Just get an idea of how many people have problems

If you answer other, please just describe the problem in a post.....and if you answer no problem...and develop one later....just state so in the post.


With around 2000-4000 units shipped and sold out....Bookeen are not poor ...with us havng to foot the bill for shipping for repairs.

Workarounds might be posted in the known bugs and solutions thread.

My auto power off doesn't work.

Freezes every now and then after boot up (maybe 1 out of 20 times). Nothing really troublesome, and only seems to happen when I have 'Auto Power Off' disabled.

If you buy a new device you have to be prepared for firmware bugs. It is first after a couple of firmware updates that you can really start complaining about the quality of the software. A couple of freezes per month will not destroy the book reading functionality and what I can see there are no common bugs that affects the main functionality.

Yeah...one or two freezes ain't no problem but a completely bricked one with even firmware updates not taking is (like mine).......a problem.

And I've tried everything.....suggested.....:blink:

Dictionary lookup (PONS English-German, big version) causes the Cybook to reboot or freeze when looking up certain words (reproducable).

Dictionary lookup (PONS English-German, big version) causes the Cybook to reboot or freeze when looking up certain words (reproducable).

That sounds like a fault with that specific dictionary. I'm using the unabridged Chambers dictionary (25MB) and that works perfectly.

Have you reported the problem to Bookeen?

That sounds like a fault with that specific dictionary. I'm using the unabridged Chambers dictionary (25MB) and that works perfectly.

I suspected the size of the dictionary to be the cause of the problem. But as it's only 15 MB and yours 25 MB it must be something else.


Have you reported the problem to Bookeen?
Not yet.

Dictionary lookup (PONS English-German, big version) causes the Cybook to reboot or freeze when looking up certain words (reproducable).

I experienced exactly this problem last night for the first time when looking up a specific word in my Chamber's dictionary (the Gen3 rebooted) and, as you say, it's reproducable. I'll report it to Bookeen.

Thanks for the replies guys.....

The problem that I have had was that it froze at the startup cybook screen.
Resetting it and even the suggestions made by Derek did not work.
This was after 5 days of minimal use and happened while reading a preloaded book.

It has gone back to Bookeen and/as they have not encountered this problem before.

Though what I'd said before on another thread stands...it looks that there are a number of problems (though those with working machines are unlikely to be lurking around forums----more likely they're reading with it).

Could be manufacturing +/- software issues.

Well I wouldn't know, as I'm no engineer.

I do hope Bookeen sort it out as they've got an incredible product.....though expensive......not having it after just 5 days showed how useful it is :chinscratch:

I got my copy of the Chambers Dictionary from Books on Board (BoB).

I initially reported it's behaviour as a fault to BoB, but (after reading the posts here) told them it appeared to be a CyBook issue, and I was happy for my fault report with them to be closed.

They acknowledged that, but have subsequently sent an email saying they're still looking into it, and requesting the build details for my CyBook.

I must say, I'm very impressed with BoB's perseverance :2thumbsup - if I get any feedback from them I'll post an update.

:blink:Freezes every now and then after boot up (maybe 1 out of 20 times). Nothing really troublesome, and only seems to happen when I have 'Auto Power Off' disabled.

Just got a new Cybook Gen 3.
After reading about 10 - 15 pages the device just locks up. Nothing will work and I have to turn it off and back on to be able to read again, just to have the problem reappear in another 10 or so pages. I have reloaded the books, taken the battery out of the Cybook and reconnected it, I have tried the reset button, but nothing seems to work. There is no SD card in it and the battery is totally charged. I really would appreciate any helpful advice. Thanks all.

:blink:

Just got a new Cybook Gen 3.
After reading about 10 - 15 pages the device just locks up. Nothing will work and I have to turn it off and back on to be able to read again, just to have the problem reappear in another 10 or so pages. I have reloaded the books, taken the battery out of the Cybook and reconnected it, I have tried the reset button, but nothing seems to work. There is no SD card in it and the battery is totally charged. I really would appreciate any helpful advice. Thanks all.

