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Troubleshooting: Connections to the Wi-Fi network

A BlackBerry device cannot connect to a Wi-Fi network

Possible cause

Possible solution

On the BlackBerry® device, Wi-Fi® connections are not turned on.

  1. On the BlackBerry device, on the Home screen, click Manage Connections.
  2. Click Wi-Fi Options.
  3. In the Wi-Fi field, verify that a checkmark appears.

A Wi-Fi profile is not configured on the BlackBerry device.

  1. On the BlackBerry device, on the Home screen, click Manage Connections.
  2. In the Wi-Fi field, verify that the name of the Wi-Fi network appears.

If the name does not appear, resend the IT policy to the BlackBerry device, or instruct the user to configure a Wi-Fi profile on the BlackBerry device.

The BlackBerry device is not in the wireless coverage area of a wireless access point that has an SSID that is stored in one of the profiles on the BlackBerry device.

Move the BlackBerry device into a wireless coverage area.

The SSID of the access point is not configured on the BlackBerry device.

Check the SSID status indicator in the Wi-Fi status indicator group. The SSID is case-sensitive.

If the SSID status indicator is not correct, run Set up Wi-Fi in the Setup Wizard on the BlackBerry device again.

The Wi-Fi settings on the BlackBerry device, IT policy, or Wi-Fi profile were not configured correctly.

Perform any of the following actions:
  • Using the BlackBerry® Enterprise Server Express, resolve any issues with the IT policy and Wi-Fi profile. Resend the IT policy to the BlackBerry device.
  • On the BlackBerry device, run Set up Wi-Fi in the Setup Wizard again.

The user account is not configured correctly.

In the BlackBerry Administration Service, resolve any issues with the user account.

The BlackBerry device is not assigned to the correct user account.

In the BlackBerry Administration Service, assign the correct BlackBerry device to the user account.

The BlackBerry Enterprise Server Express cannot connect to the BlackBerry device.

Perform the following actions:
  • Ping the BlackBerry device from the BlackBerry Enterprise Server Express.
  • Resolve any connection issues in your organization’s network and with the BlackBerry Router.

The settings in the IT policy or Wi-Fi profile were not sent to the BlackBerry device.

Resend the IT policy to the BlackBerry device.

The BlackBerry device is not using the same channel as the access point.

Perform the following actions:
  • Use a wireless device, such as a laptop computer, to test the association with the access point. Use the settings that the BlackBerry uses to configure the wireless connection.
  • Use a wireless device, such as a computer, to ping the BlackBerry Router. The ping tests whether the BlackBerry Router is on the ACL of the access point.
  • If access point logs are available, view the logs to determine the error that occurred.

For more information, see the documentation for your organization’s access points.

The authentication method is not configured correctly.

In the BlackBerry Administration Service, verify the configuration information for the authentication method.

  • If a WEP key or PSK is required, verify that the key is configured correctly.
  • For WEP authentication, verify that the access point is configured to not filter the MAC address of the BlackBerry device.
  • For LEAP authentication, verify that the user’s authentication credentials are correct.
  • For PEAP authentication, verify that the user’s authentication credentials are correct.
  • For EAP-TLS authentication, verify that the EAP-TLS certificate for the user account is correct.

Verify that the correct authentication method is configured on the access point and BlackBerry device.

The static IP address and DHCP for the BlackBerry device are not configured correctly.

Perform any of the following actions:
  • If a static IP address is configured, verify that the parameters such as the subnet mask, default gateway IP address, and DNS IP address are configured correctly.
  • If the BlackBerry device uses DHCP, verify that the BlackBerry device can obtain a valid IP configuration (for example, an IP address, subnet mask, default gateway IP address, or DNS IP address).
  • Verify that a wireless device, such as a laptop computer, can connect to the network using DHCP and obtain an IP address.
  • Verify in the DHCP logs, if they are available, that a DHCP was granted to the BlackBerry device.

Low signal strength is causing intermittent drops in data connectivity.

Move the BlackBerry device into a wireless coverage area.

 
  1. On the BlackBerry device, in the device options, click Wi-Fi Connections.
  2. Press the Menu key.
  3. Click Wi-Fi Tools > Wi-Fi Diagnostics.
  4. Verify the information in the status fields for the following connection groups:
    • Wi-Fi
    • VPN
    • UMA/GAN (if your organization's mobile network provider supports UMA or GAN and you subscribed for the service)
    • BlackBerry Infrastructure
    • Enterprise
  5. To view more diagnostic information, press the Menu key and click Options. In the Display Mode drop-down list, click Advanced.

A user cannot see Wi-Fi connection settings on a Wi-Fi enabled BlackBerry device

Possible cause

The Wi-Fi® enabled BlackBerry® device is not configured to permit a user to make changes to the Wi-Fi configuration settings.

