"Your device is connected to a network but the Internet service is not available. Check your network settings." is displayed when setting up a personal Microsoft Exchange ActiveSync account on the BlackBerry 10 smartphone

Article ID: KB34244

Type: Support Content

Last Modified: 08-28-2013

 

Product(s) Affected:

  • BlackBerry 10 OS
CollapseEnvironment
  • BlackBerry 10 OS
  • Microsoft Exchange ActiveSync 
  • DT 7162015
  • PR 332978
CollapseOverview

When setting up a personal Microsoft Exchange ActiveSync account on the BlackBerry 10 smartphone, the following error is displayed:

Your device is connected to a network but the Internet service is not available. Check your network settings.

CollapseCause
A non-SSL port (for example, port 80) has been set as the default port for the Microsoft Exchange ActiveSync account on the BlackBerry 10 smartphone.
CollapseResolution
Upgrade to BlackBerry 10 OS version 10.1.0.4633 (Software Release 10.1.0.4181) or higher.
CollapseWorkaround

Note: Ensure that SSL is enabled in the Microsoft Exchange ActiveSync environment before attempting this workaround. If unsure if SSL is enabled in the environment, contact the administrator.

During the setup of the Exchange ActiveSync account on the smartphone, use the following settings:

  • Use SSL: On
  • Port: 443
CollapseAdditional Information

Only personal accounts on non-SSL ports are affected. Using non-SSL port 80 in a BlackBerry Device Service Email Profile works correctly.

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