Results 1 to 8 of 8
Like Tree1Likes
  1.    #1  
    I did a full erase on my HP Touchpad a could not login to the palm profile on the tablet after. I made sure it wasn't a password mistype by logging into the palm profile webpage (which showed my old palm pre- and my touchpad), then I tried logging into the palm profile again on the TP with no luck. So I go on live chat for some help and this is the BS I got (it was absolutely no help).


    8:48 AM Connecting...
    8:48 AM Connected. A support representative will be with you shortly.
    8:48 AM Support session established with Lucy.

    8:48 AM Lucy: Hello Demetry.
    8:48 AM Lucy: Thank you for contacting HP webOS Customer Support. Please give me a moment to review the info you provided.
    8:51 AM Lucy: Thank you for your time.
    8:52 AM Lucy: Are you able to see wifi icon at the TouchPad?
    8:52 AM Demetry #########: yes, and I am connected to the wifi
    8:52 AM Lucy: Okay.
    8:53 AM Lucy: How many bars can you see there?
    8:53 AM Demetry #########: full bars
    8:53 AM Demetry #########: I am about 3 feet from my access point
    8:53 AM Lucy: Alright.
    8:54 AM Lucy: May I know the exact error message that you are getting?
    8:55 AM Demetry #########: "We couldn't find a webOS account associated with that email address."
    8:55 AM Lucy: Okay.
    8:55 AM Lucy: Could you please provide the serial number of your TouchPad?
    8:56 AM Demetry #########: i'll have to login to my palm profile to get that please hold
    8:56 AM Lucy: Below volume button on the casing of the TouchPad,you will get it on the simtray.
    8:56 AM Demetry #########: oh ok
    8:56 AM Demetry #########: hold on
    8:58 AM Demetry #########: the sim tray is perfectly smooth
    8:58 AM Demetry #########: their is no SN
    8:58 AM Lucy: See back side of the tray.
    8:59 AM Lucy: Are you able to locate the serial number?
    8:59 AM Demetry #########: do you want me to take the tray out?
    8:59 AM Lucy: No.
    8:59 AM Demetry #########: then there is no SN
    9:00 AM Demetry #########: this is from the palm profile page
    9:00 AM Demetry #########: HP TouchPad - TouchPad, Wifi Only (PALM) - ##################################### - ######### - ###########/###-#####-## - 3.0.2
    9:00 AM Lucy: Okay.
    9:01 AM Lucy: Can I have 2 minutes to work on this issue?
    9:01 AM Demetry #########: sure
    9:02 AM Lucy: Thank you for your time.
    9:03 AM Lucy: Have you tried the below email address?
    9:03 AM Lucy: #######.#########@gmail.com
    9:03 AM Demetry #########: yes, that is the email I use for the Touchpad and the palm profile website
    9:03 AM Lucy: Please check it again on the TouchPad now and let me know the result.
    9:04 AM Demetry #########: ok
    9:05 AM Demetry #########: same issue
    9:05 AM Lucy: Okay.
    9:06 AM Lucy: Do you see a link to hpwebos.com/support or palm.com/support appeared on the device screen along with a message similar to the following: We were unable to sign you in ?
    9:07 AM Demetry #########: no
    9:08 AM Lucy: Can I have 2 minutes to work on this issue?
    9:08 AM Demetry #########: below the sign in putton their is a forgot email or password? link
    9:08 AM Demetry #########: sure
    9:11 AM Lucy: Thank you for your time.
    9:12 AM Lucy: Please try to create a new HPwebOS Account(Palm profile) on your TouchPad and check if you are able to do it.
    9:13 AM Demetry #########: I can login with my HP development account fine, but that account has no access to the apps i have purchased or the app catalog, so I do not want to make another account. I have purchased many apps with this profile
    9:14 AM Lucy: Okay.
    9:15 AM Lucy: Do you have any other webOS device with you?
    9:15 AM Demetry #########: yes my palm pre-
    9:15 AM Demetry #########: and it is signed into the #######.#########@gmail.com account
    9:16 AM Lucy: Okay.
    9:18 AM Lucy: As you are able to create a new palm profile and you are able to login with the existing account,it seems that there is no defect with the Device.
    9:18 AM Demetry #########: right
    9:19 AM Lucy: We need to perform Erase Apps and Data and try to login with the existing account on TouchPad.
    9:19 AM Lucy: Erasing apps and data deletes personal information, including contacts, tasks, calendar events, and memos, and also deletes applications the customer installed along with data and settings for those apps. It does not remove data stored on the USB drive. This type of erase is also known as a partial erase.


