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Palm Pre Plus for Verizon

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My device won't download or install a system update

My device won't download or install a system update

Article ID: 19228

My phone won't download or install a software update

About ?homebrew? apps

You can install applications on your HP webOS phone without using HP App Catalog. These other apps, sometimes referred to as ?homebrew? apps, can be found on various websites. These apps have not been tested and certified by HP. Follow the developers instructions on how to install and uninstall these apps.

If you've installed one of these apps, including apps intended for a different wireless service provider?s phone, you may not be able to download or install software updates, or your software may be up to date, but the phone may continue to prompt you to update. If you?ve installed such an application, remove the app before attempting to update your webOS phone. Many third-party developers provide instructions on how to remove an app before updating your phone. If removing the app does not solve the problem, you must use webOS Doctor to restore your phone (see Using HP webOS Doctor ).

My phone won?t download a software update

If you cannot download a software update, try these steps in order. After each step, try to download the update again by opening Updates . Stop when the problem is solved.

Note A phone that is updating from a version of webOS less than 1.3.5 may restart multiple times during the update process. This is normal. Keep the phone powered, and do not remove the battery. Allow your phone to finish updating, indicated by the Done button on the screen. If after 60 minutes your phone has not completed the update process, contact your wireless service provider.

  1. Open Updates and check for error messages. Follow any onscreen instructions.
  2. If a notification appears prompting you to free storage on the mass storage device, copy files you don?t need from your phone to your computer, and then delete the files on your phone (see Using USB Drive mode to transfer files to your device ).
  3. Check the battery level. The battery must be charged to at least 30% in order to download an update. If the battery charge falls below this during an update, the update is suspended until the battery is charged again.
    1. Tap the battery icon at the top of the screen and check the battery level on the menu that appears.
    2. If the battery does not have at least a 30% charge, charge the battery by connecting your phone to the USB cable, connecting the cable to the AC charger, and plugging the charger into a working wall outlet.
  4. Check the top of the screen for a data connection icon. Look for the the Wi-Fi On icon icon (if Wi-Fi is available on your phone), or the the 3G icon, the Ev icon, the H icon, or the U icon icon, indicating a high-speed data connection on your wireless service provider?s network.

    If you do not have one of these high-speed data connections, see I can?t connect to a Wi-Fi network or I can?t establish a data connection using a wireless service providers network .

    Note On webOS versions before 1.3.5, if the the 1x icon, the E icon, or the G icon icon displays, you cannot download the software update. You must move to an area where you can establish a high-speed data connection or use Wi-Fi to download the update (see Using Wi-Fi ).

My phone won?t install a software update after a successful download

If you cannot install a software update, try these steps:

  1. Check the battery level. The battery must be charged to at least 30% in order to install an update. If the battery charge falls below this during an update, the update is suspended until the battery is charged again.
    1. Tap the battery icon at the top of the screen and check the battery level on the menu that appears.
    2. If the battery does not have at least a 30% charge, charge the battery by connecting your phone to the USB cable, connecting the cable to the AC charger, and plugging the charger into a working wall outlet.
    3. When the battery level reaches 30%, try installing the software update again by opening Updates .
  2. Put the phone in recovery mode and then run webOS Doctor:
    1. Connect the USB cable to the AC charger, and plug the AC charger into a working outlet.
    2. Turn off the phone. See Restarting and resetting your device .
    3. Remove and reinsert the battery. See Replace the battery on a Pre 3, Pre 2, Pre Plus or Pre or Removing and replacing the back cover and battery on a Pixi or Pixi Plus device.
    4. Press and hold the volume up button and connect the USB cable to the phone.
    5. Release the volume up button when the screen showing the large USB icon appears.
    6. Run webOS Doctor. See Using HP webOS Doctor

My phone is not on the latest software, and I see a ?The phone is already up-to-date? message

If you see the message ?The phone is already up-to-date,? try these steps:

  1. Open Device Info and check Version to confirm that the latest webOS software is not already installed. If the latest software is installed, do not continue with step 2.
  2. Put the phone in recovery mode and then run webOS Doctor:
    1. Connect the USB cable to the AC charger, and plug the AC charger into a working outlet.
    2. Turn off the phone. See Restarting and resetting your device .
    3. Remove and reinsert the battery. See Replace the battery on a Pre 3, Pre 2, Pre Plus or Pre or Removing and replacing the back cover and battery on a Pixi or Pixi Plus device.
    4. Press and hold the volume up button and connect the USB cable to the phone.
    5. Release the volume up button when the screen showing the large USB icon appears.
    6. Run webOS Doctor. See Using HP webOS Doctor

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Stuck? Get your webOS device working again

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

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