BlackBerry® Training and Certification

[Keyser_Soze]

February 17, 2009-Questions

Q1.  If a user has multiple SMTP aliases configured for their Active Directory account, can any of those addresses be used for wireless activation?
A1.  Use only email as specified in the BlackBerry Manager when performing a wireless Enterprise Activation of a BlackBerry Smartphone.

Q2.  At what intervals does the Messaging Agent look for the ETP.DAT message (i.e. every 5 seconds, every 3 seconds, etc)?
A2. The BlackBerry Enterprise Server for Microsoft Exchange uses MAPI notification where the Microsoft Exchange server will notify the BlackBerry Messaging Agent of a new message. The Messaging Agent will then process the message and start the activation process.

Q3.  Is there a way to control the email reconciliation options through the service book (CMIME)?  By default the settings reconcile on Handheld only.  I have to manually change the setting to Mailbox and handheld for every user.
A3.  No.  This option is only configurable on the BlackBerry Smartphone.

Q4.  When deleting an account from Blackberry Manager, what good does it do if one does not delete the hidden folders from the mailbox?
A4.  If the hidden folders are not deleted from the mailbox when removing a user from the BlackBerry Enterprise Server, this could cause a conflict if the user is added to another blackberry enterprise server in the environment. To resolve this, you would remove them from the new server, choose to delete the hidden folders, and then add them back.

Q5.  When activating a BlackBerry Smartphone, tethered or OTA, where should one troubleshooting if Enterprise Activation is taking forever to kick off?  What does one look for? Logs?
A5.  A wireless Enterprise Activation that is taking a long time to initiate can be for the following reasons:

1.  The ETP.DAT message is being filtered and not arriving in the user's mailbox
2.  The ETP.DAT message is directly going into the Deleted Items in Outlook.
3.  The ETP.DAT message is sitting in the Inbox but not being picked up by the BlackBerry Messaging Agent.
4.  The BlackBerry Smartphone is not in sufficient wireless coverage.
5.  The BlackBerry Smartphone is not provisioned correctly for BlackBerry services.

The Administrator can refer to the MAGT log to further troubleshoot Enterprise Activation issues.

Q6.  When Enterprise Activation is stuck at a percentage for awhile, how should one troubleshoot this scenario?
A6.  When a BlackBerry Smartphone is stuck at a percentage during an Enterprise Activation, the user or Administrator can refer to the BlackBerry Smartphone to determine which database it is currently on.  For example, it may be taking a long time if the phone call logs database is large, such as currently processing 110/600.

Q7.  What would cause an ETP.DAT message to remain in the user's mailbox?
A7.  The corporate spam filter may have modified the contents of the ETP.DAT message, or the BlackBerry Service Account may not have sufficient permissions to process the user’s messages.

Q8.  If BlackBerry Desktop Manager Software is available on computer, a good signal exists, which activation method is best, OTA or tethered?
A8.  It depends on preferences and your own best practices.  If BlackBerry Desktop Manager Software is installed on a user’s computer and their computer is connected to the network, then a wired Enterprise Activation is recommended.  A wired Enterprise Activation is recommended in this case because it would reduce the data charges of the BlackBerry Smartphone.

However, if a user is located remotely, then the Wireless Enterprise Activation method is the preferred choice.

Q9.  How long should one wait for a BlackBerry Smartphone to start Enterprise Activating before cancelling and doing it over again?
A9.  There is no set time to wait before the BlackBerry Smartphone begins to Enterprise Activate.  It is dependent on the BlackBerry Smartphone wireless coverage as well as the health of the BlackBerry Enterprise Server. After 10 minutes, the BlackBerry will retry the activation, after 20 minutes, the wireless Enterprise Activation would time out if is unable to begin.

