Blackberry Torch 9810 7 1 User Guide
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Troubleshooting: Mobile network I can't connect to the mobile network Try the following actions: •If your BlackBerry smartphone uses a SIM card, verify that your SIM card is inserted in your smartphone correctly. •If your smartphone normally connects to a CDMA network and your smartphone supports international roaming, verify that your smartphone is in global roaming mode and that your SIM card is inserted in your smartphone correctly. •Verify that you turned on the connection to the wireless network. •Verify that you're connected to your wireless service provider's network. If you switched wireless networks manually, your smartphone remains connected to that wireless network until you select your wireless service provider's network again. •If you set a specific speed for wireless network connections, verify that you're in a wireless coverage area that supports the connection speed. Related information Turn on or turn off data service or set roaming options, 267 Switch wireless networks manually, 267 Turn on, turn off, or check the status of a network connection, 266 Error messages Data service unavailable Description This message appears when you don't have access to data services on your BlackBerry smartphone. Possible solutions Try the following actions: •Verify that you're in a wireless coverage area. •Verify that the data service on your smartphone is turned on. •If you're roaming, verify that you can access data services while you roam. Related information User GuideManage Connections 271
Turn on or turn off data service or set roaming options, 267 Wi-Fi technology Depending on your BlackBerry smartphone model, the Wi-Fi feature might not be supported. How to: Wi-Fi technology Check which wireless networks your smartphone connects to The types of networks listed do not reflect network connections, only the ability of your BlackBerry smartphone model to connect to those networks. For more information about the wireless networks that your smartphone connects to, see the Safety and Product Information booklet for your smartphone. 1.On the home screen or in a folder, click the Options icon. 2.Click Device > About Device Versions. The types of networks your smartphone can connect to are listed in the brackets after your smartphone model. Turn on, turn off, or check the status of a network connection You should keep network connections turned off in certain places, such as on an airplane or in a hospital. For more information, see the Safety and Product Information booklet for your BlackBerry smartphone. On the home screen, click the connections area at the top of the screen, or click the Manage Connections icon. •To turn on a network connection, select the checkbox beside a connection type. •To turn off a network connection, clear the checkbox beside a connection type. •To turn on the network connections that were turned on previously, click Restore Connections. •To check the status of a network connection, click Service Status. Related information I can't connect to the mobile network, 271 I can't connect to a Wi-Fi network, 280 User GuideManage Connections 272
Connect to a Wi-Fi network About connecting to a Wi-Fi network Your BlackBerry smartphone can use the Wi-Fi network instead of the mobile network to visit webpages, send and receive email messages, and so on. When you connect to the Internet with a Wi-Fi network, you might avoid data charges that are associated with using your mobile network, and, in many cases, the connection speed is faster. Hotspots are available in many public places. Some hotspots are free to use, while others require payment. Your wireless service provider might provide an application for your smartphone that allows you to log in to a hotspot. If you do not have an application on your smartphone, you might have to set up your own account online and log in manually. If you have an access point or router that supports , you can connect to it using Wi-Fi Protected Setup. When you connect to a Wi-Fi network, your smartphone saves the connection information so that the next time that you are within range of that network, your smartphone connects to it automatically. Connect to a Wi-Fi network 1.On the home screen, click the connections area at the top of the screen, or click the Manage Connections icon. 2.Click Wi-Fi Network. 3.If you want to connect to a public hotspot or to a Wi-Fi network that does not require authentication, select the Show Open networks only checkbox. 4.Click the Wi-Fi network that you want to connect to. 5.If the Wi-Fi network requires authentication, type the password for the network. The name of the Wi-Fi network appears at the top of the home screen. Related information I can't connect to a Wi-Fi network, 280 Connect to a Wi-Fi network using Wi-Fi Protected Setup If your wireless router or wireless access point includes Wi-Fi Protected Setup, you can quickly connect to a Wi-Fi network without entering a long password. 1.On the home screen, click the connections area at the top of the screen, or click the Manage Connections icon. 2.Click Wi-Fi Network > Other Ways to Connect > Wi-Fi Protected Setup (WPS). •To use the Wi-Fi Protected Setup button on your router or access point, click Press button on router. On your router or access point, press the Wi-Fi Protected Setup button. On your BlackBerry smartphone, click Start. •To use a PIN, click Enter PIN into router. On your smartphone, click Start. Your smartphone provides you with a PIN. On the administration screen for your router or access point, type the PIN. Connect to a Wi-Fi network manually If you know the name of the Wi-Fi network that you want to connect to, you can manually connect to the network. User GuideManage Connections 273
