If a user is reporting an issue, you can ask them to perform app diagnostics.

You can use diagnostic tools to check the connection between BlackBerry Access and BlackBerry Proxy and other target servers.

BlackBerry Access for iOS also has a “Collect network summary” option that you can use to collect and display a summary of your internet usage. The summary, which can be used for diagnostics, displays information such as delays in connections, authentication handshakes, and proxy resolution.