MobileGuard Installation Guide

This guide is for the preparation and
installation of MobileGuard’s On
Premise application.
MobileGuard
Installation
Guide
Version 1.0 rev 7
MobileGuard
Overview
This guide will prepare your organization for the installation and deployment of MobileGuard’s
on premise mobile device monitoring solution. The guide will include the installation of the
application on the mobile devices, deployment requirements, configuration of servers, review
of Administrative Console and integration of messages with your organization’s archiving
system. After completion of the installation/deployment process, the MobileGuard solution will
help your organization be in compliance with the electronic communication rules and
guidelines set forth by the regulatory agencies of your industry.
Hardware, Software & Other Requirements
Hardware & Software
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Web Server – Windows Server 2008 R2 Standard or higher, 64 bit Operating System
Database Server – Windows SQL server 2008 R2 Web, Standard or Enterprise
Note: You may combine the database and web server onto a single machine if the employee
count and/or message volume is low, e.g. a single combined server (4GB RAM, 80 GB Disk, 8
Core Processor) can comfortably handle 45,000/messages a day. Configurable to the size of
your organization.
Other Requirements
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•
•
•
•
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Domain URL must be set-up (Example: mobileguard.YourCompanyDomain.com)
SSL Certificate must be purchased for the above domain. And must be installed on the Web
server.
Two Ports must be open for incoming traffic on the web server (Port 80 & Port 443)
Port 443 must be open for outgoing traffic from Web server to access "api.att.com" URL
(NetGuard Only)
A user such as "MobileGuardUser" must be created to use on the Web Server. This user must
also have access to MobileGuard database. Or create an active directory user to be used on the
Web server as local admin and must be able to read, write & execute queries on MobileGuard
database.
Allow Web server to access database server (default MS SQL port is 1433)
Allow Web server to access SMTP server (default SMTP port is 25) to send emails to
administrators and to archive with Enterprise Vault.
Allow Web server to access Active Directory / LDAP server (default ports are 389 & 636) if
system needs to get/verify information from LDAP
o For AD/LDAP access, the system requires credentials to read data from the AD/LDAP
server.
o Create following roles/groups in AD to utilize AD credentials by administrators
TG_Admin: Super user of MobileGuard system.
TG_Auditor: Administrator that can view messages and run reports.
TG_Employee_Manager: Cannot view messages but able to
add/remove/update empoyees.
TG_Integration_Support: Cannot view messages but able to configure archiving
integration.
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TG_Level_One_Support: Cannot view messages but able to see configuration
for 6.empoyees/users.
TG_Policy_Manager: Can view/add/update policies.
TG_User_Manager: Cannot view messages but able to add/remove/update
administrators.
Recommend having two partitions (C Drive, D Drive) on the Web Server
Determining MobileGuard Features
SMS, MMS, Call Logs, GPS Capture and Archive Method. Administrator can turn on/off the
particular type of messages to capture from MobileGuard system.
Integration method for your Organization’s archiving system.
Features
There are several optional features available in MobileGuard’s system that allows it to interact
with other systems. Most of the features are optional and are only needed if you have a
business requirement for the feature.
WORM
The WORM feature allows the system to write copies of all message sent from the employee
devices to a network location. The message will be in raw XML form exactly as it was sent from
the device. The system will automatically create a sub-folder layout based on days to aid in
searching.
This feature can create thousands of small files a day so use only if necessary and configure a
path to a second drive (D drive).
FTP Integration
The system supports FTP integration to and from other systems. The FTP feature integrates
directly with the MobileGuard user list and allows a daily download of messages in different
formats as well as file uploads from BES servers.
The data export feature deposits files on the FTP server every night for the previous day. The
format of the files is configurable for each domain and can be simple CSV files or complex XML
files.
LDAP Integration
The normal MobileGuard employee registration process requires the employee to activate their
device and then a system administrator approves the activation. These two steps can be
automated using the MobileGuard LDAP adapter.
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The LDAP adapter can query a LDAP server to confirm employees are valid. The system will also
query the LDAP server at regular intervals and automatically terminate employees that are no
longer found.
