Start by checking for these basic issues:
- Check that you turned on the connection to the Wi-Fi network. On the home screen, swipe down from the top of
the screen. Verify that the Wi-Fi icon appears blue.
- Check that you're in a Wi-Fi coverage area. If you're connecting to a home network, see
if other wireless devices are able to connect. If other devices can't connect
you might need to reset your router. If you're connecting to a work Wi-Fi network or a hotspot, talk to your administrator or an
employee at the hotspot.
- Your connection might have timed out. Try connecting again.
- If the Wi-Fi network that you want doesn't appear on the Wi-Fi settings screen, it might be hidden. If you know the
network name, try connecting to the Wi-Fi network manually.
- Check that Mobile Hotspot mode is off. If Mobile Hotspot mode is on, your
device can't connect to a Wi-Fi network.
If none of the suggestions above solve your connection issue, try these
more advanced troubleshooting options:
- Check that the time on your BlackBerry device is synchronized with the network time. If the times
are different, it could prevent your device from connecting (for example, if
connecting to the network requires you to have a certificate on your device, and
the certificate has an expiration date).
- If you switched Wi-Fi networks manually, try switching to another Wi-Fi network.
- If your email account is a work account, your device might prevent
connections to certain wireless access points. For more information, contact
Still not connected? OK, try the following:
- Check that the settings for the Wi-Fi network are correct. To find out which settings to use,
for a home network, refer to the information that came with your router; for a
work Wi-Fi network, talk to your administrator; for a public hotspot,
refer to any information provided for the hotspot or talk to an employee at the
hotspot who might have details about how to connect.
- If you use the Press WPS Button on
Router setting in Wi-Fi Protected Setup, check that the Wi-Fi router uses Wi-Fi Protected Setup, and that it is set to send its profile. Verify that
another device is not also attempting to connect at the same time, and that not
more than one Wi-Fi router within range is set to send its profile. For more
information, see the information that came with your router.
- If you use PEAP, EAP-TLS, EAP-FAST, or EAP-TTLS to connect to a
Wi-Fi network, check that you installed the root certificate for
the certificate authority server that created the certificate for the
authentication server. The root certificate must be installed on your device
before you can connect to the network. For more information, talk to your
- If you use EAP-TLS to connect to a Wi-Fi network, check that you installed your authentication
certificate on your device. The authentication certificate must be installed on
your device before you can connect to the network. For more information, talk to
- If you need to contact a support representative, you can access diagnostic
information by tapping on the Wi-Fi settings screen. To copy the log
information to send to your support representative, in the Diagnostic Information drop-down list, tap
Logs. Tap Copy Logs.