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Last update: . Author: Cyril LEROY .

BlackBerry Enterprise Server (BES) Log Scanning: Cannot Open Log Folder

GSX Monitor can retrieve information from log files generated by several BlackBerry Enterprise Server (BES) components. These are text files stored on the BES server's local file system that GSX Monitor will need to read if Log Scanning is enabled. BES Log scanning is only possible if the path to the log folder is accessible from the GSX Monitor server at the network and firewall level.

This article describes a procedure to validate a network share connection using the Net Use tool available in Windows. This may help you discover if there is an issue with the host name, credentials or the path to the log files.

BES 4 to BES 5.x

Symptoms

  • Cannot open log folder on <host name>. 

How to Solve the Issue

First we need to identify the host names and paths to the log folders that are being scanned during the BES Log scan. Then we will check the network path to these folders using a command prompt to verify the connection at the Windows level.

  1. First check if the BES services are distributed on multiple hosts.
  2. From the Main View, open the BlackBerry server configuration (select server and Ctrl+E).
  3. Select the Connectivity tab and write down the host name:
  4. Select the Services Settings tab, write down all the server names configured (they will be part of the scan):

There are 3 different hosts in the example above, you may only have 1.

Now that we have the host names used in the configuration, we need to check what the file path is:

  1. In the same configuration wizard, select the Log Scanning tab.
  2. Identify the Log Folder path and the user credentials configured to remotely access the logs on the BES server(s):

The path of the log folders must be the same for all configured hosts, as it is not possible to configure the individual log paths for each server in a distributed BES environment.

It is important to note that if you are running GSX Monitor as a service, you will need to specify credentials for log scanning. The default local system account will not be able to access remote folders.

To test the connectivity outside of GSX Monitor:

  1. Run a Command Prompt as an Administrator.
  2. Type NET USE * \\SERVER\LogPath /U:domain\user
    • SERVER is the BES server name in its FQDN format e.g. gsxbes003.ent.gsx.com
    • LogPath is the path to the BES log folder. This is \logs by default but this could have been changed.
  3. Enter the password for the current Windows user.
  4. This NET USE command will create a network drive mapped to the remote shared folder.
  5. You can use Windows Explorer to validate that there are log files in the mapped folder.

To remove any mapped drive, after you have finished testing:

  1. List all current mapped drives, using NET USE.
  2. Identify the mapped drive that has been added previously.
  3. To remove a mapped network drive, use NET USE /DELETE driveletter

Running these tests will prove that there is permission to access the folders using the current Windows users credentials. Check that these are the credentials being used in the Log Scanning configuration.

If the tests above fail with the current Windows users credentials, then they do not have permission to read the folders.

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