Network Design
The standard installation footprint is to have a single web server receive messages from a
company or organization’s mobile devices along with a user interface that is located in your
DMZ which is connected to a database server. You can provide a web farm for hosting the web
applications if you will have a high volume of employee messages, e.g. a single web server (4GB
RAM & 320GB disk) can handle about 40,000/messages a day.
The following diagram illustrates the standard MobileGuard on premise network footprint.
Employees’ mobile devices will access the web application using a public IP address that is part
of the auto-registration process.
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Private Data Network
An organization can avoid exposing MobileGuard to a public IP address if all mobile devices use
a private network to access the Internet.
Encryption for Data between Carrier and MobileGuard Server
All data communication between carrier and MobileGuard is secured using the encryption
provided by the SSL Certificate Authority. MobileGuard recommends using a SSL Certificate of
2048 bits for encryption for the web server.
Installing the Application
The basic infrastructure needed to run the MobileGuard application is a web server and a
database server. You may combine the database and web server onto a single machine if the
employee count and/or message volume is low.
Application User
The application will run under a domain account. This domain account, hereafter
MobileGuardUser, will be used to access resources on the webserver and access the database.
Please create this user in your active directory.
Web Server
The MobileGuard application runs on Windows 2008 R2 Standard (Full Installation) version.
You can install the Enterprise version if you expect to create a server farm on the web server. It
is possible to run the web application outside of a domain; however, this will affect your SQL
Server authentication mode.
Once Windows 2008 R2 has been installed and all updates have been applied, add the following
roles and settings;
Web Server
1. Open Server Manager, select “Add Role”, and then select “Web Server (IIS)”.
1.1. Select “ASP.NET” under “Application Server”.
1.2. Select “FTP Server”.
1.3. You may select any other options needed for your data center.
2. Open Server Manager, select “Add Feature”, then select “.NET Framework 3.5.1 Features”.
3. Install the 4.5 .NET Framework.
3.1. Currently this can be done using the Microsoft Web Installer:
http://www.microsoft.com/en-us/download/confirmation.aspx?id=30653
4. Install Microsoft Report Viewer.
4.1. Currently this can be done using the download at:
http://www.microsoft.com/en-us/download/details.aspx?id=6610
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5. Create a folder for the MobileGuard application.
This can be anywhere on the webserver and our recommended location would be:
C:\inetpub\mobileguard.
5.1. Copy contents of \WebApp from MobileGuard installation package to the new folder.
5.2. Give permission to access the new application folder.
5.2.1. Add the IIS IUSR to the folder and confirm “Read & Execute”, “List folder contents”, and
“Read” permission.
5.2.2. Add the MobileGuardUser to the folder and confirm “Read & Execute”, “List folder
contents”, and “Read” permission.
6. Create the database for the application on your database server.
We recommend using SQL Server 2008 for the MobileGuard application. Select a name for your
database. It will be referenced later when the connection strings are configured.
6.1. Create a database using your preferred name.
6.2. Run the “database\ OnPremiseInstall.publish.sql” script from the installation package on the
new database.
6.3. Run the “database\InsertFeatures.sql” script from the installation package on the new
database.
6.4. Give the MobileGuardUser permission to access the new database.
6.4.1. Give the user db_datareader and db_datawriter permission.
7. Create the web application on the web server.
7.1. From IIS Manager, create an application for the MobileGuard application.
7.1.1. Right+Click on Application Pools and select “Add Application Pool”.
7.1.2. Enter “MobileGuardApp” as the Name.
7.1.3. Select “.NET Framework v4.0.30319” as the Framework version.
7.1.4. The pipeline mode must be integrated.
7.1.5. After creating, select “Advanced Settings…” (In the right panel).
7.1.6. Set “Idle Time-out (minutes)” value to 0 to avoid shutting down the web site.
7.1.7. Enter the MobileGuardUser in the Identity entry under Process Model.
7.2. Create the web application.
7.2.1. You may remove the default website if preferred.
7.2.2. Right+click on Sites and select “Add Web Site…”.
7.2.2.1.