On the same book or on all books? Maybe try to read from SD card?

On the same book or on all books? Maybe try to read from SD card?

He mentioned he didn't have the SD card in.

Derek

:blink:

Just got a new Cybook Gen 3.
After reading about 10 - 15 pages the device just locks up. Nothing will work and I have to turn it off and back on to be able to read again, just to have the problem reappear in another 10 or so pages. I have reloaded the books, taken the battery out of the Cybook and reconnected it, I have tried the reset button, but nothing seems to work. There is no SD card in it and the battery is totally charged. I really would appreciate any helpful advice. Thanks all.

Ralfm1,

Wow! I mean, like, WOW! And NOT in a good way! You know, I've never had that particular thing happen. Can you, by any chance, turn the Cybook off then on and see what firmware update version is listed on the initial Cybook boot-up screen or in the About box? I'm curious if you have a newer build version and if the problem may be in the updated firmware. Of course, as I no longer have a *WORKING* Cybook, I'll have to ask others to post their particular build versions of the firmware.

Derek

It locks up on all downloaded books.

He mentioned he didn't have the SD card in.


Yes, I know. I meant that maybe it works with books on an SD card.

Boo Reader Version 1.0 (build 538)

Bookeen has been totally unresponsive so far. Perhaps I will have to challenge the bill for the unit with my Visa Card company, maybe I'll get a response then.

I tried reading a book from an SD card (2 G ) with the same result unfortunately.:(

Boo Reader Version 1.0 (build 538)

Bookeen has been totally unresponsive so far. Perhaps I will have to challenge the bill for the unit with my Visa Card company, maybe I'll get a response then.

So far? How many days have you waited? You should also know that a lot of people are not working the three days this week that are work days. By taking 5 days vacation you got 16 days in a row not working this christmas.

You may be right! I should probably wait until the first complete working week. It's just that I'm a bit, how shall I say it politely, peeved?!

My Cybook has the same Version and Build as yours and I have not encountered the problem. Perhaps it is the book you are reading? Have you tried other books.

Just for reference, I sent Bookeen an email regarding some other issues on Jan 1, and I received a response today (Jan 3). They are working on an update that will be available in a few weeks.

It's been 4 weeks since I first got the cybook................it's been 23 days since it stopped working.

It took them 1 week to respond and and another 4 days to authorize a replacement.

It took 36 hours to ship there ....and another 5 days for them to actually receive it ....(God Only Knows why).

and the waiting in between....

I don't expect a reply any time soon....it usually takes 2-3 emails to get one response from support.

I shall have to try to reclaim it or write it off completely..and seek an alternative product..
I have been patient but I can't be any charitable to them anymore......:wall:

It definitely is not worth 250 pounds.

It's been 4 weeks since I first got the cybook................it's been 23 days since it stopped working.

It took them 1 week to respond and and another 4 days to authorize a replacement.

It took 36 hours to ship there ....and another 5 days for them to actually receive it ....(God Only Knows why).

and the waiting in between....

I don't expect a reply any time soon....it usually takes 2-3 emails to get one response from support.

I shall have to try to reclaim it or write it off completely..and seek an alternative product..
I have been patient but I can't be any charitable to them anymore......:wall:

It definitely is not worth 250 pounds.

I am hearing your pain. And, given that *MY* Cybook is back at Bookeen and I've heard no word *when* they plan to ship the replacement, I'm also *feeling* your pain. I'm no more a 'happy camper' right now than you are.

Derek

It's been 4 weeks since I first got the cybook................it's been 23 days since it stopped working.

It took them 1 week to respond and and another 4 days to authorize a replacement.

It took 36 hours to ship there ....and another 5 days for them to actually receive it ....(God Only Knows why).

and the waiting in between....

I don't expect a reply any time soon....it usually takes 2-3 emails to get one response from support.

