Cybook not recognized by computer

[cmbs]

Originally Posted by delphidb96

Part of the problem is there is no real 'systems' requirement. If you've got a computer with free USB ports your computer should recognize the Cybook - and the SD card if inserted - as a USB Mass Storage Device. And I fully sympathize with you on your problem. I remember when I flubbed the 0.91-0.98 update by accidentally jogging the SD card during update. The few days needed to get a new update file to me was the most frustrating I've had to endure with my Cybook.

Right now I've got Device Manager open and I'm seeing my Cybook as a USB Mass Storage Device. When I double-click on that, I get a dialog with three tabs, General, Driver and Details. On the General tab I see that it tells me that the device is working properly. I also see a button labeled 'Troubleshooting' and a combo box to enable and disable this device. Have you tried clicking the Troubleshooting button?

And if that doesn't work, have you switched to the 'Driver' tab and clicked on the Update this driver button?

Derek

Yes I have tried the troubleshooter. Yes I have tried updating the driver. Yes I have tried disabling and re-enabling. I have tried everything I could think of or have seen suggested.

Bookeen has had time to write back to me, I figure it's late afternoon in France by now. I wrote to them on the 24th. I think I am most frustrated right now by their lack of response. That is a lot of money to send to people who can't be bothered to respond.

[tompe]

If you have not already tested it you can use an external SD-card reader and see if it works to get the books onto the SD-card.

I do not remember exactly how Pupy Linux works with respect to mounting but it should be possible to mount the SD-card and your Windows disk and copy files but if there is not graphical support you have to know the commands for doing this and then it seems much better to get your Windows installation working.

[delphidb96]

Originally Posted by cmbs

Yes I have tried the troubleshooter. Yes I have tried updating the driver. Yes I have tried disabling and re-enabling. I have tried everything I could think of or have seen suggested.

Bookeen has had time to write back to me, I figure it's late afternoon in France by now. I wrote to them on the 24th. I think I am most frustrated right now by their lack of response. That is a lot of money to send to people who can't be bothered to respond.

CMBS...

I think you're missing my point. If you *CAN* see the Cybook when you use the Puppy Linux distro - and I'm not saying you should attempt to switch over permanently - then the problem does *NOT* lie with the Cybook but with your installation of Windows XP. As I'm not there and cannot root around in your computer, I really don't know where the problem lies on your system, but it's in there, not the Cybook. If it were in the Cybook, you'd have been unable to see the Cybook when you ran Puppy Linux.

However, the real issue is how and how soon we can get your WinXP os to recognize the Cybook. And we'll keep trying to offer you a options that will lead to a solution.

Derek

[delphidb96]

Originally Posted by tompe

If you have not already tested it you can use an external SD-card reader and see if it works to get the books onto the SD-card.

I do not remember exactly how Pupy Linux works with respect to mounting but it should be possible to mount the SD-card and your Windows disk and copy files but if there is not graphical support you have to know the commands for doing this and then it seems much better to get your Windows installation working.

You know... That is an *EXCELLENT* temporary solution!

Derek

[cmbs]

Originally Posted by delphidb96

CMBS...

I think you're missing my point. If you *CAN* see the Cybook when you use the Puppy Linux distro - and I'm not saying you should attempt to switch over permanently - then the problem does *NOT* lie with the Cybook but with your installation of Windows XP. As I'm not there and cannot root around in your computer, I really don't know where the problem lies on your system, but it's in there, not the Cybook. If it were in the Cybook, you'd have been unable to see the Cybook when you ran Puppy Linux.

However, the real issue is how and how soon we can get your WinXP os to recognize the Cybook. And we'll keep trying to offer you a options that will lead to a solution.

Derek

I'm not missing the point. There is something lacking in my windows os that is required by the cybook to work correctly. It's not required by any other hardware or software I've ever tried to use (hardware usually comes with any extra software necessary to run), but it's required by the cybook. The makers of the cybook know what their device requires. They should have minimum requirements on their site so that a person doesn't spend a fortune on a device that won't work with their system. They should be able to offer suggestions as to how I can correct this problem.

They advertise that it works with windows xp. I have windows xp. It's not working on my windows os. Thus obviously "windows xp" is not what is required, but rather something more specific that some versions of windows xp may be missing.

You are not going to convince me that bookeen shouldn't be busy trying to help me solve this. Because they should.

