Looking for some help with a Wi-Fi connection issue on your BlackBerry 10 device? Follow the troubleshooting tips below, and if you need more assistance, there are several great options for additional help that can be found at the end of this post.
- Verify that you’re in a Wi-Fi coverage area. If you’re connecting to a home network, check and see if other wireless devices are able to connect. If other devices can’t connect, you might need to reset your router (if you do not run the Wi-Fi network, contact the owner before resetting the wireless router). If you’re connecting to a work Wi-Fi network or a hotspot, talk to your administrator or an employee at the hotspot to ensure you are using correct login details.
- Verify that your smartphones Wi-Fi connection is turned on, and review the wireless connection status bar icons to determine your current connection. To learn more about the various icons, check out the Wireless Connections icons section found within the BlackBerry Z10 user guide.
- If the Wi-Fi network that you want to connect to doesn’t appear on the Wi-Fi settings screen, it might be hidden. If you know the network name, try connecting to the Wi-Fi network manually. For assistance connecting to a Wi-Fi network manually, check out our blog post on how to connect Wi-Fi networks while using a BlackBerry 10 smartphone.
- Verify that Mobile Hotspot mode is turned off. If Mobile Hotspot mode is on, your smartphone can’t connect to a Wi-Fi network. To check, tap Settings on your home screen followed by Network Connections
- Your connection might have timed out so try connecting to the Wi-Fi network again.
If none of the suggestions above help solve the connection issue you are encountering, here are two more things you should check:
- Verify that the time on your BlackBerry smartphone is synchronized with the network time. If the times are different, it could prevent your smartphone from connecting (for example, if connecting to the network requires you to have a certificate on your smartphone, and the certificate has an expiration date). To review time settings on your smartphone, tap Settings on your home screen followed by Date and Time
- If your email account is a work account, your smartphone might prevent connections to certain wireless access points. For more information, contact your administrator.
Still not connected? Here are a few more things you can try:
- Verify that the settings for the Wi-Fi network are correct. To find out which settings to use, for a home network, refer to the information that came with your router; for a work Wi-Fi network, talk to your administrator; for a public hotspot, refer to any information provided for the hotspot or talk to an employee at the hotspot who might have details about how to connect.
- If you use the Press WPS Button on Router setting in Wi-Fi Protected Setup, check that the Wi-Fi router uses Wi-Fi Protected Setup, and that it is set to send its profile. Verify that another device is not also attempting to connect at the same time, and that not more than one Wi-Fi router within range is set to send its profile. For more information, review the information that came with your router or contact the person who runs the Wi-Fi network
- If you use PEAP, EAP-TLS, EAP-FAST, or EAP-TTLS to connect to a Wi-Fi network, verify that you installed the root certificate for the certificate authority server that created the certificate for the authentication server. The root certificate must be installed on your smartphone before you can connect to the network. For more information, talk to your administrator.
- If you use EAP-TLS to connect to a Wi-Fi network, verify that you installed your authentication certificate on the smartphone. The authentication certificate must be installed on your smartphone before you can connect to the network. For more information, talk to your administrator.
- If you need to contact a support representative, you can access diagnostic information by tapping Advanced on the Wi-Fi settings screen. To copy the log information to send to your support representative, in the Diagnostic Information drop-down list, tap Logs followed by tapping Copy Logs.
To learn about a feature on your BlackBerry 10 smartphone or troubleshoot an issue, there are several great options available to help. Visit http://www.blackberry.com/support for access to product manuals, how-to demos, tips and tricks, YouTube videos, support forums, knowledge base articles Twitter support, and contact information for your region.