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KB18094 - Send a Mobile Network Diagnostic Request to BlackBerry using BES 5.0
 
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Old 05-26-2009, 01:32 PM
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Default KB18094 - Send a Mobile Network Diagnostic Request to BlackBerry using BES 5.0

KB18094 - Send a Mobile Network Diagnostic Request to BlackBerry using BlackBerry Enterprise Server 5.0


Environment

  • BlackBerry® Enterprise Server software version 5.0
  • BlackBerry Monitoring Service
  • BlackBerry Device Diagnostic Tool



Overview

The BlackBerry device diagnostic test in the BlackBerry Monitoring Service console uses the diagnostic tool client that is located on a BlackBerry device to retrieve diagnostic data for the BlackBerry smartphone. The diagnostic tool client is included in the latest BlackBerry® Device Software version. The BlackBerry Monitoring Service console does not display data for a BlackBerry smartphone that does not include the diagnostic tool client.
The BlackBerry device diagnostic tool tests connection points in the BlackBerry® Infrastructure and BlackBerry Domain. If a BlackBerry smartphone experiences connectivity issues, the BlackBerry Monitoring Service console might not display diagnostic data.
Diagnostic data indicates the signal strength of the BlackBerry smartphone and if the BlackBerry device can perform the following actions:
  • Connect to the wireless network
  • Register with the BlackBerry Infrastructure
  • Connect to the BlackBerry Infrastructure
  • Send a PIN message to the BlackBerry Enterprise Server
Run a diagnostic test for a BlackBerry device > >
Because the BlackBerry Synchronization Service uses a 20 minute polling cycle to process requests, the diagnostic test returns results within approximately 40 minutes of a request. It takes 20 minutes to send the diagnostic test request and 20 minutes to retrieve the diagnostic test results.
Before you run the diagnostic test, ping the BlackBerry smartphone to verify that the BlackBerry smartphone is not experiencing connectivity issues.
Before you begin: The BlackBerry smartphone must include the diagnostic tool client, which is included with the latest BlackBerry Device Software version.
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. Click Run diagnostic test.
6. After approximately 40 minutes, on the Device Diagnostics statistics tab, in the Configuration section, check the Time stamp value to determine whether the diagnostic test results are current.
If the diagnostic test results are not current, the BlackBerry Monitoring Service console displays the results of a previous diagnostic test.
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