Configuration: (Back to Categories)

1. What sort of firewall settings does Impatica for BES require?

2. My conversion request e-mail arrives in my Impatica mail box on my Domino server but it is not picked up by the Impatica Conversion Manager. What could be the cause?

3. When I attempt to register my Impatica for BES Administration Utility, the code provided does not work. Why?

4. Is it better to use DIIOP or IMAP for connecting to a Domino Mail Server? Are there any known issues with either one?

5. When I create a dedicated mailbox does it need special access privileges?

6. How do I know what e-mail address the Impatica Presentation Viewer and Handler is configured to use for sending conversion requests?

7. I can’t save pushed converted presentations or they don’t appear in Temporary Presentations in the Impatica Presentation Viewer. What is the cause?

8. I have SSL enabled I am not using a self signed key, but my e-mail connection test still fails. Why is this happening?

9. Where do I get my SSL certificate from?

10. When I click "Test Settings" the test fails when using SSL with RSA keys greater than 2048 bit. How do I proceed?

11. When I try to enable SSL my e-mail connection test fails. How do I proceed?

12. When I click "Test Settings" my e-mail connection test fails. How should I proceed?

13. How do I test that MDS Push is functioning?

1. What sort of firewall settings does Impatica for BES require?
When using a personal firewall (like ZoneAlarm or Norton Internet Security) that filters out data for specific ports, BES/MDS and Impatica for BES should be allowed to have full access on those computers and be listed under the trusted domains or IPs.

2. My conversion request e-mail arrives in my Impatica mail box on my Domino server but it is not picked up by the Impatica Conversion Manager. What could be the cause?
This issue may arise if the mail template for Domino 7 does not contain the "$MsgTrackFlags" flag. This flag is used by Impatica for BES to identify the e-mail containing the PowerPoint attachment to be processed. When a user receives an e-mail with a PowerPoint attachment on the BlackBerry, opens that e-mail, selects the View Attachment option from the menu and then clicks the trackwheel, an e-mail is sent to the configured Impatica for BES mail account. With this field missing, the conversion request e-mail will not be picked up by the Impatica Conversion Manager and will sit in the mailbox without being processed.

Given that fact, it is necessary to create an agent in the Impatica for BES mail account that will create and initialize this flag. The screen capture below shows how to create this agent using the Domino Designer. The agent "dummyNewMailAgent" must be set to run before new mail arrives.

Click to Enlarge

3. When I attempt to register my Impatica for BES Administration Utility, the code provided does not work. Why?
There may be a couple of reasons for this. First, your registration information has to be entered exactly how it was sent to you, retaining any spacing or capitalization. All three pieces of the registration information (Name, Organization and Registration Code) have to be entered correctly. Second, it is possible that you have registration information for another version of Impatica for BES. Impatica for BES is currently at version 2, so it is possible that you have version 1 or version 3 registration information.

Contact Impatica Support at support@impatica.com to ensure that you have correct version 2 registration information.

4. Is it better to use DIIOP or IMAP for connecting to a Domino Mail Server? Are there any known issues with either one?
In terms of configuration, both methods require the enabling of tasks (DIIOP vs IMAP) that are not enabled by default. DIIOP also has an extra step of copying a required jar file (NCSO.jar) to the Impatica For BES install folder (C:\Program Files\ImpaticaforBES\lib\ext). Both tasks can have SSL enabled to enhance security. Depending on how the conversion mail file was configured, IMAP may perform slower if the conversion mail file is in Notes format versus POP or IMAP, as a mail conversion must occur when an e-mail is received.

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5. When I create a dedicated mailbox does it need special access privileges?
No special privileges are required. The mailbox just needs to be able to receive mail (that is forwarded from another user) and our Impatica for BES software needs to be able to retrieve e-mail from the mailbox. Other common mail functions will be done by Impatica for BES such as marking e-mails as read and deleting them.

