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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
feedback@bomgar.com.
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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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Supporting BlackBerry Smartphone
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.
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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.
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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
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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.
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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.
Supporting BlackBerry Smartphone
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