Supporting BlackBerry Smartphones with Bomgar

8/9/2019 Supporting BlackBerry Smartphones with Bomgar

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Supporting BlackBerry Smartphones

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Thank you for using Bomgar.

At Bomgar, customer service is a toppriority. Help us provide you withexcellentservice.If

you have any feedback, includinganymanual errors or omissions, please sendan emailto

[email protected].

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Supporting BlackBerry Smartphone

Table of Contents

Supporting BlackBerry Technical Guide 5

Overview 5

Starting a Support Session with BlackBerry Smartphones 6

The BlackBerry Support Session 9

Switching Applications 10

Use Special Actions to Switch Applications 10

Use Keystrokes to Switch Applications 11

TimesavingKeystrokes 12

Ending the BlackBerry Support Session 13

Bomgar Buttons for BlackBerry Smartphones 14

Settings and Options for Bomgar Buttons for BlackBerry 15

Installing Bomgar Buttons for BlackBerry During a Support Session 16

Using Bomgar Buttons for BlackBerry to Request Support 18

Using BES to Deploy Bomgar Buttons for BlackBerry Smartphones 19

Define the profile for the Bomgar Button for BlackBerry 20

Create a Bomgar Button for BlackBerry Deployment 21

Downloadthe Bomgar Buttonfor BlackBerry 22

Upload anddeploythe Bomgar Button via BES 23

BlackBerry Device Connection Methods 26

Permissions 27

BlackBerry P olicies 28

How to set a default software policy on BES version 4.x: 29

Bomgar Administration 30

Troubleshooting BlackBerry Support 31

BlackBerry Simulator 31

BomgarClient Connection/Installs Fail 31

CommonSolutions for Troubleshooting Bomgar BlackBerry Support 32

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Appendix: BlackBerry Limitations 33

Appendix: BES, MDS, BIS 34

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Supporting BlackBerry Technical Guide

Overview

Bomgar allows supportrepresentatives to access and supportremote BlackBerry Smartphones. This guide provides some

bestpractices for supporting those devices.

Youmustbe runningBomgar version 10.2 (released12/15/08) or later inorder to supportBlackBerry devices, but there have

been significantupgrades for BlackBerry support since.

Refer to www.bomgar.com/documentation to viewthe documentation for your release.Bomgar supports BlackBerry OSver

sions 4.3 and up.

2010 Bomgar Corporation. All Rights Reserved. Page 5

http://www.bomgar.com/documentation


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Starting a Support Session with BlackBerry Smartphones

Bomgar enables you to supportunmanaged BlackBerry Smartphones onan adhoc basis.There are twomodes of initiatingthis type of BlackBerry Support:

1. Customer-Initiated Support Requests2. Rep-InitiatedSupport Invitations

Customer-Initiated Support Requests

Customers on BlackBerry Smartphones mayrequest support

fromyouby completingone of the sessioninitiationoptions on

your supportportal fromtheir phone.

To begin, customers connect to your supportsite usingthe

Internet Browser fromtheir BlackBerry.Theycan then start a

support session bys electing a representatives name, enter-ing a sessionkey,or submitting anissue,dependingon the

options available on your site.

When prompted,your customer should downloadthe Bom-

gar customer client. It is not necessaryto set application per-

missions,as the Bomgar clientwill attempt to set the

appropriate permissions automatically.(However, if per-

missions are set manually, all of the permissions must be set to

allow.)

If the Bomgar Clientneeds to configure its permissions, the

BlackBerry Smartphone will prompt the user withBomgar Sup-

port is requesting changes to its applicationcontrol per-missions.




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The user must click View to see the permissions. Once onthe

permissions screenthe user must press Escape then Save

when prompted.The screendisplays may differ bydevice

and operatingsystemversion,therefore this articledoes not

depict them.

When a secondprompt appears, informing your customer

that the application was successfully installed,he or she should

select Run and the supportsessionwill start.

