BlackBerry Client for IBM Lotus Quickr

v0.01 | 711-01896-123 | 2009 Research In Motion Limited

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DAMAGES WERE FORESEEN OR UNFORESEEN, AND EVEN IF RIM HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW IN YOUR JURISDICTION, RIM SHALL HAVE NO OTHER OBLIGATION, DUTY, OR LIABILITY WHATSOEVER IN CONTRACT, TORT, OR OTHERWISE TO YOU INCLUDING ANY LIABILITY FOR NEGLIGENCE OR STRICT LIABILITY. THE LIMITATIONS, EXCLUSIONS, AND DISCLAIMERS HEREIN SHALL APPLY: (A) IRRESPECTIVE OF THE NATURE OF THE CAUSE OF ACTION, DEMAND, OR ACTION BY YOU INCLUDING BUT NOT LIMITED TO BREACH OF CONTRACT, NEGLIGENCE, TORT, STRICT LIABILITY OR ANY OTHER LEGAL THEORY AND SHALL SURVIVE A FUNDAMENTAL BREACH OR BREACHES OR THE FAILURE OF THE ESSENTIAL PURPOSE OF THIS AGREEMENT OR OF ANY REMEDY CONTAINED HEREIN; AND (B) TO RIM AND ITS AFFILIATED COMPANIES, THEIR SUCCESSORS, ASSIGNS, AGENTS, SUPPLIERS (INCLUDING AIRTIME SERVICE PROVIDERS), AUTHORIZED RIM DISTRIBUTORS (ALSO INCLUDING AIRTIME SERVICE PROVIDERS) AND THEIR RESPECTIVE DIRECTORS, EMPLOYEES AND INDEPENDENT CONTRACTORS. IN ADDITION TO THE LIMITATIONS AND EXCLUSIONS SET OUT ABOVE, IN NO EVENT SHALL ANY DIRECTOR, EMPLOYEE, AGENT, DISTRIBUTOR, SUPPLIER, INDEPENDENT CONTRACTOR OF RIM OR ANY AFFILIATES OF RIM HAVE ANY LIABILITY ARISING FROM OR RELATED TO THE DOCUMENTATION. Prior to subscribing for, installing or using any Third Party Products and Services it is your responsibility to ensure that your airtime service provider has agreed to support all of their features. Some airtime service providers may not offer Internet browsing functionality with a subscription to BlackBerry Internet Service. Check with your service provider for availability, roaming arrangements, service plans and features. Installation or use of Third Party Products and Services with RIM's products and services may require one or more patent, trademark, copyright or other licenses in order to avoid infringement or violation of third party rights. You are solely responsible for determining whether to use, Third Party Products and Services and if any third party licenses are required to do so. If required you are responsible for acquiring them. You should not install or use Third Party Products and Services until all necessary licenses have been acquired. Any Third Party Products and Services that are provided with RIM's products and services are provided as a convenience to you and are provided "AS IS" with no express or implied conditions, endorsements, guarantees, representations or warranties of any kind by RIM and RIM assumes no liability whatsoever, in relation thereto. Your use of Third

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Party Products and Services shall be governed by and subject to you agreeing to the terms of separate licenses and other agreements applicable thereto with third parties, except to the extent expressly covered by a license or other agreement with RIM. Certain features outlined in this documentation require a minimum version of BlackBerry Enterprise Server software, BlackBerry Desktop Software, and/or BlackBerry Device Software and may require additional development or Third Party Products and Services for access to corporate applications. This product includes software developed by the Apache Software Foundation (http://www.apache.org/) and/or licensed pursuant to Apache License, Version 2.0 (http://www.apache.org/licenses/). For more information, see the NOTICE.txt file included with the software. Unless required by applicable law or agreed to in writing, software distributed under the License is distributed on an "AS IS" BASIS, WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied. See the License for the specific language governing permissions and limitations under the License. The terms of use of any RIM product or service are set out in a separate license or other agreement with RIM applicable thereto. NOTHING IN THIS DOCUMENTATION IS INTENDED TO SUPERSEDE ANY EXPRESS WRITTEN AGREEMENTS OR WARRANTIES PROVIDED BY RIM FOR PORTIONS OF ANY RIM PRODUCT OR SERVICE OTHER THAN THIS DOCUMENTATION.