Q10.  When a BlackBerry Smartphone stops sending/receiving emails, should one remove service books and then Enterprise Activate, or just proceed with Enterprise Activation? 
A10.  An Administrator should determine a root cause by investigating why the BlackBerry Smartphone ceased sending and receiving messages.  The following are some troubleshooting steps to perform:

1.  What was the last contact time for the user in the BlackBerry Manager?
2.  Resend Service Books to the BlackBerry Smartphone
3.  Resend the IT Policy to the BlackBerry Smartphone
4.  Is pending count for the user increasing when a message is sent to the BlackBerry Smartphone?
5.  Are messages being filtered?
6.  Is there an error message when sending a message from the BlackBerry Smartphone?
7.  What is the signal strength?

If the BlackBerry Smartphone requires being Enterprise Activated, it is recommended that a security wipe of the BlackBerry Smartphone is performed before proceeding with an Enterprise Activation.

Q11.  When looking at the Blackberry Manager console, what does an Administrator do if the device appears to be working, but the Model and OS information is blank?  How can this information be populated or is it not a problem?
A11.  This information can be repopulated in 2 ways:

1. use the SyncRequest tool from the BlackBerry Resource Kit


2. have the user go to the enterprise activation screen and press alt+agnt (only on handheld software 4.5 or greater.

Q12.  I had a user in the past that lost the reconciliation with his calendar and tasks.  Do I have to delete all the service books or will just deleting the CICAL service book do it?
A12.  The Desktop CICAL service book is related to the calendar and the Desktop SYNC service is related to the PIM applications such as tasks.  Some possible causes are as follows:

1.  Wireless Synchronization for Calendar and Task is turned off
2.  No option for Wireless Synchronization for Calendar and Task
3.  Deleting and resending the service books is more of a quick fix or workaround, root cause should be determined by reviewing the debug logs.

Q13.  Can the Blackberry Smartphone software be upgraded from the BlackBerry Enterprise server?

A13.  Yes.  The BlackBerry Smartphone can be connected to the BlackBerry Manager using a USB connection.  The BlackBerry Smartphone will show in local ports where you have the option to upgrade the BlackBerry Smartphone software.

Q14.  What is the minimum/maximum time an Enterprise Activation password can remain active?
A14.  The minimum and maximum time an Enterprise Activation password can remain active is 1hr and 720hrs respectively.

Q15.  What kind of wireless signal types can be used for Wireless Enterprise Activation? 3G, EDGE, GPRS, GSM, etc...
A15.  As long as there is data coverage, the user will be able to Enterprise Activate over the wireless network.

Please see the following Knowledge Base Article for further information:

http://www.blackberry.com/btsc/search.do?cmd=displayKC&docType=kc&externalId=KB02334&sliceId=2&docTy...

http://www.blackberry.com/btsc/search.do?cmd=displayKC&docType=kc&externalId=KB02335&sliceId=SAL_Pub...

Q16.  What is the biggest Outlook mailbox that is recommended to connect to a Blackberry Smartphone?
A16.  There is not a recommendation in this situation.  However, you should make your users aware that the larger their mailbox size is, or the more items in the mailbox, the slower the synchronization process may be.

Q17.  How can the user receive the Enterprise Activation password on their Blackberry Smartphone before the BlackBerry Smartphone has been activated? Is it sent as a PIN message?
A17.  In order to achieve this, you would have to manually set the Enterprise Activation password, and use another BlackBerry Smartphone to send the Enterprise Activation password via a PIN message to the user.  Alternatively, you would set the Enterprise Activation password and inform the user of the password in person or over the phone.

Q18.  Is there a limit to how many BlackBerry Smartphones can be Enterprise Activated wirelessly at once?
A18.  There is no hard limit on this.  It depends on factors such as the performance of the BlackBerry Enterprise Server, performance of the Messaging Server, network bandwidth, etc.

Q19.  You never talk about right clicking on the user to get options. Is that not a best way to go about doing things/setting options ex: Enterprise Activation passwords??
A19.  An Administrator can right click to show a menu to get to many of the tasks.  This is perfectly acceptable. The BlackBerry Enterprise Server version on 4.1.0 and 4.1.1 did not have this functionality.

