Suddenly Reader not recognized

[RSaunders]

With thanks to Steve and Andy at Sony, my reader has returned to operation!

To recap the symptoms, the CONNECT Reader software and PRS500 worked fine separately. When the reader is connected the CONNECT Reader software freezes up. Once the reader is disconnected, both work OK. Alas, that means no new books or files. Arrgh.

The following things were NOT the problem, though worth checking first: the cable, the cradle, the Memory Stick, the drivers, the CONNECT Reader software. It's of note that uninstalling the CONNECT Reader software does not delete the library on disk, as some folks had led me to expect.

The problem is that the USB link was in a "bad state" in the reader. The hardware folks at Sony know that this can happen, that is why the "Don't" symbol appears on the screen. I explained that this was dumb because the cradle requires the cover to be closed on the reader, so you can't see the symbol. The hardware guy had not actually used the cradle.

The problem can only by reset by a complete reset. There are two kinds of reset, after you do the Vulcan-pinch you can choose to erase everything and return to factory settings or not. Just rebooting, without the erase, does not clear the problem. After you erase, you only have the four "sample" books on the reader. All the other excerpts are on the installation CD (as somebody else here told me).

However, the good news is that the erase does reset all the USB registers and fix the problem. Prevention requires that you exit the CONNECT Reader software before you disconnect the cable or cradle. This is not in the manual, at least I never saw it, but the hardware guys both said it was mandatory.

I hope this helps the next user.

/Randy

[RSaunders]

Originally Posted by Phebe

Well, a hard reset didn't help the constant crashing of Connect on two computers no matter how many times I reinstalled --- the problem is clearly in the Reader itself.

In my discussions with the Sony hardware folks they said that if a hard reset and erase didn't fix the reader it had probably experienced a chip failure. There have been reports, like Phebe's, and apparently the solution requires a trip back to Sony. Fortunately, I didn't have it this bad.

[NatCh]

Excellent news, RSaunders, glad you got it straightened out.

[Phebe]

RSaunders, same problems as you are having, right.

Leaping Gnome, no, I didn't use a memory stick. As to how long I would leave it connected ---- not too long, several minutes. It was photos (several) that I was trying to download when it went nuts (if I get it back from San Diego, I won't try that again! It can just be a virtual library.) so now I wonder if I had left it all night at some point, would that have helped.

But the photo file sizes weren't bigger than the books and the books downloaded quickly, so I don't know.

Anyway, it's supposed to be back soon, if the Aussie who told me where to send it is reliable about time estimates.

[Srgtfury]

Originally Posted by RSaunders

With thanks to Steve and Andy at Sony, my reader has returned to operation!

To recap the symptoms, the CONNECT Reader software and PRS500 worked fine separately. When the reader is connected the CONNECT Reader software freezes up. Once the reader is disconnected, both work OK. Alas, that means no new books or files. Arrgh.

The following things were NOT the problem, though worth checking first: the cable, the cradle, the Memory Stick, the drivers, the CONNECT Reader software. It's of note that uninstalling the CONNECT Reader software does not delete the library on disk, as some folks had led me to expect.

The problem is that the USB link was in a "bad state" in the reader. The hardware folks at Sony know that this can happen, that is why the "Don't" symbol appears on the screen. I explained that this was dumb because the cradle requires the cover to be closed on the reader, so you can't see the symbol. The hardware guy had not actually used the cradle.

The problem can only by reset by a complete reset. There are two kinds of reset, after you do the Vulcan-pinch you can choose to erase everything and return to factory settings or not. Just rebooting, without the erase, does not clear the problem. After you erase, you only have the four "sample" books on the reader. All the other excerpts are on the installation CD (as somebody else here told me).

However, the good news is that the erase does reset all the USB registers and fix the problem. Prevention requires that you exit the CONNECT Reader software before you disconnect the cable or cradle. This is not in the manual, at least I never saw it, but the hardware guys both said it was mandatory.

I hope this helps the next user.

/Randy

Hi Randy,

I'll try what yousaid, but have a few questions, please.

1st, I have had 2 computers fail to recognize , previously installed and functioning printers (2 printers on each machine), giving an error message "USB device not recognized," when plugged into any USB port on eah of the computers, since this Reader problem occured. I am on XP SP2 oneach machine. How did you remove the software from your PC, plese.

