I am unable to install Java on my computer. What do I do?
Your IT administrator may limit your ability to install software on your computer due to business restrictions. Either use another computer or ask your IT helpdesk to install the basic Java Runtime Edition (JRE) on your computer.
The "Next" button remains dimmed but the progress bar is complete. I can't proceed.
When you run the webOS Doctor application, the progress bar may appear to be complete, but the "Next" button remains dimmed and is not clickable. The tool may appear to be frozen.
This can occur if you're using Windows XP while the tool loads the device drivers. It can take up to 15 minutes if this is the first time. The "Next" button will be dimmed during this period.
Check the tool in 15 minutes. The "Next" button will illuminate when the drivers are loaded.
The application stalls at the "checking system" operation.
In rare cases, the application may stall at the "checking system" operation. If this happens:
Disconnect the device.
Uninstall webOS Doctor
Re-install the tool.
Try the update again.
How do I restore my data?
To restore the personal information manager (PIM) data on your phone after a wireless update, after performing a remote wipe, or after using the Palm webOS Doctor, log in to your Palm profile using these steps.
Note Running the webOS Doctor deletes all files stored in the USB drive. If you have media files (picture, videos, music), docs, or other files backed up to your computer, copy the files back from your computer to your phone as you did before.
Press and hold the power button on the upper-right corner of your phone until you see a logo on the screen (approximately five seconds). Then slide out the keyboard and follow the onscreen instructions to complete setup.
Tap your language on the screen to select it. Your phone will check the network for voice and data activation.
When the Phone Activated message is displayed, tap Next.
To accept the terms and conditions for Palm services, tap Accept.
Tap Sign in With My Profile.
Important Use the same email address and password you used originally—don't create a new profile.
Enter your email address.
Enter your password.
Tap Sign In.
When you do this, all data that has been backed up to your profile (such as contacts, calendar events, and tasks, as well as apps you installed through App Catalog) is restored to your phone.
If you set up synchronization of email, contacts, calendar events, or other data with online accounts such as Google or Microsoft Exchange ActiveSync, information from these accounts is also restored to your phone after you log in to your existing Palm profile.
If you want to restore files that were stored in your phone's USB drive (photos, videos, music, documents, ringtones, and so on), you need to have copies of those files available elsewhere. For example, if you have copies of the files on your computer, you can transfer them back to your phone. See: How do I copy files from my computer to my phone?
I accidentally selected the wrong language for running the tool. What do I do?
Exit the tool, and run it again.
How do I remove the back cover from a Palm® Pre™ phone?
Press and release the back cover release on the bottom of your phone.
Insert your thumbnail, a credit card, or a coin into the hairline opening between the cover and the phone.
Slide your nail or the other item halfway up one side of the phone until you hear the clasp release. Repeat on the other side of the phone.
Lift off the back cover.
To replace the cover:
Position the cover over the phone and gently press the top two clasps, located at the top corners.
Press the two clasps halfway down either side of the phone.
Slide out the keyboard, and then press the two clasps at the bottom corners.
During the recovery process, my phone screen is not changing after a long time. What do I do?
If the screen displays a red battery icon, your phone battery is being charged. This can take up to one hour.
If the screen displays any other graphic and does not change after about 10 minutes, try the following in sequence:
Run webOS Doctor again. Most recovery errors can be corrected by running the tool again.
If the second attempt doesn't work, contact your mobile service provider for help.
Do I need to log in to my Palm profile again? When do I do this?
After the recovery process has finished, a screen appears on your phone prompting you to enter your Palm profile email address and password to log in. This screen may not appear for a few minutes after you click Done in webOS Doctor on your computer. Logging into your Palm profile downloads all your backed-up data, as well as information from online accounts such as Google and Exchange ActiveSync, back to your phone.
I accidentally removed the battery or disconnected the cable during the recovery process. What do I do?
You will see the following error:
Phone Disconnected
Click OK to try again
Here's what to do if this happens:
Make sure that the USB cable is securely connected to your phone and your computer.
Click OK to run the tool again.
If the tool does not run successfully, contact your mobile service provider for help.
I get an error message: "We were unable to reset your phone." What do I do?
You will see the following error:
We were unable to reset your phone.
Please go to Palm Support for help.
Here's what to do if this happens:
Make sure you're using the USB cable that came with your phone. Other cables may cause connectivity issues with webOS Doctor. If you're using a different cable, do the following:
Click Done on your computer.
Disconnect your phone from your computer.
Reconnect your phone using the USB cable supplied with your phone.
Re-download the webOS Doctor software and run it again.
Make sure your phone battery has at least a 5% charge. If you're not sure, do the following:
Click Done on your computer.
Disconnect your phone from your computer.
Connect your phone to the AC charger, and plug the AC charger into a working outlet.
Charge your phone for at least 20 minutes.
Re-download the webOS Doctor software and run it again.
If you are using the correct cable and the battery is charged, and you still see the error message, do the following:
Click Done on your computer.
Disconnect your phone from your computer.
Reconnect your phone to your computer.
Re-download the webOS Doctor software and run it again.
How do I run webOS Doctor again?
On your computer, close the webOS Doctor window.
Return to the download page and re-download the webOS Doctor.
How do I copy files between my computer and my phone?
Connect your phone to your computer using the USB cable.
Tap USB Drive on your phone. If a notification appears, read it and tap OK.
On your computer, go to My Computer (Windows XP), Computer (Windows Vista), or Launcher (Mac), and double-click the removable drive that represents your phone.
Drag and drop the files you want to copy between your phone and your computer.
on the upper-right corner of your phone until you see a logo on the screen (approximately five seconds). Then slide out the keyboard and follow the onscreen instructions to complete setup.
