Unable to browse to any websites on the BlackBerry smartphone

Article ID: KB11678

Type: Support Content

Last Modified: 08-10-2012

 

Product(s) Affected:

  • BlackBerry 7 OS and earlier
  • BlackBerry Internet Service
CollapseEnvironment
  • BlackBerry® Internet Service 
  • BlackBerry® smartphones
CollapseOverview

When opening the browser on the BlackBerry® smartphone, the following error message appears:

Unable to connect to the Internet please try again if the problem persists please contact your service provider.

CollapseCause
CollapseResolution

Cause 1

BlackBerry® Internet Service Browsing is not active with the wireless service plan or the wireless service provider does not support this feature.

Resolution 1

Contact the wireless service provider.


Cause 2

The browser service book are corrupted or not active.

Resolution 2

Double check the presence of BlackBerry® Internet Browsing Service[BrowserConfig] and IPPP for BIBS[IPPP] service books. It is possible the needed service book displays a circle instead of a check mark off to the left side. Should this be the case, skip to Cause 8.

For instructions on how to clear a specific service book, refer to Task 1 in KB05010.


Cause 3

The connection to the wireless network is turned off.

Resolution 3

Turn on the the connection to the wireless network. For instructions on turning on the connection to the wireless network, please refer to the BlackBerry® smartphone user guide.


Cause 4

The network status of the BlackBerry® smartphone is not adequate.

Resolution 4

To verify the network status, refer to the article that is appropriate for your BlackBerry® smartphone:

  • For information on network status indicators for the GSM®/GPRS/EDGE networks, see KB02334.
  • For information on network status indicators for the CDMA network, see KB02335.

If the network status of the BlackBerry® smartphone does not allow the BlackBerry® smartphone to browse, contact your wireless service provider.


Cause 5

The BlackBerry® smartphone has not yet connected to the data network with its current SIM card.

Resolution 5

Make sure that the SIM card is inserted into the BlackBerry® smartphone correctly. For instructions, see the user guide for your BlackBerry® smartphone. Register the BlackBerry® smartphone on the wireless network. For instructions on registering, see KB00510.


Cause 6

The wireless service provider's network is not functioning as intended.

Resolution 6

Contact the wireless service provider for more information.


Cause 7

The default browser configuration is set to WAP Browser or BlackBerry.

NOTE: This only applies to BlackBerry® Device Software 4.0 to 5.0

Resolution 7

Change the default browser configuration to Internet Browser by performing the following steps:

  1. On the Home screen of the BlackBerry® smartphone, click Options > Advanced Options > Browser.
  2. Set the default browser to Internet Browser.

Cause 8

An IT policy on the BlackBerry® smartphone is blocking the use of the browser.

Resolution 8

If the BlackBerry® smartphone is currently activated on a BlackBerry® Enterprise Server, contact the administrator for further support.

If the BlackBerry® smartphone was previously connected to a BlackBerry® Enterprise Server, please see KB14202 for instructions on removing the IT policy.

 


Cause 9

When Data Services is turned off, the device will not be able to connect with the Internet over the carrier network or Wi-Fi®. This will also prevent Internet enabled applications from functioning.

Resolution 9

Turn Data Services on for the BlackBerry® Smartphone

For BlackBerry® Device Software 5.0 and 6.0

  1. Open the Manage Connections 
  2. Select Mobile Network Options 
  3. Change the drop-down menu for Data Services to On

For BlackBerry® Device Software 7.0

  1. Open Manage Connections 
  2. Select Networks and Connections 
  3. Select Mobile Network 
  4. Change the drop-down menu for Data Services to On
CollapseAdditional Information

For related information see:

  • If there are differences between browsers on the BlackBerry® smartphone, see KB03892.
  • If the Browser icon does not appear on the BlackBerry® smartphone, see KB03710.

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Visit the BlackBerry Technical Solution Center at www.blackberry.com/btsc.