Advice for supporting remote users?

curtw · 03-18-2009, 01:30 PM

Hey Cybook folks,

As my department's resident eBook reader user, I've been chosen to help deploy a reader system to some users who are in a remote location and unable to access the Internet at large. We do have a means of sending them book files over a private network.

Cybook was pre-selected because:

The EMI signature of Kindle's Whispernet, as well as the risk of inadvertent activation, are unacceptable in our environment.
The users have a previous history with Mobipocket on Windows, are familiar with the catalog, and they would like to continue shopping there.
We have a support team that has logged the relevant PIDs

But, of course, as a Sony owner, I don't have the background or experience to know what contingencies we need to prepare for. I'm hoping that some of you can provide some advice.

Is the "known bugs" sticky sufficient to prepare the users for the gotchas out there?

Is there a way to preload a firmware restore file on either an SD card or a PC in case they experience a corruption? Are the firmware restore steps documented?

Anything else I would want to know about?

Thanks in advance!

Curt

GeoffC · 03-18-2009, 01:38 PM

My first thought is ....

If the customer has no internet connection, then how do they know about you. ?

(Can one get Mobipocket other than via an internet download?)

curtw · 03-18-2009, 02:32 PM

Quote:

Originally Posted by GeoffC

My first thought is ....

If the customer has no internet connection, then how do they know about you. ?

(Can one get Mobipocket other than via an internet download?)

I have worked for them before. I am a project manager in real life. I'm only an ebook freak on the internet.

And to the follow-up: they have lackeys who will do the internet downloading, and forward them the files.

Pulp · 03-18-2009, 04:54 PM

Quote:

Originally Posted by curtw

Is there a way to preload a firmware restore file on either an SD card or a PC in case they experience a corruption? Are the firmware restore steps documented?

Yes there is - actually that is how the update process works, you put a file onto the sd-card and hold the centerbutton pressed while booting.

There usually are 2 versions of a firmware, one that does a regular update and one that does a complete hardreset of the device first, erases all the memory and then installs the firmware (for use in case of emergency) - make sure people have both of them on their PCs and know which is which

Pulp · 03-18-2009, 04:57 PM

The only important thing to know when working with the Cybook is to make sure they always use the "remove hardware" option in the tray before disconnecting the device.
That should garantee that the devices memory does not get corrupted - if they follow that simple rule there should not be any problems at all.

bwaldron · 03-19-2009, 02:50 PM

Quote:

Originally Posted by Pulp

Yes there is - actually that is how the update process works, you put a file onto the sd-card and hold the centerbutton pressed while booting.

There usually are 2 versions of a firmware, one that does a regular update and one that does a complete hardreset of the device first, erases all the memory and then installs the firmware (for use in case of emergency) - make sure people have both of them on their PCs and know which is which

I always keep a copy of the latest firmware (full "format" version) on my SD card when I'm traveling with the Cybook, just in case.

pthwaite · 03-19-2009, 04:38 PM

I must say I haven't had a firmware corruption, just the occasional system hang. I'd make sure they know where the reset button is

HarryT · 03-20-2009, 04:26 AM

Quote:

Originally Posted by pthwaite

I must say I haven't had a firmware corruption, just the occasional system hang. I'd make sure they know where the reset button is

The firmware is highly unlikely to get "corrupted", since it's in a partition that the user can't see. What can and does get corrupted are the files in the "system" folder in the user partition. The most common cause of this is probably people unplugging the USB cable without correctly dismounting the device. It's a good idea to keep a backup of the "system" folder.

Idoine · 03-20-2009, 08:56 AM

I had an issue recently (Cybook didn't keep its configuration), and with a precedent backup of my "system" folder, a recent one of the other folders, plus a formatting of the partition, it did the trick ! Pretty simple to do, just a little stress !

If this issue appears again, I'd try with a paste of the "system" folder only...

03-18-2009, 01:30 PM	#1
curtw Outside of a dog Posts: 863 Karma: 4457646 Join Date: Dec 2007 Location: Houston, TX Device: Kindle Voyage	Advice for supporting remote users? Hey Cybook folks, As my department's resident eBook reader user, I've been chosen to help deploy a reader system to some users who are in a remote location and unable to access the Internet at large. We do have a means of sending them book files over a private network. Cybook was pre-selected because: The EMI signature of Kindle's Whispernet, as well as the risk of inadvertent activation, are unacceptable in our environment. The users have a previous history with Mobipocket on Windows, are familiar with the catalog, and they would like to continue shopping there. We have a support team that has logged the relevant PIDs But, of course, as a Sony owner, I don't have the background or experience to know what contingencies we need to prepare for. I'm hoping that some of you can provide some advice. Is the "known bugs" sticky sufficient to prepare the users for the gotchas out there? Is there a way to preload a firmware restore file on either an SD card or a PC in case they experience a corruption? Are the firmware restore steps documented? Anything else I would want to know about? Thanks in advance! Curt

03-20-2009, 08:56 AM	#9
Idoine Which book will be next ? Posts: 661 Karma: 2172 Join Date: Jan 2009 Location: France Device: Cybook Gen3 1.5, Sony PRS 600 RC, Samsung Omnia...	I had an issue recently (Cybook didn't keep its configuration), and with a precedent backup of my "system" folder, a recent one of the other folders, plus a formatting of the partition, it did the trick ! Pretty simple to do, just a little stress ! If this issue appears again, I'd try with a paste of the "system" folder only... Last edited by Idoine; 03-20-2009 at 08:57 AM. Reason: Quotes for "system"...

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03-18-2009, 01:38 PM	#2
GeoffC Chocolate Grasshopper ... Posts: 27,600 Karma: 20821184 Join Date: Mar 2008 Location: Scotland Device: Muse HD , Cybook Gen3 , Pocketbook 302 (Black) , Nexus 10: wife has PW	My first thought is .... If the customer has no internet connection, then how do they know about you. ? (Can one get Mobipocket other than via an internet download?)

03-18-2009, 04:57 PM	#5
Pulp Palm Addict Posts: 477 Karma: 1001951 Join Date: Aug 2008 Device: Cybook Gen3 [512mb, FW: 1.5]	The only important thing to know when working with the Cybook is to make sure they always use the "remove hardware" option in the tray before disconnecting the device. That should garantee that the devices memory does not get corrupted - if they follow that simple rule there should not be any problems at all.

03-19-2009, 04:38 PM	#7
pthwaite Fanatic Posts: 597 Karma: 430 Join Date: Aug 2008 Location: Ellesmere Port, UK Device: DR1000S Sony PRS505 iPad iPhone	I must say I haven't had a firmware corruption, just the occasional system hang. I'd make sure they know where the reset button is

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