Note: Bomgar Buttons for BlackBerry Smartphones, avail-

able with Bomgar 10.5,are anoptionfor recurringcustomer-

initiateds upport requests.Bomgar Buttons maybe installed

during a supportsessionor mass-deployed viaemail and BES.

Rep-Initiated Support Invitations

Support representatives mayinvite customers on BlackBerry

Smartphones into supportsessions. To do so,select the Start

button above the queues inthe representative console. This

will openthe Start Support Sessionwindow.

Then select the Email buttonunder Email a Link to a Customer.

This will create an email invitationcontaining a link that auto-

maticallyprompts the customer to download the customer

client.

Once the customer clicks the link, he or she willbegin to down-

loadthe Bomgar customer client. It is not necessaryto set

application permissions, as the Bomgar client will attemptto

set the appropriate permissions automatically.(However, if

permissions are set manually, all of the permissions must be set

to allow.)

If the Bomgar Clientneeds to configure its permissions, the

BlackBerry Smartphone will prompt the user withBomgar Sup-

port is requesting changes to its applicationcontrol per-

missions.

2010 Bomgar Corporation. All Rights Reserved. Page



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The user must click View to see the permissions. Once onthe

permissions screenthe user must press Escape then Save

when prompted.The screendisplays may differ bydevice

and operatingsystemversion,therefore this articledoes not

depict them.

When a secondprompt appears, informing your customer

that the application was successfully installed,he or she should

select Run and the supportsessionwill start.

Note:Bomgar Buttons for BlackBerry Smartphones, avail-

able with Bomgar 10.5,are anoptionfor recurringcustomer-

initiateds upport requests.Bomgar Buttons maybe installed

during a supportsessionor mass-deployed viaemail and BES.




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The BlackBerry Support Session

Once connectedto a remote BlackBerry Smartphone, supportrepresentatives canchatwithcustomers, viewand/or con-trol the Smartphone,transfer files andsee the BlackBerry Smartphones systeminformation.

The representative console session window displays an image for interacting with the BlackBerry Smartphone.Rep-

resentatives canuse the mouse to manipulate the trackball(withthe exceptionof the BlackBerry Storm device)or type on

the BlackBerry Smartphone via the keyboard.




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Switching Applications

Navigatingapplications ona BlackBerrySmartphone canaddtime to a remote supportsession. To reduce supporttime, Bom-gar offers twoeasy ways to switchapplications.

Use Special Actions to Switch Applications

During a supportsessionwitha BlackBerrySmartphone, select the Special Actions menu to switchbetween applications on

the smartphone.

Show EventLog Opens the event log onthe BlackBerrySmartphone

Open ApplicationListOpens a fly-outmenu which lists allthe applications running on the remote device and

allows the supportrep to select whichone to open

Previous Application Opens the previous applicationused on the device

Switch Application Displays the Switch Application menu on the device




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Use Keystrokes to Switch Applications

(Note: Alt+Esc only displays the Switch Application menu on a BlackBerrySmart-

phone when the Bomgar Representative Console is infull screenmode.)

During a supportsessionwitha BlackBerrySmartphone, you canuse the keystroke

Alt+Esc to display the "Switch Application" menu on a BlackBerry Smartphone.

To openthe Bomgar Representative Console infull-screenmode, simply select the

Full Screen iconin the toolbar.

Once infull-screen mode, pressingAlt+Esc displays the "Switch Applications" menu. This list can be movedthroughusingthe

arrows onyou keyboard.Press Enter to select the application you want to open.




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Timesaving Keystrokes

The following hot keys are available to controlthe BlackBerry, when the representative console is infullscreen mode:

l F1 - Send

l F2 - Menu

l F3 - TrackballButton

l F4/ESC - Escape

l F5 - Endor RedHang Up

l F6 - Volume Up

l F7 - Volume Down

l Alt+Esc - DisplayApplications (Note: Alt+Esc only displays the Switch Application menu on a BlackBerry Smartphonewhen the Bomgar Representative Console is infullscreen mode.)

If the BlackBerry imagecannot be simulated byBomgar for any reason a default image is shown. This imagecan also be used

for keypad interaction.