6. How do I know what e-mail address the Impatica Presentation Viewer and Handler is configured to use for sending conversion requests?
To find the e-mail address:

1. From the BlackBerry home screen, click the "Options" icon;
2. Select "Applications";
3. Scroll down to "Impatica Presentation Viewer" or "ImpHandler", depending on the mode of installation;
4. Click the thumbwheel and select "Modules". You should see a list of files. Look for a file named "Imp4BESResource" or "ImpHandlerResource". The files are in alphabetical order, so if the file is not near the top of the list, there was a problem during installation and the resource file was not installed;
5. If the file does appear, select it, click the thumbwheel, and select "View Properties";
6. The second line in the "Description" field should be the address. Here’s how the entire file looks: Type: Library
   Description:
   1_$imp
   $_e-mailAddress@impaticize.com
   $C1048576$L$$$$$$$$$$$$$$$$$$$
   $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$
   $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$
   $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$
   $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$
   $$$$$$$$$$$$$$$$$$$$$$$$$$$$$$

7. I can’t save pushed converted presentations or they don’t appear in Temporary Presentations in the Impatica Presentation Viewer. What is the cause?
If you do not see the save function or if files do not transfer into the temporary presentations section of the Impatica Presentation Viewer once a conversion is completely downloaded, then this is a direct result of a non-current installation of the Impatica viewer and handler. Once a current installation is done from the "C:\Program Files\ImpaticaForBES\ImpHandler\" folder, this option should appear and completed conversion requests should automatically appear in the Temporary Presentations section of the Impatica Presentation Viewer.

8. I have SSL enabled I am not using a self signed key, but my e-mail connection test still fails. Why is this happening?
If debug level logging is enabled in your Impatica for BES there will be an exception called "SSLhandshakeException" logged. This could be due to the use of an expired Verisign Root Certificate. A new Verisign Root Certificate must be downloaded and imported into the Impatica for BES Java JRE keystore using the ImportTrustedAuthority utility.

9. Where do I get my SSL certificate from?
If you are using OWA and SSL the certificate can be saved to your hard drive by doing the following steps:

1. Ensure that SSL is enabled on the server;
2. In Internet Explorer, browse to "https:////<IMAP_Server>:<IMAP_SSL_port_number>/" ;
3. This will bring up a Security Alert dialog box asking you to proceed;
4. Click "View Certificate";
5. Click "Install Certificate";
6. This starts the Certificate Import Wizard. Click Next;
7. Choose "Automatically select the certificate store based on the type of certificate" and click Next;
8. Click Finish;
9. Open Tools Menu > Internet Options > Content (Tab) > Certificates (Button);
10. Select the Trusted Root Certification Authorities tab;
11. Select the certificate corresponding to the server added (it should be obvious. It will have the domain name of the URL or the company name, etc.);
12. Click Export. This starts the Certificate Export Wizard. Click Next;
13. Select Base-64 encoded X.509 (.CER). Click Next;
14. Specify the name and location of the file to export. It is recommended that you keep it simple as you will have to type this in a command line if importing into Impatica for BES;
15. Click Finish to Complete the Export Wizard;

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10. When I click "Test Settings" the test fails when using SSL with RSA keys greater than 2048bit. How do I proceed?
The issue is that Sun did not support keys greater than 2048bit before Java 5+. The error reported while in DEBUG mode in the Impatica.log file is the following "Unknown key spec: Invalid RSA modulus size". You will be required either to use a key less than or equal to 2048bit or to disable SSL which is not often an option. As the current build of Impatica for BES uses Java 1.4.2 (not Java 5+) this is an issue that will be resolved in a future version of the software.

11. When I try to enable SSL my e-mail connection test fails. How do I proceed?
Please perform the following steps if you are having problems enabling SSL:

1. Ensure that SSL is enabled on the server;
2. If you are using a non-trusted SSL certificate then you must import the certificate using the com.impatica.imphost.util.ImportTrustedAuthority utility;
3. Open a command prompt;
4. Navigate to C:\Program Files\ImpaticaForBES\bin;
5. Run the following command (case is important!):
   java com.impatica.imphost.util.ImportTrustedAuthority -import -alias mymailserver -file mycert.cer -keystore ../lib/security/cacerts -storepass changeit
   
   Note: mymailserver can be anything. It is just a ‘label’ you are giving that certificate in the key ring. Users will likely never see it again. mycert.cer is the certificate you are trying to import

12. When I click "Test Settings" my e-mail connection test fails. How should I proceed?

For all Protocols:

1. Determine which protocol you are using and if SSL is required or not;
2. Confirm that a new mailbox has been created that is devoted to Impatica for BES;
3. Confirm that the service is running for the corresponding protocol and log in to confirm the credentials are correct.