If nothing else, I require a reply from them to return it and get a refund.

Am I really supposed to reformat and reinstall windows? What if I do and it still doesn't work? I just did it December 3. I looked up the date. This is a fresh installation, and I've had no other problems with it. It's running very well.

The happy news is that I did what was logical, went back to the linux os and tried to figure out how to move files around and I did figure it out, so I do have my own books on my cybook and the multitude of demos are gone! Obviously this is a huge relief.

(For anyone who wants to know: menu - filesystem - media utility tool)

At the same time, I shouldn't have to use a different os to move my freaking book files.

I did notice this in linux's "usb viewer" and I have no idea what it means, maybe someone here understands this stuff better than I do. Possibly it's significant, possibly it isn't.

Most of the usb devices are under UHCI host controller, but the cybook is under EHCI host controller. Is it possible I'm missing that? How would I get it to add to my system?

Thanks again for everyone's help. It really does mean a lot to me.

[delphidb96]

Originally Posted by cmbs

I'm not missing the point. There is something lacking in my windows os that is required by the cybook to work correctly. It's not required by any other hardware or software I've ever tried to use (hardware usually comes with any extra software necessary to run), but it's required by the cybook. The makers of the cybook know what their device requires. They should have minimum requirements on their site so that a person doesn't spend a fortune on a device that won't work with their system. They should be able to offer suggestions as to how I can correct this problem.

They advertise that it works with windows xp. I have windows xp. It's not working on my windows os. Thus obviously "windows xp" is not what is required, but rather something more specific that some versions of windows xp may be missing.

You are not going to convince me that bookeen shouldn't be busy trying to help me solve this. Because they should.

If nothing else, I require a reply from them to return it and get a refund.

Am I really supposed to reformat and reinstall windows? What if I do and it still doesn't work? I just did it December 3. I looked up the date. This is a fresh installation, and I've had no other problems with it. It's running very well.

The happy news is that I did what was logical, went back to the linux os and tried to figure out how to move files around and I did figure it out, so I do have my own books on my cybook and the multitude of demos are gone! Obviously this is a huge relief.

(For anyone who wants to know: menu - filesystem - media utility tool)

At the same time, I shouldn't have to use a different os to move my freaking book files.

I did notice this in linux's "usb viewer" and I have no idea what it means, maybe someone here understands this stuff better than I do. Possibly it's significant, possibly it isn't.

Most of the usb devices are under UHCI host controller, but the cybook is under EHCI host controller. Is it possible I'm missing that? How would I get it to add to my system?

Thanks again for everyone's help. It really does mean a lot to me.

I'm glad that you found a 'workaround'... However, maybe your problem *does* reside in the different xHCI controllers involved, in which case you need to explore further. I just went in and I couldn't tell which one my Cybook was attached to. However, if you can figure it out, perhaps you should try connecting it through the UHCI, rather than the current EHCI controller. I've got so many USB ports that I can't really tell - except that if I plug certain of my USB devices in using the USB port in my 9-slot, internal, media card reader, they won't work, but if I move down a bit to one of the two USB ports built right onto the mother board, these devices work just fine. And one of those cables is the one I switch between my Cybook and my digital SLR... So therein may lie both the problem and the solution.

Derek

[DaleDe]

Originally Posted by delphidb96

I'm glad that you found a 'workaround'... However, maybe your problem *does* reside in the different xHCI controllers involved, in which case you need to explore further. I just went in and I couldn't tell which one my Cybook was attached to. However, if you can figure it out, perhaps you should try connecting it through the UHCI, rather than the current EHCI controller. I've got so many USB ports that I can't really tell - except that if I plug certain of my USB devices in using the USB port in my 9-slot, internal, media card reader, they won't work, but if I move down a bit to one of the two USB ports built right onto the mother board, these devices work just fine. And one of those cables is the one I switch between my Cybook and my digital SLR... So therein may lie both the problem and the solution.

Derek

It may also just be a problem of how many devices have been added to a USB port. I have seen this where I have so many devices that are memory devices that often one of them won't be recognized. I think there is an overload on the number of devices on a port. Not physically at one time but just installed drivers. I have been chasing down a problem like this but haven't solved it yet. I have dozens of memory like devices attached at one time or another to the usb ports on my computer.