To navigate away fromthe Bomgar applicationwithoutclosingthe session, click the End (Red HangUp) key. Youcan then navi-gate back to the Bomgar applicationto continue chatting by selecting the Bomgar iconin the Downloads menu. The Light-Emit

tingDiode (LED)blinks orange,on the users device, while you are ina sessionon a BlackBerry.




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Ending the BlackBerry Support Session

At any time,the remote customer may terminate the supportsession. If your customer wants to endthesession, he or she

should press the Menu keyandthenselecteither Remove or Close. Also, if the representative wants to endthe session, he or

she may doso fromthe representative console.

At the endof a supportsession, the customer willbe prompted to remove the Bomgar software.If the customer chooses not to

remove the software automaticallywhenthesessionends,he or she willhave to remove the software manuallyat a later time.

If the software was not removed inthe previousstep, your customer canremove itlater atanytime withouthavingto reset the

device. However, if the software was removed automatically inthe previous step, your customer willbe prompted to reset.If

he or she chooses to reset later,the Bomgar icon will remainon the device until the device is reset.

Selectingthe Bomgar icon,however, will not restore the previoussessionbut instead willtake your customer back to your sup-

portsite,where he or she may initiate a newsession.




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Bomgar Buttons for BlackBerry Smartphones

Note: Bomgar Buttons for BlackBerry Smartphonesare available withBomgar 10.5.This article covers usingBomgar Buttonsfor BlackBerry singly. Bomgar customers withenterprise licensing mayuse BlackBerry Enterprise Server to mass-deployBom-

gar Buttons for BlackBerry.Mass deployment instructions are coveredin the articleentitled "UsingBES to DeployBomgar But-

tons for BlackBerry Smartphones."

Bomgar Buttons are gethelp icons thatmaybe deployed oncomputers or Smartphones. They allow customers to request

support whenever it is needed. Bomgar Buttons do notmaintain a connectionto the Bomgar appliance.

To use Bomgar Buttons for BlackBerry, familiarize yourself withthe following:

l Settings andOptions for Bomgar Buttons for BlackBerry

l In-sessionInstallationof Bomgar Buttons for BlackBerry

l UsingBomgar Buttons for BlackBerry to RequestSupport




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Settings and Options for Bomgar Buttons for BlackBerry

If your service deskhas a specificqueueor team for handlingBlackBerry support, you willneedto create a newBomgar But-

tonprofile for BlackBerry Smartphones.

To create a Bomgar Button for BlackBerry deployment,log into the Bomgar administrative interface, thennavigate to Con-

figuration > Bomgar Button.

Under Bomgar ButtonProfiles, you may add a newBomgar Buttonprofile.A defaultBomgar Buttonis providedshouldyou

choose not to create a customized Bomgar Button.

Note: Adding a newBomgar Buttonprofile allows you to customize various elements of the icon,including:

l The image usedfor the Bomgar Button

l The title and short title customers see

l The sessioninitiation options available to customers [e.g., sessionkey onlyor access to the supportqueue associatedwiththe Bomgar Button]

Once Bomgar Buttonprofiles have beencreated,administrators canenable supportrepresentatives to use them.To do so,

navigate to Users & Security > User Accounts and select the particular user you wish to edit.Thenscrolldownandcheck the fol-

lowing checkboxes:

l Allowed to deploy andmanage Bomgar Buttons inpersonal queue

l Allowed to deploy TeamBomgar Buttons

l Allowed to manage TeamBomgar Buttons

Alternatively, you cannavigate to Users & Security > GroupPolicies and make the same changes for a group of supportrep-resentatives.




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Installing Bomgar Buttons for BlackBerry During a Support Session

During a supportsession, a Bomgar Buttoncanbe deployedby a representative to a BlackBerry device and remainresident

onthe device after the sessionhas ended,makingfuture supportsessions easier for customers to initiate.

