I’m having trouble accessing the Internet on my BlackBerry smartphone

I cannot locate the Web browser icon on my home screen

Try each of these solutions in order until the problem is resolved.

1. Are any icons visible on the home screen?
   To confirm, press the Menu key from the home screen and select Show all.
2. Confirm that browsing is set up on your BlackBerry.
   To confirm, re-send service books to your smartphone.
   
   1. Log in to your BlackBerry Internet Service account and resend your service books to confirm if the problem still exists. (A service book contains information that configures how your BlackBerry smartphone interacts with the BlackBerry Infrastructure. It also turns on specific services for your BlackBerry smartphone.)
   2. When logged into BIS, select Service Books from the left menu.
   3. Click the Send Service Book button. Service Books should be delivered within 5 minutes. When this happens, a confirmation welcome email will appear in your inbox.
   4. Check if the Mobile Browser icon appears on your home screen.
3. Does your plan include mobile browsing?
   To confirm, log in to My Bell to review your plan details. If you are unsure please contact customer service to add an Internet browsing feature.
4. Is the browser installed correctly on your BlackBerry?
   To verify if the browser is installed, select Options, Advanced Options, Applications.
   If it is not among the applications, install the browser.

Last Update:28/05/2012

I cannot access any Web pages after launching the browser

Try each of these solutions in order until the problem is resolved.

1. Are you able to make calls?
   Learn what to do if your BlackBerry isn’t getting any voice or data signal.
2. Does your device display OFF, a lower case 1x, 1xev or 3g in the upper right corner?
   If so, access Manage Connections from the home screen and check mobile network so that it is on. Access Mobile Network Options to toggle data from off to on.
   If the issue returns, start over beginning with step 2.
3. Remove the battery and reinsert it after 10 seconds.
   If the issue returns, start over beginning with step 2.
4. Do you receive an error message when launching the browser?
   Search for specific error messages in the BlackBerry technical solution centre.
   Please back up your data first.
5. How to wipe your BlackBerry

If these steps haven’t solved the problem, please contact Technical Solutions for assistance. Have your troubleshooting documentation and your account information on hand when calling.

Last Update:28/05/2012

I cannot access certain Web pages from my browser

Try each of these solutions in order until the problem is resolved.

1. Is the address valid?
   If possible, test the Web address on a computer or another device.
2. Are you able to browse other Web pages on your BlackBerry?
   Try surfing other pages and check that other services such as email or instant messaging are functioning.
   If no data services work, review I cannot access any Web pages after launching the browser.
3. Is your browser set as an Internet Browser?
   To confirm, select Options, Advanced Options, Browser and set all configurations to Internet Browser. Exact instructions may vary by device
   Visit the phones and accessories page and select your phone model if you need to consult your user guide for more detailed instructions.
4. Is your browser configured to enable JavaScript, embedded media and images?
   From the Browser press the Menu key and select Options, Browser Configuration and check:
   
   1. Support JavaScript
   2. Allow JavaScript pop ups
   3. Show Images
   4. Use Background Images
   5. Support Embedded Media
5. Does the page you are viewing require a specific browser configuration?
   From the browser press the Menu key and select Options and then Browser Configuration. Set browser identification to Internet Explorer.
6. Clear old information that may be using up memory.
   From the browser press the Menu key and select Options, Cache Options and then Clear History and Cookies.

Last Update:28/05/2012