Troubleshooting: Connections to the Wi-Finetwork

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, 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.
Administration Guide Troubleshooting
478