Palm Pre crazy symptoms: 'phone in offline mode', won't charge battery, won't start, message error "an error has occurred that cannot be resolved.

This is a long description of a series of problems with my new Palm Pre. You can search text to find your specific problem. There is no solution in my post. Looking for possible answers in future responses.

I bought my Palm Pre 4 days ago and it arrived 2 days ago. Phone was working fine. Last night I plugged the phone and updated the operating system. After, I've selected "Done" and went to bed.

-First set of questions: 'Phone offline', will not charge battery.

In the upper left corner of the phone, there is the message "phone offline. Although the phone was in charge all night, it reads "battery of 26%. I called the general number of on the Sprint tech support and we tried the following things:

(1) the phone reboots (press on and hold the power button / stop, then select 'Disable'. After setting down, hold down power button / power stop.)

(2) to reset the phone (several ways - call tech support so that you do this properly)

The individual Sprint and then sent me to another tech support person, likely to level 2.

-Second series of questions: message error "an error has occurred that cannot be resolved;

#2 Sprint tech support person had me also to restart and reset the phone in a number of ways. In his own words 'we tried all the palm pre stuff I know' and whenever the phone was insensitive. Often, we received the message error "the phone is in offline mode. We did a full erase and after that the phone will not re-start is no longer. At this point, the error message came up saying "an error has occurred that cannot be resolved" that referred me to for assistance. I think it's important to note here that this was not the typical error message (black screen with white letters) but rather the blue sky with a translucent box on background with white text.

#2 Sprint tech support person then me connected with the support of the Palm and the dance continued. Yet once, we tried a whole bunch of reset and restart and the erasure of the options. Palm support asked me to go to: to download WebOS Doctor, which I did. I downloaded the file. Although that was the case he had hold the button "volume +" and connect the phone to the charger. This caused a USB symbol will appear on the phone. When the record was complete, I got an error message which could not run the file. Palm tech support person seemed surprised. I mentioned that I was on a Mac and he said he couldn't help me. He me transferred to another person from Palm support that works with Mac users.

Palm #2 tech support person advised me that I should have selected the download option 'mac' on I verbally walked him through the series of Web pages, telling him it is said that you need Windows (any version) or Mac (whatever version), but that at no time was there a possibility to download another WebOS doctor for different operating systems. After an exchange of views over she told me that she would have to have someone call back me tomorrow.

-Third series of questions: phone stuck on the USB symbol.

So for the moment, the phone is completely useless. Not fantastic. I started the mac on Windows 7 and downloaded WebOS Doc and received the same error message. I also ran Windows Vista virtually and received the same error message. Later this afternoon, I head into work to try the same thing on Windows XP.

In the meantime, I got on this forum and found a thread that has provided a direct link to the necessary file:

After downloading this file, I realized could totally be a virus, I was able to get WebOS Doc work on my computer. It took that I recharge the phone before, and now it's on the screen that says 'do not disconnect your phone' and the full file of 3%. Only... it was completed for almost 30 minutes to 3%.

I hope that Palm will follow-up with me tomorrow, but I'm leaving on a business trip at 7:00 and I would love to have the thing work. All suggestions are welcome, even if you can just tell me how to get her think disconnected safely before my flight tomorrow. I want to get through security with my phone plugged into my laptop.

Thank you.


I picked up the phone at the local Sprint store and the sales ago replaced the phone. They were unable to understand what went wrong and, essentially, has declared a complete failure of the unit. I'm sorry that I'm not able to offer better news, but I hope that this info is useful to you.

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