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About this training

This training material was designed under the assumption that all required prerequisites are completed by participants before attending the session. The manual was designed to accompany a presentation delivered by a Research In Motion (RIM) recognized instructor. To avoid negatively impacting the quality of the learning experience, RIM recommends participants complete the prerequisites or that a presentation accompanies the manual.

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Contents

Contents
BlackBerry Client for IBM Lotus Quickr......................... 11
Introduction......................................................................................................... 11 Log in to the BlackBerry Client for IBM Lotus Quickr................................... 11 Libraries and folders ......................................................................................... 12 Working with files.............................................................................................. 12 Roles and permissions ...................................................................................... 13 BlackBerry Social Networking Application Proxy for IBM Lotus Quickr... 13 Architecture: BlackBerry Social Networking Application Proxy and the BlackBerry Client for IBM Quickr.................................................................... 13 Technical support information ........................................................................ 15

Installation and initial setup.................................................................. 16

Pre-requisites..................................................................................................... 16 Installation ......................................................................................................... 16 Post installation..................................................................................................17 Configuration ......................................................................................................17

Troubleshooting....................................................................................... 19
Initial troubleshooting ...................................................................................... 19 Troubleshooting the BlackBerry Social Networking Application Proxy... 20 Error messages................................................................................................... 21

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Introduction
The purpose of this reference guide is to provide BlackBerry Technical Support representatives with information on troubleshooting issues related to BlackBerry Client for IBM Lotus Quickr. The BlackBerry Client for IBM Lotus Quickr allows BlackBerry smartphone users to do the following: Organize files and folders Email document links to colleagues Create folders, mark libraries as favorites, and sort libraries, folders, and files Preview, download and edit documents and files These features are only available to users with proper permissions.

Note

Log in to the BlackBerry Client for IBM Lotus Quickr

1. 2. 3. On the Home screen or in the appropriate folder, click the BlackBerry Client for IBM Lotus Quickr icon. Type the user name and password. Click Login.

To log out of the BlackBerry Client for IBM Lotus Quickr, press the Menu key. Click Logout.

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Libraries and folders

Libraries contain the folders and files that can be uploaded and shared with colleagues. New libraries can only be created using IBM Lotus Quickr on the computer. The following features are available in BlackBerry Client for IBM Lous Quickr: Library Details - View a library's description, author, creation date and date the library was last modified. Recent Libraries - View recently visited libraries The BlackBerry Client for IBM Lotus Quickr automatically tracks the 20 most recently visited libraries. Up to 20 libraries, and 20 folders can be stored as favorites on the BlackBerry smartphone.

Note
Favorite Libraries - View libraries and folders you previously marked as favorites, and navigate directly to items with a single click Add as Favorite - Mark a library as a favorite Sort Libraries - Library contents, folders or files can be sorted by title, creation date, and the date when the library contents, files, or folder were last modified. Send email message - Send an email message to a library owner or folder owner

Working with files

When using BlackBerry Client for IBM Lotus Quickr to work with files, BlackBerry smartphone users can do the following: Preview a file Edit a file Download a file Upload a file Check in a file Check out a file Cancel a file checkout Replace a file Email a link to a file

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Send an email message to the author of a file Delete a file

Roles and permissions

Roles and permissions control access to libraries, folders and files. Depending on role and permissions, a BlackBerry smartphone user might not be able to upload files, download files, edit files, check out a document, or check in a document. Roles and permissions can only be assigned by an administrator using the IBM Lotus Quickr desktop version.

BlackBerry Social Networking Application Proxy for IBM Lotus Quickr

The BlackBerry Social Networking Application Proxy server acts as a gateway between the BlackBerry smartphone and team collaboration software such as IBM Lotus Quickr. The BlackBerry Social Networking Application Proxy communicates with the team collaboration software using APIs that are unique to the software. The BlackBerry Social Networking Application Proxy is designed to optimize the data that the team collaboration software sends to BlackBerry smartphones. Optimization helps to improve the responsiveness of applications running on BlackBerry devices.

Architecture: BlackBerry Social Networking Application Proxy and the BlackBerry Client for IBM Quickr

The BlackBerry Social Networking Application Proxy is part of a client and server solution that provides access to IBM Lotus Quickr on BlackBerry smartphones.

