Security troubleshooting

I cannot unlock my device using my smart card

Try performing the following actions:

•Verify that the correct smart card is inserted in the smart card reader.

•Verify that the smart card is inserted in the smart card reader correctly.

I cannot connect to a Wi-Fi network or log in to a VPN using a software token

Verify that the time on your BlackBerry® device is synchronized with the network time.

My device prompts me to make an emergency call when I type a password

If your BlackBerry® device password contains a combination of letters that corresponds to an emergency access number, your device might prompt you to make an emergency call when you type your device password.

To continue typing your device password, press the Escape key.

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Blackberry 8820 manual Security troubleshooting, Cannot unlock my device using my smart card

Contents

User Guide SWDT163171-163171-0403091105-001 Contents Voice dialing 105 115 177 189 221 253 269 Page BlackBerry basics No application opens when I press a Convenience key Create a link for a PINExpand a folder Collapse a folder Shortcuts Phone shortcutsMessage shortcuts A message Move around a message list Typing shortcutsA message list Search shortcuts Attachment shortcuts Browser shortcuts Media shortcutsOn a web Navigate a web Maps shortcuts Calendar shortcutsPage Phone Phone basics Dial using numbers or letters Switch applications during a callSwitch calls Make a call when the device is locked Volume Emergency calls Voice dialing Turn off choice lists for voice commands Set the matching sensitivity level for voice commandsTurn off voice prompts Set playback options for voice dialing Voice mail Speed dial Conference calls Change the contact assigned to a speed dial keyMake a conference call Create a phone number link for a conference call Caller ID Disconnect a contact from a conference callLeave a conference call Add a caller ID picture for a contact Call logs Delete the caller ID picture for a contactAbout call logs View call logs in a message list Call waiting Change call log notesForward a call log Delete call log notes Call forwarding Turn on call waitingAbout call forwarding Prerequisites Call forwarding Add a call forwarding phone number Change a call forwarding phone numberDelete a call forwarding phone number Click New Number Change the call blocking password Call blockingAbout call blocking Prerequisites Call blocking Fixed dialing About fixed dialingPrerequisites Fixed dialing Turn on fixed dialing Set the default country code and area code Smart dialingChange a contact in your fixed dialing list Delete a contact from your fixed dialing list TTY support Set options for dialing extensionsAbout TTY support Prerequisites TTY support Multiple phone numbers Phone options Sort phone numbers or contacts on the Phone screen Turn off the prompt that appears before you delete itemsClick General Options Click Options or General Options Phone troubleshooting Reset a call timerClick Last Call or Total Calls Click Clear Timer Cannot make or receive calls Cannot make calls using a voice command My phone number appears as Unknown in the phoneCannot check my voice mail Cannot join a call Voice dialing Check the battery power level using a voice command Turn off choice lists for voice commandsSet the matching sensitivity level for voice commands Set the voice dialing language Improve voice recognition of numbers Voice dialing troubleshootingSet playback options for voice dialing Adapt digit dialing to improve voice recognition of numbers Email messages Email message basicsOpen a message Send an email message Save a draft of a message Blind carbon copy a contactAttach a contact to a message Set the importance level for a message Forward a message Delete a messageDelete multiple messages Mark a message as opened or unopened Email message folders Sent messages Hide sent messages Click Email SettingsStop a message from sending Create an email message filter Email message filtersAbout email message filters Change an email message filter Email message filter optionsTurn on an email message filter Delete an email message filter Forward email messages to your device when no filters applyChange the order of email message filters Email message forwarding Stop forwarding email messages to your deviceBlock incoming messages Click Firewall Reset a blocked message counter Message optionsCheck spelling automatically before sending email messages Request delivery or read confirmation for email messages Set an out-of-office reply Click Default Services Change the Messaging Cmime fieldAdd a signature Click General Settings Message list optionsDelete the disclaimer from an email message View