Blackberry PRD-10459-016 Administration Guide - Page 416
A BlackBerry device cannot open a VPN connection
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Administration Guide Troubleshooting: Connections to the Wi-Fi network Field Authenticating server Last Contact At Description This field specifies the IP address of the server that performs authentication. This field specifies the last time that the BlackBerry device had contact with the BlackBerry Enterprise Server through the BlackBerry Infrastructure. A BlackBerry device cannot open a VPN connection Possible cause The connection to the VPN concentrator is not configured correctly. The VPN authentication method is not configured correctly. Possible solution • Verify that the VPN is turned on. • Ping the IP address of the VPN concentrator. • Verify that the VPN concentrator host name resolves to an IP address. If it does not, configure the VPN IP address. • 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 mobile network 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 1. connected to the Wi-Fi® network or has not registered on a UNC. 2. On the BlackBerry device, on the Wi-Fi Diagnostics screen, verify that the BlackBerry device is connected to a Wi-Fi network. Connect a computer to the wireless access point. 414
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