Unable to view a specific web page using the Internet browser on the BlackBerry smartphone

Article ID: KB12971

Type: Support Content

Last Modified: 04-02-2012

 

Product(s) Affected:

  • BlackBerry Internet Service
CollapseEnvironment
  • BlackBerry® Internet Service
  • BlackBerry® Device Software 4.2 to 7.0
CollapseOverview

The BlackBerry® smartphone user is unable to browse specific web pages using the Internet browser on the BlackBerry smartphone.

CollapseCause
CollapseResolution

Cause 1

The BlackBerry® Internet Service does not support Java applications, TCP sockets, and Triple DES data encryption. Intranets protected by firewalls are not accessible when using the Internet browser on the BlackBerry smartphone.

Resolution 1

If attempting to access a web site that uses a Java application, use a computer Internet browser. If attempting to access an intranet, try using the WAP browser or BlackBerry® Browser. Browser availability varies between wireless service providers.



Cause 2

The web page cannot be rendered for mobile devices. Some web pages such as on-line banking, MSN Hotmail, some stock market sites and Flash and Shockwave dependant sites are not accessible using the Internet browser on the BlackBerry smartphone.

Resolution 2

Contact the web site administrator for a list of supported mobile device web browsers, or determine if there is a different web page available for mobile access.


Cause 3

The WAP Browser (name and icon may vary between service providers) is being used instead of the Internet browser.

Resolution 3

Ensure that the Internet browser is being used by completing the following steps:

Modify the Browser Configuration option (Only applicable for BlackBerry Device Software 4.2 to 5.0)

  1. On the BlackBerry smartphone Home screen, click Options.
  2. Click Browser or click Advanced Options > Browser (depending on the installed version of BlackBerry® Device Software).
  3. Set the Default browser configuration field to Internet browser.
  4. Display the menu and click Save.
CollapseAdditional Information

If the BlackBerry smartphone is unable to load a specific web page, the following troubleshooting steps will resolve this.

Clear the Internet Browser cache on BlackBerry Device Software 4.2 to 5.0

  1. On the BlackBerry smartphone Home screen, click Browser.
  2. Display the menu and select Options.
  3. Click Cache Operations.
  4. Click Clear History.
  5. Click Clear under the headings Content Cache, Pushed Content, and Cookie Cache.

Clear the Internet Browser cache on BlackBerry Device Software 6.0

  1. On the BlackBerry smartphone Home screen, click Browser.
  2. Display the menu and select Options.
  3. Scroll down to Clear Browsing Data. 
  4. Check the following options:  Passwords, History, Cookies, Cache and Pushed Content.
  5. Click Clear Now.

Clear the Internet Browser cache on BlackBerry 7.0

  1. On the BlackBerry smartphone Home screen, click Browser.
  2. Display the menu and select Options.
  3. Scroll down to Clear Browsing Data. 
  4. Check the following options:  Passwords, History, Cookies, Cache, Pushed Content and Download List. 
  5. Click Clear Now.

For related information see:

  • KB03892 - Differences between browsers on the BlackBerry smartphone
  • KB11678 - Unable to connect to the Internet with the BlackBerry smartphone
  • KB03710 - Internet Browser icon does not appear on the BlackBerry smartphone

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