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Using HP webOS Doctor

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Article ID: 44809

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Using HP webOS Doctor (webOS 3.x Tablet)

HP w ebOS Doctor is a tethered update tool that installs the latest approved w ebOS softw are version on your device. You can use w ebOS Doctor to recover a device that has experienced problems or to update a device to the current version of w ebOS. Your device and computer must meet certain System requirements to use w ebOS Doctor. You can use w ebOS Doctor to do either of the follow ing: Restore a frozen device Install the latest version of HP w ebOS

Restore a frozen device

A device that freezes during startup (such as after a softw are update) may display a screen such as a static or pulsing Palm or HP logo, a blue background w ith clouds, or a yellow or gray exclamation. In addition, a migration failure may also be indicated by an exclamation screen.

This is a very infrequent occurrence. Depending on the level of charge in your battery, the recovery process can take anyw here from 15 minutes to 1 hour. Your device cannot be used w hile w ebOS Doctor is running. To recover your device w ith w ebOS Doctor, do procedures 2, 3, and 4 of Install the latest version of HP w ebOS.

Install the latest version of HP webOS

Your device and computer must meet certain System requirements to be able to use w ebOS Doctor to install the latest version of w ebOS on your device. The overall process of using w ebOS Doctor to update your device under normal conditions can be broken dow n into four procedures:

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1. Back up your HP w ebOS Account and files 2. Put your device in USB update mode 3. Dow nload w ebOS Doctor 4. Run w ebOS Doctor If you experience problems w hile dow nloading or running w ebOS Doctor, see Troubleshooting HP w ebOS Doctor .

1. Back up your HP webOS Account and files

W hen w ebOS Doctor is run, all information is removed from the device. All the info backed up to an HP w ebOS Account, apps dow nloaded from App Catalog, and the info from online account is restored w hen you log back into an existing HP w ebOS Account. How ever, personal info and app settings in third-party apps as w ell as all the data stored on the USB drive (such as pictures, videos, music, and other files) must be manually backed up before w ebOS Doctor is run, and manually restored after.

1. Back up Palm profile data. Open Backup , and then tap Back up now. For detailed information about w hat is and is not backed up and restored, see Using Backup . 2. Manually back up any information on the USB drive. For more information, see Using USB drive mode to transfer files to your device 3. W rite dow n any vital information stored in third-party apps to save it. Alternately, press the Center + power buttons to save screen captures of important data to the Screen captures folder in Photos & Videos.

2. Put your device in USB update mode

1. Do one of the follow ing, depending on the state of your device: a. Stuck or frozen device: On your device, press and hold the power button w hile pressing the center button 10 times. This puts the device in a pow ered-dow n state w ith a black screen. b. Device operating normally: Press and hold the power button until the buttons appear onscreen, and then tap Shut Down. 2. Press and hold the power and volume up buttons at the same time until you see the large USB icon.

3. Download webOS Doctor

1. From your computers w eb brow ser, go to hpw ebos.com/account and sign in to your HP w ebOS Account. Note If you are asked for your w ebOS account credentials and dont know them, see I forgot or need to change my HP w ebOS Account credentials .

2. Select Device Options at the right end of the line show ing the device details for the w ebOS device you w ant w ebOS for. 3. Select Get webOS Doctor. The Java version of your computer is checked. Select Continue if you have Java 1.5 or later, or Need to install Java if you need a more recent version. 4. Select Download webOS Doctor. 5. W hen prompted, save the w ebOS Doctor application to your computer.

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4. Run webOS Doctor

1. W hen the w ebOS Doctor application has finished dow nloading to your computer, it launches automatically. (If w ebOS Doctor does not start automatically, double-click the w ebOS Doctor file.) Select the language you selected on your device, and click Next. 2. Confirm your language choice. 3. Click Accept to accept the terms of use. 4. Click Next. w ebOS Doctor checks your system. 5. After w ebOS Doctor finishes checking your system, follow the onscreen instructions and connect your device to your computer using the USB cable. You must connect your device directly to your computer, not through a USB hub or other intermediate device. Note If your battery is less than 30 percent charged, a message displays indicating that w ebOS Doctor needs to charge the battery before proceeding. Charging the battery may require up to an hour.

Note After connecting your w ebOS device to the computer, if a w indow appears instructing you to dow nload and install a driver, select OK in the bottom-right corner. Nothing is installed. Selecting OK simply bypasses the message and allow s you to continue running w ebOS Doctor. w ebOS Doctor is self-contained; it comes w ith all necessary drivers. It does not require the installation of a driver from an external source.

