Major issues with eBook Library v2.2 - Sony Support Acknowledges

[Glurch2891]

Im in exactly the same boat as MSWallack.
After I installed fiddler, I can access the store but cannot login.
Any updates on this, I cant imagine how much $$ Sony is losing if
there are 4000+ customers in our situation!

[Abisha]

Originally Posted by MSWallack

When I installed eBook Library v2.2 on my laptop it gave me an error that said it could not connect. The library aspects of the software worked fine, but it couldn't connect to the internet (thus, it couldn't connect to the store). I tried all sorts of things (including the suggested fixes at Sony's support site), but none worked. Eventually, I uninstalled v2.2 and reinstalled v2.0 but when I did so I learned that my computer was no longer authorized (luckily, I'd backed up some of the files that I manually deleted following the uninstallation so I was able to restore those files and the authorization). Since then, I've tried several times (doing several different things) to try to get it to work. No luck.

So, over the weekend, I contacted Sony support. They gave me several additional things to try (including specifically authorizing Internet Explorer to communicate with a few particular sites). Still no luck. I was told that if those methods didn't work, I should call support. Which I did yesterday. The support staff was friendly and helpful and I still have one more thing to try from the list that he gave me (I simply ran out of time last night...my family actually wanted me to pay attention to them...the nerve...).

But here's the interesting part: The Sony support representative that I spoke to said that Sony had logged about 4,000 support queries on this exact problem and that Sony was still working on a real solution but so far don't know what is causing the problem!

---Michael

I have suffered the very exact same problem. I went through the process of installing, uninstalling 3+ times before I was able to confirm with absolute confidence that Sony's v2.2 ebook library was the culprit behind the failure to connect issue. Even now that I've rolled my install back to v2.0 which came on the initial installation disk, I do frequently still get plagued with error messages particularly when I browse the ebook store via 'categories'. I've got to say, I'm a first time 'eink' reader owner, but down the road, I will NOT be being a Sony ever again. The software that accompanies the Sony reader is horrific.

[Glurch2891]

I dont have the original disk (I'm sure I do, but after christmas, God only knows where I put it! ). Is 2.0 downloadable anywhere on the support site??

[MSWallack]

I spent some more time on the phone with Sony's level 2 technical support. Of course, they wanted to blame every other possible source for the problem. The guy insisted on having me boot into safe mode (I explained that wouldn't work as my network connectivity requires Network Magic...). When I refused to take the time to do things that I knew had nothing to do with the problem, he refused to help any more. He blamed Norton (we even manually inserted "allow" instructions for Sony's IP, but it still wouldn't work), he blamed my firewall, he blamed everything but his own program and refused to acknowledge that anyone else had raised this issue. I've uninstalled 2.2, gone back to 2.0 and it (more or less) works correctly. For the time being, I've given up because I just don't have the time, energy, or inclination. I can buy books with 2.0 and Calibre is much better software, anyway.

[JSWolf]

I've the latest eBook Library installed and I have no trouble with it connecting to the eBook Store. Then again, I do not have Anything Norton installed and I have a router as my firewall.

I suggest disabling Norton and any firewall and see if you can connect.

[HarryT]

I don't think Norton's the culprit. I'm running it (Norton Antivirus 2008) and the Sony eBook Library software works just fine for me.

[Lilly]

I'm running MacAfee and I've never had a problem with the software (I’m on XP). I have it installed on both my home and on my work computer and have no problems connecting to either one.

[Glurch2891]

Its clearly not anything but the update. If 2.0 worked on thousands of different configurations, then when thousands upgraded to 2.2 it no longer worked. A patch is needed, but Sony must first step up and acknowledge its their software not firewalls or antivirus systems that mysteriously allowed 2.0 to communicate efficiently.
In the meantime Ive downloaded Calibre and also found a new (Slightly Cheaper) source for books.
(Sony is out $100+ in sales just from me)

[amandajarrett]

At work I have XP and McAfee. The updated software worked fine on it.
At home I have XP and Norton. I couldn't connect until I ran Fiddler2.

I don't know whether that supports the Norton-is-a-problem argument or whether it is just co-incidence.

BTW ... Fiddler2 solved a myriad of other niggling little problems as well as the connecting to Sony one, so it was well worth downloading and I'm therefore doubly grateful to BOB for the suggestion.

[gmarini]

My problem is that sony library 2.0 does not open at all. I have it in two different laptops, one runs with XP pro and the other runs with Vista Business, and both have the same problem
When I try to uninstall it I get a message to close the program, but If it's opened I cannot see it on the screen.
Can someone help me
Thanks

[JSWolf]

Originally Posted by amandajarrett

At work I have XP and McAfee. The updated software worked fine on it.
At home I have XP and Norton. I couldn't connect until I ran Fiddler2.

I don't know whether that supports the Norton-is-a-problem argument or whether it is just co-incidence.

BTW ... Fiddler2 solved a myriad of other niggling little problems as well as the connecting to Sony one, so it was well worth downloading and I'm therefore doubly grateful to BOB for the suggestion.

What Norton do you have? Some Norton seems to block stuff you want to do/run. Norton Internet Security is known to be a problem. Not worth the hassle.

[MSWallack]

I run the same version of Norton at home and at the office; one connects, one doesn't. Also, when trying to troubleshoot the problem with 2.2, I attempted to connect with Norton completely disabled (and, just to be thorough, with permissions granted to all of Sony's URLs and IPs). Still no go.

[GBC]

I'm having the same problem. Using fiddler I can get onto the home page but not login. What type of CPU are you running?

[MSWallack]

So Sony has updated the eBookStore. Great. One little problem. The new version of the eBookStore requires that eBookLibrary 2.2 be used (not 2.0). However, a number of people weren't able to connect to the eBookStore with 2.2 and had to revert to 2.0. I've submitted this problem to Sony support (last Friday); so far, I've had no response whatsoever...

[drmathprog]

Im in exactly the same boat as MSWallack.
After I installed fiddler, I can access the store but cannot login.

My situation exactly, also. I use XP SP2 without Norton or McAfee. I must have had a different support person; mine acknowledged that they are "having lots of problems with the WEB site that they didn't understand", but said further that "the new WEB site will fix everything". Alas, he was wrong.