Enter “MobileGuard” as the site name.
7.2.2.2.
Select “MobileGuardApp” for application pool.
7.2.2.3.
Select the folder where the application was copied for physical path.
7.2.2.4.
You can select “Test Settings…” to make sure everything is ok.
7.2.2.5.
You may select any settings for the remaining entries.
7.2.3. Select the new MobileGuard website and double click on Connection Strings from the
right panel.
7.2.3.1.
You may delete “LocalSqlServer”.
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7.2.3.2.
Go to Start menu > Administrative Tools > Internet Information Service (IIS)
Manager. Choose the website from the left, then go to “Connection Strings” and
double click to update “ApplicationServices” connection string.
Set the “ApplicationServices” value with the following value and replace the server
and other information as per your environment.
Data Source=.; Initial Catalog=mobile_guard_live; Integrated Security=True;
Note: Remember system will be connecting using the identity of “MobileGuardApp”
which was created as a User when you created the database. Make sure to keep the
same database name in the connection strings as you have set-up in Step 6.1. Also
add “”Connection Timeout=120” attribute in connection strings.
7.2.3.3.
Go to Start menu > Administrative Tools > Internet Information Service (IIS)
Manager. Choose the website from the left then go to “Connection Strings” and
double click to update “MobileGuardContext” connection string. MobileGuard
system uses a different connection string for reporting. Set the
“MobileGuardContext” value with the following value and replace the server and
other information as per your environment.
metadata=res://*/Model1.csdl|res://*/Model1.ssdl|res://*/Model1.msl;provider
=System.Data.SqlClient;provider connection string=" Data Source=.; Initial
Catalog=mobile_guard_live; Integrated Security=True;
MultipleActiveResultSets=True; App=EntityFramework"
Note: Remember system will be connecting using the identity of “MobileGuardApp”
which was created as a User when you created the database. Make sure to keep the
same database name in the connection strings as you set-up in Step 6.1. Also add
“”Connection Timeout=120” attribute in connection string.
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7.2.4. Select the new MobileGuard website and double click on Application Settings from the
right panel.
7.2.4.1.
Refer to the Application Settings section to configure the application.
7.2.5. Select the new MobileGuard website and double click on Default Documents from the
right panel.
7.2.5.1.
Please move ‘default.aspx’ at top position or add default.aspx if it does not exist
and move it to top position.
8. Create the Event Log.
8.1. Run a CMD window that has administrator permissions.
8.2. Run “CreateEventLog” from the Utility folder of the installation package.
9. Setup SSL on IIS.
9.1. If you are not using SSL, make sure the Application Setting “UseHTTPS” is set to “False”.
9.2. If you are using SSL:
9.2.1.Install a suitable certificate according to IIS instructions,
9.2.2.Bind the certificate to the MobileGuard website.
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Application Settings
You must change the default application settings to run the server properly. You can edit
“Application Settings” under your Website in Internet Information Services (IIS) on your web
server.
Email Communication
Values are automatically inserted into outgoing emails that are useful in linking back to the
server. These setting must be set to your environment.
ServerAddress
The URL to your server as visible to the employee, e.g. the
MobileGuard default is http://app.mobileguard.com
FtpConnectionPath
The FTP URL as visible from the employee’s perspective, e.g.
the MobileGuard default is ftp://app.mobileguard.com
CompanyName
The name of your company
CompanyAddress
The physical address of your company
SupportName
Name of the level 1 support group
SupportDevice
The device number to the level 1 support group
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SupportEmail
The email address to the level 1 support group.
Email Server Settings
The system uses these SMTP settings to send the archiving emails.
These settings are for an account the system can use to send the emails.
MailServerName
URL to the mail server, e.g. smtp.company.com
MailServerPort
Port to use for the mail server, e.g. 25
MailUseSSL
Flag set to true or false if the connection should be secure.
MailAccountName
The optional username to log into the mail server.
MailAccountPassword
The optional password to log into the mail server.
MailAccountAddress
The “from” email address for the sent emails.