1.On the home screen, click the connections area at the top of the screen, or click the Manage Connections icon. 2.Click Wi-Fi Network > Other Ways to Connect > Manually Connect to Network. 3.In the SSID field, type the name of the Wi-Fi network. 4.Click Next. 5.In the Security Type field, click the Wi-Fi network security type and provide any requested information. 6.Click Save and Connect. Related information Options for saved Wi-Fi networks, 275 I can't connect to a Wi-Fi network, 280 Saved Wi-Fi networks Change, move, or delete a saved Wi-Fi network 1.On the home screen, click the connections area at the top of the screen, or click the Manage Connections icon. 2.Click Wi-Fi Network > Saved Wi-Fi Networks. 3.Highlight a saved Wi-Fi network. 4.Press the key. •To change options for the saved network, click Edit. Change the options. Click Save. •To move the saved network and change the order that your BlackBerry smartphone tries to connect to your saved networks, click Move. Click a new location. •To delete the saved network, click Delete. Related information Options for saved Wi-Fi networks, 275 Prevent your smartphone from connecting to a saved Wi-Fi network 1.On the home screen, click the connections area at the top of the screen, or click the Manage Connections icon. 2.Click Wi-Fi Network > Saved Wi-Fi Networks. 3.Highlight a saved Wi-Fi network. 4.Press the key > Disable. Turn on or turn off the prompt that appears for hotspots By default, your BlackBerry smartphone prompts you if you're within range of a saved Wi-Fi network that appears to be a hotspot. If you turn off these prompts, you can turn them on again. 1.On the home screen, click the connections area at the top of the screen, or click the Manage Connections icon. 2.Click Wi-Fi Network. User GuideManage Connections 274
3.Press the key > Options. •To turn on the prompt that appears for hotspots, select the Prompt me when a saved hotspot is found nearby checkbox. •To turn off the prompt that appears for hotspots, clear the Prompt me when a saved hotspot is found nearby checkbox. 4.Press the key > Save. Options for saved Wi-Fi networks Common options OptionDescriptionNameType a display name for the Wi-Fi network.SSIDType the Wi-Fi network name.Security TypeSet the security type that the Wi-Fi network supports.Band typeSet the Wi-Fi network type. If you don't know the network type, don't change this field.SSID broadcastedSet whether the Wi-Fi network broadcasts its SSID.Automatically obtain IP address and DNSSet whether your BlackBerry smartphone receives a routable IP address, a subnet mask, DNS settings, and a gateway address from the Wi-Fi network. Allow inter-access point handoverSet whether your smartphone remains connected to the Wi-Fi network when you move between wireless access points.VPN profileIf necessary, set a VPN profile to use with the saved Wi-Fi network.IP AddressType the IP address for your smartphone.Subnet maskType the subnet mask for the wireless access point that your smartphone should connect to.Primary DNSType the primary DNS that your smartphone should connect to.Secondary DNSType the secondary DNS that your smartphone should connect to.Default gateway addressType the default gateway IP address that your smartphone should connect to.Domain suffixType the domain that your smartphone uses to resolve host names into IP addresses.User GuideManage Connections 275
WEP options These options appear if you choose the WEP security type. OptionDescriptionSelect WEP keySet the type of WEP key for the Wi-Fi network.WEP keyType the WEP key for the Wi-Fi network in hexadecimal format. WPA/WPA2 Personal options These options appear if you choose the WPA/WPA2 Personal security type. OptionDescriptionPassphraseIf necessary, type the WPA or WPA2 Personal passphrase to connect to the Wi-Fi network. WPA/WPA2 Enterprise options These options appear if you choose the WPA/WPA2 Enterprise security type. OptionDescriptionEnterprise Sub-TypeIf necessary, set the enterprise security method for the Wi-Fi network.UsernameIf necessary, type the user name that you use to connect to the Wi-Fi network.PasswordIf necessary, type the password that you use to connect to the Wi-Fi network.CA certificateSet the root certificate that your smartphone should use to verify that it's connecting to the correct Wi-Fi network. Client certificateSet the authentication certificate that your smartphone should use to connect to the Wi-Fi network. Inner link securityIf necessary, set the security protocol that the Wi-Fi network supports for its inner authentication method.TokenSet whether you use a hardware token to connect to the Wi-Fi network.Server subjectIf necessary, type the server subject name that your smartphone should use to verify that it's connecting to the correct Wi-Fi network. User GuideManage Connections 276
OptionDescriptionServer SANIf necessary, type the server SAN that your smartphone should use to verify that it's connecting to the correct Wi-Fi network. Install a root certificate on your smartphone You might not be able to connect to some Wi-Fi networks until you install a root certificate on your BlackBerry smartphone. You can install the root certificate on your computer, and then use the BlackBerry Desktop Software to synchronize the root certificate between your smartphone and your computer. For more information, see the Help in the BlackBerry Desktop Software , or contact your administrator. Wi-Fi calling About Wi-Fi calling If your wireless service provider supports Wi-Fi calling and you subscribe to this service, you can make and receive calls over the Wi-Fi network. You can use the Wi-Fi network to make and receive calls in areas where you have a Wi-Fi connection to the Internet, even if you have limited or no mobile network coverage. For more information about Wi-Fi calling, contact your wireless service provider. Change your Wi-Fi calling preferences 1.On the home screen, click the connections area at the top of the screen, or click the Manage Connections icon. 2.Click Networks and Connections > Mobile Network. 3.Change the Preferred Network for Calls field. 4.Press the key > Save. Wi-Fi diagnostic reports Submit a Wi-Fi diagnostic report 1.On the home screen or in a folder, click the Options icon. 2.Click Networks and Connections > Wi-Fi Network. 3.Press the key > Troubleshoot > Wi-Fi Diagnostics. 4.Press the key > Email Report or PIN Report. User GuideManage Connections 277
Set options for Wi-Fi diagnostic reports When you set options for Wi-Fi diagnostic reports, if you set a default recipient, each time that you submit a Wi-Fi diagnostic report, your BlackBerry smartphone sends the report to that recipient. If you want to specify a recipient each time that you submit a report, do not set a default recipient. 1.On the home screen or in a folder, click the Options icon. 2.Click Networks and Connections > Wi-Fi Network. 3.Press the key > Troubleshoot > Wi-Fi Diagnostics. 4.Press the key > Options. •To include advanced data in Wi-Fi diagnostic reports, change the Display Mode field to Advanced. •To set a default recipient for Wi-Fi diagnostic reports, type the contact information. 5.Press the key > Save. Connection permissions for third-party applications PermissionDescriptionUSBSet whether third-party applications can use physical connections, such as a USB cable or RS-232 cable, that you have set up for your BlackBerry smartphone. BluetoothSet whether third-party applications can use Bluetooth connections.PhoneSet whether third-party applications can make calls or access call logs.Location DataSet whether third-party applications can use your GPS location information.Server NetworkSet whether third-party applications can access the Internet or your organization's intranet using your organization's network.InternetSet whether third-party applications can access the Internet through your wireless service provider (for example, using a direct Internet connection or WAP gateway).Wi-Fi (if supported)Set whether third-party applications can use Wi-Fi connections. Related information Third-party application control, 347 About using Wi-Fi with VPN and software tokens If you have a Wi-Fi enabled BlackBerry smartphone and if your organization uses a VPN to control access to its network, you might be able to log in to the VPN and access your organization's network using a Wi-Fi network. If you have a Wi-Fi User GuideManage Connections 278
enabled smartphone, you might also need a software token to connect to your organization's network using a Wi-Fi network. Wireless coverage indicators Indicators in the upper-right corner of the home screen display the wireless coverage level for the area that you are using your BlackBerry smartphone in. For more information about wireless coverage areas, contact your wireless service provider. IndicatorDescription Provides information about the strength of the wireless signal. Three or more bars indicate a strong signal. A reduced signal display might indicate increased power output from your smartphone as it attempts to connect to a weak signal.3G , 4G , H+ , EDGE, GPRS, NXTL, MIKE, or NTWKYou're connected to a mobile network and you can access features such as email messaging and Internet browsing. If you don't see one of the indicators, you might be in an area of reduced wireless coverage where some features aren't available (you might only be able to make a phone call or send and receive text messages). You can call only emergency numbers. You're in an area of no wireless coverage. The connection to the mobile network is turned off. You're connected to a Wi-Fi network and you can access BlackBerry services such as email messaging and Internet browsing over the Wi-Fi connection. Your Wi-Fi connection is turned on, but you're not connected to a Wi-Fi network, or you're connected to a Wi-Fi network, but you can't access BlackBerry services such as email messaging and Internet browsing over the Wi-Fi connection. Your Bluetooth connection is turned on, and you're connected to a Bluetooth enabled device. Your Bluetooth connection is turned on, but you're not connected to a Bluetooth enabled device. Related information About emergency calls and Emergency Callback Mode, 68 User GuideManage Connections 279
Troubleshooting: Wi-Fi technology I can't connect to a Wi-Fi network Depending on your BlackBerry smartphone model, the Wi-Fi feature might not be supported. Try the following actions: •Verify that you turned on the connection to the Wi-Fi network. •Verify that you're in a Wi-Fi coverage area. If you're connecting to a home network, see if other wireless devices are able to connect. If you're connecting to an enterprise Wi-Fi network or a hotspot, talk to your administrator or an employee at the hotspot. •Verify that the time on your 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). •If the Wi-Fi network doesn't appear in the Wi-Fi Network application, it might be hidden. If you know the network name, try connecting to the Wi-Fi network manually. •In the Wi-Fi Network application, verify that the options for the Wi-Fi network are correct. To find out what options to use, for a home network, refer to the information that came with your router; for an enterprise 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 switched Wi-Fi networks manually, switch to another Wi-Fi network or set your smartphone to scan for available Wi-Fi networks. •If your email account uses a BlackBerry Enterprise Server, your smartphone might prevent you from connecting to certain wireless access points. For more information, contact your administrator. •If you're using the Push Button Setup method, verify that the access point is enabled with Wi-Fi Protected Setup, and that it has been set to send its profile. Verify that another device isn't also attempting to connect at the same time, and that not more than one access point within range is in this mode. For more information, see the information that came with your router. •If you use PEAP, EAP-TLS, EAP-FAST, EAP-TTLS, or EAP-SIM 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 certificate must be transferred to 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 added your authentication certificate to your smartphone. The certificate must be transferred to your smartphone before you can connect to the network. For more information, talk to your administrator. Related information Connect to a Wi-Fi network manually, 273 Connect to a Wi-Fi network, 273 Turn on, turn off, or check the status of a network connection, 266 User GuideManage Connections 280