    9:20 AM Demetry #########: ok, I will perform that now, but how will i do that from the device if I have no access to the menu for that?
    9:23 AM Lucy: To check if the device is working fine, create new profile with a different email address. If it works, then, open device info app > reset options and tap erase apps and data.
    9:23 AM Lucy: It will asks you to sign into profile again
    9:23 AM Lucy: Then, try to login to your original webOS account.
    9:24 AM Demetry #########: I told you at the beginning of the conversation that the device was recently doctored to default, this is the first time I am logging in since doing that.
    9:24 AM Demetry #########: what is the point of double wiping a already wiped system?
    9:27 AM Lucy: I can understand Demetry.Inorder to check the functionality of the Device,we need to create another account and if it is successfully created then we can say that the device is not defective.Then to return back to the login page we need to perform"Erase apps and Data"which will bring us to the login page.There we can re enter the existing credentials .
    9:28 AM Lucy: This "Erase apps and Data"is just to come to login page.
    9:28 AM Demetry #########: create a new account or login to another account?
    9:29 AM Demetry #########: i logged into my Developer account and will perform the ful erase
    9:30 AM Lucy: No.You need to perform "Partial Erase"or Erase apps and Data.
    9:31 AM Lucy: I suggest you create a new account with new email address and password.
    9:31 AM Demetry #########: ok I will do that as soon as this is done since you seem to think a partial erase is better then a full erase.
    9:32 AM Lucy: Shall I provide you the steps?
    9:32 AM Demetry #########: no once it comes up I will create a new account and log into that
    9:32 AM Lucy: Okay.
    9:33 AM Lucy: Is there anything else I can help you with?
    9:34 AM Demetry #########: once I have shown that the device can create a new account and login to that what do i do after that?
    9:34 AM Demetry #########: I will still be unable to access my original profile with all of my purchased applications
    9:35 AM Demetry #########: I am creating a new account now as per your request.
    9:35 AM Lucy: Okay.
    9:37 AM Demetry #########: ok the new account created and then went to the EULA approval screen and is now completing setup.
    9:37 AM Demetry #########: what's next?
    9:38 AM Lucy: Open device info app > reset options and tap erase apps and data.

    9:38 AM Lucy: It will take few minutes to reset.
    9:38 AM Demetry #########: ok done, it is performing the step.
    9:39 AM Demetry #########: it is done and now rebooting
    9:39 AM Lucy: Alright.
    9:42 AM Lucy: Are you able to see the login screen?
    9:42 AM Demetry #########: it's still booting
    9:42 AM Lucy: Okay.
    9:42 AM Demetry #########: the boot logo just started to pulse
    9:42 AM Lucy: Alright.
    9:43 AM Demetry #########: OK
    9:43 AM Demetry #########: english, USA, confirm.
    9:43 AM Demetry #########: now at the login for wifi
    9:43 AM Demetry #########: give me a sec
    9:44 AM Demetry #########: wifi connected and accepted the terms
    9:44 AM Demetry #########: still not able to login to my gmail profile
    9:45 AM Demetry #########: same error as before
    9:45 AM Lucy: Okay.
    9:45 AM Lucy: Can I have 3 minutes to work on this issue?
    9:45 AM Demetry #########: ok
    9:49 AM Lucy: Thank you for waiting.
    9:49 AM Lucy: As we have tried all the possible troubleshooting steps, and the issue is not fixed.
    9:50 AM Lucy: I am sorry for that.
    9:50 AM Lucy: This case requires further investigation by our specialist team. Can I schedule a call-back for you?
    9:50 AM Demetry #########: yes
    9:50 AM Lucy: To create a case record and submit the request, I need the following information:


    9:51 AM Lucy: 1.Preferred phone number
    2.Preferred email address
    3.Preferred time for call-back
    4.Time zone

    9:51 AM Demetry #########: 1. ###.###.####
    9:51 AM Demetry #########: 2. #######.#########@gmail.com
    9:52 AM Demetry #########: 3. Anytime
    9:52 AM Demetry #########: 4. PST
    9:52 AM Lucy: Thank you. After we close this chat Ill submit your case to a specialist
    9:52 AM Lucy: Is there anything else I can help you with?
    9:53 AM Demetry #########: guess not
    9:53 AM Lucy: Let me provide you with the Chat session ID number ######### as a reference for this case.
    9:53 AM Lucy: Thank you for contacting HP webOS customer support and feel free to contact us for further assistance. After our chat ends, please take a few minutes to complete the survey that you'll receive via email.
    9:53 AM Lucy: Have a great day ahead.
    9:53 AM Lucy: Take care.
    9:53 AM Lucy: Bye.



