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• If the Wi-Fi network does not appear in the Setup Wi-Fi application and you know the network name, connect to the Wi-Fi network
manually.
• Verify that the connection options in the Setup Wi-Fi application are correct. If you have already verified these options, verify that
the advanced connection settings for the Wi-Fi network are correct.
• If you switched Wi-Fi networks manually, switch to another Wi-Fi network or set your device to scan for available Wi-Fi networks.
• If your wireless service provider supports UMA, verify that your preferred network type is not set to WAN-only.
• If you use PEAP, EAP-TLS, EAP-FAST, EAP-TTLS, or EAP-SIM to connect to a Wi-Fi network, verify that you have installed the root
certificate for the certificate authority server that created the certificate for the authentication server.
• If you use EAP-TLS to connect to a Wi-Fi network, verify that you have added your authentication certificate to your BlackBerry®
device.
I cannot synchronize a certificate
Verify that the certificate synchronization tool of the BlackBerry® Desktop Manager is installed on your computer. If the certificate
synchronization tool is not installed on your computer, re-install the BlackBerry Desktop Software. For more information about installing
the BlackBerry Desktop Software, see the printed documentation that came with your BlackBerry device.
Security troubleshooting
I cannot unlock my device using my smart card
Try performing the following actions:
• Verify that the correct smart card is inserted in the smart card reader.
• Verify that the smart card is inserted in the smart card reader correctly.
My device prompts me to make an emergency call when I type a password
If your BlackBerry® device password contains a combination of letters that corresponds to an emergency access number, your device
might prompt you to make an emergency call when you type your device password.
To continue typing your device password, press the Escape key.
I cannot connect to a Wi-Fi network or log in to a VPN using a software token
Verify that the time on your BlackBerry® device is synchronized with the network time.
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