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A BlackBerry device cannot connect to a Wi-Fi network

Possible cause	Possible solution
On the BlackBerry device, Wi-Fi connections are not turned on.	On the BlackBerry device, on the Home screen, click Manage Connections. Click Wi-Fi Options. In the Wi-Fi field, verify that a checkmark appears.
A Wi-Fi profile is not configured on the BlackBerry device.	On the BlackBerry device, on the Home screen, click Manage Connections. In the Wi-Fi field, verify that the name of the Wi-Fi network appears. 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.
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.	Move the BlackBerry device into a wireless coverage area.
The SSID of the access point is not configured on the BlackBerry device.	Check the SSID status indicator in the Wi-Fi status indicator group. The SSID is case-sensitive. If the SSID status indicator is not correct, run Set up Wi-Fi in the Setup Wizard on the BlackBerry device again.
The Wi-Fi settings on the BlackBerry device, IT policy, or Wi-Fi profile were not configured correctly.	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.
The user account is not configured correctly.	In the BlackBerry Administration Service, resolve any issues with the user account.
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. 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.
	On the BlackBerry device, in the device options, click Wi-Fi Connections. Press the Menu key. Click Wi-Fi Tools > Wi-Fi Diagnostics. 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 To view more diagnostic information, press the Menu key and click Options. In the Display Mode drop-down list, click Advanced.