The Phone Recovery Tool

About the Phone Recovery Tool
Details about the Phone Recovery Tool
Requirements
Running the tool
FAQ

About the Phone Recovery Tool

During a wireless software update, there's a small chance that your phone may freeze and stop responding to taps or key presses. The Phone Recovery Tool restores your phone's functionality and updates it to the latest versions of the operating system and other system software. After you use the tool, log in to your existing Palm profile to restore your backed-up data to your phone.

Details about the Phone Recovery Tool

Do I lose any data if I use the tool? When you run the Phone Recovery Tool, all personal information and applications that you bought through App Catalog are deleted from your phone. However, when you log in to your existing Palm profile after you use the tool, your information and applications are restored to your phone. Running the tool also deletes all files stored in the USB drive of your phone, which includes pictures, videos, music files, documents, and PDF files. This information is not restored when you log in to your Palm profile
How do I restore my data? After you finish running the tool, on your phone, log in to your existing Palm profile by using the same email address and password you used originally—don't create a new profile! When you do this, all data that has been backed up to your profile (such as contacts, calendar events, and tasks, as well as apps you bought through App Catalog) is restored to your phone.

If you set up synchronization of email, contacts, calendar events, or other data with online accounts such as Google or Microsoft Exchange ActiveSync, information from these accounts is also restored to your phone after you log in to your existing Palm profile.

If you want to restore files that were stored in your phone's USB drive (photos, videos, music, documents, ringtones, and so on), you need to have copies of those files available elsewhere. For example, if you have copies of the files on your computer, you can transfer them back to your phone.
Since my phone froze during a software update, do I need to update the software again? The Phone Recovery Tool restores your phone to the most current functioning software version. When a new software update is available, a notification appears on your phone as usual—or you can check for a new software update manually by tapping Updates from the Launcher.

Requirements

A phone running the Palm® webOS™ platform
The USB cable that came with your phone
A desktop computer with the following:
- Windows XP or Vista®, or Mac OS 10.4 with the latest updates
- An available USB port (not through a hub or secondary USB connection)
- Java 1.5 or later installed on your desktop computer (available from java.com)
- 200MB available storage space
An Internet connection capable of downloading large (10MB-200MB) files

Running the tool

After you download the Phone Recovery Tool, follow these instructions to run it and restore your phone.

The tool may autorun after you download it. If not, double-click the tool file in the location where you downloaded it.
Click your language, and click Next.
The Phone Recovery Tool checks to see if an updated version of the tool is available. If your computer can't connect to the server, make sure you have an Internet connection and click Try Again—or, to skip the Phone Recovery Tool update process, click Next.
Connect your phone to your computer using the USB cable. You must connect your phone directly to your computer, not through a USB hub or other intermediate device.
Click Next. Your computer tries to detect your phone. If a screen appears stating that your phone is ready for recovery, skip to step 7. If not, continue with step 6.
Do the following to make your phone available for detection by your computer:
1. Disconnect the USB cable from your phone.
2. Take off the phone's back cover and remove the battery.
3. Reinsert the battery.
4. Press and hold the Volume Up button, and then press and hold the power button until the USB icon appears on your phone screen. Release the buttons when the icon appears. If the icon does not appear right away, try pressing and holding the two buttons again.
5. Reconnect the USB cable to your phone.
6. Click Next.
Click Next to start the recovery process.
- WARNING: Do not disconnect your phone from your computer during the recovery process. Disconnecting the phone cancels the recovery process and may damage your personal information.
- NOTE: the battery charge is below 30%, the recovery process first charges your battery. This can take up to 45 minutes.
When "Congratulations!" appears, click Done.
Wait a few minutes for your phone to reset. When prompted, enter your existing Palm profile email address and username. The reset is complete when Card view appears.

FAQ

I am unable to install Java on my computer. What do I do?

Your IT administrator may limit your ability to install software on your computer due to business restrictions. Either use another computer or ask your IT helpdesk to install the basic Java Runtime Edition (JRE) on your computer.

I accidentally selected the wrong language for running the tool. What do I do?

Exit the tool, and run it again.

How do I remove the back cover from a Palm® Pre™ phone?

NOTE: To view an animation of removing and replacing the back cover from a Palm Pre phone, visit palm.com/ROM.

Press and release the back cover release on the bottom of your phone.
Insert your thumbnail, a credit card, or a coin into the hairline opening between the cover and the phone.
Slide your nail or the other item halfway up one side of the phone until you hear the clasp release.
Repeat steps 2 and 3 on the other side of the phone.
Lift off the back cover.

To replace the back cover:

Position the cover over the phone and gently press the top two clasps, located at the top corners. Then press the two clasps halfway down either side of the phone.
Slide out the keyboard, and then press the two clasps at the bottom corners.

During the recovery process, my phone screen is not changing after a long time. What do I do?

If the screen displays a red battery icon, your phone battery is being charged. This can take up to 45 minutes.

If the screen displays any other graphic and does not change after about 10 minutes, try the following in sequence:

Run the Phone Recovery Tool again. Most recovery errors can be corrected by running the tool again.
If the second attempt doesn't work, go to palm.com/ROM for help.

I accidentally removed the battery or disconnected the cable during the recovery process. What do I do?

Make sure that the USB cable is securely connected to your phone and your computer.
Click OK to run the tool again.
If the tool does not run successfully, go to palm.com/ROM for help.

How do I copy files between my computer and my phone?

Connect your phone to your computer using the USB cable.
Tap USB Drive on your phone.
On your computer, go to My Computer (Windows XP), Computer (Windows Vista), or Launcher (Mac), and double-click the removable drive that represents your phone.
Drag and drop the files you want to copy between your phone and your computer.

Intellectual property notices

® 2009 Palm, Inc. All rights reserved. Palm, Pre, and the Palm and Pre logos are among the trademarks or registered trademarks owned by or licensed to Palm, Inc. All other brand and product names are or may be trademarks of, and are used to identify products or services of, their respective owners.

Disclaimer and limitation of liability

Palm, Inc. and its suppliers assume no responsibility for any damage or loss resulting from the use of this guide, through the use of this software, or for any damage or loss caused by deletion of data as a result of malfunction, dead battery, or repairs. Be sure to make backup copies of all important data on other media to help protect against data loss.