Blackberry KEYone Troubleshooting Manual
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Blackberry KEYone Troubleshooting Manual

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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

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Summary of Contents for Blackberry KEYone

  • Page 1 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: •...
  • Page 2 date. • If you use your device for business, your organization might prevent connections to certain wireless access points. For more information, you need to contact your administrator. • If you still can’t connect to WI-FI, you can contact your Internet service provider for help. I can't pair my device with a Bluetooth enabled device •...
  • Page 3 • To find your password,on your BlackBerry device. In order to view additional Settings, swipe down from the top of the screen once by using two fingers, or twice using one finger. Tap >...
  • Page 4 • Check the battery charge level. My phone cannot charge properly • Make sure you are using the BlackBerry charger included in the box. • Make sure that your battery isn’t discharged completely; if the battery power is drained for a long time, it may take around 20 minutes to display the battery charger indicator on the screen.
  • Page 5 • Make sure the SIM card has been inserted correctly • Make sure the chip on your SIM card isn’t damaged or scratched. • Make sure the service of your SIM card is available. Unable to make outgoing calls • Make sure you have dialed a valid number and have touched. •...
  • Page 6 • In this case, you need to deactivate Interruptions/ Do not disturb mode. • To do it just press volume up or down key and select “End now” or modify it in Settings à>Sound & notifications>Do not disturb or In order to view additional Settings, swipe down from the top of the screen once by using two fingers, or twice using one finger, then tap “Alarms only After Factory reset is performed my device asks to enter Google account...
  • Page 7 • Contact your network operator to obtain the PUK code (Personal Unblocking Key). I am unable to download new files • Make sure there’s sufficient phone memory for your download files. • Check your subscription status with your operator. My callers are unable to leave messages on my voicemail •...

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