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
  • BlackBerry® Internet Service 
  • BlackBerry® smartphones

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.


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.


By downloading, accessing or otherwise using the Knowledge Base documents you agree:

   (a) that the terms of use for the documents found at www.blackberry.com/legal/knowledgebase apply to your use or reference to these documents; and

   (b) not to copy, distribute, disclose or reproduce, in full or in part any of the documents without the express written consent of RIM.

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