Palm Pre Sprint

Palm Pre Sprint

Lifecycle phase: Mature. Release: June 2009. About Lifecycles.

Palm Support : Palm Pre Sprint
How to perform a remote erase

How to perform a remote erase

Article ID: 44616

Note: Not all devices support the Tasks app.

How to perform a remote erase

A remote erase completely erases all data stored on your device, including files on your device?s USB drive like pictures, documents, and music (see Using USB drive mode to transfer files to your device for information on backing up data on your USB drive). You can perform a remote erase if you lose your device or are giving it to someone else and want to remove your data from it.

Note If you locked your screen and can?t remember your password or PIN to unlock the screen, see Restart and resetting your device .

A remote erase does not affect online data, so your Palm profile and information in online accounts such as Microsoft Exchange, Google, and Facebook are safe. When you sign in to your Palm profile after the erase, all backed-up data is restored to your device, including third-party apps downloaded from App Catalog. You can remotely back up your Palm profile before a remote erase.

Important Information stored in a third-party application is stored only within the application, so you cannot access this info after you erase your device. If possible, before you remotely erase, record any info you want to save. Another way is to save a screen capture of relevant info by pressing and holding Option + Sym + P. Screens you capture are saved in the Screen captures folder in Photos.

  1. If your device is in your possession, make sure you have a data connection. For a data connection from the wireless service provider, look for a data network icon in the title bar (the 1x icon, the 3G icon, the E icon, the Ev icon, the G icon, the H icon, the H+ icon or the U icon). If you have a device that supports Wi-Fi, look for two or three signal-strength bars in the Wi-Fi icon. For data, Wi-Fi is generally faster than phone signal data service. See Getting a better data connection below for tips on getting a stronger signal.
  2. On your computer, go to .
  3. Enter your Palm profile email address and password. If you forgot your password, see I forgot my Palm profile credentials . If your profile has not been verified, or if you are having trouble logging in, see Trouble performing a remote erase .
  4. Click Device Options.
  5. Click I Lost my Phone.
  6. Click Erase Device.
  7. Enter the security text in the Type text you see in the box to the left, and click Erase Device.
  8. Click Yes to confirm the erase, or No to cancel. If you have new Palm profile data that you have not backed up, select Back Up Data Before Erase. Note that data stored on the USB drive is not backed up (see Using USB drive mode to transfer files to your device ).

    The remote erase may take several hours. During this time, your device reboots and the HP or Palm logo is displayed. When the remote erase is finished, the language-selection screen appears on the device screen.

  9. If your device is not in your possession, you are done with the remote erase process. If your device is in your possession and you want to restore your Palm profile data, select your language, and follow the onscreen prompts to enter your Palm profile email address and password. (DO NOT create a new profile.) This restores your Palm profile data, including account info, contacts, calendar events, memos, and tasks, and apps downloaded from App Catalog.

Note On webOS 1.3.1 or above, if you perform a remote erase, after signing in to your Palm profile, you are asked to enter the password for each of your online accounts. If you skip this step, you receive an Incorrect Password alert the next time the account tries to sync. Tap the alert to display the Change Login Settings screen, and enter the password to enable syncing again. You can also open a sync account and navigate to this screen at any time: (Calendar/Contacts/Email) > application menu > Preferences & Accounts > Tap the account name > Enter the username and password.

Getting a better data connection

For devices that have Wi-Fi, to get a better Wi-Fi signal, try the following:

  • Move closer to the Wi-Fi source if possible.
  • If the source is not known, see if the connection improves by moving away from obstacles, metal objects, and so on.
  • If outdoors, move to a more open area. Move away from large buildings, trees, or electrical wires.
  • In a vehicle, move the device so it is level with a window.
  • If you have no Wi-Fi connection, see I can?t connect to a Wi-Fi network .

To get a better wireless service provider data connection:

  • If you?re standing, move about 10 feet in any direction.
  • In a building, move near a window. (Open any metal blinds.)
  • In a building, move outdoors or to a more open area.
  • Outdoors, move away from large buildings, trees, or electrical wires.
  • In a vehicle, move your device so that it?s level with a window.
  • If you have no data connection, see I can?t establish a data connection using a wireless service provider?s network .