2nd, I don't know how to check for port conflicts. Any advice there much appreciated. Could this be a port conflict/corruption problem primarily?

Thank you very much

Fury

[Mitchll]

Suddenly, after three months, my reader and connect won't talk to each other...the end of a beautiful relationship?
Connect software freezes as soon as I put the usb plug in the reader and ask it to do something (I could make a comparison but it would get me in trouble at home!) I have done a hard reset twice and no change, so I guess I am going to find out how good the extended warranty is that I purchased from Sony.
It seems like a lot of the units are having this problem...is this a product defect or an instructional failure?

[Mitchll]

Just got off the phone with the Sony Extended warranty people. First question they asked was"what kind of laptop is that?" It went downhill from there...they are going to call me back in a couple of days when they sort it out!!!
RIGHT!!!

[Mitchll]

Originally Posted by Mitchll

Just got off the phone with the Sony Extended warranty people. First question they asked was"what kind of laptop is that?" It went downhill from there...they are going to call me back in a couple of days when they sort it out!!!
RIGHT!!!

I called sony support, and after going through three people, I was sent to the Reader Hardware dept who determined that I should ship it to San Diego; week to ten days before I see it again.

[Alexander Turcic]

Originally Posted by Mitchll

I called sony support, and after going through three people, I was sent to the Reader Hardware dept who determined that I should ship it to San Diego; week to ten days before I see it again.

*bummer* I hope you still have a paperbook or two to read for the time being

[Mitchll]

Originally Posted by Alexander Turcic

*bummer* I hope you still have a paperbook or two to read for the time being

Actually, I have a couple of p-books that I bought before the reader that I never got to read because I had the e-reader

[RSaunders]

Originally Posted by Srgtfury

Hi Randy,

I'll try what you said, but have a few questions, please.

1st, I have had 2 computers fail to recognize , previously installed and functioning printers (2 printers on each machine), giving an error message "USB device not recognized," when plugged into any USB port on each of the computers, since this Reader problem occurred. I am on XP SP2 on each machine. How did you remove the software from your PC, please.

2nd, I don't know how to check for port conflicts. Any advice there much appreciated. Could this be a port conflict/corruption problem primarily?

Thank you very much

Fury

I also had multiple computers unhappy. Apparently I should have known to expect this as the problem is in the circuits in the reader.

I use WinXP SP2, and I checked by going to Start > Settings > Control Panel and running System. Then open the Hardware tab and click the button for Device Manager. Then open the little + for Universal Serial Bus controllers and scan down for the reader. You won't have the right driver installed unless you've installed CONNECT Reader on the computer. Until you install the program you get nothing. Good luck.

[Phebe]

I called sony support, and after going through three people, I was sent to the Reader Hardware dept who determined that I should ship it to San Diego; week to ten days before I see it again.

This was my problem, the Connect program would not connect with the device at all, as reported above on page 1 of the thread, and after more like five or six utterly hapless "support" people contacts --- they have multiple ways of saying they don't have a clue now: e-mail, instant chat AND phone --- they said to send it back to Santiago.

Before I wrote the city address on, I checked one more time: it wasn't Santiago, it was San Diego said in an Australian accent.

The Reader came back in ten days fixed with a new motherboard, and a note saying to use the remove device software in Windows. So I do.

I'm not going to try to put on pictures --- that was when it went down. But so far, it's working fine again.

My guess is, needs work on whatever that vulnerability is. But I've got 65 books on it, so I'm okay for now.

I do think they need to deal with the help desk problem. If their people just have no idea, how is that helpful?

[Mitchll]

I received my reader back from Sony repairs today. The problem was evidently also the motherboard, which was replaced. Now it works fine. They didn't mention the windows issue but I will do as they suggested regarding the "remove hardware" program.

Mitchll

[Jautsi]

Hi everyone,
I've read your posts and I am interested because my Sony ereader PRS-350 is suddenly not recognized any more by a computer. I say computer because I have tried in two different Macs, and a laptop running alternatively Ubuntu and Windows 7. When I connect the Reader via uSB, the devise is no longer recognized. Its is very strange, because up to now, I could connect to any of the computers, the device would be recognized inmediately and I could load or delete books without problem. Now, when I connect, the Reader starts charging the battery, but that is all, I cannot get into the devise to load the books.
Does anyone have an idea of why this happens? Any similar experieces? If so, how did you solve the problem?
Thanks a lot