MailAccountDisplay
The display name for the sent email
MailSendToOverride
This is an override email address that will receive all email sent
from the system. In normal operation this should be blank;
however, it can be useful during installation.
AlertEmailDestination
System send alert to the address when new companies signup. This is used for resellers.
DataUploadRootPath
This folder is used to process incoming BES logs & if the system needs to export files for the FTP
service.
The system will look at this location for uploaded files and will write out all export files. The
MobileGuardUser must read & write permissions to this folder. This is used when BES Log files
are processed and/or messages are exported in files. If you are not using the BES or exporting
files using FTP export, it is recommended to set this field to your Drive temporary folder.
WORMPath
This is the location to store all message communication if you want to store them on the file
system. You can set this to blank if you do not want to write the files. The MobileGuardUser
must read & write permissions to this folder. At times, the system may need to have a folder
name
called
Conversations
within
this
WORMPath.
(For
Example:
C:\WORMPath\Conversations)
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WhiteLabel
This setting is for reseller hosted instances and should be ignore for on premise installation.
UseHTTPS
The system will redirect to HTTPS for pages containing passwords or sensitive data. Set this to
“false” if you do not have HTTPS enable or do not have a certificate for the server. When
“false” all traffic is routed through HTTP
WebAppBack, WebAppFront & WarmServer
These attributes are used when 2 sites are installed in the environment.
The mobile application accesses the WebAppBack site. The administrator or monitoring service
(F5 load balancer) accesses the WebAppFront site.
For a single server environment, set the value to “true” for WebAppFront and WebAppBack.
Set the value of the WarmServer to “false”.
For distributed environment where multiple servers are installed:
1) First server set the value to “true” for WebAppFront and WebAppBack.
Set value to “false” for WarmServer.
2) For other servers, set the value of the WarmServer to “true”.
Set the WebAppFront and WebAppBack values to “false”.
Secure Port & UnSecurePort
These attributes are used when WebAppBack and WebAppFront are running under the same IIS
and require using different ports for SSL and non-SSL access.
Default value should be 443 and 80 for the secure port and the unsecure port.
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Running the Application for the first time
The application will initialize the database the first time you access the site. Navigate to the site
URL to start up the threads and see the “Run Once” page. This page creates the initial domain
in the system and the initial user. The system works by group messages under one or more
domain names used as email addresses for the employees. For example, company.com can be
used or us.company.com and eu.company.com can work together.
Sample value for domain: mobileguard.com.
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Logging into the Application
Log in to the application using the “admin” user name and password to view the “Dashboard”.
The dashboard is the landing page for all features and data.
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Determining MobileGuard Features
Administrator has to enable at least one feature from SMS, MMS, Voice Logs, GPS & etc.
Administrator can turn on/off particular types of messages to capture from the Administrative
console for the mobile application.
To set feature go to Dashboard > Admin (top link) > Edit the company (
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Integration with Active Directory
Please enable AD integration. Go to Dashboard > Administrator Settings
> Active Directory
Settings section > Enable Active Directory and enter Active Directory server & object root.
Sample server & object root value: LDAP://localhost:389
Please make sure the Active directory contains the following sevens (7) groups. An
administrator must belong to a particular group (be a member of a group) to have the required
permissions to access the MobileGuard system.
1. TG_Admin Super user of MobileGuard system.
2. TG_Auditor Administrator that can view messages and run reports.
3. TG_Employee_Manager Cannot view messages but able to add/remove/update
empoyees.
4. TG_Integration_Support Cannot view messages but able to configure archiving
integration.
5. TG_Level_One_Support Cannot view messages but able to see configuration for 6.
empoyees/users.
6. TG_Policy_Manager Can view/add/update policies.
7. TG_User_Manager Cannot view messages but able to add/remove/update administrators.
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Integration with LDAP
Please enable LDAP integration. Go to Dashboard > Employee Settings
> LDAP Integration
section > Enable LDAP integration > and Enter appropriate values.
Please check all three boxes for LDAP Auto-Registration (Automatically register found
employees, Automatically approve found employee, Automatically terminate missing
employee).
