Supporting the 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 issue
Mitigation options
  • The hardware does not work or does not meet
    BlackBerry 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
    BlackBerry UEM
    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
    BlackBerry UEM
    , stage the deployment so that you complete a full installation on one computer first to make sure that all hardware is working.
  • Install the
    BlackBerry Router
    later (if applicable).

Software issues

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

Network issues

Possible issue
Mitigation options
  • Required firewall ports are not open
  • BlackBerry UEM
    instances cannot communicate with each other
  • BlackBerry UEM
    cannot communicate with the BlackBerry Infrastructure
  • BlackBerry UEM
    cannot communicate with application or content servers
Before the planned installation date:
  • Run the
    BlackBerry UEM
    Readiness Tool on the computers you plan to install
    BlackBerry UEM
    on. The
    BlackBerry UEM
    Readiness Tool helps you determine whether or not the computers meet the minimum requirements for installing
    BlackBerry UEM
    .
  • Create a detailed list of the ports that are required. Confirm with your networking team that the ports are open.

User, device, device control, and license issues

Possible issue
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
    BlackBerry UEM
    web address to enter during activation.
  • Application servers are accessible by the devices and by
    BlackBerry UEM
    .
  • The devices are compatible with
    BlackBerry UEM
    .

Database issues

Possible issue
Mitigation options
  • The
    BlackBerry UEM
    database does not install
  • The existing
    BES5
    database is not accessible
  • The upgrade from
    BES5
    to
    BlackBerry UEM
    does not complete
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
    BlackBerry UEM
    hardware requirements.
  • Install and test the database.
  • Test all connectivity between the computer that will host
    BlackBerry UEM
    and the database.
  • Perform a test upgrade of a copy of the
    BES5
    database. For more information about backing up the
    BES5
    database before an upgrade, see the
    BES5
    Administration Guide
    .

Returning to a previous environment

Most organizations cannot afford a long service interruption while troubleshooting. Therefore, 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
    BlackBerry 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
BlackBerry UEM
, collect data about the issue before you return to your previous environment so that you can determine its root cause.
For more information about backing up the
BES5
BlackBerry Configuration Database
, see the
BES5
Administration Guide
.
For more information about backing up the
BlackBerry UEM
database, see the Installation and upgrade content.