Blackberry PRD-10459-003 - Enterprise Server For IBM Lotus Domino Administration Manual page 397

Administration Guide
Possible cause
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.
The settings in the IT policy or Wi-Fi
profile were not sent to the
BlackBerry device.
The BlackBerry device is not using
the same channel as the access
point.
The authentication method is not
configured correctly.
Possible solution
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.
Resend the IT policy to the BlackBerry device.
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.
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.
Troubleshooting: Connections to the Wi-Fi network
395