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 is not available, but the progress bar is complete. I can’t proceed.

This can occur while the tool loads the device drivers if you’re using Windows XP or Vista. This process can take up to 15 minutes. The Next button is unavailable during this period.

If the Next button does not become available after 15 minutes and your computer is no longer displaying the palm.com/rom screen, put the device in USB update mode.

To put your device in USB update mode:

1. Connect the USB cable to the AC charger, and plug the AC charger into a working outlet.
2. If you can, turn off your device. See Turn everything (the screen and wireless services) on/off .
3. If the device has a removable battery, remove and reinsert the battery. See Replacing the battery on a Pre phone or Replacing the battery on a Pixi phone. Skip this step if your device does not have a removable battery.
4. Press and hold the volume up button and connect the USB cable to the device.

   Note You can press and hold the R key instead, which may be easier.

5. Release the volume up button (or R key) when the screen showing the large USB icon appears.
6. Connect your device to your computer. The Next button becomes available.
7. Click Next to continue with webOS Doctor.
   
   If the Next button remains unavailable, it may be because your device was disconnected from your computer during the driver installation process. In this circumstance, Windows cannot communicate with your device to install the drivers until you clear the driver installation state.
   
   

To clear the driver state, do the following:

1. On your computer, right-click My Computer and click Properties.
2. Click the Hardware tab, and click Device Manager.
3. On the Device Manager list, locate the item displaying a yellow question mark and/or exclamation point.
4. Right-click that item, and click Uninstall.
5. Click OK to uninstall the device from the system. The driver state is now cleared, and your device no longer appears in the list.
6. Run webOS Doctor again, connecting your device to your computer only when prompted.

webOS Doctor stalled while checking my system. What do I do?

In rare cases, the application may stall while checking your system. If this happens:

1. Disconnect your device from the computer.
2. Delete any instances of “Palm webOS(R) Doctor(tm)..." JNLP or JAR files that may be on your desktop.
3. Download and run webOS Doctor again.

I downloaded an incorrect version of webOS Doctor. What do I do?

If you receive a message that your device is not compatible with the version of webOS Doctor you installed, or if you get an error message that your device cannot be reset, run webOS Doctor again. See How do I run webOS Doctor again?

Make sure you choose the proper version of webOS Doctor for your device and your wireless service provider. Also be sure to choose the correct language from the palm.com/rom screen; the language selection changes the wireless service provider and product options. If you try to use the incorrect version, the following error message appears:

How do I restore my data after using webOS Doctor?

To restore the data on your device after using webOS Doctor, log in to your Palm profile using these steps:

1. Press and hold power until you see a logo on the screen (approximately 5 seconds). Then follow the onscreen instructions to complete setup.
2. Tap your language on the screen to select it. Your device checks the network for voice and data activation.
3. When the device activated message is displayed, tap Next.
4. To accept the terms and conditions for Palm services, tap Accept.
5. Tap Sign In With My Profile.

   Important Use the same email address and password you used originally—don't create a new profile.

6. Enter your email address and password, then tap Sign In.
   
   When you do this, the 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 device. For detailed information about what is and is not backed up and restored, see Using Backup .
   
   
   
   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 restored to your device after you log in to your existing Palm profile and reenter the account passwords.
   
   
   
   If you want to restore files that were stored on the 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 device. See How do I copy files between my computer and my device?
   
   
   
   For detailed information about what is and is not backed up and restored, see Using Backup .
   
   

I accidentally selected the wrong language for running the tool. What do I do?

Exit the tool, and run it again. See How do I run webOS Doctor again?

The screen seems frozen during the recovery process. What do I do?

If the screen displays a red battery icon, your device battery is being charged. This can take as long as an hour.

If the screen displays any other graphic and does not change after about 10 minutes, try the following:

1. Return to palm.com/ROM and run webOS Doctor again (see Resetting your device with webOS Doctor.
2. If the second attempt doesn’t work, contact your wireless service provider for help.

Do I need to log in to my Palm profile again?

Yes. After the recovery process has finished, a screen appears on your device 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.

I accidentally removed the battery or disconnected the cable during the recovery process. What do I do?

If a disconnected error appears on your computer:

1. Click OK.
2. Make sure that the USB cable is securely connected to your device and your computer.
3. Click OK to run the tool again.
4. If the tool does not run successfully, contact your wireless service provider for help.

How do I run webOS Doctor again?

1. On your computer, close the webOS Doctor window.
2. Return to palm.com/ROM and run webOS Doctor again (see Resetting your phone with webOS Doctor.

How do I copy files between my computer and my phone?

1. Connect your phone to your computer using the USB cable.
2. Tap USB Drive on your phone. If a notification appears, read it and tap OK.
3. On your computer, go to Computer (Windows Seven, Windows Vista), My Computer (Windows XP), or Finder (Mac), and double-click the removable drive that represents your device.
4. Drag and drop the files you want to copy between your phone and your computer.