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Troubleshooting webOS Doctor

Troubleshooting webOS Doctor

Article ID: 44768

Troubleshooting webOS Doctor  (webOS 3.x Tablet)

Troubleshooting HP webOS Doctor

If you have a problem downloading webOS Doctor, start at step 1. If you have downloaded webOS Doctor and are having trouble running it, start at step 4.

  1. Verify that your device and computer meet the following requirements:

    webOS device:

    • You are using an HP-approved AC charger and USB cable with good connectors.
    • The battery is charged to at least 30%. For a more efficient installation process, charge your battery to at least 50% before installing webOS Doctor.


    Computer:

    • Your computer is running Windows 7, Windows XP, Windows Vista, Mac OS X 10.6 (Snow Leopard), or Mac OS X 10.5 (Leopard). (Mac OS X 10.4 is not recommended.)
    • Available USB port (not a hub or secondary port).
    • Java 1.5 or later is installed. If you are not sure about what version of Java you have, or even if Java is installed, go to www.java.com and click the ?Do I have Java?? link to install the latest version of Java.
    • 250MB of storage space.
  2. Verify that your computer is connected to the Internet. To check, open the web browser and view a web page.
  3. Did you get the correct webOS Doctor for your device? To access the proper webOS Doctor build:
    1. Go to hpwebos.com/account and log into your webOS account.
    2. Select your device and then select the Get webOS Doctor button to download and install webOS Doctor.
    3. If the wrong language appears on the webOS Doctor pages, click the world map icon at the upper right and click your home region and language.
    4. webOS Doctor should start automatically after the download is complete. if it does not, double-click the webOS Doctor file that was downloaded.
  4. Do one of the following to put your device in USB update mode:
    1. If your device is frozen: Press and hold the power button while pressing the center button 10 times. This puts the device in a powered-down state with a black screen. Then press and hold the power and volume up buttons until you see the large USB icon.
    2. Press and hold the power button until the buttons appear and tap Shut Down. After shutdown completes, press and hold the power and volume up buttons until you see the large USB icon.
  5. Connect your device directly to your computer using the USB cable. Do not connect through a USB hub. webOS Doctor should detect your device. Follow the onscreen instructions.
  6. Disconnect your device from the computer and connect it to a different USB port on your computer (not a hub port or secondary port), and see if webOS Doctor detects the device and proceeds.

Troubleshooting webOS Doctor  (webOS 1.x,webOS 2.x)

Troubleshooting HP webOS Doctor

If you have a problem downloading webOS Doctor, start at step 1. If you have downloaded webOS Doctor and are having trouble running it, start at step 4.

  1. Verify that your device and computer meet the following requirements:

    webOS device:

    • You are using a Palm- or HP-approved AC charger and USB cable with good connectors.
    • The battery is charged to at least 25%.


    Computer:

    • Your computer is running Windows 7, Windows XP, Windows Vista, Mac OS X 10.6 (Snow Leopard), or Mac OS X 10.5 (Leopard). (Mac OS X 10.4 is not recommended.)
    • Available USB port (not a hub or secondary port).
    • Java 1.5 or later is installed. If you are not sure about what version of Java you have, or even if Java is installed, go to www.java.com and click the ?Do I have Java?? link to install the latest version of Java.
    • 200MB of storage space.
  2. Verify that your computer is connected to the Internet. To check, open the web browser and view a web page.
  3. If the wrong language appears on the webOS Doctor pages, click the world map icon at the upper right and click your home region and language.
  4. If you receive the message ?Sorry, but the serial number you have entered is not valid,? you entered the serial number incorrectly, and you need to confirm that you have the correct number. If you need help finding your device serial number, see Locating your device serial number.
  5. After entering your serial number, you see a message displaying the name of the device and the name of the wireless service provider associated with the serial number you entered.
    • If the name of the device or the name of the wireless service provider is not correct, you may have entered your serial number incorrectly. Check the serial number, then go back to palm.com/rom and carefully enter it. If the serial number you entered was correct, contact your wireless service provider.
    • If a message appears indicating that webOS Doctor was unable to reset the device, you may have incorrectly entered the serial number. Go back to palm.com/rom and carefully enter the serial number again. The serial number is used to determine the version of webOS Doctor that is compatible with your device.
  6. Disconnect and reconnect the USB cable.
  7. Put the device in USB update mode and then run webOS Doctor again:
    1. Connect the USB cable to the AC charger, and plug the AC charger into a working outlet.
    2. Turn off the device. See Turn everything (the screen and wireless 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, which may be easier.

    5. Release the volume up button (or R key) when the screen showing the large USB icon appears.
    6. Run webOS Doctor again. See Using webOS Doctor
  8. Use a different USB port on your computer (not a hub port or secondary port), and run webOS Doctor again.

Locating your device serial number

To locate the serial number of your device, you can do any of the following: