Blackberry Smartphones Technical Information

Supporting BlackBerry® SmartphonesTechnical Guide© 2013 Bomgar Corporation. All rights reserved worldwide. BOMGAR and the BOMGAR logo are trademarks o

USE TIME-SAVING KEYSTROKES WHILE SUPPORTING A BLACKBERRY®The following hot keys are available to control the BlackBerry® when the representative conso

END THE BLACKBERRY® SUPPORT SESSIONAt any time, the remote customer may terminate the support session. If your customer wants to endthe session, he or

Bomgar Buttons for BlackBerry® SmartphonesNote: Bomgar Buttons for BlackBerry® Smartphones are available with Bomgar 10.5 and later. This article cove

SETTINGS AND OPTIONS FOR BOMGAR BUTTONS FOR BLACKBERRY®If your service desk has a specific queue or team for handling BlackBerry® support, you may wis

INSTALL A BOMGAR BUTTON FOR BLACKBERRY® DURING A SUPPORTSESSIONDuring a support session, a Bomgar Button can be deployed by a representative to a Blac

USE A BOMGAR BUTTON FOR BLACKBERRY® TO REQUEST SUPPORTAfter Bomgar Buttons have been installed, end-users will see Bomgar as an application ontheir Bl

Using BES to Deploy Bomgar Buttons for BlackBerry®Note: Bomgar Buttons for BlackBerry® Smartphones are available with Bomgar 10.5 and later. Mass depl

DEFINE THE PROFILE FOR THE BOMGAR BUTTON FOR BLACKBERRY®To create a Bomgar Button for BlackBerry® deployment, log into the Bomgar administrative inter

CREATE A BOMGAR BUTTON FOR BLACKBERRY® DEPLOYMENTUse the Mass Deployment Wizard to create a BES-deployable Bomgar Button. Here is an explanation for e

DOWNLOAD THE BOMGAR BUTTON FOR BLACKBERRY®Once you have created a new Bomgar Button, you will be able to download aBES-deployable version for the Blac

SUPPORTING BLACKBERRY® SMARTPHONES TECHNICAL GUIDETABLE OF CONTENTSSupport BlackBerry® Smartphones Using Bomgar 3Start a Support Session with a BlackB

UPLOAD AND DEPLOY THE BOMGAR BUTTON VIA BESNote: The purpose of this section is to clarify the application control policies Bomgar recommends for BES-

Bomgar recommends modifying the application control policyfor the BlackBerry® Bomgar Button. Please set the followingBlackBerry Policies to Allowed:l

Finally, add the new software configuration policy to a user,group, or role.After you have enacted the new software configuration policy, end-users wi

BlackBerry® Device Connection MethodsStep 1Step 2Step 3Step 4Companies using the BlackBerry Mobile Data System (MDS) should be aware thatconnecting to

BlackBerry® Permissions for Running the Bomgar CustomerClientWhen the Bomgar customer client runs, it attempts to set all of its permissions to Allow.

BlackBerry® Policies for Allowing Bomgar SupportEnterprise Bomgar customers who are using Bomgar softwareversion 10.5 and greater may deploy Bomgar Bu

How to Set a Default Software Policy on BES1. Open your BES administration utility.2. Select the BlackBerry Domain.3. Click on the Software Configurat

Set SSL Ciphers in the Bomgar Appliance AdministrativeInterfaceIn the /appliance interface, the Bomgar Appliance must have enabled the TLS_RSA_WITH_RC

Troubleshoot BlackBerry® SupportBLACKBERRY® SIMULATORUse BlackBerry Smartphone Simulators to demonstrate and test how the BlackBerry Device Software,

COMMON SOLUTIONS TO TROUBLESHOOT BOMGAR BLACKBERRY® SUPPORTProblem Cause SolutionBlackBerry device asks youto rebootYou may have an older version ofBl

Support BlackBerry® Smartphones Using BomgarBomgar allows support representatives to access and support remote BlackBerry® Smartphones. This guide pro

Appendix: BlackBerry® LimitationsSprites, such as radio traffic arrows, the hourglass, the browser arrow cursor, and caps- and alt-lock indicators may

Appendix: BES, MDS, BISBES – BlackBerry Enterprise Server:l Is for enterprises using Exchange, Lotus Domino, or Novell Groupwisel Includes push IT pol

Start a Support Session with a BlackBerry® SmartphoneBomgar enables you to support unmanaged BlackBerry® Smartphones on an ad hoc basis. There are two

The user must click View to see the permissions. Once on the permissions screen, the user mustpress Escape and then Save when prompted. The screen dis

The user must click View to see the permissions. Once on the permissions screen, the user mustpress Escape and then Save when prompted. The screen dis

How a Support Session Looks on a BlackBerry®Once connected to a remote BlackBerry® Smartphone, support representatives can chat with customers, view a

SWITCH APPLICATIONS WHILE SCREEN SHARING WITH A BLACKBERRY®Navigating applications on a BlackBerry Smartphone can add time to a remote support session

USE KEYSTROKES TO SWITCH APPLICATIONSDuring a support session with a BlackBerry Smartphone, youcan use the keystroke Alt+Esc to display the "Swit