This page is part of the Mobile Dashboard Managed Clients online help. For an introduction to Managed Clients, see Section 10.1, “Managed Clients - Basic Concepts”. For a general introduction to the online help manual, see Section 1.1, “Mobile Dashboard Online Help Manual Overview”.
The RIM BlackBerry Managed Client encompasses all BlackBerry mobile devices from all carriers.
Prior to downloading the RIM BlackBerry Managed Client please ensure you have the following:
Version 4.0 or higher of RIM's operating system (to check your version, on your device select and then ). (BlackBerrys from 2006 and later, will all likely have 4.0 or above.) The most recent version of RIM's operating system can be downloaded from the RIM BlackBerry website, or you may go to your carrier's website for carrier-specific upgrade information.
A data plan from your wireless carrier that allows Internet access.
Knowledge of whether your BlackBerry communicates through a corporate BES Server (BlackBerry Enterprise Server) and, if so, whether MDS (Mobile Data Service) is used.
To download the RIM BlackBerry Managed Client, follow these steps:
If you have multiple Internet browsers on your device, access the generic Internet Browser, often labeled or .
Enter the URL http://w4bi.com/ua. (If using the Mobile Dashboard Appliance, include the appliance's host name instead of w4bi.com. The URL would thus be of the form http://your-appliance-host-name/ua.)
Follow instructions to download and install the Webalo client.
Exit the browser. The Webalo application will now appear as a Webalo icon on your BlackBerry.
If you do go through a BES Server and the MDS is used, then you can go ahead and connect (when asked) to the Mobile Dashboard and get the sample report for the guest account.
Alternatively do not connect, but instead enter your specific username and password to get your specific reports (Section 10.2.5, “Entering Your Username and Password”).
If you do not use a BES Server or if you do use a BES Server but not the MDS, do NOT connect to the Mobile Dashboard until you have done the following:
Launch the Webalo client from your BlackBerry.
Activate the Webalo menu (hit the trackball/thumbwheel).
Select .
Scroll to the bottom of the Options page and change the to .
In Webalo menu, select , but do NOT yet connect.
Webalo.
Now set your BlackBerry's APN settings, which are different for each wireless carrier. The APN settings can be found (starting from your BlackBerry main screen) in , then (or, depending on your BlackBerry model, in , then , then ).
If there are values already entered for the APN settings, your carrier has pre-loaded the login information, so you can return to the main screen and disregard the remaining steps in this section (you can launch Webalo and select from the Webalo menu.
Click on the following link to get a list of correct APN for each wireless carrier: BlackBerry APN Settings
Enter the appropriate APN settings into your BlackBerry.
the APN settings.
You might need to reboot (take out battery & reinsert) the device to enable the APN settings to take effect. You can continue without the reboot. But later if you cannot connect to the Mobile Dashboard, you may need to reboot the device.
Launch the Webalo client and select from the Webalo menu to connect to the Mobile Dashboard and get the sample report for the guest account. Alternatively do not connect, but instead enter your specific username and password to get your specific reports (Section 10.2.5, “Entering Your Username and Password”).
Launch the Webalo client from your BlackBerry.
Activate the Webalo menu (hit the trackball/thumbwheel).
Select .
Replace the username listed by your username.
Replace the password with your password.
Select the appropriate server (as provided to you by Webalo) and connectivity option (most likely TCP, unless you have a corporate firewall in place, in which case, HTTP).
the options.
Go ahead and connect when asked.
When connecting to the Mobile Dashboard:
If you are asked about whether to allow https connections, check the box next to "Don't ask again for all https connections" (scroll down to the box and hit the space key), and then select "Allow this connection."
Similarly, if you are asked about socket connections, check the box that says "Don't ask again for all socket connections" and then select "Allow this connection."
The following functions and features may be useful to you:
Displayed columns may be changed by scrolling to a column header, hitting the key to bring up the columns menu, and then selecting a specific column to view. You may also sequentially go through each column in order by hitting the space bar. Each time you hit the space bar the next column appears.
An alternative way of bringing up the columns menu is to first select a column header, then bring up the Webalo menu (by hitting the trackball/thumbwheel), and then select .
The report you're viewing may (or may not) have dropdown menus near the top. You would typically see a dimension name left-justified and an initial value for the dimension right-justified. If you see them, then the report was configured to allow the user to select portions of the report to view by selecting from among the items in the dropdown menus. Scroll to a dimension's value and then hit the key to bring up the dropdown menu. Selecting a different value for the dimension will bring up the data associated with that selection. You can also use the space bar to sequence through the available options.
If data in a row in a table is truncated and there is more text to view, scroll to that row, bring up the Webalo menu (press the trackball/thumbwheel) and select .
You may view data from all the columns for a particular row by transposing the rows and columns (each row becomes a column and each column becomes a row). This would provide an alternative view where you would, for example, see all the column values for a particular row (but shown vertically in a column). Look for a "Details" item in the Webalo menu and select it.