To installa Bomgar Buttonon a BlackBerry device during a supportsession, the supportrepresentative must click the

Bomgar Buttoniconabovethe chat window. This willopenthe AddBomgar Buttondialogue window inwhich the sup-

portrepresentative may define the properties of this Bomgar Button.

Once the representative clicks Ok, Bomgar Buttoninstalls onthe device.




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The customer may be prompted to Allow or Refuse the deployment. Finally, the Bomgar Buttoniconappears as anapplication

on the BlackBerry device after installation.




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Using Bomgar Buttons for BlackBerry to Request Support

After Bomgar Buttons have beeninstalled,end-users willsee Bomgar as

an applicationon their BlackBerry Smartphones andcan request sup-

portby clickingon the Bomgar Buttonicon.

Once the Bomgar Buttonhas beenselected bythe customer, Bomgar

displays options for requesting support. The available options depend

onhow the Bomgar Buttonis configured.

The BlackBerry Bomgar Button supports allthe initiation options

defined inthe Bomgar Button profile.

Once the customer has initiatedthe session, the supportrequestwillappear inthe appropriate supportqueue.




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Using BES to Deploy Bomgar Buttons for BlackBerry Smartphones

Note: Bomgar Buttons for BlackBerry Smartphonesare available withBomgar 10.5.Mass deployable Bomgar Buttons forBlackBerry require enterprise licensing and are tied to supportteamqueues withinpublic portals. If you want to associate a

particular Bomgar Buttonwith a specificsupport team queue or portal, you willneedto define portals and teams first. Other-

wise, the Bomgar Buttonwill be associatedwiththe defaultpublic portalandthe personal or generalqueue.

The best method for supporting the Smartphones youmanage is the BES-deployedBomgar Button for BlackBerry. This method

gives end-users a simple andstraightforwardmeans of requesting support.

Bomgar Buttons are gethelp icons thatmaybe deployed oncomputers or Smartphones. In the contextof BlackBerry sup-

port, Bomgar Buttons may be deployeden masse viaBlackBerry Enterprise Server [BES].

Performinga mass deploymentof BlackBerry Bomgar Buttons requires these steps:

1. Define the profile for the Bomgar Buttonfor BlackBerry2. Create a Bomgar Buttonfor BlackBerry Deployment

3. Downloadthe Bomgar Buttonfor BlackBerry4. Uploadanddeploythe Bomgar Buttonvia BES




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Create a Bomgar Button for BlackBerry Deployment

Use the Mass DeploymentWizard to create a BES-deployable Bomgar Button. Here is anexplanationfor eachfield inthe Bom-

gar Button Mass Deployment Wizard:

l Description: Describe the Bomgar Buttonas itwillappear inBomgar

l Public Portal: Associate the Bomgar Button witha portal

l PortalAddress: Setthe address of the portalassociated withthe Bomgar Button

l Profile:Selecta customized Bomgar Buttonor the default

l Language: Choose the language for the Bomgar Button

l Team:Associate the Bomgar Buttonwith a specific team queue

l Duration: Choose how long the Bomgar Button will be available




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Download the Bomgar Button for BlackBerry

Once you have created a newBomgar Button, you willbe able to download a BES-deployable version for the BlackBerry

devices youmanage. Select BlackBerryorBlackBerry MDS to deploy the Bomgar Buttonvia BES.

Note: Selecting the BlackBerry MDS option from the Platformdrop-downlistcreates a Bomgar Buttonthat routes the cus-

tomers connectionto Bomgar through MDS,which mayhinder performance during the support session.Selecting the Black-

Berryoption from the Platformdrop-down list creates an email link withautomatic updates.




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Upload and deploy the Bomgar Button via BES

Note: The purpose of this sectionis to clarify the applicationcontrol policies Bomgar recommends for BES-deployable Bomgar

Buttons.It shouldnot be assumed, however, that this is authoritative documentationof BES administration. Changes to the BES

administrative interface may not be reflectedinthis article. Please refer to BlackBerry documentation for administrators

[http://docs.BlackBerry.com/en/admin/] for detailed instructions on deploying software applications to BlackBerry devices.

