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TROUBLESHOOTING GUIDE

I can't find an email using the BlackBerry Device Search app

The BlackBerry Device Search app only searches email that is in the BlackBerry Hub. You can

read the Help from BlackBerry Hub to learn how to add email accounts to the BlackBerry Hub

I can't connect to the mobile network

Try the following:

• Check that airplane mode is turned off. Swipe down from the top of the screen once using two

fingers, or twice using one finger. Tap > More. Check that the Airplane mode switch is turned

off.

• Try switching to another mobile network. Please see Switch mobile networks manually.

• Check that the SIM card is inserted correctly in your device. Please see Insert the SIM card.

I can't connect to a Wi-Fi network

Start by checking the following:

• Verify that Wi-Fi option is turned on. Swipe down from the top of the screen once by using two

fingers, or twice using one finger. Tap > Wi-Fi.

• Try turning airplane mode on and off. Check "Turn on airplane mode".

• Check that your password for Wi-Fi network is correct.

• Turn off your device, then turn it on again.

• Delete the information used to connect to Wi-Fi network, then try to connect again.

• Verify if the mobile hotspot mode is turned off. If mobile hotspot mode is on, your device can't

connect to a Wi-Fi network. Swipe down from the top of the screen once by using two fingers, or

twice using one finger. Tap > More > Tethering & Mobile Hotspot.

• Unplug your modem or router for 15 seconds, then plug it in again.

• Try connecting your device to another Wi-Fi network at another location. If you can connect to

another Wi-Fi network, the problem might be specific to the Wi-Fi network at the original

location.

Try more advanced troubleshooting options:

• Try choosing a different authentication type. Swipe down from the top of the screen once by

using two fingers, or twice using one finger. Tap > Wi-Fi. Touch and hold Wi-Fi network, then

tap Modify network.

• Check if the time on your device is correct and synchronized with the network time.

If the times are different between your phone and network, it could cause a network connect

failure problem since the certificate has an expiration date, for example, connecting to a network

might require that you have a certificate on your device, and the certificate has an expiration