[SUSGOD]

I tried to load images directly from my computer to a Digital Viewer Frame my mom received for Christmas. Oh Boy! Although the device claims it can be done directly, my windows 2000 will not recognized the device. Then I loaded images from the computer to a 250 MB CF card, but the digital viewer would not accept the card. So, I loaded the images on to a 16 MB CF card. The device accepted the card, but would only read the first 40 images. I had to replace the card in my computer and delete 40 images after loading. Reinsert the CF card in the viewer. Transfer more images to the digital internal memory. Repeat, Repeat, Repeat, etc. Who would have thought that the viewer, which has a capacity of 250 MB of internal memory, would have a bottleneck at the loading point!

[cmbs]

It's not too many devices on the usb. I only have a camera and a pen drive, and now the cybook. I did go and delete hidden devices. Mostly it was the unknown device listed a bunch of times. It didn't help.

It's not the uhci/ehci either. I found out what that means and I have them both on windows.

I have been searching the internet for an answer and have been trying random things I find that people claim worked for them and I decided that was pretty stupid when I don't know what I'm doing and how to undo it and I could really do some damage to my system. Like I said, I'd rather not have to reformat and reinstall again any time soon.

Most of the stories I am reading are not like mine. People had devices that worked and suddenly nothing works. It's a more generic system problem. But my other devices still work perfectly. The problem is only with the cybook (and whatever it alone requires that I don't have), not the hub.

For the record, bookeen has not written back.

If you buy a product and it doesn't work and you write to the company saying so - they need to write back. I don't care if they ultimately have the answer or not. They need to respond and show some concern. If I hadn't found the linux cd, I'd be wanting a refund for a $350 product I can't use. I am extremely disappointed in bookeen. I have never ever been ignored by a vendor before, and at the same time, rarely spend this kind of money on a product. Extremely disappointing. They're going to end up with problems related to their complete lack of customer service.

[ProfJulie]

Have you tried using a different computer just to see if a different computer will recognize the CyBook?

I don't know if this could be the problem, but have you tried disabling your antivirus and firewall software just to see if that makes a difference?

[HarryT]

Most European companies are closed from Christmas Eve until 2nd Jan. I wouldn't expect Bookeen to be open until next Wed.

[cmbs]

Whoever said it'd be something simple might win the prize.

I had already unplugged the mouse from the back of the computer to test the cybook in that port BECAUSE I WANTED ONE I KNEW WORKED. It didn't work.

I was thinking about the ehci and uhci. There are four universal controllers and only one enhanced controller listed in my device manager. So I was wondering if they are connected to specific ports. So I thought I'd try each and every port in the back of the computer, just for the heck of it.

After blowing gobs of dust out of the way, I started plugging, and sure enough one of them recognizes the cybook.

I never had any idea that the ports were different. I figured if I tried one, they'd all be the same. I mean, they ARE directly in the computer, not external as some people had mentioned.

But anyway. There you go. The saga of learning to try every single port.

Thanks for everyone's help.

[DaleDe]

Glad you finally got it working. Yes they are different and sometimes you have to reinstall the driver when you try a different port. USB isn't as universal as they might have you believe.

Dale

[diabloNL]

Glad you got it to work! There can be a big difference in USB ports on the front of your PC and on the back. I have seen it many times that a device won't work when connected to the front, but works when connected to the back.

Anyway, enjoy your Cybook!

[delphidb96]

Originally Posted by cmbs

Whoever said it'd be something simple might win the prize.

I had already unplugged the mouse from the back of the computer to test the cybook in that port BECAUSE I WANTED ONE I KNEW WORKED. It didn't work.

I was thinking about the ehci and uhci. There are four universal controllers and only one enhanced controller listed in my device manager. So I was wondering if they are connected to specific ports. So I thought I'd try each and every port in the back of the computer, just for the heck of it.

After blowing gobs of dust out of the way, I started plugging, and sure enough one of them recognizes the cybook.

I never had any idea that the ports were different. I figured if I tried one, they'd all be the same. I mean, they ARE directly in the computer, not external as some people had mentioned.

But anyway. There you go. The saga of learning to try every single port.

Thanks for everyone's help.

HOORAY!!! I *WON* the PRIZE!!! Now, please tell me, what did I win??? (I'm hoping for a Booby Prize! )

But what really makes me happy is that you've found a USB port which will recognize your Cybook - and that you can now use your Cybook as intended! Way to go!

Have fun reading.

Derek