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New Contributor
noe_jon16
Posts: 9
Registered: ‎01-09-2013
My Device: BB Curve 9360

Curve 9360 unable to turn on wifi

Whenever i try turning on my wifi, the little box just goes gray for a while, and then goes back to normal. So whenever i go under manage connections and i try turning it on it says "unable to turn on wifif". If you click troubleshoot and click on wifi diagnostics, under blackberry infrastructure the connecting box has an red x in it. If i view it it says "connecting: error". It seems to have started after i updated something and the restarted my phone. I dont know if that has anything to do with it but anyways if anyone could help me i would greatly appreciate it !

Hall of Famer II
sdgardne
Posts: 48,740
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Curve 9360 unable to turn on wifi

Hi and Welcome to the Community!

Anytime random strange behavior or sluggishness creeps in, the first thing to do is a battery pop reboot. With power ON, remove the back cover and pull out the battery. Wait about a minute then replace the battery and cover. Power up and wait patiently through the long reboot -- ~5 minutes. See if things have returned to good operation. Like all computing devices, BB's suffer from memory leaks and such...with a hard reboot being the best cure.

Best!


Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
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New Contributor
noe_jon16
Posts: 9
Registered: ‎01-09-2013
My Device: BB Curve 9360

Re: Curve 9360 unable to turn on wifi

I tried a reboot several times. I even did a swipe and reinstalled the software that it came from when i bought it. None of it worked, it still wont let me connect to the wifi

Hall of Famer II
sdgardne
Posts: 48,740
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Curve 9360 unable to turn on wifi

"swipe"??? I'm assuming you meant "WIPE"... ;-)

 

Please then try to boot into Safe Mode:

  • KB17877 How to start a BlackBerry smartphone in Safe Mode

It may take you multiple attempts to get the ESC key sequence (press/release/hold) correct, so be patient. When successfully into Safe Mode, then let me know if the behavior continues or if you can then get WiFi to enable.

 

Good luck and let us know!


Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
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PIN: C0001B7B4   Display/Scan Bar Code
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New Contributor
noe_jon16
Posts: 9
Registered: ‎01-09-2013
My Device: BB Curve 9360

Re: Curve 9360 unable to turn on wifi

I got into safe mode and tried connecting the wifi, it still says "unable to turn wifi on"

Hall of Famer II
sdgardne
Posts: 48,740
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Curve 9360 unable to turn on wifi

Hmmm...OK, next let us check for an IT Policy:

  • KB30076 How to check for an IT Policy on a BlackBerry smartphone

If you are part of BES, or even if you are not but your BB was once on BES, there may be an IT Policy that is blocking the use of WiFi.

 

If not, then please go back to the beginning...you said:


noe_jon16 wrote:

It seems to have started after i updated something and the restarted my phone.


 What, exactly, did you update?

 


Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
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New Contributor
noe_jon16
Posts: 9
Registered: ‎01-09-2013
My Device: BB Curve 9360

Re: Curve 9360 unable to turn on wifi

There is nothing under security status information. I dont know what i updated, i just updated everything that was available but didnt want to restart my phone at that moment. A few days later i restarted it, but i only noticed a few days after that that i wasnt connected to the wifi, and when i tried connecting it thats when i noticed the problem.

Hall of Famer II
sdgardne
Posts: 48,740
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Curve 9360 unable to turn on wifi

OK...then we cannot target the specific cause and must instead do the most drastic things.

 

First step, get a good full backup of your BB:

1) If you are on less than BBM7, backup your BBM Contacts to Device or Media Card Memory

  • KB20554 How to back up and restore the BlackBerry Messenger contact list

2) Via Mass Storage Mode, copy the entire contents of your Device and Media Card Memory to your computer

  • KB11879 What is mass storage mode

3) Take a full backup of your BB to your computer via the Desktop Software

  • KB12487 How to back up BlackBerry smartphone data using BlackBerry Desktop Software for Windows

Make sure you have a good separate inventory of all of your add-on apps...most especially those you obtain from other than AppWorld. If you only obtain apps from AppWorld, then you should be OK as it will help you reinstall them later, including those you purchased. But, for non-AppWorld, you need to check those vendors out as to what you have to do in order to reacquire and reactivate your apps from them.

 

Further, make sure you 100% know your current BB ID credentials (both the UserID and the Password)...you will need them.