Possible solution

  1. In the BlackBerry Administration Service, change the WLAN Allowed Handheld Changes configuration setting in the Wi-Fi profile to Yes.
  2. Resend the IT policy to the BlackBerry device.
Status indicators

The status indicators for Wi-Fi® diagnostic information on a BlackBerry device show the status of the BlackBerry® device connection to a Wi-Fi network.

Indicator

Description

black

This indicator displays when you or a user did not configure a Wi-Fi network for a BlackBerry device.

yellow or white

This indicator displays when a BlackBerry device tries to connect to a Wi-Fi network but has not connected yet.

green

This indicator displays when a BlackBerry device is connected to a Wi-Fi network.

red

This indicator displays when a connection error exists between the BlackBerry device and a Wi-Fi network.

Status fields for Wi-Fi connections

Field

Description

Current Profile

This field specifies the name of the Wi-Fi® profile that the user is currently using.

SSID

This field specifies the identifier for the Wi-Fi network.

When the BlackBerry® device displays an SSID value, the BlackBerry device is connected to a network, and the name of the network appears.

AP MAC Address

This field specifies the MAC address of the wireless access point that the BlackBerry device is associated with.

When the BlackBerry device displays a value for the AP MAC Address, the BlackBerry device is associated with the access point.

Security Type

This field specifies the following link security methods:
  • No Security
  • WEP
  • PSK
  • PEAP
  • LEAP
  • EAP-TLS
  • EAP-FAST
  • EAP-TTLS

When the BlackBerry device displays the link security method, the security on the Wi-Fi connection is turned on and active.

Association

This field shows the status of the BlackBerry device connection to the access point. The status indicators are the following icons:
  • green check mark: The authentication key is applied, authentication is complete, and keys are used to decrypt packets.
  • black filled circle: No network connection exists, or no profile exists for an association to a specific access point.

Authentication

This field shows the status of the authentication process on the BlackBerry device.

Local IP Address

This field specifies the IP address of the BlackBerry device. When a BlackBerry device displays a value, it displays the network that the BlackBerry device is associated with.

Signal Level

The field specifies the current signal strength of the BlackBerry device. The value is based on the signal percentage level, from none to excellent.

Connection Data Rate

This field specifies the data rate in Mbps. IEEE® 802.11b™ has a data rate of 11 Mbps, and IEEE® 802.11a™ and IEEE® 802.11g™ have a data rate of 54 Mbps.

Status

This field provides a descriptive status message, such as "Status acquired". It also specifies warnings and errors that a user encountered when the user tried to open a connection to an access point.

Network Type

This field specifies whether the wireless connection type is IEEE 802.11a, IEEE 802.11b, or IEEE 802.11g.

Network Channel

This field specifies the IEEE 802.11 channel that the access point uses.

Pairwise Cipher

This field specifies information about how the access point manages encryption keys for a user account on the network. You can configure an access point to support multiple pairwise ciphers. You can use a pairwise cipher with a group cipher.

Group Cipher

This field specifies information about how the access point manages encryption keys for all user accounts on the network or locally. You can use a pairwise cipher with a group cipher.

The group ciphers have one of the following values:
  • None
  • WEP 40
  • WEP 104
  • TKIP
  • AES-CCMP

An access point that you configure to support multiple pairwise ciphers is only as strong as the weakest pairwise cipher.

Gateway Address

This field specifies the IP address of the gateway that routes any packets that the gateway sends outside the local network. In an enterprise Wi-Fi network, this field specifies the IP address of the organization’s LAN gateway. In a personal Wi-Fi network, this field specifies the internal IP address of the router for the home network.

DHCP

This field specifies the status of the DHCP connection to the BlackBerry device. When a check mark displays, DHCP is complete.

Primary DNS

This field specifies the address of an optional computer that translates host names into IP addresses.

Secondary DNS

This field specifies the address of an optional computer that translates host names into IP addresses. The BlackBerry device can use the secondary DNS server if the primary DNS is not available.

DNS Suffix

This field specifies the domain name suffix, such as .com or .org.

Subnet Mask

This field specifies information about the subnet base for the IP address tha the access point assigned to the BlackBerry device.

Server Domain Suffix

This field specifies the domain name suffix for the network that the BlackBerry device is associated with.

Certificate

This field specifies the certificate that the BlackBerry device can use for Wi-Fi authentication, if applicable.

Software Token

If you configured a software token for the BlackBerry device, this field specifies the serial number of the software token.

Status fields for VPN connections

Field

Description

Current Profile

This field specifies the name of the VPN profile that the user is using.