more of the subject line for messages Use one message list or multiple message lists Set how long your device stores messagesAbout multiple message lists Hide the new or unopened message indicator Am not receiving messages Message troubleshootingCannot send messages Cannot file email messages Some messages no longer appear on my deviceMessage or attachment is truncated Some email message folders appear dimmed Email message filters are not working correctly Page PIN messages PIN message basicsAbout PIN messages Find your PIN Set a high importance level for received PIN messages Save a message Sent messages Message list options Hide the new or unopened message indicator Message shortcuts Try performing the following actions Page Page SMS text messages SMS text message basicsAbout SMS text messages Find your SMS phone number Add a contact to an SMS text message Click Add Recipient Delete the history from an SMS text message Click Remove History Cell broadcasting About cell broadcastingPrerequisites Cell broadcasting Turn on cell broadcasting Stop receiving messages from a cell broadcast channel Rename a cell broadcast channelClick Cell Broadcast Click Set Nickname Turn off AutoText for SMS text messages View more of the history in SMS text messagesStore SMS text messages on your SIM card Request delivery notification for all SMS text messages Set a wireless network type for sending SMS text messages Set the Network to Send Over field About multiple message lists Message shortcuts Cannot send SMS text messages Am not receiving SMS text messages Cannot turn on cell broadcasting Page MMS messages MMS message basics Click Attach Picture or Attach Audio Create a slide show in an MMS messageRecord and send a voice note Click Forward or Forward As Forward an MMS messageClick Send as MMS Attach a contact or appointment to an MMS message MMS message attachmentsAttach a media file to an MMS message Save a picture from an MMS message Add an appointment to your calendar from an MMS messageAdd a contact to your address book from an MMS message Request delivery or read notification for an MMS message Stop receiving MMS messages when roaming View the size of an MMS message before sending it Hide the new or unopened message indicator Block MMS messages Message shortcuts Message troubleshooting Cannot attach a file to an MMS message Page Typing Typing basics Cancel a text selection Set the default currency symbolHighlight a line of text Highlight text character by character Typing input methods Set the trackball sensitivityTurn off trackball sounds Use shortcut keys on the Home screen Type in Arabic or Russian using SureType technology Type in Arabic or Russian using multi-tapSwitch typing input methods Set the typing input language Spelling checker Change options for checking spellingAdd a word to the custom dictionary Click Custom Dictionary Word list Delete a custom word list item Delete all custom word list itemsStop adding items to the custom word list automatically Click Clear Custom Wordlist AutoText About AutoTextCreate an AutoText entry Change an AutoText entry Undo an AutoText change Typing troubleshooting Cannot check spelling Search About searchSearch for messages Search criteria View a list of saved searches Change a saved searchDelete a saved search Search for messages by contact or subject 107 108 Attachments Attachment basics View tracked changes in a document View the table of contents in a documentDocument attachments Spreadsheet attachments Media attachments Presentation attachments VCard contact attachments Question mark appears on a slide Attachment troubleshootingSkipped content bar appears in a document Prerequisites Wireless email reconciliation Reconcile email messages over the wireless networkDelete email messages over the wireless network Synchronization Prerequisites Wireless data synchronization Synchronize organizer data over the wireless networkSet the Wireless Synchronization field to Yes About synchronization conflicts Prerequisites Wireless data restoration Manage data synchronization conflictsAbout backing up and restoring device data Delete all device data Synchronization troubleshooting Click Purge Deleted Items 119 120 Browser Browser basics Switch browser views View a thumbnail version of a webMove to a section of a long web page quickly Move through a web page line by line Links, pictures, and web page addresses Forward a link or picture from a web Forward a web page addressView a full picture on a web Zoom in to or out from a picture Web page requests Change the picture quality in the browserLoad pictures on a web About saving web pages and web page requests Bookmarks Forward a bookmark Delete a bookmarkAdd a bookmark folder File a bookmark Web feeds View web feed