Possible cause Possible solution
Verify that the correct authentication method is configured on the access point
and BlackBerry device.
The static IP address and DHCP for the
BlackBerry device are not configured
correctly.
Perform any of the following actions:
• If a static IP address is configured, verify that the parameters such as the
subnet mask, default gateway IP address, and DNS IP address are
configured correctly.
• If the BlackBerry device uses DHCP, verify that the BlackBerry device can
obtain a valid IP configuration (for example, an IP address, subnet mask,
default gateway IP address, or DNS IP address).
• Verify that a wireless device, such as a laptop computer, can connect to the
network using DHCP and obtain an IP address.
• Verify in the DHCP logs, if they are available, that a DHCP was granted to the
BlackBerry device.
Low signal strength is causing
intermittent drops in data connectivity.
Move the BlackBerry device into a wireless coverage area.
1. On the BlackBerry device, in the device options, click Wi-Fi Connections.
2. Press the Menu key.
3. Click Wi-Fi Tools > Wi-Fi Diagnostics.
4. Verify the information in the status fields for the following connection groups:
• Wi-Fi
• VPN
• UMA/GAN (if your organization's mobile network provider supports UMA
or GAN and you subscribed for the service)
• BlackBerry Infrastructure
• Enterprise
5. To view more diagnostic information, press the Menu key and click Options.
In the Display Mode drop-down list, click Advanced.
Administration Guide Troubleshooting
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