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Component
BlackBerry Client for IBM Lotus Quickr

Description
The BlackBerry Client for IBM Lotus Quickr is the application that provides access to the team collaboration and content sharing features of IBM Lotus Quickr from BlackBerry smartphones. The BlackBerry Client for IBM Lotus Quickr communicates with the BlackBerry Social Networking Application Proxy using the BlackBerry MDS Connection Service which runs on the BlackBerry Enterprise Server. The BlackBerry Social Networking Application Proxy is designed to optimize the data that travels between BlackBerry smartphones and the IBM Lotus Quickr server. The BlackBerry Social Networking Application Proxy communicates with the IBM Lotus Quickr server using APIs that are specific to IBM Lotus Quickr. IBM Lotus Quickr is team collaboration and content sharing software for organizations. The software runs on the IBM Lotus Quickr server.

BlackBerry Social Networking Application Proxy

IBM Lotus Quickr server

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Technical support information

System requirements
Item
Server

Requirement
Intel 2.40 GHz dual-core processor (or greater) Minimum 2 GB of RAM available Dedicated server that does not run other applications might help improve performance Access to the BlackBerry MDS Connection Service from your organization's network The BlackBerry Social Networking Application Proxy and the IBM Lotus Quickr server should be located on the same LAN to help improve performance Windows Server 2003 (32-bit) with Service Pack 2 All required service packs for the operating system BlackBerry Enterprise Server for Microsoft Exchange 4.1.6, 5.0, or 5.01 BlackBerry Enterprise Server for IBM Lotus Domino 4.1.6, 5.0, or 5.0.1

Operating system

BlackBerry Enterprise Server

BlackBerry MDS Connection Service IBM Lotus Quickr BlackBerry smartphone

Registered with the BlackBerry Enterprise Server Version 8.1.1 for J2EE BlackBerry Curve 8300 Series, and BlackBerry 8800 Series running BlackBerry Device Software 4.5.0 BlackBerry Bold 9000 smartphone running BlackBerry Device Software 4.6.0 BlackBerry Curve 8900 smartphone, BlackBerry Curve 8350i smartphone, BlackBerry Curve 8520 smartphone running BlackBerry Device Software 4.6.1 BlackBerry Storm 9500 smartphone running BlackBerry Device Software 4.7 BlackBerry Tour 9630 smartphone running BlackBerry Device Software 4.7.1 Supported BlackBerry smartphones must be provisioned on the BlackBerry Enterprise Server

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Installation and initial setup

Pre-requisites
Get the service configuration web address for IBM Lotus Quickr formatted as http://<server_name>:<port> Port 22443 must be available on the Social Networking Application Proxy server The server account used to install the BlackBerry Social Networking Application Proxy must have permission to create a service.

Note

Installation
To install the BlackBerry Client for IBM Lotus Quickr, complete the following steps: 1. 2. 3. Install the BlackBerry Social Networking Application Proxy. Import IT policies into the BlackBerry Enterprise Server. Allow trusted connections between the BlackBerry Social Networking Application Proxy and the BlackBerry MDS Connection Service. Distribute the BlackBerry Client for IBM Lotus Quickr to the BlackBerry smartphones in a user group. The BlackBerry Social Networking Application Proxy can run with other applications, but to optimize its performance it is recommended that it be installed on a dedicated server that does not run any other applications.

4.

Note
For information on installing and configuring BlackBerry Client for IBM Lotus Quickr, see the BlackBerry Client for IBM Lotus Quickr - User Guide and the BlackBerry SNAP - Installation and Configuration Guide.

Post installation
After installing the BlackBerry Social Networking Application Proxy, verify that it is running, by completing the following steps:

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1.

In the BlackBerry Browser on a BlackBerry smartphone, type https://<SNAP_server_name>:22443/qkr-100/ services. In a browser on the computer, type the following web addresses: https://{SNAP_server_name}:22443/snapconsole If prompted for a usename and password, the server is operating correctly. The default username and password is admin SNAPpsw

2.

Note

Configuration
Most installations should not require any configuration changes but if necessary, the following configuration changes can be made: Change the default password for the BlackBerry Social Networking Application Proxy Change the listening ports on the BlackBerry Social Networking Application Proxy Enable the BlackBerry Social networking Application Proxy for use with a proxy server to report usage information Enable the BlackBerry Social networking Application Proxy for use with a single sign-on solution View statistics reports for the BlackBerry Social Networking Application Proxy Change the maximum size of the files that BlackBerry smartphone users download from the IBM Lotus Quickr Change the maximum size of the files that BlackBerry smartphone users upload to the IBM Lotus Quickr Change the email message that users send to distribute the BlackBerry Client for IBM Lotus Quickr Change the number of concurrent connections from the BlackBerry Social Networking Application Proxy to the IBM Lotus Quickr server Change the mapping to the IBM Lotus Quickr server