Q20.  Can we upgrade multiple BlackBerry Smartphones software from the BlackBerry Enterprise Server wirelessly?
A20.  An Administrator can assign additional BlackBerry Smartphone applications to multiple users wirelessly; however updating the BlackBerry Smartphone software requires use of a USB cable.

Q21.  Should the old version of Blackberry Smartphone software be removed before the installation of the new one? Or can they co-exist?
A21.  I would recommend removing the old version the BlackBerry Smartphone's software from the computer for organization purposes.  You can have multiple versions of the BlackBerry Smartphone software installed, however like the BlackBerry Desktop Manager software, it will only use the newest one available.

Q22.  If a user is Enterprise Activating in a poor signal area and you use the BlackBerry Desktop Manager software for Enterprise Activation, will wireless synchronization start after the BlackBerry Smartphone is moved into a good signal area?
A22.  The BlackBerry Smartphone would re-request the slow-sync process once it gets into good coverage.

Q23.  Is there a way to delete a user service books all at one time?
A23.  No.  You could use the advanced feature of backup and restore from within BlackBerry Desktop Manager Software to delete the entire service book database. In the process, you would also be removing all the Wireless Provider's service books, BlackBerry Internet Service accounts, etc.

Q24.  Can you modify the auto-generated email notification for wireless Enterprise Activation?
A24.  An Administrator can customize the auto generated Enterprise Activation email in BlackBerry Manager.  Highlight the BlackBerry Domain, Click on the Global tab, Click on Edit Properties and select General.

Q25.  When you are talking about S/MIME and certificates, and these certificates are for a web application or web site, do you need one for your computer and one for the BlackBerry device? Are they in the same format?
A25.  The S/MIME certificates are user certificates that are used for secure email in your environment if you are using S/MIME to sign or encrypt email.

Q26.  Is Research In Motion going to include the certificate synchronization for the BlackBerry Web Desktop Manager in a future software release?
A26.  This information is currently unknown at this time.

Q27.  We have Field Service Technicians who currently setup users wirelessly, but have to access the BlackBerry Enterprise Server to assign an Enterprise Activation password.  Is the BlackBerry Web Desktop Manager a better solution, and how difficult is it to setup?
A27.  This would be a benefit to you, as users could also setup their own activation password (along with other functionality, such as filters, auto signature etc).  Please refer to the following for further information:

http://na.blackberry.com/eng/support/docs/subcategories/?userType=2&category=BlackBerry+Web+Desktop+...

Q28.  Would you be able to set up all methods to include Certificate Sync using the Silent Install?
A28.  Yes, you can configure the silent install to install the Certificate Synchronization tool.

Q29.  Can a user who needs to manually synchronize other address books to their BlackBerry Smartphone use the BlackBerry Web Desktop Manager?
A29.  No.  The underlying software that allows users to synchronize with a *.pst folder or public address book is called Intellisync, and is only included with the BlackBerry Desktop Manager software.

Q30.  How can an Administrator install the Blackberry Web Desktop software? Is it a Web server run from the BlackBerry Enterprise Server? Is it a licensed option? How do we activate it, etc.?
A30.  There is a separate installer available from a free download. You do not need additional licensing for it. It is a web server that runs from the server you install it on, and integrates with your BlackBerry Enterprise Server.

Q31.  Can the BlackBerry Web Desktop Manager be used to install new BlackBerry Smartphone software?
A31.  Yes.

Q32.  Mailbox size affects synchronization time even with the maximum entries/time settings?
A32.  There is no time/item limit for things like tasks, memos, or address book, so yes this could still result in a long Enterprise Activation process.

Q33.  Is there a time frame when the BlackBerry Smartphone software will be able to be deployed wirelessly?
A33.  This is up to the Service Provider, as BlackBerry Smartphone software has to be certified for use on their network.

