Internet & data troubleshooting: BlackBerry

If you experience issues when you attempt to connect to the internet (such as page not loading or error messages) follow these steps:

Important: If you are unable to make or receive calls along with having issues connecting to the web, power your device off and back on again.

1. Verify that you have had a BlackBerry Internet feature active on your account for at least 2 hours.
2. Verify that the device has at least 2 bars of signal and uppercase GPRS/EDGE/3G connection.
3. Verify that Wi-Fi is turned off.
4. Attempt to access the Internet and note the error message displays.
   • Follow Error: 'A problem occurred while trying to render this page': BlackBerry if that error displays.
   • Follow Error 'HTTP error 500' when browsing the Internet: BlackBerry if that error displays.
   • For any other error, continue troubleshooting below.
5. Clear your browser history, cookies, and cache. See How Tos for steps.
6. Determine if the issue occurs when using the BlackBerry browser ONLY or when using BOTH the BlackBerry browswer and the web2go browser.
   • Fails ONLY in BlackBerry browser
     1. Determine if you are using a BlackBerry Enterprise Server (BES).
        • If you are using a BES, you must contact their BES administrator for further assistance.
     2. If you are NOT using a BES, delete and resend the service books by following Send, resend, or receive service books: BlackBerry OS 6.0.
     3. Remove the battery from the device and re-insert the battery.
     4. Register on the Host Routing Table by following Register the device on the wireless network using the Host Routing Table: BlackBerry.
     5. Verify the APN is set up correctly on the device by following Set the TCP and Access Point Name (APN) settings on the device: BlackBerry and test.
     6. Update or reload the device software.
   • Fails in BOTH BlackBerry and web2go browsers
     
     
     1. Delete and resend the service books by following Send, resend, or receive service books: BlackBerry OS 6.0.
     2. Remove the battery from the device and re-insert the battery.
     3. Register on the Host Routing Table by following Register the device on the wireless network using the Host Routing Table: BlackBerry.
     4. Verify the APN is set properly by following Set the TCP and Access Point Name (APN) settings on the device: BlackBerry and test.

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