Blackberry PRD-10459-016 User Guide - Page 479
Ping the BlackBerry device from the BlackBerry Enterprise Server., The BlackBerry Enterprise Server
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Administration Guide Troubleshooting Possible cause Possible solution The BlackBerry device is not assigned In the BlackBerry Administration Service, assign the correct BlackBerry device to the correct user account. 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 Resend the IT policy to the BlackBerry device. profile were not sent 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. 479
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