Issues with logging in to social networking applications

Article ID: KB35424

Type: Support Content

Last Modified: 01-14-2014

 

Product(s) Affected:

  • BlackBerry 10 OS
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  • BlackBerry 10 OS
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The following information is intended for retail support representatives who are assisting customers with troubleshooting.

The social networking applications referred to in this article come preloaded on the BlackBerry smartphone . This includes: Facebook, Twitter, LinkedIn services, Foursquare, and BlackBerry Messenger (BBM).

Ask the customer about connectivity:

  • Determine if the customer has a data connection (for example, can they browse to a webpage or download an application from BlackBerry World storefront)?

Troubleshooting steps:

If a customer is not connected:

  • If connectivity issues persist, the customer may need to contact their wireless service provider for further information (for example, a service disruption may be causing connectivity issues).

Ask the customer about their login credentials:

  • Determine if the customer is correctly typing their login credentials (for example, ask the customer if their password or username has changed)
     

Troubleshooting steps:

The customer may experience issues with logging in to social networking applications on their BlackBerry smartphone if they are incorrectly typing their login credentials.

  • Make sure the customer is correctly typing their login credentials into the social networking application on the BlackBerry smartphone.
    Note: The customer can reveal password icon to display the characters they are typing.
     

Ask the customer about their permissions:

  • Determine if the customer set certain permissions on the social networking application.

Troubleshooting steps:

The customer may experience issues with connecting to social networking applications on their BlackBerry smartphone if they set certain permissions that prevent viewing from a mobile device:

  • Advise the customer to visit the social networking vendor’s website and check settings that might prevent the BlackBerry smartphone from accessing the application.
      

Assist the customer with further troubleshooting steps:

  • Advise the customer to try accessing the social networking application by logging into the website on a computer.
  • The social networking vendor may be experiencing a service disruption. Advise the customer to check the vendor’s website for further information.
    Note: Useful websites to check for social networking service disruptions include: www.downrightnow.com, and www.downforeveryoneorjustme.com.

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