Blackberry PRD-10459-016 Administration Guide - Page 408
Troubleshooting: Connections to the Wi-Fi network
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Administration Guide Troubleshooting: Connections to the Wi-Fi network Troubleshooting: Connections to the Wi-Fi network A BlackBerry device cannot connect to a Wi-Fi network Possible cause On the BlackBerry® device, Wi-Fi® connections are not turned on. A Wi-Fi profile is not configured on the BlackBerry device. Possible solution 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. 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. 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. The SSID of the access point is not configured on the BlackBerry device. 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. Move the BlackBerry device into a wireless coverage area. Check the SSID status indicator in the Wi-Fi status indicator group. The SSID is case-sensitive. The Wi-Fi settings on the BlackBerry device, IT policy, or Wi-Fi profile were not configured correctly. The user account is not configured correctly. The BlackBerry device is not assigned to the correct user account. The BlackBerry Enterprise Server cannot connect to the BlackBerry device. If the SSID status indicator is not correct, run Set up Wi-Fi in the Setup Wizard on the BlackBerry device again. 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. In the BlackBerry Administration Service, resolve any issues with the user account. In the BlackBerry Administration Service, assign the correct BlackBerry device to the user account. 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. 406
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