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Integration with CRM Web Service
Please enable CRM Web Service integration. Go to Dashboard > Employee Settings
Integration section > Enable this service and enter appropriate values.
Select Type of service to MS from drop down.
Sample Server address (URL): http://dd783c1n12:9993
> CRM
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Integration with Archiving System
Please enable SMTP Archiving Service. Go to Dashboard > Integration Settings
> SMTP
Message Export Settings
> SMTP Message Export section > Enable SMTP Message Export
and enter appropriate values.
Select the archiving format to None.
Check the box “Use RFC 2822 for email format” and enter “Export RFC 2882 Format
Department” value.
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Add Custom SMTP server for reporting emails
Please add a SMTP server for reporting/email alerts. Go to Dashboard > Integration Settings
> SMTP Message Export Settings
> Reporting SMTP Settings section > Enable Use custom
SMTP for reporting and enter appropriate values.
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Employee Registration Settings
Please set Employee registration settings. Go to Dashboard > Employee Settings
>
Employee registration section:
Please set Mode to Open registration. Check all three boxes (Automatically change status to
Active, Automatically change status to Register, Do not send activation email to employee).
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Add Support Information for Mobile Devices
Please set the Mobile support information for employee’s mobile devices.
Go to Dashboard > Mobile Devices Settings
> Mobile support information section:
Enter Support Contact Name, Device number, and Email address. Check “Forward device
report in email” box and submit. This Contact will receive device information in email log.
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Enable System Alert (Operation Team)
Please enable Operation team alerts. Go to Dashboard > Expand Report
> Expand System
Report
> Operation Team Settings section:
Enter the email to receive alerts. Set the time interval for the alerts. Check both boxes (Missing
email domain alert & Missing LDAP employee alert)
Enable Daily Missed Heartbeat Report
Please enable Daily Missed Heartbeat alerts. Go to Dashboard > Expand Report
> Expand
System Report
> Missed Heartbeat Report Settings section:
Check the box “Enable daily missed heartbeat report”. Enter the email to receive alerts.
If an administrator needs a report at any time, they may “Generate Manual Report”.
Missed Heartbeat Report Log will show the status of the service with time stamp.
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Missed Heartbeat Report
Add BES Database Entry
A Company may want to cross-check the Missed Heartbeats with a device’s BES Connection
status. Go to Dashboard > Expand Report
Report Settings
> Expand System Report
> Missed Heartbeat
> Add BES Database Entry.
Enter a “friendly” name for the specific BES that is being referenced. Then Add the BES
Connection String and Submit.
BES Database List
The Administrator will see a list of the BES servers being utilized for cross-checking purposes.
An Administrator may update this list.
Enable SMTP Message Count Alert
Please enable daily SMTP Message Count alert. Go to Dashboard > Expand Report
> Expand
System Report
> Operation Team Settings section:
Check the box “Enable SMTP daily report”. Enter the email to receive alerts. Submit.
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Troubleshooting
There are two places to check for errors. Please check the Event Viewer and look under the
Administrator’s view in order to see the errors caught by the operating system.
You may also visit our support system at http://support.mobileguard.com to view tips and
submit a ticket.
Here are the following Event ID Codes:
Low Priority
Error Code 1 = Login: In the case of any exception or error in the login process
Problem: This error occurs during the login process.
Solution: 1. Make sure the MobileGuard website user can access the database server. In the case of a
timeout, the database server must be accessible with minimum delay. Use the command prompt and
send a Ping to the database server and find out the connection delay between the MobileGuard server
and database server.
2. Make sure that the Active Directory is accessible from the MobileGuard server. Also, the Active
Directory must be accessible to the USER who is assigned in the application pool to the MobileGuard
website.
Low Priority
Event Code 2 = LoginAD: In the case of any exception or error in the active directory validation
process
Problem: This error may occur during the Active Directory validation process.
Solution: 1. Make sure that the Active Directory is accessible from the MobileGuard server.
2. Make sure that the Active Directory is accessible to the USER who is assigned in the application pool
to the MobileGuard website.
Low Priority
Event Code 3 = GLogin: In the case of any exception or error in the ghost login process.
