Troubleshooting Wi-Fi and networking on the BlackBerry PlayBook

Article ID: KB26096
Type: Support Content
Last Modified: 04-14-2011

Overview

To troubleshoot a Wi-Fi connection on a BlackBerry PlayBook, please try the following actions:

  • On the status bar, tap the Wi-Fi indicator and verify that the switch is set to On.
  • The connection might have timed out. Try connecting again.
  • Your BlackBerry® PlayBook™ tablet might be too far away from the wireless access point or wireless router to connect. Move your tablet closer and try connecting again.
  • Verify that you're in a Wi-Fi® coverage area. If you're connecting to a home network, see if other wireless devices are able to connect. If you're connecting to an enterprise Wi-Fi network or a hotspot, talk to your administrator or an employee at the hotspot.
  • Verify that the time on your tablet is synchronized with the network time. If the times are different, it could prevent your tablet from connecting (for example, if connecting to the network requires you to have a certificate on your tablet and the certificate has an expiration date).
  • If the Wi-Fi network doesn't appear in the list of available networks, the network might be hidden. If you know the network name, try connecting to it manually.
  • Verify that the options for the Wi-Fi network are correct. To find out what options to use, for a home network, refer to the information that came with your router; for an enterprise Wi-Fi network, talk to your administrator; for a public hotspot, refer to any information provided for the hotspot or talk to an employee at the hotspot who might have details about how to connect.
  • If you switched Wi-Fi networks manually, try switching to another Wi-Fi network.
  • If you are using the Push Button Setup method, verify that the access point uses Wi-Fi Protected Setup™, and that it has been set to send its profile. Verify that another device is not also attempting to connect at the same time, and that not more than one access point within range is in this mode. For more information, see the information that came with your router.
  • If you use PEAP, EAP-TLS, EAP-FAST, or EAP-TTLS to connect to a Wi-Fi network, verify that you have installed the root certificate for the certificate authority server that created the certificate for the authentication server. The certificate must be transferred to your tablet before you can connect to the network. For more information, talk to your administrator.
  • If you use EAP-TLS to connect to a Wi-Fi network, verify that you have added your authentication certificate to your tablet. The certificate must be transferred to your tablet before you can connect to the network. For more information, talk to your administrator.
Please see the Additional Information section for more advanced troubleshooting steps.

Additional Information

When connecting your PlayBook to Wi-Fi for the first time if you run into problems there are some detailed pieces of information that you can access that will help BlackBerry Technical Support diagnose your issue. Additionally, typical networking tools to troubleshoot most forms of network connectivity issues are also available. These tools and their locations will be expanded upon below.

Accessing the tools
During the initial setup if you run into problems connecting to WiFi click the Settings icon in the bottom left of the screen to access the diagnostic tools.

Once in this menu if you click the dropdown on the right hand half of the screen you will see a list of diagnostic options as shown in the image below:



If you need to access these tools after initial setup click the Settings icon in the top right hand corner of the home screen and on the left navigational menu scroll down to and select Wi-Fi and then in the bottom left of the screen select the WiFi signal icon with a question mark on it .

Note: If you click this drop down you will see a longer list of tools than the above as shown in the image below. All of these tools will be explained in more detail in the following 'Tools' sections.



Wi-Fi Troubleshooting Tools

Wi-Fi Information - This tool will provide you some detailed information about your Wi-Fi connection such as SSID, Channel, etc. If there is a failure with something related to associating with a Wi-Fi hotspot it will be shown in the 'Failure Reason' section of this tool.

Note: The 'Failure Reason' field is only available if you access this drop down option outside of the initial setup. For issues during the initial setup refer to the Logs tool.

Logs - This tool gives you the ability to see any logging related to associating with a Wi-Fi connection. If you touch one of the lines it will allow you to see the entire error message. This information can help you're system administrator determine why the failure is occuring if you are connecting at work, or it can help any Wi-Fi service provider if you are connecting from home or a public hotspot.

Network Troubleshooting Tools

Internet Connection - This isn't a tool that can be used to perform any action or review, but provides information related to your network connection including your IP address, subnet, gateway and DNS servers.

Ping - In the intial setup this tool will allow you to ping a host or IP address to determine response time. If you access this tool from the Settings > Wi-Fi option you will see additional pre-configured Ping options such as 'Ping Type' which allows you to chose a specific address or IP, the network (Wi-Fi) gateway, or your own IP address (Self).

Traceroute - This tool will allow you to enter an IP address or domain name address and determine the number of router hops a request would take to reach the address.

DNS Lookup - In order to use this tool you need to input the Primary or Secondary DNS address from the Internet Connectivity drop down option in the 'Server' field. After doing this you can enter any domain name in the 'Host' field and then click Send to confirm you can resolve the domain name to an IP address.