Q34.  Please explain further about the Blackberry Web Desktop software option. How do we set it up?
A34.  Please refer to the following for further information about the BlackBerry Web Desktop:

http://na.blackberry.com/eng/services/server/wdm/

Q35.  Is there anything that needs to be performed when Enterprise Activating a BlackBerry Smartphone that was Enterprise Activated on a different mail platform BlackBerry Enterprise Server (i.e. going from a IBM Lotus Notes to Microsoft Exchange BlackBerry Enterprise Server)?
A35.  The BlackBerry Smartphone would need to be security wiped before Enterprise Activating the BlackBerry Smartphone on the new BlackBerry Enterprise Server.

Q36.  Can you wirelessly synchronize more than one address book or does the BlackBerry Desktop Manager Software need to be installed to do this?
A36.  You can only wirelessly synchronize one address book with the BlackBerry Smartphone which is the mailbox's address book. You can use the BlackBerry Desktop Manager software to synchronize additional contacts. However, they would all appear in the BlackBerry Smartphone's address book.

Q37.  Can you run the Blackberry Web Desktop software on the same server as the BlackBerry Enterprise Server?
A37.  Yes. The BlackBerry Web Desktop and BlackBerry Enterprise Server can be hosted on the same machine.

Q38.  Will the ability to view multiple calendars on the BlackBerry Smartphone be available?
A38.  Currently, the BlackBerry Smartphone will only display and wirelessly synchronize the owner's calendar.

Q39.  When the message "Encryption Verified. Waiting for Services" appears, it seems to me like it marks the end of stage 2 and the beginning of stage 3. So, is that message officially considered part of stage 2 or part of stage 3?
A39.  This part of the Enterprise Activation process is still considered part of Stage 2.

Please refer to the following Knowledge Base Article for further information:

http://www.blackberry.com/btsc/search.do?cmd=displayKC&docType=kc&externalId=KB13850&sliceId=SAL_Pub...

Q40.  Does the Desktop activation have to be done from the users own computer?  Does the Email Profile have to be on the machine running desktop manager?
A40.  It is recommended that when performing an Enterprise Activation using the BlackBerry Desktop Manager software, the user should be logged into a computer as themselves.  This will ensure that the BlackBerry Smartphone will be activated using the profile of the user.

Q41.  Is the data transfer from the device manager strictly between the BlackBerry Smartphone and the BlackBerry Enterprise Server?  Is there a way to get e-mails from the connected outlook client [to exchange server] to the BlackBerry Smartphone or vice versa?
A41.  Yes, the BlackBerry Device Manager makes a connection between the BlackBerry Smartphone and BlackBerry Enterprise Server.  However, it does not synchronize messages so that a copy of all messages in the user's Microsoft Exchange mailbox appears on the user's BlackBerry Smartphone.

Q42.  Which IT policy forces the BlackBerry Smartphones to upgrade to the newest OS version?
A42.  Please refer to the Force Load Message IT policy rule in the policy Reference Guide:

http://www.blackberry.com/knowledgecenterpublic/livelink.exe/fetch/2000/8067/645045/7963/1139827/Bla...

Q43.  Is it possible to upgrade the handheld Operating System over the air?
A43.  The Storm BlackBerry Smartphone has the ability to upgrade the BlackBerry Smartphone software wirelessly.  This feature is known as Over the Air Software Load (OTASL).

Q44.  What is the most common deployment method?
A44.  The most common deployment method is setting a wireless Enterprise Activation password as many users are remote or home based.

Q45.  Is there a Web Manager for administrators to add users instead of logging on to the server?
A45.  No. Some organizations have built a custom website which uses the BlackBerry UserAdmin Service; however this is not supported by Research In Motion.