Problem:
Solution:
Low Priority
Event Code 4 = WormPath: In the case of any exception or error in zipping/processing Worm
files.
Problem:
Solution:
Critical
Event Code 11 = MessageWebProcess: In the case of an exception or error in the processing of
a request
Problem: The server has failed to process a HTTP request that was received from the device or
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application.
Solution: The request was not processed because it contained invalid data or most likely was corrupted
during the transmission. In this case, the server responds with a failed status and the application resends
the data. The application will send the data over and over (tries every 10 minutes) until the request is
processed successfully.
This error can be ignored in the following cases:
1. Connection Timeout exception
2. Thread abort exception
Otherwise, please open a support ticket.
Critical
Event Code 12 = MessageQueueProcess: In the case of an exception or error in processing of a
message
Problem: The service failed to process a queued message, most likely due to:
1. Failed to communicate properly with database server.
2. A database action is taking a longer time to execute
Solution: 1. In the case of a timeout, the database server must be accessible with minimum delay. Use
the command prompt and send a PING to the database server and find out if there is a connection delay
between the MobileGuard server and the database server.
2. A transaction may take too much time and fail to execute. Increase the transaction execution time
from 30 seconds to 120 seconds or more in database connection string. Under IIS>MobileGuard
Website>Connection String
3. The error would be critical if this is occurring very frequently. Make sure that the server machine can
access the database server.
Critical
Event Code 18 = ConversationService: In the case of any exception or error in closing the
conversation service
Problem: The service has failed to close a conversation which is essential to export messages to the
archiving system. This may be due to:
1. A database transaction is taking a longer time to execute.
2. Failed to communicate properly with database server.
3. An internal bug that is causing this problem.
Solution: 1. In the case of a timeout, the database server must be accessible with minimum delay. Use
the command prompt and send a PING to the database server and find out if there is a connection delay
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between the MobileGuard server and the database server.
2. A transaction may take too much time and fail to execute. Increase the transaction execution time
from 30 seconds to 120 seconds or more in database connection string. Under IIS>MobileGuard
Website>Connection String
3. If this error occurs frequently, please open a support ticket.
Critical
Event Code 21 = SMSExport: In the case of any exception or error in SMTP message export
service
Problem: The service has failed to export messages to archiving.
Solution: 1. Make sure the SMTP server settings are correct under IIS MobileGuard Website application
settings. Also, make sure the MobileGuard server has no restrictions sending an email to the SMTP
server.
2. Make sure the destination address and other settings are correct in SMTP Message Export. Go to
Dashboard > Expand Integration > SMTP Messages Export (gear) settings. Verify settings.
3. Verify the settings by sending an email to the destination address (from step 2) using the SMTP server
(from step 1) via command prompt. Visit http://support.microsoft.com/kb/153119/en-us for "Telnet to
Port 25 to Test SMTP Communication"
Low Priority
Event Code 22 = SMSExportReport: In the case of any exception or error in the SMTP report
service
Problem: An error has occurred in a service while generating the SMS message count report.
Solution: 1. Make sure the custom SMTP server settings are correct. To verify go to Dashboard >
Integration > SMTP Message Export (gear) settiings > verify "Reporting SMTP Settings" values.
2. Make sure the destination email is a valid email address. Go to Dashboard > Reports > System Reports
> SMTP Message Count Report Settings > verify "SMTP daily report destination" value.
3. Make sure the custom SMTP server is accessible from the MobileGuard server. Verify the settings by
sending an email to the destination address (from step 2) using the SMTP server (from step 1) via
command prompt. Visit http://support.microsoft.com/kb/153119/en-us for "Telnet to Port 25 to Test
SMTP Communication".
Low Priority
Event Code 23 = GeneralReport: In the case of any exception or error in the reporting emails.
Problem: An error has occurred in a service while generating the SMS message count report.
Solution: 1. Make sure the custom SMTP server settings are correct. To verify go to Dashboard >
Integration > SMTP Message Export (gear) settiings > Verify "Reporting SMTP Settings" values.
