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Using HP webOS Doctor

Using HP webOS Doctor

Article ID: 44809

Using HP webOS Doctor  (webOS 3.x Tablet)

Using HP webOS Doctor

HP webOS Doctor is a tethered update tool that installs the latest approved webOS software version on your device. You can use webOS Doctor to recover a device that has experienced problems or to update a device to the current version of webOS. Your device and computer must meet certain System requirements to use webOS Doctor.

You can use webOS Doctor to do either of the following:

Restore a frozen device

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

USB icon screen

This is a very infrequent occurrence. Depending on the level of charge in your battery, the recovery process can take anywhere from 15 minutes to 1 hour. Your device cannot be used while webOS Doctor is running.

To recover your device with webOS Doctor, do procedures 2, 3, and 4 of Install the latest version of HP webOS.

Install the latest version of HP webOS

Your device and computer must meet certain System requirements to be able to use webOS Doctor to install the latest version of webOS on your device.

The overall process of using webOS Doctor to update your device under normal conditions can be broken down into four procedures:

1. Back up your HP webOS Account and files

2. Put your device in USB update mode

3. Download webOS Doctor

4. Run webOS Doctor

If you experience problems while downloading or running webOS Doctor, see Troubleshooting HP webOS Doctor .

1. Back up your HP webOS Account and files

When webOS Doctor is run, all information is removed from the device. All the info backed up to an HP webOS Account, apps downloaded from App Catalog, and the info from online account is restored when you log back into an existing HP webOS Account. However, personal info and app settings in third-party apps as well as all the data stored on the USB drive (such as pictures, videos, music, and other files) must be manually backed up before webOS 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 what 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. Write down 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 following, depending on the state of your device:
    1. Stuck or frozen device: On your device, 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.
    2. 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 computer?s web browser, go to hpwebos.com/account and sign in to your HP webOS Account.

    Note If you are asked for your webOS account credentials and don?t know them, see I forgot or need to change my HP webOS Account credentials .

  2. Select Device Options at the right end of the line showing the device details for the webOS device you want webOS 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. When prompted, save the webOS Doctor application to your computer.

4. Run webOS Doctor

  1. When the webOS Doctor application has finished downloading to your computer, it launches automatically. (If webOS Doctor does not start automatically, double-click the webOS 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. webOS Doctor checks your system.
  5. After webOS 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 webOS Doctor needs to charge the battery before proceeding. Charging the battery may require up to an hour.

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

  6. The Next button becomes available after the webOS driver installation is complete, which may take up to 20 minutes. Click Next when the button becomes active. webOS Doctor installs webOS on your device. This may take several minutes. If the Next button does not highlight after 20 minutes, see Troubleshooting HP webOS 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. When the Reset Complete screen appears, click Done. Wait a few minutes while the device restarts.
  8. When prompted, enter your HP webOS Account email address and password to restore your account data to the device. Then enter your password information for any online accounts you synchronize with.
  9. The update is complete when Card view appears. If media files (pictures, videos, music), docs, or other files were 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 with good connectors
  • Battery charge of at least 30%.

Computer:

  • Windows 7, Windows XP, Windows 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 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.
  • Internet connection.

Using HP webOS Doctor  (webOS 2.x)

Using HP webOS Doctor

HP webOS Doctor is a tethered update tool that installs the latest approved webOS software version on your device. You can use webOS Doctor to recover a device that has experienced problems or to update a device to the current version of webOS. Your device and computer must meet certain System requirements to use webOS Doctor.

How do you want to use webOS Doctor?

Restore a frozen device with HP webOS Doctor

During a wireless software update, your webOS device may freeze and stop responding to taps or key presses. If this happens, you will see the following message on your device screen:

Screenshot showing palm.com/ROM URL.

This is a very infrequent occurrence, and generally happens if you remove the battery during a software update. If this happens, you can run HP webOS Doctor to recover your device. Depending on the level of charge in your battery, the recovery process can take anywhere from 15 minutes to 1 hour. Your device cannot be used while webOS Doctor is running.

To recover your device with webOS Doctor, you download the program onto a computer and then run it from the computer to restore webOS to your device.

If you experience problems while downloading or running webOS Doctor, see Troubleshooting HP webOS Doctor .

Download webOS Doctor to a computer

  1. From your computer?s web browser, go to palm.com/rom .
  2. Follow the on-screen instructions to check the Java version on your computer and download the webOS Doctor software.

    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 webOS account credentials and don?t know them, see I forgot or need to change my Palm profile credentials .

  3. When prompted, save the webOS Doctor application to your computer.

Run webOS Doctor

  1. When the webOS Doctor application has finished downloading 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. webOS Doctor checks your system.

    Note If your battery is less than 25 percent charged, a message displays indicating that webOS Doctor needs to charge the battery before proceeding. Charging the battery may require up to an hour.

  5. After webOS 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 webOS device to the computer, if a window appears instructing you to download and install a driver, select OK in the bottom-right corner. Nothing is installed. Selecting OK simply bypasses the message and allows you to continue running webOS Doctor. webOS Doctor is self-contained; it comes with all necessary drivers. It does not require the installation of a driver from an external source.

