Using log files for troubleshooting

The

Apache Tomcat

ACCS log files record all requests for access to the

BlackBerry UEM

web services.

You can use these log files when you want to check access requests to the

BlackBerry UEM

web services for success or failure.

BlackBerry Affinity Manager

contains information on functionality and the failover state if you have more than one

BlackBerry Affinity Manager

in your organization's environment.

You can also troubleshoot issues related to:

Connectivity between
BlackBerry UEM
and the
BlackBerry Infrastructure
Connectivity between
BlackBerry UEM
and
BlackBerry 10
devices
Health issues that result in the active
BlackBerry Affinity Manager
being changed

You can use these log files when troubleshooting issues with:

Devices that cannot activate in an environment where the
BlackBerry Gatekeeping Service
is in use
Connectivity to your
BlackBerry Gatekeeping Service
Connectivity between
BlackBerry UEM
and the
BlackBerry Infrastructure
BlackBerry 10
activations, and the sending of policies and profiles
iOS
,
Android
, and
Windows Phone
connectivity

Logs data about the

BlackBerry Secure Connect Plus

component.

You can use these log files to verify that

BlackBerry Secure Connect Plus

is connected to the

BlackBerry Infrastructure

. For example:

2015-01-19T13:17:47.540-0500 - BSCP {TcpClientConnectorNio#2} logging.feature.bscp.service|logging.component.bscp.pss.bcp [{}] - DEBUG Received Ping from [id: 0x60bce5a3, /192.0.2.0:28231 => bcp.example.com/192.0.2.124:3101], responding with Pong. 2015-01-19T13:18:22.989-0500 - BSCP {ChannelPinger#1} logging.feature.bscp.service|logging.component.bscp.pss.bcp [{}] - DEBUG Sending Ping to [id: 0xb4a1677a, /192.0.2.0:28232 => bcp.example.com/192.0.2.124:3101]

Logs data for connections with the

BlackBerry Secure Connect Plus

client.

You can use these log files to verify that

BlackBerry Secure Connect Plus

is ready to receive calls from the

BlackBerry Secure Connect Plus

client on devices. For example:

47: [14:13:21.231312][][3][AsioTurnSocket-1] Connected, host=68-171-243-141.rdns.blackberry.net 48: [14:13:21.239312][][3][AsioTurnSocket-1] Creating TURN allocation 49: [14:13:21.405121][][3][AsioTurnSocket-1] TURN allocation created

Use to verify that devices are using the secure tunnel. For example:

74: [10:39:45.746926][][3][Tunnel-2FFEC51E] Sent: 2130.6 KB (1733), Received: 201.9 KB (1370), Running: 00:07:00.139249

You can use these log files when troubleshooting issues with:

iOS
devices that can't send or receive email messages
Connectivity between
BlackBerry UEM
and the
BlackBerry Infrastructure
Connectivity between the
BlackBerry Infrastructure
and the
Microsoft Exchange
or
Microsoft Office 365
mail server

You can use these log files when troubleshooting issues with

iOS

devices that are not receiving notifications of new or changed items.

You can use these log files when troubleshooting issues with:

Core services or transactions
BlackBerry 2FA
transactions
Data migration from
BES10

You can use these log files when troubleshooting issues with:

Connectivity between
BlackBerry UEM
and the
BlackBerry Infrastructure
Connectivity between
BlackBerry UEM
and
BlackBerry 10
devices

You can use these log files to find notifications about specific events in the

BlackBerry UEM Core

.

You can use these log files when troubleshooting issues with:

BlackBerry 10
device apps
App push issues
App push authentication issues

You can use these log files when troubleshooting issues with:

BlackBerry Router
installation
Connectivity between
BlackBerry UEM
and the
BlackBerry Router
Connectivity between
BlackBerry UEM
and the
BlackBerry Infrastructure
Connectivity between the
BlackBerry Router
and the
BlackBerry Infrastructure
Connectivity between devices and
BlackBerry UEM

The

Apache Tomcat

TMCT log files record all activities of the

Apache Tomcat

web services.

You can use these log files when troubleshooting issues with the management console.

You can use these log files when troubleshooting issues with the management console.