Supporting the UEM deployment

Many of the items to consider when planning the support of your BlackBerry UEM deployment are similar to items you looked at when you assessed your organization's environment.

Hardware issues

Possible issues

Mitigation options

  • The hardware does not work or does not meet UEM requirements
  • Not all hardware is available
Before the planned installation date:
  • Check all hardware before the planned installation date to verify that it is in working order and that it meets all hardware requirements.
  • Prepare one or two extra computers in case a computer stops working on the planned installation date.

During installation, if you must install multiple instances of UEM, stage the deployment so that you complete a full installation on one computer first to make sure that all hardware is working.

Software issues

Possible issues

Mitigation options

  • Port conflicts
  • The computers operating system does not meet UEM requirements
  • The UEM setup application does not work
Before the planned installation date:
  • Run the UEM Readiness Tool on the computers you plan to install UEM on. The Readiness Tool helps you determine whether or not the computers meet the minimum requirements for installing UEM.
  • Make sure all application servers, such as Exchange ActiveSync and the mail servers, are active, running, and tested.

Network issues

Possible issues

Mitigation options

  • Required firewall ports are not open
  • UEM instances cannot communicate with each other
  • UEM cannot communicate with the BlackBerry Infrastructure
  • UEM cannot communicate with application or content servers
Before the planned installation date:
  • Run the UEM Readiness Tool on the computers that you plan to install UEM on. The Readiness Tool helps you determine whether or not the computers meet the minimum requirements for installing UEM.
  • Create a detailed list of the ports that are required. Confirm with your networking team that the ports are open.
  • UEM services do not support SSL Termination, SSL Offloading, SSL Packet Inspection or Deep Packet Inspection. Ensure these endpoint services are not enabled on your proxy/firewall. For more information, see KB 36470.

User, device, device control, and license issues

Possible issues

Mitigation options

  • Users were added between the time of planning and the time of deployment
  • The type of activation planned for each user group was changed
  • Test activations are not working

Depending on device type, number of devices, and activation type, you may have fewer licenses than you need when it is time to activate devices. In this case, you can activate only the key users and add more licenses as soon as possible.

When dealing with activation, app, IT policy or profile issues during deployment, make sure that:
  • You have enough licenses for the activation type.
  • You have created or imported the correct IT policies and profiles and assigned them to the user that you are testing.
  • If you are not registering users with the BlackBerry Infrastructure, make sure that you have the correct UEM web address to enter during activation.
  • Application servers are accessible by the devices and by UEM.
  • The devices are compatible with UEM.

Database issues

Possible issues

Mitigation options

The UEM database does not install
Before the planned installation date:
  • Check all hardware before the planned installation date to verify that it is in working order and that it meets all UEM hardware requirements.
  • Verify that SQL Server permissions are set to allow the creation of the database.
  • Install and test the database using createdb. For instructions, see the Installation and upgrade content.
  • Test all connectivity between the computer that will host UEM and the database.

Returning to a previous environment

Most organizations cannot afford a long service interruption while troubleshooting. Before a database upgrade, you should plan for the ability to return to the previous environment, in case any issues arise.

Returning to the previous environment is not as simple as stopping the upgrade, especially if data was being migrated when an issue occurred. To prepare to return to your previous environment, before the planned installation date:
  • Back up the existing databases. (By default, the UEM setup application backs up the existing database.)
  • If you use a virtual environment, take a snapshot of it.

If you encounter an issue during or after installing UEM, collect data about the issue before you return to your previous environment so that you can determine the root cause.

For more information about backing up the UEM database, see the Installation and upgrade content.

For more information about troubleshooting a UEM installation and upgrade, see KB 49655.