Known issues in

BEMS

3.7 and

BEMS

Cloud

* When the Docs service uses the

Microsoft SharePoint Online

repository storage provider and documents are RMS protected, users with View Only permissions cannot view files on their mobile devices and the error message "The resource may have been deleted or you do not have the permission to access its location" is displayed. The

BEMS

log file logs the following error message:

rmsHttpWrapper.exe is stopped

. (GEMSS-10337)

When Mail is configured to use Passive Authentication, the “Redirect URI” field requires the FQDN of the

BEMS

instance to be lowercase or you can't log in to the dashboard. (G3SERVER-11384)

After a new silent installation of

BEMS

on-premises, you can't uninstall

BEMS

or a

BEMS

component from the control panel. For more information, visit support.blackberry.com/community to read article 82384. (G3SERVER-10400)

Workaround

: Uninstall the

BEMS

component using the user interface or command prompt.

Using the user interface.
On the computer that hosts
BEMS
, open a command prompt and navigate to the Good Installation folder. By default, the folder is located at
<drive>:\Program Files\BlackBerry\BlackBerry Enterprise Mobility Server\Good Server Installation
Type the folder name of the component folder that you want to uninstall. For example, if you want to uninstall the
Connect
service, type
cd GEMS-Connect_installation
Type,
"Change BlackBerry Enterprise Mobility Server - Connect Installation.exe" -i gui
Press
Enter
.
Follow the onscreen steps.
Using the command prompt.
On the computer that hosts
BEMS
, open a command prompt and navigate to the Good Installation folder.
Type the folder of the component or
BEMS
folder that you want to uninstall. For example, if you want to uninstall the
Connect
service, type
cd GEMS-Connect_installation
Type
"Change BlackBerry Enterprise Mobility Server - <
name of component that you are uninstalling
>" -DUSER_INPUT_USERNAME=<
BEMS account
> -DUSER_UPDATED_PASSWORD=<
password
> -DUSER_INPUT_DOMAIN=<
domain
>
For example, "Change BlackBerry Enterprise Mobility Server - Connect Installation.exe" -DUSER_INPUT_USERNAME=BEMSadmin -DUSER_UPDATED_PASSWORD=password -DUSER_INPUT_DOMAIN=example.net
Press
Enter
.
Follow the onscreen steps.

When upgrading

BEMS

on-premises, the certificate authority (CA) certificates are not available in all of the

BEMS

instances dashboard (

BEMS

System Settings >

BEMS

Configuration > Dashboard Administrators). (G3SERVER-9709)

Workaround

: After uploading the certificates, wait at least five minutes before logging in to additional instances using certificate-based authentication.

When

BEMS

is configured to use Client Certificate based authentication for Autodiscover and EWS, the IIS Server log files log an HTTP Status 413. (G3SERVER-8009)

For more information, visit support.blackberry.com/community to read article 57420.

The

BEMS

on-premises installation and upgrade becomes corrupt if the uninstall fails because it can't remove the install folder due to locks such as a command prompt open to the installation folder bin directory. (G3SERVER-7392)

When you upgrade the

BEMS

on-premises and the upgrade rolls back, if a secure certificate is bound to port 8082, the rollback process unbinds the certificate. (GEMSS-10105)

Workaround

: Perform the upgrade again and then bind the secure certificate. For more information about binding the secure certificate, see 'Configure the Connect service to receive SSL communications for a new installation' in the Configuring the BlackBerry Connect service content.

After you upgrade the

BEMS

on-premises, the Docs, the

Connect

, or the

Presence

service might not display in the dashboard. (GEMSS-9962, GEMSS-9965)

Workaround

: Run the installer and select

Repair

for the installation type.

In a

Cisco Unified Communications Manager

IM and Presence service environment when FIPS is enabled in the

BEMS

on-premises Dashboard, and you upgrade

BEMS

from an earlier version, the users' presence status might stop working. (GEMSS-9959)

Workaround

: Restart the

Good Technology Common Services

.

If you uninstall only the Docs service, the on-premises

BEMS

Dashboard might not be available after the service is uninstalled. (GEMSS-9957)

Workaround

: Restart the

Good Technology Common Services

.

After uninstalling the

BEMS

on-premises, the Good Technology folder isn't removed from the following registry location: HKEY_LOCAL_MACHINE\SOFTWARE\. (GEMSS-9886)

Workaround

: Manually remove the Good Technology folder.

Important

: Make a backup of the registry before making any changes.

The on-premises

BlackBerry Connect

service fails to start and the

Connect

log files log the following error message:

Initialization failed

. (GEMSS-9783)

Workaround

: Use friendly names for certificates and add the certificate friendly name to the

BlackBerry Connect

server configuration file. For more information, visit support.blackberry.com/community to read article 63178.