  6. The Next button becomes available after the webOS driver installation is complete, which may take up to 20 minutes. Click Next when the button becomes active. webOS Doctor installs webOS on your device. This may take several minutes. If the Next button does not highlight after 20 minutes, see Troubleshooting HP webOS 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. When the Reset Complete screen appears, click Done. Wait a few minutes while the device restarts.
  8. When prompted, enter your Palm profile email address and password to restore your Palm profile to the device. Then enter your password information for any online accounts you synchronize with.
  9. The update is complete when Card view appears. If media files (pictures, videos, music), docs, or other files were 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 webOS Doctor to install the latest version of webOS onyour device.

The overall process of using webOS Doctor to update your device can be broken down into four procedures, as outlined below.

1. Back up your Palm profile and files

2. Put your device in USB update mode

3. Download webOS Doctor

4. Run webOS Doctor

If you experience problems while downloading or running webOS Doctor, see Troubleshooting HP webOS Doctor .

1. Back up your Palm profile and files

When webOS Doctor is run, all information is removed from the device. All the info backed up to a Palm profile, apps downloaded from App Catalog, and the info from online account is restored when you log back into an existing Palm profile. However, personal info and app settings in third-party apps as well as all the data stored on the USB drive (such as pictures, videos, music, and other files) must be manually backed up before webOS 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 what 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. Write down 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 working outlet.
  2. Turn off your device (see Turn everything (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.

3. Download webOS Doctor

  1. From your computer?s web browser, go to palm.com/rom .
  2. Follow the on-screen instructions to check the Java version on your computer and download the webOS Doctor software.

    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 webOS account credentials and don?t know them, see I forgot or need to change my Palm profile credentials .

  3. When prompted, save the webOS 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 webOS Doctor file.
  3. Select the language, then click Next.
  4. Accept the end user license agreement.
  5. Click Next. webOS 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 that webOS Doctor needs to charge the battery before proceeding. Charging the battery may require up to an hours.

  6. After webOS 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 when the button becomes active. webOS Doctor installs webOS on your device. This may take several minutes. If the Next button does not highlight after 20 minutes, see Troubleshooting HP webOS 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. When the Reset Complete screen appears, click Done. Wait a few minutes while the device restarts.
  9. When prompted, enter your Palm profile email address and password to restore your Palm profile to the device. Then enter your password information for any online accounts you synchronize with.
  10. The update is complete when Card view appears. If media files (pictures, videos, music), docs, or other files were 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 with good connectors
  • Battery charge of at least 25%.

Computer:

  • Windows 7, Windows XP, Windows 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 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.
  • Internet connection.

Locating your device serial number

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

  • Open Device Info and scroll down to the Serial Number field. This field is located just above 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 when the keyboard is slid out. The HP Veer does not have a removable battery.
  • Look on the bottom of the box the device was in when purchased.
  • Go to palm.com/palmprofile and log in to the User Console with your Palm profile email address and password. 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)

Recovering your device with HP webOS Doctor

During a wireless software update, your webOS device may freeze and stop responding to taps or key presses. If this happens, you will see the following message on your device screen:

Screenshot showing palm.com/ROM URL.

This is a very infrequent occurrence, and generally happens if you remove the battery during a software update. If this happens, you can run HP webOS Doctor to recover your device. Depending on your battery level, the recovery process can take anywhere from 15 minutes to 1 hour. Your device cannot be used while webOS Doctor is running.

To recover your device with webOS Doctor, you download the program onto a computer and then run it from the computer to restore webOS to your device.

If you experience problems while downloading or running webOS Doctor, see Troubleshooting HP webOS Doctor .

System requirements

webOS device:

  • A Palm-approved AC charger and USB cable with good connectors
  • Battery charge of at least 30%.

Computer:

  • Windows 7, Windows XP, Windows 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 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.
  • Internet connection.

Download webOS Doctor to a computer

  1. From your computer?s web browser, go to palm.com/rom .
  2. Enter the serial number of your device, and click Continue. There are several ways to find your serial number:

    Important Make sure you accurately type the serial number. You serial number is used to identify the proper version of webOS 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 doesn?t, you can download a Java update before clicking Continue.
  4. Click Download Now. webOS Doctor is downloaded and verified.

Run webOS Doctor

  1. When the webOS Doctor application has finished downloading 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. webOS Doctor checks your system.

    Note If your battery is less than 25 percent charged, a message displays indicating that webOS Doctor needs to charge the battery before proceeding. Charging the battery may require up to an hour.

  5. After webOS 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 wait up to 15 minutes for the Next button to become available. If the Next button does not highlight after 15 minutes, see Troubleshooting HP webOS 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. When the Reset Complete screen appears, click Done. Wait a few minutes while the device restarts.
  8. When prompted, enter your Palm profile email address and password to restore your Palm profile to the device.
  9. The update is complete when Card view appears. If media files (pictures, videos, music), docs, or other files were 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 while running webOS Doctor, or if your device is still unresponsive after the reset, see Troubleshooting HP webOS Doctor .

palm.com/6ts

Stuck? Get your webOS device working again

Try these quick tips to reset a device that's frozen, running slowly or not responding.

Tablets: the 5Ts Phones: the 6Ts