Concentrator Address

This field specifies the IP address of the VPN concentrator.

Contact

This field displays the status of the BlackBerry® device connection with the VPN concentrator. A green check mark appears when the BlackBerry device connects with the VPN concentrator.

Authentication

This field displays the status of the VPN authentication on the BlackBerry device. If the last authentication attempt was not successful, the field specifies an error state.

Secure Device IP

This field specifies the IP address of the BlackBerry device on the private network that the VPN protects.

Status

This field specifies a current status message, such as "Error: Link down".

Resolving Concentrator

This field specifies that the IP address of the VPN concentrator was verified.

Concentrator IP

This field specifies the IP address of the VPN concentrator.

Primary DNS

When a VPN session is open, this field specifies the DNS address that corresponds to the primary DNS of the VPN concentrator. If a VPN session is not open, this field specifies the Wi-Fi® address.

Secondary DNS

This field specifies the address of an optional computer that translates host names into IP addresses. The BlackBerry device uses the secondary DNS server if the primary DNS is not available.

DNS Suffix

This field specifies the domain that the BlackBerry device uses to resolve addresses on the enterprise Wi-Fi network.

Secure Subnet Mask

This field specifies the subnet mask of the BlackBerry device on the private network that the VPN protects. The subnet mask and IP address provide information about the subnet that the BlackBerry device has connected to.

Retry at

If a BlackBerry cannot log in, this field specifies the next date and time that the BlackBerry device can try to log in.

Session Lifetime

This field specifies the length of time, in seconds, that the BlackBerry device maintains the VPN session before the BlackBerry device renegotiates the session.

Re-login at

This field specifies the length of the periodic rollover or new login period. The BlackBerry device obtains this information from the VPN concentrator.

Failed Login Attempts

This field specifies the number of login attempts that are not successful. If a user logs in, the field is cleared and reverts to 0 automatically.

Certificate

This field specifies the certificate that the BlackBerry device uses for VPN authentication, if applicable.

Software Token

If you configured a software token for the BlackBerry device, this field specifies the serial number of the software token.

Status fields for UMA or GAN connections

If your organization's mobile network provider supports UMA or GAN and your organization subscribes to this service, a UMA/GAN connection group is present on the BlackBerry® device.

Field

Description

Connection Preference

This field specifies how the BlackBerry device tries to connect to the mobile network provider’s voice and data services. Using the following settings, you or the user can configure how the BlackBerry device accesses the mobile network provider’s voice and data services:
  • Wi-Fi Preferred: If possible, the BlackBerry device uses a Wi-Fi® connection. When the user is not in a wireless coverage area, the BlackBerry device uses a mobile network connection.
  • Wi-Fi Only: The BlackBerry device uses a Wi-Fi connection only.
  • Mobile Network Only: The BlackBerry device uses a mobile network connection to the mobile network provider only.
  • Mobile Network Preferred: If possible, the BlackBerry device uses a mobile network connection but the BlackBerry device can also use a Wi-Fi connection.

UMA Wi-Fi Available

This field specifies whether the user has a UMA profile.

You can safely ignore this status field.

Connection

This field specifies whether the BlackBerry device is connected over UMA.

Status

This field specifies the status of the UMA connection.

Registered UNC Address

This field specifies the IP address or FQDN of the UNC.

Registration

This field specifies whether the BlackBerry device is registered with the UNC.

Authentication

This field specifies whether the BlackBerry device is authenticated with the UNC.

Serving UNC Address

This field specifies the UNC that the BlackBerry device is connected to.

Security Gateway IP

This field specifies the IP address of the mobile network provider’s security gateway.

Cellular information

This field specifies the GSM® cellular information as received from or sent to the UNC, MNC, MCC, mobile network ID (also known as Cell ID) of the BlackBerry device, and ARFCN.

Cellular handover to UMA failures

This field specifies errors that the BlackBerry device received during the transition from one network type to the other when the user is on a call.

Cellular rove-in failures

This field specifies errors that the BlackBerry device received during the transition from one network type to the other when the BlackBerry device is idle.

Status fields for BlackBerry Infrastructure connections

The connection status indicators for the BlackBerry® Infrastructure appear on a BlackBerry device when a user makes a Wi-Fi® connection or tries to make a Wi-Fi connection.

Field

Description

Address Used

This field specifies the host name or IP address and port number that the BlackBerry device uses to connect to the BlackBerry Infrastructure.

IP Used

This field specifies the host name or IP address and port number that the BlackBerry device uses to connect to the BlackBerry Infrastructure.

Connecting

This field specifies the IP address and port number that the BlackBerry device uses to connect to the BlackBerry Infrastructure.

Authenticating router

This field specifies the IP address of the server that performs authentication, if applicable.

