Possible cause Possible solution
• Verify that the VPN concentrator host name resolves to an IP address. If it
does not, configure the VPN IP address.
The VPN authentication method is not
configured correctly. • Verify that the VPN server supports the security parameters.
• Verify that the VPN login information for the user account are correct.
A BlackBerry device cannot connect to the mobilenetwork using UMA or GAN
Possible cause Possible solution
The UMA connection is not configured
correctly.
1. On the BlackBerry device, in the device options, click Mobile Network.
2. Verify that Wi-Fi Preferred is selected.
3. On the Mobile Network screen, verify that the Connection Preference icon
is displayed.
4. If the Connection Preference icon does not display, at the Network icon,
type ALT-GANN to turn on UMA connectivity.
The UMA profile is not configured
correctly.
1. On the BlackBerry device, in the device options, click UMA.
2. Verify whether a UMA profile exists.
3. If a UMA profile does not exist, create one using the credentials of the mobile
network provider.
4. Verify that for the currently selected UMA profile, the mobile network
provider’s security gateway certificate field is not empty and is associated
with a certificate for the corresponding mobile network provider.
The BlackBerry device is not
connected to the Wi-Fi network or has
not registered on a UNC.
1. On the BlackBerry device, on the Wi-Fi Diagnostics screen, verify that the
BlackBerry device is connected to a Wi-Fi network.
2. Connect a computer to the wireless access point.
3. To verify the IP address of the BlackBerry device, on the Wi-Fi Diagnostics
screen, ping the computer.
4. If you do not receive a response to the ping, the reason for this error is an
issue on the Wi-Fi network.
Administration Guide Troubleshooting
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