Why are you expecting any other response that them shipping the replacement? And if they are out of machines that will be at the end of the month it seems.

When something breaks that I have bought in an ordinary shop and they have to fix it then it usually takes up to a month. I think the laws says that the shop has to solve the problem in a reasonable time and if they fail that they have to give you the money back. But one month is not an unreasonable time especially if they are waiting for a delivery.

Yes, many shops have much better service but I think people have too high expectations if the think that will hold for every shop you buy things from.

Yup I know that Tompe and you're right.......but knowing that ......you also have to take into account it worked for only 4 days.......

Yup I know that Tompe and you're right.......but knowing that ......you also have to take into account it worked for only 4 days.......

Yes, I think I would be annoyed and upset if that happened to me.

Yup I know that Tompe and you're right.......but knowing that ......you also have to take into account it worked for only 4 days.......

I'm so sorry to hear of your problems. I know I would be sooooooo disappointed if that had happened to me......especially after waiting several weeks to get the thing! With mass produced items and big box stores, it is so easy to just go exchange defective products, but unfortunately that is not the case for things that are in such limited supply (and overwhelming demand, I suspect) and purchased from so far away (I live in the USA).

Overall, I think the Cybook is quirky, but solid....I am sorry your experience has been so disappointing and hope for a speedy and satisfactory outcome.

How can Bookeen give better service? Derek's unit broke and he sent it back. Now they are going to replace it. But they don't have stock. Not their fault. It's because PVI is short on screens due to all the popularity of Vizplex based eink readers. The screen are just in too much demand for PVI to handle in any great quantity. Even Sony Style is sold out for the moment as well as Amazon.

How can Bookeen give better service? Derek's unit broke and he sent it back. Now they are going to replace it. But they don't have stock. Not their fault. It's because PVI is short on screens due to all the popularity of Vizplex based eink readers. The screen are just in too much demand for PVI to handle in any great quantity. Even Sony Style is sold out for the moment as well as Amazon.

But one might reasonably expect that they'd keep a small number of units available for warranty replacements.

But one might reasonably expect that they'd keep a small number of units available for warranty replacements.

One would expect that to be the case, wouldn't one? If it isn't the case, well then, I guess I'll just have to wait... [Sigh]

BTW, I have another Cybook Gen3 to hand. *IT* won't properly read *any* SD card and so is stuck back in version 0.91 firmware. Unfortunately, the versions of firmware updates *I* have (0.98, 0.99 and 1.0) all expect to be loaded in via the SD card. [Sigh] Plus, I have a ton of NEW mobi ebooks from Fictionwise - all of which are secure and this other engineering sample doesn't have the same PID as MY Cybook. [Sigh]

It's just getting to be one of those weeks. Oh CRAP!!! If and when they send out the new Cybook (it'll be one of the production models) it will have Yet Another PID! Crap! Crap, crap, crap! :smack: :smack:

Derek

But one might reasonably expect that they'd keep a small number of units available for warranty replacements.

That is foresight.....isn't it......then it might reasonably be assumed that the lack of PVI screens,having paid so much money or even my alleged high expectations are not the sole cause of my disappointment.

I will not speculate why.....as there is very little info to go on........ from Bookeen anyway........

What is clear is whatever the cause I am still disappointed....as anyone would reasonably be after having nearly $400/£250 taken (willingly) nearly 10 weeks ago and nothing to show for it.

May be I paid for a quirky product and a quirky service which was all mentioned in the fine print.................oops there wasn't any!

I totally understand your disappointment. I'd feel the same if I were in your position.

But one might reasonably expect that they'd keep a small number of units available for warranty replacements.
Do they hold back some units or do they send them out? That is a tough question. Either way, you won't be making all customers happy.

Do they hold back some units or do they send them out? That is a tough question. Either way, you won't be making all customers happy.

It's pretty much standard business practice to reserve a small percentage of units for the service department. And such behavior has been common for decades at the very least. So any customer who'd be surprised and disappointed is, in my opinion, somewhat naive.