6. The Next button becomes available after the w ebOS driver installation is complete, w hich may take up to 20 minutes. Click Next w hen the button becomes active. w ebOS Doctor installs w ebOS on your device. This may take several minutes. If the Next button does not highlight after 20 minutes, see Troubleshooting HP w ebOS Doctor . Warning Do not disconnect your device from your computer during the update process. Disconnecting the device cancels the process and may damage your personal information.

7. W hen the Reset Complete screen appears, click Done. Wait a few minutes w hile the device restarts. 8. W hen prompted, enter your HP w ebOS Account email address and passw ord to restore your account data to the device. Then enter your passw ord information for any online accounts you synchronize w ith. 9. The update is complete w hen Card view appears. If media files (pictures, videos, music), docs, or other files w ere backed up to a computer, move the files from the computer to the device (see Using USB drive mode to transfer files to your device ).

System requirements
webOS device: An HP-approved AC charger and USB cable w ith good connectors Battery charge of at least 30%. Computer: W indow s 7, W indow s XP, W indow s Vista, Mac OS X 10.6 (Snow Leopard), or Mac OS X 10.5 (Leopard). Not recommended for Mac OS X 10.4 (Tiger). Available USB port (not a hub or secondary port). Java 1.5 or later is installed. If you are not sure about w hat version of Java you have, or even if Java is installed, go to w w w .java.com and click the Do I have Java? link to install the latest version of Java. 250MB of storage space.

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Internet connection.

Using HP webOS Doctor (webOS 2.x)

HP w ebOS Doctor is a tethered update tool that installs the latest approved w ebOS softw are version on your device. You can use w ebOS Doctor to recover a device that has experienced problems or to update a device to the current version of w ebOS. Your device and computer must meet certain System requirements to use w ebOS Doctor. How do you w ant to use w ebOS Doctor? Restore a frozen device w ith HP w ebOS Doctor Install the latest version of HP w ebOS

Restore a frozen device with HP webOS Doctor

During a w ireless softw are update, your w ebOS device may freeze and stop responding to taps or key presses. If this happens, you w ill see the follow ing message on your device screen:

This is a very infrequent occurrence, and generally happens if you remove the battery during a softw are update. If this happens, you can run HP w ebOS Doctor to recover your device. Depending on the level of charge in your battery, the recovery process can take anyw here from 15 minutes to 1 hour. Your device cannot be used w hile w ebOS Doctor is running. To recover your device w ith w ebOS Doctor, you dow nload the program onto a computer and then run it from the computer to restore w ebOS to your device. If you experience problems w hile dow nloading or running w ebOS Doctor, see Troubleshooting HP w ebOS Doctor .

Download webOS Doctor to a computer

1. From your computers w eb brow ser, go to palm.com/rom . 2. Follow the on-screen instructions to check the Java version on your computer and dow nload the w ebOS Doctor softw are. Note If you are asked for your device serial number and you need help finding it, see Locating your device serial number.

Note If you are asked for your w ebOS account credentials and dont know them, see I forgot or need to change my Palm profile credentials .

3. W hen prompted, save the w ebOS Doctor application to your computer.

Run webOS Doctor

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1. W hen the w ebOS Doctor application has finished dow nloading to your computer, it launches automatically. Select the language you selected on your device, and click Next. 2. Confirm your language choice. 3. Click Accept to accept the terms of use. 4. Click Next. w ebOS Doctor checks your system. Note If your battery is less than 25 percent charged, a message displays indicating that w ebOS Doctor needs to charge the battery before proceeding. Charging the battery may require up to an hour.

5. After w ebOS Doctor finishes checking your system, connect your device to your computer using the USB cable. You must connect your device directly to your computer, not through a USB hub or other intermediate device. Note After connecting your w ebOS device to the computer, if a w indow appears instructing you to dow nload and install a driver, select OK in the bottom-right corner. Nothing is installed. Selecting OK simply bypasses the message and allow s you to continue running w ebOS Doctor. w ebOS Doctor is self-contained; it comes w ith all necessary drivers. It does not require the installation of a driver from an external source.

6. The Next button becomes available after the w ebOS driver installation is complete, w hich may take up to 20 minutes. Click Next w hen the button becomes active. w ebOS Doctor installs w ebOS on your device. This may take several minutes. If the Next button does not highlight after 20 minutes, see Troubleshooting HP w ebOS Doctor . Warning Do not disconnect your device from your computer during the recovery process. Disconnecting the device cancels the recovery process and may damage your personal information.