Log into the BlackBerry Administration Service interface, navigate to BlackBerryDevice Softwareand upload the zip file of the

Bomgar Button youdownloadedfrom the Bomgar Mass Deployment Wizard.

Once uploaded, the Bomgar Button will appear as an application within BES.

Bomgar recommends modifying the applicationcontrol pol-icyfor the BlackBerry Bomgar Button. Please set the fol-

lowing BlackBerry Policies to Allowed:

Is access to the event injector API allowed

Is access to the screen, microphone and video cap-turing API allowedCanthe securitytimer be reset


http://docs.blackberry.com/en/admin/http://docs.blackberry.com/en/admin/http://docs.blackberry.com/en/admin/http://docs.blackberry.com/en/admin/


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Next, create a software configurationpolicythatcontains the Bomgar application.

Finally, add the newsoftware configurationpolicy to a user,groupor role.




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After you have enactedthe newsoftware configurationpolicy, end-users will see Bomgar as anapplicationon their Black-

Berry Smartphones and canrequestsupport byclickingon the icon.




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BlackBerry Device Connection Methods

Companies using the BlackBerry Mobile DataSystem (MDS)s houldbe awarethat connecting to Bomgar through the MDS,as opposedto connecting

through the Internet access provisionedby the provider,results inslower per-

formance.

Routing throughthe MDS adds more points through which the connection

has to pass. Bomgar willconnect through the MDSif the BlackBerryBrowser is

usedto start the session.

If the BlackBerryEnterprise Server (BES) policyis set to allowyouto select the

Internetbrowser,the sessionperformance is much better.The visuals here

demonstrate setting upa Verizon8830 to select the Internet Browser.




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Permissions

WhentheBomgar customer clientruns,it attemptsto set all of its permissions to Allow. If foranyreasona permissionis settoDeny, trytochange itbygoing to Options > Advanced Options > Applications. Find andhighlightthe Bomgar application.

Press the Menu keyandthenselect Edit Permissions. Change all permissions set to Deny back to Allow.

If the Bomgar applicationis notlisted,a BES InformationTechnology (IT)policy setting maybe blocking the downloador instal-

lationof applications. See the Appendix for further details regarding BES IT policies.

If the Bomgar applications permissions cannot be changed,a permissionsettingmayneedto be modified inMDS for the soft-

ware application.




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BlackBerry Policies

Enterprise Bomgar customers who are usingBomgar soft-ware version 10.5 and greater may deploy Bomgar Buttons

to BlackBerry Smartphones via BES.

Customers onprevious versions of Bomgar, however,can-

not create a software policyspecificallyfor the Bomgar cus-

tomer client. The Bomgar clientcontains a unique sessionkey

and therefore must be downloadedfrom the Bomgar Box

rather than being pushed through the BES.Consequently, a

software-specific policycannot be tied to a specificBom-

gar executable.

Rather the default application control policyshouldbe mod-

ified as follows, accordingto your versionof BES. The BES 4.x

policythat must be set to Allowed to enable Bomgar sup-

portis Event Injection, as depicted here:




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How to set a default software policy on BES version 4.x:

1. Openyour BES administrationutility.2. Select the BlackBerryDomain.3. Click onthe SoftwareConfiguration Tab.4. Addor Edita Configuration.5. If addinga Configuration, select the software location(You canselectthe Research In Motionfolder where appli-

cations typicallygo).6. Click Policies inthe Device Software Configurationwindow.7. Click New.8. Set EventInjectionfrom Prohibitto Allow.9. Save the new policy.

10. In the Device Software Configurationwindow,select the pull-downon the far rightof Application Software (the verytoprow).

11. Select the newpolicyand click OK.12. Be sure to applythis configurationto either specific users or to groups inyour BlackBerry Domain.Note:By applyingthe

policyat the ApplicationSoftware level and not ona specificapplication, you are setting a default policy. Settings forspecific applications override anysettings inthe default policy.