Even NAEB plans to build a small stockpile of units to hold in reserve for service problems.

Derek

I wonder then if Bookeen then has used up their reserve of service units.

I wonder then if Bookeen then has used up their reserve of service units.

Could be.

What bothers me, and it REALLY bothers me, is that I *know*, because I tracked it through FedEx, that Bookeen got my broken Cybook on Wednesday of last week. Yet I've not heard ONE SINGLE WORD from them. Now part of it may be they're swamped, I can understand that. But my repair/replacement is 'special'. I'm supposed to be getting the very FIRST of the NAEB edition packages as it would be helpful to be able to show exactly what difference there is between a NAEB 'special' package and a Bookeen 'deluxe' package.

So you'd think that they'd at least keep me apprised on the status of this replacement.

I'm still fungi-ing. :blink:

My only issue so far is very small - the power-on button feels less sensitive now. I used to be able to press it easily to start up the Cybook. Right now, it sometimes takes a couple of tries.

It works best if I press at a slightly odd angle, which is new. It's not a big deal at the moment and hopefully won't become one. But I'm a little nervous it will stop being able to switch on at all!

Could be.

What bothers me, and it REALLY bothers me, is that I *know*, because I tracked it through FedEx, that Bookeen got my broken Cybook on Wednesday of last week. Yet I've not heard ONE SINGLE WORD from them. Now part of it may be they're swamped, I can understand that. But my repair/replacement is 'special'. I'm supposed to be getting the very FIRST of the NAEB edition packages as it would be helpful to be able to show exactly what difference there is between a NAEB 'special' package and a Bookeen 'deluxe' package.

So you'd think that they'd at least keep me apprised on the status of this replacement.

I'm still fungi-ing. :blink:

Precisely.....

My only issue so far is very small - the power-on button feels less sensitive now. I used to be able to press it easily to start up the Cybook. Right now, it sometimes takes a couple of tries.


I have the same issue, it seems like I have to "press and hold" to get the unit to turn on. I have always had to do this, so I thought it was normal. :D

I have the same issue, it seems like I have to "press and hold" to get the unit to turn on. I have always had to do this, so I thought it was normal. :D

That is normal. You have to press and hold the button for about 2 sec to power on.

I have the same issue, it seems like I have to "press and hold" to get the unit to turn on. I have always had to do this, so I thought it was normal. :D

Yeah, that's the normal way.

My issue is that I can't just press and hold, I have to do it at a really weird angle in order to make the connection.

But as long as that continues to work, it's all golden.

aaaah ......finally..................I have a response from Bookeen after I wrote to them "4" times........the final time in french explaining how unhappy I was
.............
They acknowledge that it is defective though they didn't explain what..............and that I would be getting a replacement hopefully by the end of the month...........

They are slooooow.......but I hope they get their act together.............and have a faster response time .....I don't expect any improvement in turnaround/repairs as they take time...but they sure need to improve their communication

aaaah ......finally..................I have a response from Bookeen after I wrote to them "4" times........the final time in french explaining how unhappy I was
.............
They acknowledge that it is defective though they didn't explain what..............and that I would be getting a replacement hopefully by the end of the month...........

They are slooooow.......but I hope they get their act together.............and have a faster response time .....I don't expect any improvement in turnaround/repairs as they take time...but they sure need to improve their communication

Wow! You GOT a response! And to think I'm still waiting for them to acknowledge my Cybook's existence...

Derek

Wow! You GOT a response! And to think I'm still waiting for them to acknowledge my Cybook's existence...

Derek

They never did write back to me, for those keeping score.

Is there a phone number for Bookeen to actually try to get a LIVE person on the phone instead of send an email that may or may not ever get responded to?

Is there a phone number for Bookeen to actually try to get a LIVE person on the phone instead of send an email that may or may not ever get responded to?