content Listen to web feed contentMark a web feed title as opened or unopened Change a web feed Browser options Set the default browser view Set the web content type that the browser acceptsSet the number of times animated graphics repeat Set the home Set the default browser configuration Set the character encoding for all web pagesReceive a prompt before running a script Receive a prompt before closing the browser Browser security About TLSAbout Wtls Manage browser security Add a trusted content server Wtls options Browser push About browser pushTurn on browser push Browser push options IP Hosts Browser troubleshootingNo browser is available on my device Cannot set up automatic synchronization for bookmarks 138 Applications Add an applicationView properties for an application Delete a third-party application Application troubleshooting Cannot add applications Send a media file using Bluetooth technology MediaMedia file management About transferring media files Receive a media file using Bluetooth technology Forward a media fileChange the amount of memory available for media files View properties for a media file Songs, ring tones, and videos Switch applications during a song Search for a song, ring tone, or videoDelete a song, ring tone, or video Rename a song, ring tone, or video View a picture PicturesDownload a ring tone Add a picture folder Save a pictureSort pictures Rename a picture or picture folder Delete a picture or picture folder Move a pictureDownload a Home screen background Use a picture as the Home screen background View pictures as a slide show Change the number of seconds between slides in a slide showView pictures in a list Pan a picture Media card options About media cardsRemove a media card safely Set options for removing a media card safely Turn on mass storage mode manually Turn off the mass storage mode promptAbout media card encryption Encrypt the files on a media card Turn off media card support Turn off mass storage mode supportFormat a media card My device does not recognize my media card Media troubleshootingCannot open media files Maps Locations Directions Map basics Tracking View status information at the top of a mapClear the map cache Prerequisites Tracking your movement on a map Keep backlighting on when you track your movement Track your movementView north at the top of a map Hide the tracking information at the bottom of a map Map troubleshooting Diagonal lines appear on a map 158 Contacts Contact basics Delete a contact About pauses and waitsAdd a pause or a wait to a phone number About custom ring tones Mailing lists About mailing listsCreate a mailing list Change a mailing list Click Delete Group View a mailing listDelete a mailing list Categories About categoriesCreate a category for contacts, tasks, or memos Categorize a contact, task, or memo Address lookup SIM card phone book About the SIM card phone bookLoad the SIM card phone book Add a contact to your SIM card Copy contacts from your address book to your SIM card Change a SIM card contactDelete a SIM card contact Click Copy All To Address Book Contact list options Sort contacts or tasksSet display options for contacts Prevent duplicate names in your address book Contact troubleshooting Calendar Calendar basics Schedule a meeting Recurrence fields Meetings Calendar options Set the start and end time for days Set a snooze time for remindersView tasks in the calendar Set the first day of the week Hide free time in Agenda view Set how long your device stores calendar entriesSet the Show Free Time in Agenda View field to No Set the Keep Appointments field Cannot schedule appointments that span multiple days Calendar troubleshootingCannot set some fields when scheduling appointments 176 Tasks Task basicsCreate a task Change a task Hide completed tasks Forward a task or memoDelete a task Click Hide Completed 179 Task list options 181 182 Memos Memo basicsCreate a memo Change a memo Delete a memo Memo list options 186 Alarm About the alarmTurn on the alarm Silence the alarm 188 Convert a measurement CalculatorUse the calculator 190 Bluetooth technology Bluetooth technology basics Bluetooth technology options Rename a paired Bluetooth enabled deviceDelete a paired Bluetooth enabled device Share contacts with a paired Bluetooth enabled car kit Change the pairing name for your BlackBerry device Turn off Bluetooth connection notificationRestrict outgoing calls Make your BlackBerry device discoverable Bluetooth technology troubleshooting Turn off the prompt that appears when connecting or pairingCannot type a passkey on a Bluetooth enabled device My list of paired Bluetooth enabled devices does not appear 195 196 Date and time troubleshooting Click Update TimeDate and time Set the date and time 198 