restrict requests for content on web servers from Specify web address patterns Create a pull rule Restrict or permit web addresses and Intranet addresses using a pull rule Assign a pull rule to the members of a group Assign a pull rule to user accounts Restricting user access to media content in the BlackBerry Browser Prevent users from accessing specific media types Configure download limits for media content types Default download limits for media content types Page Configuring the Microsoft Active Directory account to delegate access Configure the Microsoft Active Directory account to delegate access to an intranet site Page Configure the Microsoft Active Directory account to delegate access to a shared folder <domain_name> Page Restricting the push application content that users can receive Restrict push applications from sending data to Create push initiators for push applications Turn on push authorization Create a push rule Assign push initiators to a push rule Assign a push rule to the members of a group Assign a push rule to user accounts Encrypt push requests that push applications send to Managing push application requests Specify device ports for application-reliable push requests Store push application requests in the BlackBerry Configure the settings for storing push requests in the BlackBerry Configuration Database Page Managing organizer data synchronization Managing the wireless backup and recovery of organizer data Turn off the wireless backup of organizer data for a Delete organizer data for members of a user group from the BlackBerry Enterprise Server Turning off organizer data synchronization Delete a user's organizer data from a BlackBerry Page Changing how organizer data synchronizes Page Synchronizing contact pictures Turn off synchronization of contact pictures for a user account Page Managing your organization's messaging environment and attachment support Managing message forwarding Forward email messages to a BlackBerry device when no filter rules apply Do not deliver email messages to a BlackBerry device when no filter rules apply Forward email messages from inbox subfolders to a Turn off email message forwarding to user accounts in a group Turn off email message forwarding to a user account Turn off synchronization for email messages sent from a BlackBerry device Turn off email message forwarding when a user connects a BlackBerry device to a computer Managing the incoming message queue Delete email messages for user accounts from the incoming message queue Managing wireless message reconciliation Turn off wireless message reconciliation for a BlackBerry Enterprise Server Turn on reconciliation for email messages that are hard deleted Managing access to remote message data Prevent a user from checking the availability of meeting participants on the BlackBerry device Prevent a user from searching for remote email messages using a device Managing email messages that contain HTML and rich content View whether a user turned on support for email messages that contain HTML and rich content for a Page Page Synchronizing folders on the BlackBerry device Control which published public contact folders a user can synchronize to a BlackBerry device Control which personal contact subfolders a user can synchronize to a BlackBerry device Control which personal mail folders a user can synchronize with a BlackBerry device Configuring access to documents on remote file systems communicate with a remote file system Add communication information to a BlackBerry MDS Connection Service configuration set Page Managing signatures and disclaimers in email messages Add a signature to email messages that a user sends from a BlackBerry device Add a disclaimer to email messages that users send from BlackBerry devices Add a disclaimer to email messages that a user sends from a BlackBerry device Specify conflict rules for disclaimers Turn off disclaimers for email messages Monitor email messages that users send from BlackBerry devices Sending notification messages to users Page Send a notification message to a user Change the size of the message state database How the BlackBerry Attachment Connector communicates with BlackBerry Attachment Service instances Change how a BlackBerry Attachment Connector retries sending requests to a BlackBerry Attachment Change how a BlackBerry Attachment Connector restores a lost connection to a BlackBerry Attachment Attachment file formats that the BlackBerry Attachment Service supports Limitations for supported attachment file formats Page Changing how a BlackBerry Attachment Service converts attachments Change how a BlackBerry Attachment Service converts attachments BlackBerry Attachment Service optimization settings Change the maximum file size for attachments that users can receive Suggested file sizes for attachments Turn off support for an attachment file format for a BlackBerry Attachment Service Add support for an additional attachment file format to a BlackBerry Attachment Service Changing how the BlackBerry Messaging Agent reconciles attachments to the messaging server Change the maximum file size for attachments that users can send Prevent users from sending large attachments Change the maximum file size of attachments that users can download Page Managing calendars Prerequisites: Configuring the BlackBerry Enterprise Server to use Microsoft Exchange Web Services Turn off client throttling in Microsoft Exchange 2010 Configure the BlackBerry Enterprise Server to use Microsoft Exchange Web Services <agent_id> Configure the BlackBerry Enterprise Server to use MAPI and CDO libraries <agent_id> Page Page Page Correcting calendar synchronization errors on devices Configuration levels using the BlackBerry Enterprise Trait Tool Turn off corrective calendar synchronization <level> View the current settings for corrective calendar synchronization Turn off automatic error correction in corrective calendar synchronization <level> Configure the range of days to check for calendar synchronization errors Configure when corrective calendar synchronization runs Logging information for corrective calendar synchronization Delete a setting for corrective calendar synchronization Page Page Managing instant messaging Installing a collaboration client on Page Specify the Windows domain name for users who log in to a collaboration client Managing instant messaging sessions Specify the maximum number of instant messaging sessions that can be open at the same time Specify the inactivity timeout limit for instant messaging sessions Managing instant messaging features Page Page <Sametime_Server_Name> <Test_Account_Name> Managing a BlackBerry Domain Restarting BlackBerry Enterprise Server components Restart a BlackBerry Enterprise Server component using the BlackBerry Administration