Yes, but I've never been given permission to give it out. Sorry!:(

Derek

I know Derek can't give the number out maybe a google/pipl search for the two founders will yield results......along with the country code.....

There is probably a quite easy way to get in touch by phone with Laurent Picard himself. I will not post how, but be creative! ;)

http://www.emediawire.com/releases/2004/12/emw188889.htm

Got this

Now, for the strangest thing ever...

Yesterday, while I was reading, the device made an auto reset. After which I kept on reading as usual.

Today I've turned on my Cybook and my Library was empty. There were only the image files. I thought it was a problem with the SD card detection (I have all my ebooks in the SD card) but the SD icon was in the screen.

I came home and tried to figure out what had happened. Connected the Cybook to my PC and... when browsing the SD Card... all my ebooks where in the music folder. :smack::smack: It wasn't me!! The device did it all by itself. Go figure...:cool:

I came home and tried to figure out what had happened. Connected the Cybook to my PC and... when browsing the SD Card... all my ebooks where in the music folder. :smack::smack: It wasn't me!! The device did it all by itself. Go figure...:cool:

Strange. I suppose a corrupt file system could behave that way. You should check if it is corrupt or not.

Dictionary lookup (PONS English-German, big version) causes the Cybook to reboot or freeze when looking up certain words (reproducable).

I followed the advice from HarryT and bought a Chambers Dictionary 10th Ed. from BoB. I had only few problems (freeze approx. once within 30 lookups) during dictionary lookup with this dictionary and it is quite useful for me (very few words I didn't found there, and that was mainly because of punctuation marks which were included in the search) . But there are quite some word definitions which are too difficult for me to understand as non-native speaker, therefore I think about buying an additional Dictionary PONS English-German (preferably big version). I would appreciate if somebody who has already bought this Dict. could tell me how serious (often) these problems (freeze or reboot) occur during dict.-lookup and how successful lookup of non-standard word forms is. (Chambers is working great in this point).

I get quite a few hangs or reboots during dictionary lookup. I emailed Bookeen about it and they say they it should be fixed in the forthcoming firmware upgrade. I don't think it depends what dictionary you're using.

I use the Concise Oxford English Dictionary and have no problems. I also use it a lot.

Seems to happen mainly with very large books, such as some of the Dickens books I've posted. I suspect it's a memory issue.

I use the Concise Oxford English Dictionary and have no problems. I also use it a lot.

I have Concise Oxford English Dictionary. When looking up "fastidious" if says "No result" but the word is in the dictionary and I can look it up with the same dictionary using my Palm T5. The word "fast" gives the alternatives "FAA", "FAS", "fat" and "faze".

So do you have the same problem? I have reported this to Bookeen.

If I lookup a word in the dictionary, then lookup a word in the definition, then lookup a word in that definition, and so on - my CyBook won't get beyond 3 or 4 such lookups before crashing.

(I was surprised the Chambers dictionary couldn't find any entries for 'regulated' :blink:)

If I lookup a word in the dictionary, then lookup a word in the definition, then lookup a word in that definition, and so on - my CyBook won't get beyond 3 or 4 such lookups before crashing.


... which fits with it being a memory issue.

Have got my replacement Cybook on Monday.....I am pleased and they do seem to have made some perceptible changes......the directional button is easier to handle..

I am reminded instantly how useful it is to have a library at hand.....

Will wait to see how robust this one is, after my original died after 5 days of very mild use....

They did send one across after me emailing them ad nauseum and in French.......so I hope this one lasts....

Having said that.....it still is early days and I'm finally trying to enjoy it (fingers crossed) :)

Great - that suggests that they have some new stock. Don't forget to change your profile description :).

Great - that suggests that they have some new stock. Don't forget to change your profile description :).

I've been informed my NAEB-version Cybook should reach me by Monday. Yes, it appears they have a shipment in stock. :)

Derek

Hurray! You've certainly waited long enough for it. That's great news, Derek.

How can Bookeen give better service?

