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The issue is now resolved.
The tech support person was not as competent as some I have spoken to, however.
Even though he knew that I had tried this on more than one computer, with more than one cable, he said at first that it MUST be a computer issue, probably with USB drivers in the computer needing to be updated.
I asked him if he thought a complete turn off of the reader might help. He said it would make no difference. (see later)
He also did not seem to realise that if the computer does not recognise the reader it will not show a USB mass storage device in the 'manage' panel. So no way to remove and reinstall it. He put me through the process of trying to find the driver to uninstall and reinstall for the reader. Of course it did not show.
He said finally that I would have no choice but to send the reader to a tech somewhere as he had to accept that it was the reader, not the computer. While he was trying to find the closest to me, I asked if a hard reset would be the best thing to try before sending it away. He said it might work, though not likely. Still, worth a try. I was in the process of turning off the reader for this process (while he looked up how to do a hard reset in this reader) when it asked if I really wanted to shut down. I asked him if it might be worth shutting it down (hard shut down, not put to sleep) and then restarting it, trying it again. He said he thought I told him I had already done that.
Yes, he said, it is worth a try.
In short it worked.
When it powered back on and was connected back to the computer everything behaved as expected. No data loss, no need to reload the reader and I can go on and download a library book! YAY!
Thanks gentlemen, for your various suggestions and support.
I appreciate it.
Ellie
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