Support

For questions or help with SureWave Mobile Defense, please write to us using the contact page. See also the FAQ and the list of known issues for specific devices.

Notes and troubleshooting for the Palm OS®

PDA Defense is intended for Palm OS users who desire a higher level of protection for the data residing on their PDAs than other applications currently provide. PDA Defense is an application that will delete all the data and applications stored on your PDA if unauthorized attempts are made to access your device (with the patent pending bitwiping "bomb" enabled). You must set a password that you will not forget. If you do forget your password, you will have to rely on restoring your data and applications from your backup or performing a HotSync® operation.

Please note that in older versions of the Palm OS (prior to v3.3), performing a HotSync operation does not ensure that all third party applications and databases will be backed up; there are several alternative packages that offer full backup protection for your PDA.

The Palm OS device and applications designed for it were not intended to work with encrypted data. PDA Defense restricts access to encrypted databases on a locked device to solve this problem, but a fatal exception may occur in some situations. For example:

• Some applications, such as "hacks," may access the databases in the background even on the locked device. Because some applications do not expect that existing databases cannot be opened, a fatal exception error may occur. To avoid this behavior, databases for the offending application must not be encrypted in the PDA Defense "Protect applications" screen.
• After a system reset, the Palm OS device broadcasts an event to all installed applications and the applications can access encrypted data before PDA Defense activation. This may cause a fatal exception error.

If you encounter a fatal exception

1. Perform a "safe reset": hold down the page up hardware button and press reset simultaneously. The device will not call any application during the boot process but PDA Defense will be activated (PDAGuard must be installed).
2. Launch PDA Defense and select the menu option "Decrypt all databases…" on the PDA Defense main screen. All databases will be decrypted.
3. Perform a system reset ("soft reset").

If these steps do not resolve the issue, you may need to conduct a hard reset. This will restore your device to its original factory condition, and you will need to restore your applications and data from backup.