The following 5.x policies must be set to Allowedto enable

Bomgar support:

Event Injection

Screen, microphone, andvideo capturing

Here is how to set the unlistedapplicationcontrol policies on

BES version 5.x:

In the BlackBerry AdministrationService, on theBlackBerry solutionmanagement menu, expand Soft-ware.Click Manage applicationcontrol policies for unlistedapplications.Click the StandardUnlisted Optional applicationcon-trol policy.Click Edit applicationcontrol policy.OntheAccess settings tab,in the Settings section,configure the settings for the applicationcontrol pol-icy.Click Saveall.




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Bomgar Administration

The Bomgar Appliance must have enabled the TLS_RSA_WITH_RC4_128_SHAcipher suite for the BlackBerryCustomer Clientand others to properlywork,as depicted below.Refer to your Bomgar AdministrationGuide for more details.




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Troubleshooting BlackBerry Support

BlackBerry Simulator

Use BlackBerrySmartphone Simulators to demonstrate and testhow the BlackBerryDevice Software,screen,keyboard, and

trackwheel/ trackballwill work with your application. These simulators will also simulate behavior invarious wireless network con-

ditions. BlackBerry Smartphone Simulators are great tools for testing,training,and use inprese ntations.BlackBerry Smartphone

Simulators can run anddebug applications as if they were on actual BlackBerry Smartphones.

Each simulator package represents a publiclyavailable applicationver sionand contains simulators for multiple BlackBerry

Smartphones, andthe simulator:

l Is usedto simulate supportscenarios

l Is a helpful tool for simulating customer issues

l Requires installationof MDS simulator

l Is available, along withother model simulator downloads at https://www.B-lackBerry.com/Downloads/entry.do?code=060AD92489947 D410D897474079 C1477

Bomgar Client Connection/Installs Fail

Bomgar Client connections/installs could potentially be preventedif a BES administrator:

l Hasenabled MDSand

l Hasspecified a deny permissionin the default software policyNote: If the policyrestricts device users or applications fromchangingthe Allow keystroke injection permissionthat willprohibita supportsessionfrom beingconducted onthe devices.

The BlackBerry Device configurationmay need tobe reset:

l Go to Options > Advanced Options > Applications.

l Find and highlight the Bomgar application.

l If the Bomgar applicationis not there a BES policyis blockingthe installor download of applications.

l Click the Menu button> Edit Permissions.l The Bomgar clienttries to set all permissions to Allow. If one isnotset toallow,tryto change it; otherwise,thatmaybe a

setting that requires attention inthe MDS policyconfiguration.


https://www.blackberry.com/Downloads/entry.do?code=060AD92489947%20D410D897474079C1477https://www.blackberry.com/Downloads/entry.do?code=060AD92489947%20D410D897474079C1477https://www.blackberry.com/Downloads/entry.do?code=060AD92489947%20D410D897474079C1477https://www.blackberry.com/Downloads/entry.do?code=060AD92489947%20D410D897474079C1477https://www.blackberry.com/Downloads/entry.do?code=060AD92489947%20D410D897474079C1477


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Common Solutions for Troubleshooting Bomgar BlackBerry Support

Problem Cause Solution

BlackBerry device

asksyou to reboot

Youmay have an olderversion of

BlackBerry OperatingSystem, or

you did not reboot after the Bom-

gar client was removed from a pre-

vious support session

After rebooting, download the client and the device should not ask for

another reboot.

Connection con-

tinuously drops dur-

ing support session

Permissionswere not set properly,

oryou arerunningBlackBerry OS

4.5 over a CDMA network

Go to Options > Advanced Options > Applications> Bomgar > edit perms

and set all to Allow.

Thisis a known issuein the BlackBerry OS1. IfWiFi isavailable on yourphone,

switch to useWiFiforyour network connection. Ifyourdevice does not have

WiFi,contactyour carrierto upgrade to the latest BlackBerry OS version.

NOTE:This issueis not present for devicesrunningover GSMnetworks.