2. Make sure the destination email is a valid email address. Go to Dashboard > Reports > System Reports
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> Operation Team Settings > Verify "SMTP daily report destination" value.
3. Make sure the custom SMTP server is accessible from the MobileGuard server. Verify the settings by
sending an email to the destination address (from step 2) using the SMTP server (from step 1) via
command prompt. Visit http://support.microsoft.com/kb/153119/en-us for "Telnet to Port 25 to Test
SMTP Communication".
Low Priority
Event Code 26 = BESIntegration: In the case of any exception or error when system checks the
BES database.
Problem: An error has occurred in a service which accesses the BES database.
Solution: 1. Make sure that BES databases credentials are valid and have not expired. To update the BES
database, go to Dashboard > Reports > System Reports > Missed Heartbeat Report Settings > Click on
setting icon (gear) and update the BES database.
2. Make sure that all BES databases can be accessible from the MobileGuard server using the
USER account which is used in application pool for MobileGuard website. To see the BES
databases list, go to Dashboard > Reports > System Reports > Missed Heartbeat Report Settings
> Click on setting icon (gear) to see the BES databases list.
Critical
Event Code 31 = LDAP: In the case of any exception or error in LDAP process to register an
employee
Problem: The service has failed to communicate with LDAP server.
Solution: 1. Make sure the LDAP settings are correct in LDAP Integration. Go to Dashboard > Employee
(gear) settings. Verify LDAP settings.
2. Make sure the LDAP server is accessible from the MobileGuard server.
Critical
Event Code 36 = LDAPTerminate: In the case of any exception or error in the LDAP termination
process
Problem: The service has failed to lookup a record in the LDAP server.
Solution: 1. Make sure the LDAP settings are correct in LDAP Integration. Go to Dashboard > Employee
(gear) settings. Verify LDAP settings.
2. Make sure the LDAP server is accessible from the MobileGuard server.
Low Priority
Event Code 41 = CRM: In the case of any exception or error in the CRM web service
Problem: An error has occurred during CRM interaction.
Solution: 1. Verify that the CRM service path is valid. To see/update the CRM service path, go to
Dashboard > Employee settings (gear) > CRM Integration > Check "Type of service" & "Service address
(URL)" values.
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2. Make sure the service request and response is still valid. Below is a sample of a server:
Type = Proprietary (MS)
Request Sample:
<?xml version="1.0"?>
<SOAP-Env:Envelope xmlns:SOAP-Env="http://schemas.xmlsoap.org/soap/envelope/"
xmlns:msdwHdr="http://xml.msdw.com/ns/appmw/soap/1.0/header">
<SOAP-Env:Body>
<Lookup xmlns="http://xml.msdw.com/ns/appmw/MobileEng/1.0"><Message>19178815721</Message></Lookup>
</SOAP-Env:Body>
</SOAP-Env:Envelope>
Response Sample:
<?xml version="1.0"?>
<SOAP-Env:Envelope xmlns:SOAP-Env="http://schemas.xmlsoap.org/soap/envelope/"
xmlns:msdwHdr="http://xml.msdw.com/ns/appmw/soap/1.0/header">
<SOAP-Env:Header xmlns:msdwHdr="http://xml.msdw.com/ns/appmw/soap/1.0/header">
<msdwHdr:ServiceID>Lookup</msdwHdr:ServiceID>
<msdwHdr:Timestamp>1367341845000</msdwHdr:Timestamp>
</SOAP-Env:Header>
<SOAP-Env:Body>
<Lookup Response xmlns="http://xml.msdw.com/ns/appmw/MobileEng/1.0">email,fname,lname,devicenumber</Lookup>
</SOAP-Env:Body>
</SOAP-Env:Envelope>
The second place to check for errors is the “syslog” table in the database. This table records
many incidents in the system. Level 1 and level 2 entries in syslog are information only entries,
whereas level 0 entries are critical errors. The Level 0 entries are also recorded in the
MobileGuard event list.
To see syslog, go to Dashboard > Admin (top link) > Admin Menu section > System Log.
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Version 1.0
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