Unable to Connect. Please ensure connectivity or contact support.

Cause: Common use cases include the following:

  • User does not have internet access, wireless signal has been turned off, or the device is in low signal coverage.
  • The Network, Database, Web Service, or BlackBerry server is down.

Resolution: To resolve this issue follow the steps below:

  1. Verify that the user has connectivity. To do this, check your device’s network connection settings and confirm you are connected to a network.
  2. Confirm that your network has a strong signal.
  3. Open your application settings and note the URL you are using to connect to your app.
  4. Verify that the user can hit the Test Page on the device by using the URL obtained in step 3.
  5. Verify the user can navigate to external web sites by opening the device’s browser.
  6. Verify that the AppServer, Database Server, or BES (BlackBerry) is running and responding.
Note:  In some instances, this error can occur due to our deprecated dashboard entity being mapped to the dashboard screen. To resolve this, a new entity needs to be created along with a new screen. This screen would then need to be enabled as the Startup Screen in the Screen Properties > Display Properties.

- Here is a KB article that shows you how to hit the Test Page (from step 4 above):


- Additional troubleshooting Blackberry connectivity can be found here:

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