1. Ensure IMAP service is configured and running (it is off by default in both Domino and Exchange);
2. Open a command prompt and telnet to the mail server on the IMAP port (traditionally 143). Ensure that this is done from the machine running Impatica for BES. Example:
   telnet mail.myserver.com 143;
3. You should see something like the line below. If you do not, then IMAP is not enabled, SSL is required or you are using a non standard port:
   OK Microsoft Exchange Server 2003 IMAP4rev1 server version 6.5.7226.0 (bes.yourdomain.com) ready;
4. If you require SSL, then the port is traditionally 993. When doing the telnet test two things may occur. Either the connection will succeed but then close immediately or it will seem like it is connected but just not display any text. If the IMAP service is unreachable, the connection will fail immediately;
5. Try logging in using a mail client for the protocol being configured. For IMAP, use Thunderbird mail client (from Mozilla - the people who make the FireFox web browser) or Outlook Express.

1. Ensure OWA service is configured and running (on by default);
2. Open a web browser and open location to: http://<server_ip>:<port>/<relativeURL>/
   
   This should open a login box where you enter the username and password;
   
   
3. If successful, you should be logged into the mail box. When entering the user name for the login in the browser, you may have to enter your login as DOMAIN\login. If SSL is required, then the URL has to start with https://. It is also possible that going to the non-secure page will just re-direct you to the secure site. If that is the case, then SSL is required. If you have forms based authentication enabled, then you will need to enable SSL in Impatica for BES.

1. Use the Domino web access client. Do not use the Lotus Notes client as this requires the Notes User ID/Password as opposed to the Internet username/password that is required for DIIOP;
2. Ensure that you have copied the NCSO.jar file to the C:\Program Files\ImpaticaForBES\lib\ext folder;
3. Ensure the DIIOP task is running on the server;
4. Ensure you are using the correct format of username according to Server Document security (Short names are not acceptable by default);
5. If using SSL with a self-signed certificate ensure you have imported it into the keystore.

13. How do I test that MDS Push is functioning?
First verify that MDS is configured and running on the BES Server. Open a web browser on the same computer running Impatica for BES and go to: http://<MDS_push_server_name>:<web server listen port>. You should see the MDS Status page. See http://www.yourserver.com:8080 as an example. the port can also be 8300 depending on your setup.

1. Download and unzip the utility at: http://www.impatica.com/download/bb/BlackBerryBulkPush.zip;
2. Run the BlackBerryPushDemo.exe file in the BlackBerryBulkPush\Release folder;
3. Enter the parameters for the push as follows:
   • BES Address: IP address or host name of BES;
   • WebServer Listen Port: port where MDS push requests should be sent (8080 or 8300 depending on your server);
   • Push Type: Browser-Channel (creates icon on home screen), Browser-Message (sends e-mail);
   • URL: URL of an HTML page to push to device;
   • Push Name: Text to display when icon is selected or in subject of e-mail;
   • Read Icon URL: URL of an icon to display when link has been read (applies to Browser-Channel Push Type only);
   • Unread Icon URL: URL of an icon to display when link is unread (applies to Browser-Channel Push Type only);
   • PIN/Email: PIN or email address associated with the device that will received push request.
4. Click Send Push button;
5. If the Success message appears on the bottom status bar then within a few seconds an email will show up in the inbox for a Browser-Message push or a new icon will be created on the home screen for a Browser-Channel push:;
6. Open the e-mail or the icon to view the pushed content;
7. To delete the icon:
   • Launch the BlackBerry Browser;
   • Expand the Browser Channels;
   • Select the pushed content;
   • Select Delete Channel.
8. If the Push Failed, could not send message appears on the bottom status bar then:
   • Verify on the BES Server that the MDS service is running by accessing the URL to the MDS server from a web browser (i.e. winserver2003:8080). If it is not running then start the service from the BlackBerry Manager application on the BES Server;
   • Verify in BlackBerry Manager on the BES Server that the MDS Server is set to Push Server;
   • Verify in BlackBerry Manager on the BES Server that MDS is enabled.

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