 


 

Now, perform a Device WIPE:

  • KB14058 How to delete all data and applications from the BlackBerry smartphone using the Security Wipe option
  • KB16307 Actions performed by the BlackBerry smartphone during the removal of stored user and application data

 


 

After it reboots, it will likely make you do a few things, including re-associate to a BB ID...be sure to use the EXACT same BB ID credentials that you originally associated to that BB. As soon as you are done with all of the things it makes you do, immediately proceed to trying the WiFi. Before bothering with anything else, we need to know if this worked or not.

 


 

If it did not work, then stop now and let me know...


 

If it did work, then proceed with this:


I suggest the following steps, in order, even if they seem redundant to what you have already tried (steps 1 and 2 each should result in a message coming to your BB...please wait for that before proceeding to the next step):

1) Register HRT

  • KB00510 How to register a BlackBerry smartphone with the wireless network
  • Please wait for one "registration" message to arrive to your Messages app

2) Delete and Resend Service Books

  • KB05000Delete the service book for the BlackBerry Internet Service email account from the BlackBerry smartphone
  • If you have no CMIME entry, then skip the deletion
  • KB02830 Send the service books for the BlackBerry Internet Service
  • Please wait for "Activation" Messages, one per already configured email account, to arrive in your Messages. If you have no already configured email accounts, please wait 1 hour.

3) Batt Pull Reboot

  • With power ON, remove the back cover and pull out the battery. Wait about a minute then replace the battery and cover. Power up and wait patiently through the long reboot -- ~5 minutes. See if things have returned to good operation. Like all computing devices, BB's suffer from memory leaks and such...with a hard reboot being the best cure.

Now proceed to restore from the backup you took:

  • KB10339 How to use BlackBerry Desktop Software to restore data to a BlackBerry smartphone from a backup file

Now check the contents of your Device and Media Card Memory areas...if they are not fully populated as you recall, use what you copied to your computer to put back anything to the BB.

 

Now restore your BBM Contacts, as per the KB way above.

 

Now reinstall your apps from AppWorld as well as other locations that you may have obtained apps from (that inventory you took up top).


Good luck!


Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code
New Contributor
noe_jon16
Posts: 9
Registered: ‎01-09-2013
My Device: BB Curve 9360

Re: Curve 9360 unable to turn on wifi

okay so i did the wipe, went straight to wifi, and it still tells me that its unable to turn it on and that the wifi radio is off

Hall of Famer II
sdgardne
Posts: 48,740
Registered: ‎11-28-2008
My Device: Z30, Z10 & Q10 (10.2.2.1531), Playbook (2.1.0.1526)

Re: Curve 9360 unable to turn on wifi

OK...now we need to move to a complete and clean OS reload...the simplest way is to, on a PC (you cannot do this on MAC):

1) Uninstall, from your PC, any BB OS packages

2) Make sure you have the BB Desktop Software already installed

3) Download and install, to your PC, the BB OS package you desire:

4) If that OS package is from a carrier other than the carrier for which your BB was originally manufactured, then delete, on your PC, all copies of VENDOR.XML...there will be at least one, and perhaps 2, and they will be located in or similarly to (it changes based on your Windows version) these folders:

  • C:\Program Files (x86)\Common Files\Research In Motion\AppLoader
  • C:\Users\(your Windows UserName)\AppData\Roaming\Research In Motion\BlackBerry\Loader XML

5) Launch the Desktop Software and connect your BB...the software should offer you the OS package you installed to your PC. If, during the process, your BB presents a "507" error, simply unplug the USB cord from the BB and re-insert it...don't do anything else...this should allow the install to continue.



You may also want to investigate the use of BBSAK (bbsak.org) to perform the wipe it is capable of.


You may also want to try this procedure to perhaps narrow down the precise causal item:

  1. Load your OS "bare bones"...if anything is optional, do not install it.
  2. If the behavior presents immediately, then try a different OS with step 1
  3. If the behavior does not immediately present, then run for as long as it takes for you to be sure that the behavior will not present.
  4. Add one thing -- no matter how tempting, just one.
  5. If the behavior does not present immediately, then again run for long enough to be sure it will not have the same problem
  6. Repeat steps 4 and 5 until all things are loaded or the behavior presents

When the behavior presents, you know the culprit...the last thing you loaded.

If the behavior does not re-present, then you know that either step 1 or 2 cured it.

If the behavior presents no matter what, then you likely have a hardware level issue for which no amount of OS or software can cure.

 

Good luck and let us know!


Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
Join our BBM Channels
BSCF General Channel
PIN: C0001B7B4   Display/Scan Bar Code
Knowledge Base Updates
PIN: C0005A9AA   Display/Scan Bar Code