A discussion forum on their website might be a good place to start. Customers could then help troubleshoot each others' problems.

My problem is that every time I insert an SD card into my Cybook, my Mac gives me the following error message:

http://kevinadams.adamsspace.com/wp-content/uploads/2008/02/error.jpg'

:(

My Mac can read/write MS-DOS format, so that shouldn't be a problem? That's the same as FAT-32 isn't it?

Could it be that the Cybook requires USB 2.0? My laptop only came with USB 1.1 (it's nearly 3 years old).


Edit: for some reason, the image didn't show up. Here it is as an attachment:

My problem is that every time I insert an SD card into my Cybook, my Mac gives me the following error message:

http://kevinadams.adamsspace.com/wp-content/uploads/2008/02/error.jpg'

:(

My Mac can read/write MS-DOS format, so that shouldn't be a problem? That's the same as FAT-32 isn't it?

Could it be that the Cybook requires USB 2.0? My laptop only came with USB 1.1 (it's nearly 3 years old).


Edit: for some reason, the image didn't show up. Here it is as an attachment:

Nope. MS-DOS isn't a 'format'. And you might be better off formatting as FAT instead of FAT32. Plus, junk the 2GB SD card and get an el-cheapo 1 or 2GB one you can find floating around eBay for $5 or so. They tend to work better.

Plus, if you've got any kind of USB2.0 hub between the Cybook and the Mac, take the hub out of the loop. The Cybook works best when it's attached to one of the two primary USB ports. And the Cybook is USB1.1 compatible.

Derek

I've been informed my NAEB-version Cybook should reach me by Monday. Yes, it appears they have a shipment in stock. :)

Derek

Haven't they sent yoi a replacement?....

Now you're gonna have 2....when once you had none!

Nope. MS-DOS isn't a 'format'. And you might be better off formatting as FAT instead of FAT32. Plus, junk the 2GB SD card and get an el-cheapo 1 or 2GB one you can find floating around eBay for $5 or so. They tend to work better.

Plus, if you've got any kind of USB2.0 hub between the Cybook and the Mac, take the hub out of the loop. The Cybook works best when it's attached to one of the two primary USB ports. And the Cybook is USB1.1 compatible.

Derek

Disk Utility gives me 6 options: 4 are Mac-specific, 1 is Unix, and 1 is MS-DOS. I've tried this with both the 2 GB card from Bookeen, and with a 1 GB card from Toshiba that I picked up on Monday. Same results. And the Cybook is plugged directly into my computer's USB port. The only thing in between the SD card and the computer is the Cybook itself.

I don't have any problem seeing the Cybook itself, and its 64 MB of built-in storage. So USB 1.1 isn't an issue there. It's just SD cards.

I've tried connecting to a PC at work, too. It was running Windows XP Professional. Results were not encouraging.

Windows explorer froze, requiring a reboot. Even then, I was unable to open the SD card. In addition, it said that the Cybook was write-protected, preventing me from deleting or adding any ebooks.

I believe I'll be emailing Bookeen's support when I get home tonight.

I don't usually sync books to my SD card through Cybook. I just copy books directly to the SD card - it's really easier than pulling out my sync cable every time.

I just received my Cybook for a week now. I found it to be a bit more user friendly than the sony 505 and has more user control such as font sizes. However, other features are simpler in sony 505.

On problem I have with the Cybook is using the Book-mark feature. With sony 505, this feature is extremely simple and you can book mark several books and retreive the page of any book easily.

With the Cybook, you can book mark the page for several books, you would have to open the right book in order to retreive the marked page. This is a bit cumbersome.

With my Cybook, when I book mark multiple pages or even a page, delete it and it wont allow me to book mark a new page. I have to reset the reader in order to be able to book mark a new page. This happened several times already. At one time I booked marked several pages, let the machine auto-shut off, the book marks are gone and worse of all I can't add new book marks.

This is problematic since Cybook does not display any page numbers and you would search long and hard to find the right page to continue your reading.