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Blackberry

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Rebooting

If the specific trouble-shooting solutions below do not work, many problems can be fixed by rebooting your device.

To reboot:

1. Turn off your device
2. Remove the battery for at least 15 seconds. (This causes a full reboot, no data is lost)
3. Once it's back online, try again

If your problem persists, please provide us with the error log for trouble shooting.

Viewing Error Log:

1. Attempt to sign on
2. Go to the home screen for your device
3. Once there, hold down the left alt key and type lglg
4. This will bring up the built in BlackBerry log utility
5. From the track wheel menu, choose "Copy Day's Events"
6. Paste them into an email and relay them here system@voip.com
7. VoipCall logs errors to this log, and seeing it will help us further determine what the problem may be

Specific Errors and Trouble Shooting

APN (Access Point Name):

APN errors can be recognized by a "failed to open tunnel" or similar error message.

In some low-signal situations, this error this will occur even if the APN is entered.

BlackBerry WAP networking is dependent on the APN information being entered. Most phones do not come with this information entered. In order to correct this, you may need to contact your service provider for the APN and entry instructions.

DNS (Domain Name Server) errors:

You can usually resolve DNS errors by re-registering with the network.
The following steps will re-register your device with the network:

1. Go to Options -> Host Routing Table (may be under advanced options)
2. Choose any host not highlighted in bold and select "Register Now" from the track wheel menu
3. Try VoipCall again.

FireWall and Permissions:

1. Reset your firewall by going to HomeScreen -> Options -> Security Options -> Firewall
2. Reset from the track wheel menu
3. Go to Security Options -> Application Permissions and scroll down to Yak On
4. Select VoipCall and choose "Edit Permissions" from the track wheel menu
5. Make sure VoipCall has connection permissions for the network

BES (Blackberry Enterprise Server):

BES admin controls the network routing for BES users. If third party networking or url access is restricted, you will need to contact your network administrator to resolve these issues.