Q46.  If a bunch of new users all have BlackBerry desktop manager installed on their computer, can't they all plug their phones in to their own computers at once and all deploy at the same time?
A46.  Yes.

Q47.  Where are the BlackBerry Smartphones backups stored when using the backup feature in the BlackBerry Web Desktop Manager software?
A47.  The BlackBerry Smartphone backup files are stored locally on the computer.  The default location is the My Documents folder.  A user can select a local or network drive to store their BlackBerry Smartphone backup files.

Q48.  Where do you find Web Desktop Manager application?
A48.  Please refer to the following for further information on the BlackBerry Web Desktop Manager application:

http://na.blackberry.com/eng/services/server/wdm/

Q49.  Is there a real need for users to have the BlackBerry Desktop Manager software installed if most users choose not to plug their BlackBerry Smartphones into their USB port? Most of our users charge their BlackBerry Smartphones with a wall charger and the other few only use the USB port to charge their devices
A49.  If the BlackBerry Smartphones are deployed wirelessly, it is not necessary to install the BlackBerry Desktop Manager software on each user's computer. The Blackberry Desktop Manager software would only be needed if a user is required to reload the BlackBerry Smartphone software or to perform full backups. We should also note that if the BlackBerry Device Manager is not installed on the computer, charging will take longer.

Q50.  How will the Over the Air Software Load updates work?  Is the BlackBerry Smartphone software hosted by Research In Motion?
A50.  Over The Air Software Loading (OTASL) is a BlackBerry service. This is a technology that allows the network to send software updates to the BlackBerry Smartphone over the network itself, eliminating the need for the user to update the device manually.  For example, connecting the BlackBerry Smartphone to a computer with BlackBerry suite installed on it.  The BlackBerry Smartphone software is hosted by Research In Motion.

Q51.  Will the BlackBerry Web Desktop Manager be explained further in upcoming training sessions?
A51.  No.  Please refer to the following for further information regarding the BlackBerry Web Desktop Manager software:

http://na.blackberry.com/eng/services/server/wdm/

Q52.  So if a user upgrades to a different BlackBerry Smartphone, is it necessary to delete the user from the BlackBerry Enterprise Server and start from scratch with a new Enterprise Activation?
A52.  The user would not have to be removed from the BlackBerry Enterprise Server. In the example provided, a new Enterprise Activation password would be required to activate the new BlackBerry Smartphone.

Q53.  Does all custom setting come across (ie ring tones) if you re-activate or do you need to perform a backup and restore using the BlackBerry Desktop Manager software?
A53. Any custom notification settings or profiles are backed up and restored. However, if a custom ringtone is used from device memory or media card, the file itself is not backed up.

Q54.  Can you select more than one user to Enterprise Activate wirelessly or is it on individual basis?
A54.  Administrators can assign Enterprise Activation passwords to multiple users.  However, each wireless Enterprise Activation must be performed individually.

Q55.  Is there any reason to do a full backup and restore if they aren't using a media card?
A55.  Users can perform a backup and restore of all BlackBerry databases using BlackBerry Desktop Manager Software. However, any media files are not backed up.  All media files (or files on media card) should be backed up manually.

Q56.  If you select multiple users for Wireless generate and email and Enterprise Activation password will it individually send a password and email to each user?
A56.  That is correct. You can select multiple users and generate/set activation passwords. The BlackBerry Enterprise Server will then send each user an SMTP message containing the password.

Q57.  Is it common to have the end user upgrade the Blackberry Smartphone software themselves?
A57.  This is quite common. The application loader feature of BlackBerry Desktop Manager is simple and easy to follow.

Q58.  Does the Web Desktop Manager have to be activated for access?
A58.  This is a separate product from the BlackBerry Enterprise Server and would need to be installed and configured independently.

Q59.  Can you activate a Blackberry Smartphone with only the BlackBerry Device Manager? 
A59.  You would have to perform a wireless Enterprise Activation with only the BlackBerry Device Manager installed.  Email settings are only available with the installation of the BlackBerry Desktop Manager software.