    Has anyone else experienced this and is there a known work around?
    16 Candles, The Breakfast Club SB, Friday SB, App Catalog Fix, Palm Pre/Pixi - USB Modem, TMC Workaround, SCRIM Changing OTF

    The fastest way to install Preware on your WebOS device.
    Put your device in Developer mode.
    From your PC download the Preware installer from http://get.preware.org
    Run the Preware installer while the WebOS device is connected with the USB cable to your PC.
    Vualla Preware is installed.]
  2. #2  
    It happened to me. I actually got 4 chat sessions the same night where 2 of them ended for no reason, one said I was being transferred to someone else but never resume and the last one, well I think it was my fault I close the window or something lol

    did you get a survey from hp to rate your session?

    I know they called me 2 days after I put 0 everywhere and described my frustration with the chat tech support.

    edit: ah I read that they scheduled a call back... well nothing you can do then

    If they do call you, insist to get an engineer because that will save a couple of hours dealing with their tier 1 tech support which is for people who live in a cave and don't have internet

    edit: my experience was for another problem though
  3. #3  
    <staff edit>

    I read it, I had a similar conversation when I was trying to activate a refurb replacement HP sent me. A few things:

    1. I don't see that the person wasn't helpful. They have diagnostic steps they need to follow. Some may seem pointless, but unless you follow them they can't rule certain things out.

    2. There is a serial number on the pop-out opposite of the volume rocker. You push in, it clicks, you slide it out & the device info is printed on the back of it. It does not come all the way out.

    3. In my case my unit had demo software on it and I couldn't log into anything, not even a newly created profile.

    4. There is a series of button pushes that allows you to do a full erase without being logged into a profile. No idea why the rep didn't have you try that. I don't remember the combo, but maybe someone here can help.

    Good luck!
    Last edited by HelloNNNewman; 10/03/2011 at 02:09 AM.
    In or within a day's drive of Indy? Join one of our meetups!
    http://www.meetup.com/HPwebOS/Indianapolis/

    Twitter: @INDYwebOSMeetup @steffej3
  4. #4  
    it is necessary to do a hard reset as much as I know, I thought it was the only way yo change your palm profile.


    hope you get it working mate
  5. #5  
    Do it again, this particular agent didn't know what they were doing.
  6.    #6  
    just an FYI... They did a server side profile reset after I finally got to a Level 4 technician.

    this cleared up whatever was blocking my profile from being seen as an Active profile.
    16 Candles, The Breakfast Club SB, Friday SB, App Catalog Fix, Palm Pre/Pixi - USB Modem, TMC Workaround, SCRIM Changing OTF

    The fastest way to install Preware on your WebOS device.
    Put your device in Developer mode.
    From your PC download the Preware installer from http://get.preware.org
    Run the Preware installer while the WebOS device is connected with the USB cable to your PC.
    Vualla Preware is installed.]
  7. #7  
    just an FYI... They did a server side profile reset after I finally got to a Level 4 technician.

    this cleared up whatever was blocking my profile from being seen as an Active profile.

    darn should have called HP support then...
    Gave up and just used impostah..heh
    (hidd) user.emerg: AddNewFinger: WARNING!!!!!!!: 99 FINGERS ADDED in 1 secs
  8. #8  
    Quote Originally Posted by demetry14 View Post
    just an FYI... They did a server side profile reset after I finally got to a Level 4 technician.

    this cleared up whatever was blocking my profile from being seen as an Active profile.
    I just spent 2 hours on the phone as I could not sign into my second TouchPad, got up to a Level 3 who told me to do a partial erase on TouchPad #1. Of course, now I can't sign into either TouchPad.
    He told me there was no Level 4. He will send my case to "the engineering team" to tell them my backups are corrupt. He could not give me a name or any timeframe for call back.

    I emailed Meg Whitman's office.

Posting Permissions