Blackberry SWD-20120924140022907 - page 479

Possible cause Possible solution
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
cannot connect to the BlackBerry
device.
Perform the following actions:
• Ping the BlackBerry device from the BlackBerry Enterprise Server.
• 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.
Administration Guide Troubleshooting
479