Accessing the Docs Self-Service web console using

Mozilla Firefox

Private Windows is not supported. (GEMSS-9654)

After enabling FIPS and restarting the

Good Technology Common Services

in a

Cisco Unified Communications Manager

IM and Presence service environment, users can't view other user's

Presence

status. The

BEMS

log files log the following error message:

Invalid session key Ensure the user is logged in or try logging in the user again

. (GEMSS-9365)

Workaround

: Stop and then start the

Good Technology Common Services

twice.

In environments configured for

Skype for Business

on-premises using not-trusted application mode,

BlackBerry Connect

users might not see the presence status of other users. (GEMSS-9177)

Workaround

: Move the

BlackBerry Connect

app to the background and then to the foreground.

After enabling FIPS in a

Cisco Unified Communications Manager

IM and

Presence

Service environment that is already configured with the on-premises

BEMS-Presence

service, the

Presence

status of users disappears in the

BlackBerry Work

app. For more information, visit support.blackberry.com/community to read article 58255. (GEMSS-9158, GEMSS-9018)

Workaround

: Complete the following steps:

In the
BEMS
Dashboard, enable FIPS.
On the computer that hosts
BEMS
, open the
com.good.gcs.jabber.presenceprovider.config.impl.JabberPresenceProviderConfigImpl.cfg
file. By default, the file is located at C:\Program Files\BlackBerry\BlackBerry Enterprise Mobility Server\Good Server Distribution\gems-quickstart-<
version
>\etc.
Search for
jabber.application.user.password
and delete the value.
Save the file.
In the
Windows
Service Manager, restart the
Good Technology Common Services
service.
In the
BlackBerry Enterprise Mobility Server Dashboard
, under
BlackBerry Services Configuration
, click
Presence
.
Click
Jabber
.
In the
Application Password
field, enter the password.
Click
Test
to verify the fields are completed. The test does not verify that the information in the fields is accurate.
Click
Save
.
In the
Windows
Service Manager, restart the
Good Technology Common Services
service.
Close the
BlackBerry Work
app. Start the
BlackBerry Work
app. 

In some environments configured for

Skype for Business

on-premises using non-trusted application mode, a user’s contacts presence status disappears from

BlackBerry Work

. For more information, visit support.blackberry.com/community to read article 57489. (GEMSS-8815, GEMSS-8924)

Workaround

: Restart the

Good Technology Common Services

after you modify the

Presence

service the first time in the

BEMS

Dashboard.

For more information, visit support.blackberry.com/community to read article 57489.

When you run a diagnostic report in the

BlackBerry Work

app, the Out of office setting isn't displayed, might display <

empty

>, or Not determined in the

Presence

section of the report. (GEMSS-8319)

When enabling proxy support for the

Connect

service, if you do not enter the same Web Proxy information for the

Connect

service (BlackBerry Services Configuration > Connect > Web Proxy) and the

BEMS

System Settings (

BEMS

Configuration > Web Proxy), the proxy settings might not work as expected. For more information, visit support.blackberry.com/community to read article 56355. (GEMSS-7122)

Workaround:

You must enter the Web Proxy settings in both locations of the

BEMS

Dashboard.

Users in a

Microsoft Office Web Apps

(OWA) or Office Online Server environment cannot view or edit

Microsoft Office

files in

BlackBerry Access

. The Office Online Server log files display

Could not create SSL/TLS secure channel

. (GEMSS-7056)

Workaround:

Complete the following steps:

Sometimes, in a

BEMS

on-premises environment when users upload a file to a group discussion the upload fails and the

Connect

log files log the message

Exception while writing file to temp dir

. (GEMSS-6969, GEMSS-7753)

In an on-premises

Skype for Business

with the

Connect

service configured for non-trusted mode, users do not receive a notification to indicate that they are logged in to more than one

BlackBerry Connect

app. (GEMSS-6834)

In an on-premises

Skype for Business

environment that is configured for non-trusted mode, a contact's work phone number is not displayed. (GEMSS-6527)

In an on-premises

Skype for Business

environment with the

Connect

service configured for non-trusted application mode, users can't log in to

BlackBerry Connect

when users' email addresses are different than their login name. (GCC-7752)

Workaround

: In the

BlackBerry UEM

management console, enable "Use explicit UPN" in the

BlackBerry Dynamics

global properties before users log in to

BlackBerry Connect

. For more information, see “Configure BlackBerry Dynamics properties" in the BlackBerry UEM Configuration content.