BlackBerry smartphone does not authenticate to the BlackBerry Infrastructure over Wi-Fi when there is no wireless data coverage

Article ID: KB20055

Type: Support Content

Last Modified: 12-14-2011

 

Product(s) Affected:

  • BlackBerry 7 OS and earlier
CollapseEnvironment
  • BlackBerry smartphone with Enterprise and Prosumer services
  • BlackBerry smartphone with Prosumer services
  • BlackBerry smartphone associated to a Wi-Fi® access point with Internet access
CollapseOverview
With some wireless service providers the BlackBerry® smartphone is unable to authenticate to the BlackBerry® Infrastructure over Wi-Fi® when not in coverage of the wireless network, or the wireless radio is turned off. During this situation, the BlackBerry smartphone user is unable to send and receive email.
CollapseCause
When the BlackBerry smartphone connects to the wireless network and completes the registration process, the host routing table is updated with permission for Wi-Fi bypass functionality to the BlackBerry Infrastructure on some wireless service providers. Once this permission exists, the BlackBerry Smartphone is able to authenticate over Wi-Fi to the BlackBerry Infrastructure to bypass the wireless network. If the BlackBerry smartphone does not have data coverage before authenticating to the BlackBerry Infrastructure over Wi-Fi, the permissions needed in the host routing table will not exist and the BlackBerry smartphone will be unable to send and receive email messages through the BlackBerry Enterprise Server. This behavior is dependent on the wireless service provider the BlackBerry smartphone was purchased from.
CollapseResolution
This is expected behavior on some wireless service providers and is resolved by allowing the BlackBerry smartphone to connect to the wireless network prior to the Wi-Fi network. Consult your wireless service provider for further details as to whether you may be affected.
CollapseAdditional Information

If the BlackBerry smartphone is restarted and does not have data access after restarting, the authentication to the BlackBerry Infrastructure will not be successful until wireless data coverage through the wireless network returns.

To determine if the BlackBerry smartphone is not authenticating to the BlackBerry Infrastructure over Wi-Fi, complete the following steps:

  1. From the Home screen, click Manage Connections.
  2. Select Wi-Fi Options.
  3. Press the Menu key, and then click Wi-Fi Tools.
  4. Select Wi-Fi Diagnostics.
  5. Scroll down to the BlackBerry Infrastructure section and confirm that the settings Connecting, Authenticating Router, and Authenticating Server all have a green check mark to the right of the listing.

Disclaimer

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.