The Managed Client tracks your selections (on the device), so menu selections are context sensitive. For example, will provide full text for the row you're on.
If there are multiple screens to view for a report (e.g., a screen showing drill down data), the other screens are accessible from the Webalo menu (press the trackball/thumbwheel). Again, the menu options are context sensitive.
You may bookmark any screen for easy and direct access. It's similar to storing favorites in your browser. Bring up the Webalo menu (press the trackball/thumbwheel), select , enter a name for the screen bookmark, and then select .
To then retrieve a bookmarked screen, bring up the Webalo menu, select , select the bookmarked screen you want displayed, and then either hit the Enter key or select from the BlackBerry menu.
If you receive multiple reports, you can select from among them by bringing up the Webalo menu and selecting which lists the reports you've received. Scroll to the desired report and select (from the menu) to view the report.
If you want to view reports offline on your device, navigate to screen, check the box next to , and then . (Note that this is the default setting.)
Most errors are due to intermittent network issues or incorrect device settings. A quick list of things to check for:
Coverage: Check that you have good coverage.
Coverage Mode: Check that you have full data access and not just phone coverage. This is usually indicated by an icon (e.g., GPRS) on the top right of the device screen.
Internet Access: check that you can access public Internet sites.
Battery: If the battery is low the device may not be able to connect.
Radio: Make sure the radio on the device is turned on. Sometimes when the battery is low the device automatically turns it off.
BES Server: If you are using a BES Server, there are two important parameters ("IT Policy Rules") that need to be set correctly.
If you are prevented from downloading the Webalo client, your company's BES Server may have been set to stop third-party downloads. Contact your company's BES Server administrator to set the IT Policy rule Disallow Third Party Application Downloads to .
If you cannot connect to the Mobile Dashboard, your BES Server may have been set to stop external connections. Have your company's BES Server administrator set the IT Policy rule Allow External Connections to .
MDS: Unless you running in an Enterprise setup with BES servers and MDS, you need to turn the option to on the Webalo screen.
APN: To use TCP outside of a BES Server, you must set the APN (Access Point Name). Go to the device options, select from the list and set the , , and according to what your carrier requires. Click on this link BlackBerry APN Settings for details.
Data Plan: Make sure that you have a data plan that allows you TCP and SSL access.
Operating System: Make sure that the BlackBerry operating system is at least version 4.0.
Some specific situations that you may run into are listed below:
"Could not open tunnel - Failed": This message usually means that the device failed to connect over TCP to the server. If you are using a BES Server and MDS, ensure that option is set to Yes; if not, ensure it is set to No. If not using MDS double check that you have the correct settings for the . If you still cannot connect it may be that the wireless carrier did not set up the data plan correctly. (For AT&T we found, in some cases, there was a problem with AT&T's initial TCP setup. AT&T support resolved the issue by simply having AT&T remove the data plan from a device and then add the same data plan back in (at no charge). This simply reset the TCP access.)
"Malformed Address. Returning null connection" or "Bad DNS Address": You can try connecting again and this issue should go away. It is a known DNS issue to which we have implemented a work-around. You should not normally get the error, but if you do you can simply try connecting again.
"502 Bad Gateway": This usually means that either there is a problem with coverage or that the provider is performing maintenance on the service. Sometimes the message is explicit indicating that you should try later when the maintenance is over. You may also get a "504" message instead of the "502" message.
"400 Bad Request": You may get this error trying to download the Managed Client. Clearing the browser cache usually solves the issue ( in the BlackBerry's options screen).
"Could not find a service book entry for IPPP": This means that the Managed Client was trying to use MDS to connect but you are not setup to use an MDS. In this case you need to turn the Webalo Option to .
"Permission Denied": You'll get this if you have (accidentally) answered "Deny this connection" along with "Don't ask this again" in response to the https or socket permissions popup. Try downloading the Managed Client again. This time accept https and socket connections.
Wait: Some settings may not take effect immediately. Some people reported that they had to wait a few minutes.
Reboot: If nothing else works you may resort to rebooting. There are probably certain settings that get updated when the device re-connects to the network. If a soft reboot does not work, then try a hard reboot by removing the battery. After reboot, make sure to check your settings. The device may have not immediately saved your changes to its permanent store and your changes may have been lost.
"Split Pipe": The application has attempted to open a connection inside the firewall and outside the firewall which is not allowed by your IT policy. For the resolution, refer to BES Server Split Pipe IT Policy Rule. The issue is detailed in BlackBerry Support Split Pipe Description.
Downloading Managed Client Updates: The BlackBerry browser caches pages. If you try and download an updated version of the Managed Client (i.e., you have already used the Managed Client and now want to update to a newer version), the browser may be caching the older files and will display old contents (old version number, incorrect file size, etc.), especially if you have attempted to download the Managed Client before in the same browser session. The BlackBerry browser has a in its options screen that remedies this.