Notification profiles Notification basics Prevent notification during calls Delete a notification profileSet the same ring tone for all notification profiles LED notification Silence your deviceView a list of saved ring tones LED notification Turn on wireless coverage notification Set the LED Coverage Indicator field to OnCustom notification About custom notification Change the order of notification profile exceptions Change a notification profile exceptionClick Add Name Add Name Change Name Delete Name My device is vibrating more times than expected Notification profile troubleshootingDelete a notification profile exception 205 206 Turn on invitation passwords BlackBerry MessengerContacts Respond to an invitation Turn off invitation forwarding options View a contacts informationRename a contact Add a group Conversations Move a contact to a groupRename a group Delete a group Open a conversation Add an emoticonSend a file to a contact Ping a contact Availability Click Set Alert Receive notification when a contact becomes availableAvailable Unavailable Display and keyboard Backlighting Display options Set the display fontAbout organizing applications Add an application folder Keyboard options Move an application iconHide an application icon Delete an application folder Turn on standby mode Assign an application to a Convenience key Display troubleshooting Themes 218 Language Language troubleshooting Set display options for contactsSome characters do not appear correctly on my device Set the Use Input Method Shortcut field to No Wireless network coverage Find information about wireless coverage indicatorsTurn off a wireless connection Network connection indicators Turn on wireless coverage notification About the preferred wireless network listClick My Preferred Network List Click Add Network Change the order of preferred wireless networks Turn off data service Switch wireless networks manually Verify the status of network connections and servicesWi-Fi connection settings About connecting to a Wi-Fi network Wi-Fi profile security options About Wi-Fi profilesConnect to a Wi-Fi network Prevent your device from connecting to a Wi-Fi network Change the order of Wi-Fi profilesSwitch Wi-Fi networks manually Advanced Wi-Fi connection settings Delete a Wi-Fi profileInstall a root certificate on your computer Change a Wi-Fi profile Wi-Fi profile IP and DNS options Allow inter-access point handoverBand type Prompt before connection UMA connection settings Wireless network coverage troubleshootingAbout connecting to a Wi-Fi network for UMA Cannot connect to a wireless network Cannot connect to a Wi-Fi network Cannot synchronize a certificate Power and battery 232 SIM card About the SIM card phone bookLoad the SIM card phone book Add a contact to your SIM card Copy contacts from your address book to your SIM card Change a SIM card contactDelete a SIM card contact Store SMS text messages on your SIM card About SIM card security Protect your SIM card with a PIN codeChange the SIM card PIN code Change the display name for a phone number Click Edit SIM Phone Number Security Security basics Set a limit for device password attempts About content protectionSet content protection strength Encryption Password keeper Generate a random password Set criteria for randomly generated passwordsView a password in the password keeper Change a password in the password keeper Delete a password from the password keeper Change the password keeper passwordCopy a password Prevent password copying Advanced security Smart cards VPN settings Software tokens Change the software token for a VPN profileAbout software tokens Change the PIN for a software token on your device Security troubleshooting Cannot unlock my device using my smart card Reset connection permissions for third-party applications Click Reset SettingsThird-party application control About permissions for third-party applications Connection permissions for third-party applications Interaction permissions for third-party applications Data permissions for third-party applications 250 BrickBreaker About BrickBreakerBrickBreaker capsules BrickBreaker scoring Adjust the volume Play BrickBreakerSet the paddle speed Submit a score to the BrickBreaker high score web site Service books About service booksAccept a service book Delete a service book 254 Troubleshooting BlackBerry Basics troubleshootingNo application opens when I press a Convenience key Some features are not available on my device 256 257 258 259 260 261 Cannot open media files on my media card 263 264 265 266 Diagnostic reports Click Delete or Delete All Set a default recipient for diagnostic reportsCannot run or submit a diagnostic report Abbreviation list CAP lock NUM lock Triple DES WAN 272 Legal notice 274