Touchscreen

devices showonly

a black area

wherethe touch

keyboard should

appear

With somedevices,such as the

BlackBerry Storm, session control

must be via thekeyboard and hot

keys

The keyboard and all the hotkeyscan be used tocontrolthe device.

Bomgar Rep-

resentativeCon-

soledoes not show

the simulated

device image

The device youa reattemptingto

support isnewer than yourrelease

of Bomgar

Ifyou do not havethe latest version ofBomgarinstalled, the latest version

may support this device image. Bomgar 10.36 and up will simulate unknown

deviceswith a default image. However, the device can still be supported

even without the device imageby using the hotkeys as described in the

BlackBerry Remote Session section.

BlackBerry Device

Error

Access Denied:

Insecure SSL

Request

This message is returned when an

SSL certificate chain is incomplete

or untrusted

The ideal solution isto upload a trusted certificate chain to your Bomgar box.

Two temporary solutionsa re:

l Change the BES permissions to AllowUntrustedHTTPS and AllowUntrusted TLS Connections to True

l Import the SSL certificate into the device

BlackBerry Device

Error

Invalid Tunnel

Name

This message is returned when the

AccessPoint Name (APN) isnot set

Asa resolution, goto Options > Advanced Options> TCP/IP and set up the

correct APN connection settings.

Note: There is a knownissuein the BlackBerryOS onlyon version 4.5 as confirmed bythe BlackBerryDevelopers SupportTeam

in the following link: http://supportforums.BlackBerry.com/t5/Java-Development/Socket-Wr ite-strange-problem/m-p/164-

493/highlight/true#M19722. Anysupport application will have the same issue whensupporting these devices.As noted intheforum post, this onlyaffects these devices when utilizing a CDMAnetwork. The issues willnotbe present if the device is utilizing a

WiFior GSM Network.




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Appendix: BlackBerry Limitations

Sprites,suchas radiotraffic arrows, the hourglass, the browser arrowcursor, and caps- and altlock indicators may not be cap-turedinscreensharing.

Youcannot use the mouse to controlthescreen of the remote BlackBerry device, whether the device has a standardkey-

board or is entirely touchscreen.

Whensupportinga touchscreendevice,suchas BlackBerry Storm,the virtual keyboard willappear as a black area. Any

menus or dialogs thatappear inthat space during thattime will also be blacked out.

Applications are paused during an active phone callon some devices to ensure callqualityand reliability. Therefore, while you

may remotely initiate a call,youmaybe unable to see or doanything until the call has ended.

Whentransferringfilescertain directories may not be available for reador write depending onthe BlackBerry device model

and/or the BES policies.




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Appendix: BES, MDS, BIS

BES BlackBerryEnterprise Server:

l Is for enterprises usingExchange,Lotus Domino, or Novell Groupwise

l Includes push IT policies (device security, GPS access,etc)

l Includes software applicationpolicies that affect Bomgar client

l IT Policies could prevent the Bomgar client from being installed

Youcan viewthe 400+ BlackBerrypolicies at http://na.BlackBerry.com/eng/deliverables/3801/Policy_Reference_Guide.pdf.

MDS- Mobile Data System, as depicted below,runs onthe BES and:

l Supports pushapplications andapplication policies to BlackBerry devices

l Provides access to applications that sit behindthe corporate firewall

l Acts as a reverse proxy

l Hasno policyjust for Bomgar; therefore,default policies must be correctlyconfiguredas previously mentioned

BIS - BlackBerryInternet Service supports emailfor consumers, rather thanenterprise or business customers. BIS should not

affect any permissiondirectly, though the settings onyour device itselfmaystill need to be set,as discussed inthePermissions

section.

http://na.blackberry.com/eng/deliverables/3801/Policy_Reference_Guide.pdfhttp://na.blackberry.com/eng/deliverables/3801/Policy_Reference_Guide.pdfhttp://na.blackberry.com/eng/deliverables/3801/Policy_Reference_Guide.pdf

Documents

Supporting BlackBerry Smartphones with Bomgar