Q60.  How do you setup the BlackBerry Web Desktop Manager?
A60.  Please refer to the following for further information on installing the BlackBerry Web Desktop Manager:

http://www.blackberry.com/knowledgecenterpublic/livelink.exe?func=ll&objId=1419224&objAction=browse&...

Q61.  Is there an ActiveX or other plug-in for the BlackBerry Web Desktop that needs to be installed?  And how is the BlackBerry Smartphone charging supported with the BlackBerry Web Desktop?

A61.  A "RIMWebComponents.cab" is required to be downloaded on the client computer for BlackBerry Web Desktop. Please review the setup and administration guide for BlackBerry Web Desktop for more information.

Q62.  When a BlackBerry Smartphone is not receiving calendar updates, does it help to delete and restore the CICAL from the BlackBerry Smartphone or doesn't that really do anything?
A62.  The CICAL service book contains information for routing and wireless options relating to the calendar.  Deleting and restoring the CICAL service book would force a slow-synchronization of the calendar; however this would not help determine the root cause of the original synchronization failure.

Q63.  Can BlackBerry Manager be installed on several administrators' computers? Or should only one instance be running at any given time?
A63.  The BlackBerry Manager can be installed and running from multiple computers. You can have more than one instance open at a time.

Q64.  Sorry to go back to re-activation, but if you do this, does it bring back all the message history or only a certain amount of days?
A64.  You're referring to message pre-population. The pre-population function only triggers when activating a new user or a new PIN number for an existing user. There is a registry key to force pre-population for all activations.

Q65.  So are you saying that on a re-activation there is no pre-population of messages taking place?
A65.  If the user is an existing user on the BlackBerry Enterprise Server and had not changed PINs, then pre-population would not occur.

Q66.  If you do a bulk generate & email Enterprise Activation password, does the console show which accounts have not Enterprise Activated their BlackBerry Smartphone?
A66.  Any users who have NOT Enterprise Activated their BlackBerry Smartphone will appear with the status of "Initializing" from within the BlackBerry Manager. A user who has completed the Enterprise Activation of their BlackBerry Smartphone will appear as "Running" from within the BlackBerry Manager.

Q67.  What is best way to put the BlackBerry Smartphone back to a fresh out of the box state?
A67.  A security wipe is the fastest method to returning a BlackBerry Smartphone to a factory default state. This can be found under options, security options, and general settings where the user will have the option to wipe the BlackBerry Smartphone.

Q68.  But I thought a security wipe did not remove any 3rd party software?
A68.  In current version of the BlackBerry Smartphone software, there is an option to "include third party apps" during a security wipe. This option would remove all 3rd party apps and restore the Smartphone to factory default.

Q69.  Is this the same as erase handheld and disable handheld option from the BlackBerry Manager?
A69.  A security wipe is the same as erase handheld and disable.

Q70.  Do all the messages have to come through the message mailbox (all the messages) or can it be set up just so the corporate messages come through the messages icon?
A70.  Please refer to the following Knowledge Base Article for further information:

http://www.blackberry.com/btsc/search.do?cmd=displayKC&docType=kc&externalId=KB15003&sliceId=1&docTy...

Message Edited by Beholder on 04-13-2009 04:21 PM

Message Edited by Beholder on 04-23-2009 09:45 AM

[DeafBowTie]

I do not use the enterprise because I am only one user - the cost is not effective.

My question is since I travel more than in office, I would like to synchronize my BB 8330 with my office PC's outlook 2007 via my laptop PC remotely.

How do I set up the desktop manager here in my remote laptop PC to synchronize between my BB 8330 hooked to my remote Laptop PC and my Office PC via gotomypc.com link? I do not have the outlook2007 on my laptop pc, just at my office PC.

Do I make this clear to you?  Thank you in advance if someone has the answer.