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  2. BlackBerry AtHoc
  3. BlackBerry AtHoc Integrations
  4. BlackBerry AtHoc CylanceGuard Integration
  5. Troubleshoot the BlackBerry AtHoc CylanceGUARD integration
  6. Use the BlackBerry AtHoc Diagnostic 1 module for basic troubleshooting

Use the
BlackBerry AtHoc
 Diagnostic 1 module for basic troubleshooting

All details about an alert are stored in the
BlackBerry AtHoc
 Diagnostic 1 module. The
BlackBerry AtHoc
 Diagnostic 1 module also stores a simplified version of the API request and response. Each entry in the
BlackBerry AtHoc
 Diagnostic 1 module includes two fields that have a Security Incident ID and Case Number.
Complete the following steps to troubleshoot a User Sync failed or Alert Sending failed error on the Alert Tracking page.
  1. In the filter navigator, type
    BlackBerry AtHoc Diagnostic 1
    .
  2. Under
    BlackBerry AtHoc
    , Click
    BlackBerry AtHoc Diagnostic 1
    .
  3. In the
    BlackBerry AtHoc Diagnostic 1
     table, in the alerts list, click to open the alert record that displayed the error message on its Alert Tracking page.
  4. In the open alert record, look for the status and a detailed message about the user sync error. The
    USER-SYNC API
     section stores the details for the USER-SYNC API response including its status. The status can have the following values: Error, Success, Partial Success.
    The USER-SYNC API section
  5. On the open alert record, look for the status and a detailed message about Alert Sending failed error. The
    ALERT PUBLISH API
     section stores the details for the ALERT PUBLISH API status. The status can have the following values: Error, Success, Partial Success.
    The Alert Publish API section of the Alert Tracking page
The
BlackBerry AtHoc
 Diagnostic 1 table does not store the exact response data for APIs. It stores specific data that must be updated on the
BlackBerry AtHoc
 Alert table.
To view the exact Request and Response for the APIs, view the BlackBerry AtHoc Diagnostic 2 table. See Use the BlackBerry AtHoc Diagnostic 2 table for advanced troubleshooting for details.