Blackberry Smartphones Technical Information download pdf (Page 2)

SUPPORTING BLACKBERRY® SMARTPHONES TECHNICAL GUIDE

TABLE OF CONTENTS

Support BlackBerry® Smartphones Using Bomgar 3

Start a Support Session with a BlackBerry® Smartphone 4

How a Support Session Looks on a BlackBerry® 7

Switch Applications while Screen Sharing with a BlackBerry® 8

Use Special Actions to Switch Applications 8

Use Keystrokes to Switch Applications 9

Use Time-Saving Keystrokes while Supporting a BlackBerry® 10

End the BlackBerry® Support Session 11

Bomgar Buttons for BlackBerry® Smartphones 12

Settings and Options for Bomgar Buttons for BlackBerry® 13

Install a Bomgar Button for BlackBerry® During a Support Session 14

Use a Bomgar Button for BlackBerry® to Request Support 15

Using BES to Deploy Bomgar Buttons for BlackBerry® 16

Define the Profile for the Bomgar Button for BlackBerry® 17

Create a Bomgar Button for BlackBerry® Deployment 18

Download the Bomgar Button for BlackBerry® 19

Upload and Deploy the Bomgar Button via BES 20

BlackBerry® Device Connection Methods 23

BlackBerry® Permissions for Running the Bomgar Customer Client 24

BlackBerry® Policies for Allowing Bomgar Support 25

How to Set a Default Software Policy on BES 26

Set SSL Ciphers in the Bomgar Appliance Administrative Interface 27

Troubleshoot BlackBerry® Support 28

BlackBerry® Simulator 28

Bomgar Client Connection/Installs Fail 28

Common Solutions to Troubleshoot Bomgar BlackBerry® Support 29

Appendix: BlackBerry® Limitations 30

Appendix: BES, MDS, BIS 31

CONTACT BOMGARinfo@bomgar.com|866.205.3650 (US)|+44 (0) 1628 480 210 (UK/EMEA) BOMGAR.COM 2

© 2013 Bomgar Corporation. All rights reserved worldwide. BOMGAR and the BOMGAR logo are trademarks of Bomgar Corporation; other trademarks shown are the property of their respective owners. TC: 1/9/2014

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