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Configure logging for the BlackBerry Social Networking Application Proxy

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Troubleshooting
Initial troubleshooting
For information on troubleshooting issues associated with the BlackBerry Client for IBM Lotus Quickr, visit www.blackberry.com/ support and search lotus quickr. When troubleshooting a BlackBerry Client for IBM Lotus Quickr issue that is not documented in a knowledge base article, make sure to check the following: HTTP, HTTP verbose, and TLS logging are turned on in the BlackBerry MDS Connection Service logging settings Specific information is gathered, including information that appears in the requested (or input) field and the returned result (or displayed) field This information can be captured using the loader.exe tool. For more information on how to use loader.exe to take a screenshot, visit www.blackberry.com/support to read article KB18982.

Note
The following information can also be retrieved while troubleshooting issues with the BlackBerry Client for IBM Lotus Quickr: BlackBerry Social Networking Proxy logs (snap_YYYYMMDD.log and snap_qkr_YYYYMMDD.txt) IBM Lotus Quickr Server version BlackBerry Social Networking Application Proxy version BlackBerry Client for IBM Lotus Quickr version

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Troubleshooting the BlackBerry Social Networking Application Proxy

Error message
BlackBerry Social Networking Application Proxy is not running

Possible solution
1. Check the status of the BlackBerry Social Networking Application Proxy by completing the following steps: 1. 2. Open Windows Services. Right-click BlackBerry SNAP for Quickr V1.0.0.x. If the BlackBerry Social Networking Application Proxy is not running, the status of BlackBerry SNAPfor Quickr - V1.0.0.x is Stopped. To restart the BlackBerry Social Networking Application Proxy, right-click BlackBerry SNAP for Quickr - V1.0.0.x. Click Start.

3.

4. 2.

Check the log files to see which errors were logged that might prevent the BlackBerry Social Networking Application Proxy from running. The log files are located in the subfolder in the default folder C:\Program Files\Research In Motion\BlackBerry\SNAP\snap_tomcat\logs\YYYYMMDD

CXF Service List page is not displayed

Check that the proxy rules for the BlackBerry Enterprise Server do not override the hosts file configuration for the BlackBerry Enterprise Server. If necessary, make the required changes to prevent the proxy rules from overriding the hosts file configuration.

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Error messages
Error message
File extensions must match

Description and resolution

The BlackBerry smartphone user has attempted to replace a document with another version that has a different extension than the original. Correct the file extension and retry the request. The BlackBerry smartphone user has tried adding or deleting a folder within a library that has locked folders. If possible, correct the permissions on the library, and reattempt the request. An action was attempted that the BlackBerry smartphone user does not have permission to use. Instruct the BlackBerry smartphone user to obtain the permissions to execute the action, and reattempt the request. The BlackBerry smartphone user has attempted to obtain a file that is larger than the maximum size configured on the BlackBerry Social Networking Application Proxy server. If possible, increase the file size limit on the BlackBerry Social Networking Application Proxy console. The BlackBerry Enterprise Server administrator has set an IT Policy to block access to the application or has not configured a server URL and prohibited the user from manually specifying the server URL on the client. Specify the server URL within the IT Policy on the BlackBerry Enterprise Server or allow users to manually specify the server information. An unknown or unexpected HTTP error was returned as a response to a request for the BlackBerry Client for IBM Lotus Quickr client. This requires a review of the snap.log file to determine the cause if the additional information provided does not explain the problem. The BlackBerry smartphone user has tried to add more than the maximum number of favorite folders (20). The BlackBerry smartphone user has tried to add more than the maximum number of favorite libraries (20). The BlackBerry Social Networking Application Proxy server does not complete the login operation successfully. Note: This is not the same as an incorrect credentials used error. This requires a review of the snap.log file to determine the cause.

Add Folder Failed

Insufficient Permissions

File exceeds download size limit

This application has been blocked by your system administrator

Unable to Download File: <Additional Information>

Favorite Folders are full Favorite Libraries are full Incorrect login information. You may need to modify your server settings or contact your system administrator.

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Acronym list

Acronym list
A
API application program interface

B
BlackBerry MDS BlackBerry Mobile Data System

H
HTT Hyptertest Transfer Protocol

I
IT information technology

J
J2EE Java 2 Platform, Enterprise Edition

T
TLS Transport Layer Security

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