Authenticating server

This field specifies the IP address of the server that performs authentication.

Last Contact At

This field specifies the last time that the BlackBerry device had contact with the BlackBerry® Enterprise Server Express through the BlackBerry Infrastructure.

Status fields for Enterprise connections

Field

Description

UIDs

This field specifies the SRP UID of the BlackBerry® Enterprise Server Express that hosts the user account for the BlackBerry device.

Address Used

This field specifies the host name or IP address and port number that the BlackBerry device uses to connect to the BlackBerry® Infrastructure.

IP Used

This field specifies the host name or IP address and port number that the BlackBerry device uses to connect to the BlackBerry Infrastructure.

Connecting

This field specifies the IP address and port number that the BlackBerry device uses to connect to the BlackBerry Infrastructure.

Authenticating router

This field specifies the IP address of the server that performs authentication, if applicable.

Authenticating server

This field specifies the IP address of the server that performs authentication.

Last Contact At

This field specifies the last time that the BlackBerry device had contact with the BlackBerry Enterprise Server Express through the BlackBerry Infrastructure.

A BlackBerry device cannot open a VPN connection

Possible cause

Possible solution

The connection to the VPN concentrator is not configured correctly.

  • Verify that the VPN is turned on.
  • Ping the IP address of the VPN concentrator.
  • Verify that the VPN concentrator host name resolves to an IP address. If it does not, configure the VPN IP address.

The VPN authentication method is not configured correctly.

  • Verify that the VPN server supports the security parameters.
  • Verify that the VPN login information for the user account are correct.

A BlackBerry device cannot connect to the mobile network using UMA or GAN

Possible cause

Possible solution

The UMA connection is not configured correctly.

  1. On the BlackBerry® device, in the device options, click Mobile Network.
  2. Verify that Wi-Fi Preferred is selected.
  3. On the Mobile Network screen, verify that the Connection Preference icon is displayed.
  4. If the Connection Preference icon does not display, at the Network icon, type ALT-GANN to turn on UMA connectivity.

The UMA profile is not configured correctly.

  1. On the BlackBerry device, in the device options, click UMA.
  2. Verify whether a UMA profile exists.
  3. If a UMA profile does not exist, create one using the credentials of the mobile network provider.
  4. Verify that for the currently selected UMA profile, the mobile network provider’s security gateway certificate field is not empty and is associated with a certificate for the corresponding mobile network provider.

The BlackBerry device is not connected to the Wi-Fi® network or has not registered on a UNC.

  1. On the BlackBerry device, on the Wi-Fi Diagnostics screen, verify that the BlackBerry device is connected to a Wi-Fi network.
  2. Connect a computer to the wireless access point.
  3. To verify the IP address of the BlackBerry device, on the Wi-Fi Diagnostics screen, ping the computer.
  4. If you do not receive a response to the ping, the reason for this error is an issue on the Wi-Fi network.
  5. If you receive a response to the the ping but the BlackBerry device does not display a success message, check the Status field for a reason for this error.

Verify whether a BlackBerry device can resolve an IP address

If a BlackBerry® device cannot connect to a Wi-Fi® network, you can determine which connections the BlackBerry device cannot make to it. You can ping the IP address of another wireless device, the Wi-Fi gateway, a VPN concentrator, the UNC of the mobile network provider, or the BlackBerry Router.

A user can ping network servers from a BlackBerry device to check the availability and responsiveness of network servers.

  1. On the BlackBerry device, on the Home screen, click Manage connections.
  2. Click Wi-Fi Options.
  3. Press the Menu key, and click Wi-Fi Tools > Ping.
  4. In the Ping Type field, perform one of the following actions:
    • To ping another wireless device, click IP or Name.
    • To ping the BlackBerry device, click Self.
    • To ping the security gateway, click WLAN Gateway.
    • To ping the VPN concentrator, click VPN Concentrator.
    • To ping the UNC of the mobile network provider, click UNC.
    • To ping the BlackBerry Router, click BBR.
  5. In the Ping to field, type the IP address that you want to ping.
  6. In the Number of Pings field, type the number of times that you want to ping the IP address.
  7. On the menu, click Send ping.

Look up a computer name to resolve an IP address

Using a BlackBerry® device, a user can look up a computer name in the DNS server to resolve network or domain names and IP addresses.
  1. On the BlackBerry device, on the Home screen, click Manage connections.
  2. Click Wi-Fi Options.
  3. Press the Menu key and click Wi-Fi Tools > DNS Lookup.
  4. In the Host field, type a name or an IP address that you want to look up.
  5. Press the Menu key and click DNS Lookup.
  6. Press the Menu key and click Send ping.

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