7. W hen the Reset Complete screen appears, click Done. Wait a few minutes w hile the device restarts. 8. W hen prompted, enter your Palm profile email address and passw ord to restore your Palm profile to the device. Then enter your passw ord information for any online accounts you synchronize w ith. 9. The update is complete w hen Card view appears. If media files (pictures, videos, music), docs, or other files w ere backed up to a computer, move the files from the computer to the device (see Using USB drive mode to transfer files to your device ).

Install the latest version of HP webOS

Your device and computer must meet certain System requirements to be able to use w ebOS Doctor to install the latest version of w ebOS onyour device. The overall process of using w ebOS Doctor to update your device can be broken dow n into four procedures, as outlined below . 1. Back up your Palm profile and files 2. Put your device in USB update mode 3. Dow nload w ebOS Doctor 4. Run w ebOS Doctor If you experience problems w hile dow nloading or running w ebOS Doctor, see Troubleshooting HP w ebOS Doctor .

1. Back up your Palm profile and files

W hen w ebOS Doctor is run, all information is removed from the device. All the info backed up to a Palm profile, apps dow nloaded from App Catalog, and the info from online account is restored w hen

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you log back into an existing Palm profile. How ever, personal info and app settings in third-party apps as w ell as all the data stored on the USB drive (such as pictures, videos, music, and other files) must be manually backed up before w ebOS Doctor is run, and manually restored after.

1. Back up Palm profile data. Open Backup , and then tap Back up now. For detailed information about w hat is and is not backed up and restored, see Using Backup . 2. Manually back up any information on the USB drive. For more information, see Using USB drive mode to transfer files to your device 3. W rite dow n any vital information stored in third-party apps to save it. Alternately, press Option + Sym + P to save screen captures of important data to the Screen captures folder in Photos.

2. Put your device in USB update mode

1. Connect the USB cable to the AC charger, and plug the AC charger into a w orking outlet. 2. Turn off your device (see Turn everything (screen and w ireless services) on/off ). 3. If your 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 ). The HP Veer 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 of volume up, w hich may be easier.

5. Release the volume up button (or R key) w hen the screen show ing the large USB icon appears.

3. Download webOS Doctor

1. From your computers w eb brow ser, go to palm.com/rom . 2. Follow the on-screen instructions to check the Java version on your computer and dow nload the w ebOS Doctor softw are. Note If you are asked for your device serial number and you need help finding it, see Locating your device serial number.

Note If you are asked for your w ebOS account credentials and dont know them, see I forgot or need to change my Palm profile credentials .

3. W hen prompted, save the w ebOS Doctor application to your computer.

4. Run webOS Doctor

1. Disconnect the USB cable from the AC charger. 2. On the computer, double-click the w ebOS Doctor file. 3. Select the language, then click Next. 4. Accept the end user license agreement. 5. Click Next. w ebOS Doctor checks system requirements before proceeding. This may take a few minutes. Note If your battery is less than 25 percent charged, a message displays indicating
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that w ebOS Doctor needs to charge the battery before proceeding. Charging the battery may require up to an hours.

6. After w ebOS Doctor finishes checking your system, connect your device to your computer using the USB cable. You must connect your device directly to your computer, not through a USB hub or other intermediate device. After connecting the device to the computer, it can take up to 20 minutes for the drivers to install (the Next button is not available until after the driver installation is complete). 7. Click Next w hen the button becomes active. w ebOS Doctor installs w ebOS on your device. This may take several minutes. If the Next button does not highlight after 20 minutes, see Troubleshooting HP w ebOS Doctor . Warning Do not disconnect your device from your computer during the update process. Disconnecting the device cancels the process and may damage your personal information.

8. W hen the Reset Complete screen appears, click Done. Wait a few minutes w hile the device restarts. 9. W hen prompted, enter your Palm profile email address and passw ord to restore your Palm profile to the device. Then enter your passw ord information for any online accounts you synchronize w ith. 10. The update is complete w hen Card view appears. If media files (pictures, videos, music), docs, or other files w ere backed up to a computer, move the files from the computer to the device (see Using USB drive mode to transfer files to your device ).

System requirements
webOS device: A Palm- or HP-approved AC charger and USB cable w ith good connectors Battery charge of at least 25%. Computer: W indow s 7, W indow s XP, W indow s Vista, Mac OS X 10.6 (Snow Leopard), or Mac OS X 10.5 (Leopard). Not recommended for Mac OS X 10.4 (Tiger). Available USB port (not a hub or secondary port). Java 1.5 or later is installed. If you are not sure about w hat version of Java you have, or even if Java is installed, go to w w w .java.com and click the Do I have Java? link to install the latest version of Java. 200MB of storage space. Internet connection.