Service Restart a BlackBerry Enterprise Server component using Windows Services Best practice: Restarting more than one BlackBerry Administration Service instance Using the BlackBerry Enterprise Trait Tool Use the BlackBerry Enterprise Trait Tool BlackBerry Enterprise Trait Tool traits Page Page Page Page Page Page Page Page Page Page Permit the BlackBerry Messaging Agent to write statistics to Microsoft Exchange mailboxes server_name Managing BlackBerry CAL keys Add or delete a BlackBerry CAL key Copy a BlackBerry CAL key to a text file Configuring the BlackBerry Mail Store Service instance that updates the contact list Configure the BlackBerry Mail Store Service instance that updates the contact list Configuring a Hosted BlackBerry services environment Page Page Page Configure the BlackBerry Enterprise Server to connect to Microsoft Active Directory Configure the BlackBerry Enterprise Server to retrieve email addresses and organizer data using LDAP Prevent the BlackBerry Enterprise Server from retrieving contact information for specific users <attribute> Configuring BlackBerry Policy Service throttling View the current settings for BlackBerry Policy Service throttling Configuring BlackBerry Policy Service throttling for IT policies and service books Configure BlackBerry Policy Service throttling for IT policies and service books Configuring BlackBerry Policy Service throttling for PIN encryption keys Configure BlackBerry Policy Service throttling for PIN encryption keys Configuring BlackBerry Policy Service throttling for application polling Configure BlackBerry Policy Service throttling for application polling Delete a BlackBerry Policy Service throttling setting <trait_name> Page Change the port number that the syslog tools use to monitor BlackBerry Enterprise Server events BlackBerry Controller and Component Monitoring How the BlackBerry Controller monitors the BlackBerry Enterprise Server components Change how the BlackBerry Controller restarts the BlackBerry Messaging Agent Page Page Change how the BlackBerry Controller restarts a BlackBerry Enterprise Server service Page BlackBerry Enterprise Server Alert Tool Configuring notifications using the BlackBerry Enterprise Server Alert Tool Change the default event monitoring level Define a notification recipient Page log files Monitoring PIN messages, SMS text messages, and calls Change the default location for the log files for PIN messages, SMS text messages, and calls Monitor PIN messages Monitor SMS text messages Turn off call logging Log files for BlackBerry Enterprise Server components Changing the location where BlackBerry Enterprise Server components save log files Change the location where BlackBerry Enterprise Server components save log files Store the log files for BlackBerry Enterprise Server components in one folder Changing how BlackBerry Enterprise Server components create log files Add a prefix to the file names of the log files for BlackBerry Enterprise Server components Change the maximum size of the log file for a BlackBerry Enterprise Server component Change the logging level for a BlackBerry Enterprise Server component Change the identifier of the log file for a BlackBerry Enterprise Server component Prevent a BlackBerry Enterprise Server component from creating a daily log file Configure when the BlackBerry Enterprise Server deletes a log file Change the character encoding of the log file for a BlackBerry Enterprise Server component Restore logging settings to default values for all components Component identifiers for log files BlackBerry MDS Connection Service log files Changing how the BlackBerry MDS Connection Service creates a log file Change the logging level for BlackBerry MDS Connection Service log files Change the interval that the BlackBerry MDS Connection Service writes information to a log file Configure BlackBerry MDS Connection Service to log DSML information Change the activities that the BlackBerry MDS Connection Service writes to a log file Page Page BlackBerry Collaboration Service log files Change which activities the BlackBerry Collaboration Service writes to a log file Page BlackBerry Enterprise Solution connection types and port numbers Page BlackBerry Attachment Service connection BlackBerry Collaboration Service Page BlackBerry Configuration Database BlackBerry Controller connection types and BlackBerry Dispatcher connection types and port numbers Page BlackBerry Messaging Agent connection Page Page BlackBerry MDS Connection Service BlackBerry Monitoring Service connection BlackBerry Policy Service connection types and port numbers BlackBerry Router connection types and Page BlackBerry Synchronization Service CalHelper connection type and port number IBM Lotus Sametime connection type and port number Microsoft Exchange connection types and Microsoft Office Live Communications Server 2005 connection types and port numbers BlackBerry Client for use with Microsoft Office Live Communications Server 2005 Novell GroupWise Messenger connection type and port number SNMP agent connection types and port numbers Syslog connection type and port number Troubleshooting Troubleshooting: Connecting to the Troubleshooting: BlackBerry Enterprise Server Performance Microsoft SQL Server uses a considerable amount of disk space Troubleshooting: Setting up user accounts You cannot create a user account in the BlackBerry Administration Service You cannot find a new user account in the directory using the BlackBerry Administration Service Troubleshooting: Messaging Messages are not delivered to BlackBerry devices Text does not appear correctly in Unicode email messages Troubleshooting: Instant messaging Users cannot view phone numbers for contacts in the BlackBerry Client for IBM Lotus Sametime Page Page Troubleshooting: BlackBerry Web Desktop Manager Troubleshooting: Users cannot log in to the BlackBerry Web Desktop Manager Troubleshooting: Connections to the Wi-Fi network A BlackBerry device cannot connect to a Wi-Fi network Page Page A user cannot see Wi-Fi connection settings on a Wi-Fi enabled BlackBerry device Status indicators Status fields for Wi-Fi connections Page Page Status fields for VPN connections Status fields for UMA or GAN connections Status fields for BlackBerry Infrastructure connections Status fields for Enterprise connections A BlackBerry device cannot open a VPN connection A BlackBerry device cannot connect to the mobile network using UMA or GAN Verify whether a BlackBerry device can resolve an IP address Look up a computer name to resolve an IP address Troubleshooting: BlackBerry Administration Service pools Troubleshooting: BlackBerry Monitoring Service connections A user cannot log in to the BlackBerry Monitoring Troubleshooting: IT policies Glossary Page Page Page Page Legal notice