Troubleshooting issues with not pairing

Article ID: KB35601

Type: Support Content

Last Modified: 01-14-2014

 

Product(s) Affected:

  • BlackBerry 7 OS and earlier
Jump to: Environment | Overview
CollapseEnvironment
  • BlackBerry 7 and earlier
  • Bluetooth
CollapseOverview

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

Bluetooth is a medium-range wireless technology that is designed to connect nearby devices in a personal area network. The effective range of Bluetooth varies significantly, but is often 10 meters or less. If a customer has difficulty connecting using Bluetooth, use the following steps as a guide for troubleshooting.

Try the following actions to resolve the issue. If the issue persists, proceed to the next troubleshooting step. For more information about supported Bluetooth technologies and general Bluetooth information,
visit www.blackberry.com/btsc to read article KB04010.

Verify Bluetooth connectivity

Make sure the Bluetooth symbol appears on the Home screen of the BlackBerry smartphone. If not, enable Bluetooth technology:

  1. On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon.
  2. Select the Bluetooth check box.

Verify compatibility:

Verify that the BlackBerry smartphone is compatible with the Bluetooth enabled device. For more information about how to check Bluetooth versions and available Bluetooth profiles, see the documentation that came with the Bluetooth enabled device.

Pair the device:

The first step to troubleshooting is to reproduce the customer issue by pairing the BlackBerry smartphone with another Bluetooth enabled device.

For more information, visit docs.blackberry.com. Under the BlackBerry Manuals & Help section, choose BlackBerry Manuals > Smartphones > BlackBerry smartphones. Choose the relevant BlackBerry smartphone model. User guides are easily identified in the list by the words “User Guide” at the beginning of the title. Choose the relevant user guide and search for “Bluetooth” to find relevant information. You can find additional help in the BlackBerry smartphone Help application. Start the Help application, tap the Search icon (magnifying lens), and search for “Bluetooth”.

Make sure the BlackBerry smartphone is discoverable:

Some Bluetooth accessories, such as a car, may need to discover the BlackBerry smartphone rather than having the BlackBerry smartphone discover the accessory. If the BlackBerry smartphone does not detect the desired Bluetooth accessory, make the BlackBerry smartphone discoverable and initiate pairing from the Bluetooth accessory.

Note: When you choose Discoverable in the Bluetooth menu, select 2 minutes instead of Yes to reduce the exposure and visibility of your BlackBerry smartphone to other users.

BlackBerry Device Software 5

  1. On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon.
  2. Click Bluetooth Options.
  3. Press the Menu key.
  4. Click Options.
  5. Set the Discoverable field to 2 minutes.
  6. Press the Menu key.
  7. Click Save.

BlackBerry 6 and later

  1. On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon.
  2. For BlackBerry 7 and later, click Networks and Connections.
  3. Click Bluetooth Connections.
  4. Set the Discoverable field to 2 minutes.
  5. Press the Menu key.
  6. Click Close.

Verify that the Bluetooth device is set as a trusted connection:

The customer might experience issues if the Bluetooth device that is paired with the BlackBerry smartphone is not set as a trusted connection in the BlackBerry smartphone properties.

BlackBerry Device Software 5

  1. On the Home screen, click the Options icon.
  2. Select Bluetooth.
  3. Highlight the Bluetooth paired device in the list that is experiencing the issue.
  4. Press the Menu key.
  5. Select Device Properties.
  6. Set Trusted to Yes.
  7. Press the Menu key, and then select Save.

BlackBerry 6 and later

  1. On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon.
  2. For BlackBerry 7 and later, click Networks and Connections.
  3. Click Bluetooth Connections (Bluetooth in BlackBerry 7 and later).
  4. Highlight the Bluetooth paired device in the list that is experiencing the issue.
  5. Press the Menu key.
  6. Select Device Properties.
  7. Set the Trusted field to Yes.
  8. Press the Menu key, and then select Save.

Make sure encryption is turned off between the BlackBerry smartphone and the Bluetooth enabled device:

Turn off encryption for Bluetooth connections between the BlackBerry smartphone and the Bluetooth enabled device.

BlackBerry Device Software 5

  1. On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon.
  2. Click Bluetooth Options.
  3. Select the Bluetooth paired device in the list that is experiencing the issue.
  4. Press the Menu key.
  5. Select Device Properties.
  6. If possible, select No in the Encryption dropdown list.
  7. Click Menu, and then select Save.

BlackBerry 6 and later

  1. On the Home screen, click the connections area at the top of the screen, or click the Manage Connections icon.
  2. For BlackBerry 7 and later, click Networks and Connections.
  3. Click Bluetooth Connections (Bluetooth in BlackBerry 7 and later).
  4. Select the Bluetooth paired device that is experiencing the issue.
  5. Press the Menu key.
  6. Select Device Properties.
  7. If possible, clear the Encryption check box.
  8. Press the Menu key, and then select Save.

For more information about supported Bluetooth technologies and general Bluetooth information,
visit www.blackberry.com/btsc and search for article KB04010.

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