Locating your device serial number

To locate the serial number of your device, you can do any of the follow ing: Open Device Info the More Info button. On Palm Pre and Pixi devices, the serial number is located under the battery. If necessary, see Replacing the battery on a Pre phone or Replacing the battery on a Pixi phone . If your phone does not have a removable battery, the serial number may be etched on the back of the mirror plate that is visible w hen the keyboard is slid out. The HP Veer does not have a removable battery. and scroll dow n to the Serial Number field. This field is located just above

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Look on the bottom of the box the device w as in w hen purchased. Go to palm.com/palmprofile and log in to the User Console w ith your Palm profile email address and passw ord. If necessary, see I forgot or need to change my Palm profile credentials for help recovering Palm profile information.

Using HP webOS Doctor (webOS 1.x)

During a w ireless softw are update, your w ebOS device may freeze and stop responding to taps or key presses. If this happens, you w ill see the follow ing message on your device screen:

This is a very infrequent occurrence, and generally happens if you remove the battery during a softw are update. If this happens, you can run HP w ebOS Doctor to recover your device. Depending on your battery level, the recovery process can take anyw here from 15 minutes to 1 hour. Your device cannot be used w hile w ebOS Doctor is running. To recover your device w ith w ebOS Doctor, you dow nload the program onto a computer and then run it from the computer to restore w ebOS to your device. If you experience problems w hile dow nloading or running w ebOS Doctor, see Troubleshooting HP w ebOS Doctor .

System requirements
webOS device: A Palm-approved AC charger and USB cable w ith good connectors Battery charge of at least 30%. Computer: W indow s 7, W indow s XP, W indow s Vista, Mac OS X 10.6 (Snow Leopard), or Mac OS X 10.5 (Leopard). Not recommended for Mac OS X 10.4 (Tiger). Available USB port (not a hub or secondary port). Java 1.5 or later is installed. If you are not sure about w hat version of Java you have, or even if Java is installed, go to w w w .java.com and click the Do I have Java? link to install the latest version of Java. 200MB of storage space. Internet connection.

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Download webOS Doctor to a computer

1. From your computers w eb brow ser, go to palm.com/rom . 2. Enter the serial number of your device, and click Continue. There are several w ays to find your serial number: Look on the bottom of the box the device w as in w hen purchased. Go to palm.com/palmprofile and log in to the User Console at w ith your Palm profile email address and passw ord. If necessary, see I forgot or need to change my Palm profile credentials for help recovering Palm profile information. The serial number is printed under your devices battery. If necessary, see Replacing the battery on a Pre phone or Replacing the battery on a Pixi phone ). Important Make sure you accurately type the serial number. You serial number is used to identify the proper version of w ebOS Doctor. Entering an incorrect serial number can cause an error.

3. On the next page, the Java version on your computer is checked to verify that it meets the requirements. If it doesnt, you can dow nload a Java update before clicking Continue. 4. Click Download Now. w ebOS Doctor is dow nloaded and verified.

Run webOS Doctor

1. W hen the w ebOS Doctor application has finished dow nloading to your computer, it launches automatically. Select the language you selected on your device, and click Next. 2. Confirm your language choice. 3. Click Accept to accept the terms of use. 4. Click Next. w ebOS Doctor checks your system. Note If your battery is less than 25 percent charged, a message displays indicating that w ebOS Doctor needs to charge the battery before proceeding. Charging the battery may require up to an hour.

5. After w ebOS Doctor finishes checking your system, connect your device to your computer using the USB cable. You must connect your device directly to your computer, not through a USB hub or other intermediate device. 6. Click Next. You may need to w ait up to 15 minutes for the Next button to become available. If the Next button does not highlight after 15 minutes, see Troubleshooting HP w ebOS Doctor . Warning Do not disconnect your device from your computer during the recovery process. Disconnecting the device cancels the recovery process and may damage your personal information.

7. W hen the Reset Complete screen appears, click Done. Wait a few minutes w hile the device restarts. 8. W hen prompted, enter your Palm profile email address and passw ord to restore your Palm profile to the device. 9. The update is complete w hen Card view appears. If media files (pictures, videos, music), docs, or other files w ere backed up to a computer, move the files from the computer to the device (see Using USB drive mode to transfer files to your device ). If you experience problems w hile running w ebOS Doctor, or if your device is still unresponsive after the reset, see Troubleshooting HP w ebOS Doctor .

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Stuck? Get your webOS device working again Try these quick tips to reset a device that's frozen, running slow ly or not responding.
Tablets: the 5Ts Phones: the 6Ts

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Article ID: 44809

Relevant Products: Pre p100eww, Pixi Pixi, Pixi Plus, Pre Plus, Pre Pre2, Veer Veer, TouchPad TouchPad, Pre Pre3

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