Error Code 3-007: How can Sony shovel garbage like this onto the market?

mwheinz · 09-21-2009, 05:46 PM

I just spent a couple of hours in "live chat" with the ebook store because, you see, I can no longer log into it. Despite having purchased and downloaded 4 books the day I bought my PRS-600, the store no longer recognizes my Mac - and every time I try to log in, it reports that it is trying to authorize my Mac (again) and then it fails with error code 3-007.

Live Chat's answer to all of this was, at first, that I should re-install and reboot several times and then, finally, that I shouldn't use the Mac anymore.

Pathetic.

doreenjoy · 09-21-2009, 05:50 PM

You might get better results if you call.

I had a similar issue on my 505 (it wasn't being authorized). Live chat was useless but recommended I call, and the phone tech straightened it out.

NatCh · 09-21-2009, 05:55 PM

My experience is also that the phone techs are able to actually fix stuff. I think the numbers here are still the good ones.

dhbailey · 09-21-2009, 07:00 PM

My only experience with Sony live-chat proved that a phone call is the better way to go -- I was involved with the Sony live-chat person for quite a lengthy time before he finally admitted that he wasn't from the Reader division and that when that division's live-chat people weren't around, his division did the chat. I was asking questions he had no answer for, which he should have told me right away. I will never use Sony's live-chat again!

mwheinz · 09-21-2009, 07:06 PM

That certainly echos my own experience - I knew I was doomed when the help-desk person suggested I reset my PRS-600 when the problem was strictly between the Mac and their store.

jswinden · 09-21-2009, 07:45 PM

I echo the "live chat is useless" comments. Their phone support isn't that great either. It s very polite, but not very useful. Sony support's pat answer for everything is to uninstall and re-install--even when you just told them you've already done that a few times. Another thing that ticks me off is that I have a very difficult time understanding them and they me. The reason is that Sony USA, as have a lot of other companies, has outsourced their tech support to India. I've got nothing against the people of India, but they should at least find those who can speak fluent, understandable Amer. English. Otherwise, what is the point of talking to them. The other requirement should be that they actually understand the product line. They fail in both cases IMHO!

Andybaby · 09-22-2009, 12:37 AM

Quote:

Originally Posted by jswinden

I echo the "live chat is useless" comments. Their phone support isn't that great either. It s very polite, but not very useful. Sony support's pat answer for everything is to uninstall and re-install--even when you just told them you've already done that a few times. Another thing that ticks me off is that I have a very difficult time understanding them and they me. The reason is that Sony USA, as have a lot of other companies, has outsourced their tech support to India. I've got nothing against the people of India, but they should at least find those who can speak fluent, understandable Amer. English. Otherwise, what is the point of talking to them. The other requirement should be that they actually understand the product line. They fail in both cases IMHO!

Usually if you ask to speak to someone higher up, eventually you will get someone you understand.

I don't make alot of calls, only 1 time I got Indian tech support that I couldn't understand, I think it was a dell, I asked for a manager, and guess what, I got an american.

I have spoken with knowlegable indians with good grammar and spoke perfectly though. 1 time they even spoke more eloquently that I did, if it werent that his name was indian I would have never known

mwheinz · 09-23-2009, 07:58 AM

Okay - I did get a solution from Sony over the phone; eBook Library hides files all over the place on your Mac and you have to get rid of them all to do a clean re-install - which did resolve the problem, finally.

Here's the list:

Delete /Library/eBookLibrary
Delete /Users/(yourname)/Library/Preferences/Sony Corporation
Delete /Users/(yourname)/Library/Preferences/fsk
Delete /Users/(yourname)/Library/Marlin

Reinstall software.

MerLock · 09-23-2009, 09:54 AM

I don't know why Sony makes uninstalling their software so difficult. It should just remove all associated files instead of forcing the user to hunt for hidden files to delete.

It would be difficult for a person to cleanly uninstall Sony's software without help and usually a resintalling of the software is the first thing to try when there is a problem between the Sony and the library. And it happens that it seems like those hidden files are generally the root of the problem since deleting them and then doing an install seems to fix a lot of problems. I think Sony really needs to get it together with their software.

One would think they would make something as simple as uninstalling their software easy.

CarrieEllen · 09-23-2009, 12:22 PM

mwheinz, Merlock: Many programs, I've found in my 1 year of owning a Macbook (and with PCs too, I guess), leave behind preference files, even if you delete the program. There are several pieces of software for Macs that can help combat this. One that I've found is called AppCleaner, which you can get here: http://www.freemacsoft.net/AppCleaner/ When you want to uninstall a program, you just open up AppCleaner, drag and drop your program into the AppCleaner window, then click Delete. The program plus the hidden preference files should end up in your Trash bin. Of course it's always wise to double-check to make sure nothing got left behind, but programs like AppCleaner make it easier.

Of course, if you already know all this and I'm being redundant, feel free to ignore.

mwheinz · 09-23-2009, 12:23 PM

Yup. I had actually used AppZapper, but it only found one of the preference files. On my own digging, I found the files in /Library, but I didn't find the "Marlin" and "fsk" directories until the help desk guy told me about them.

But, overall, I have to say that the lack of a proper uninstallation system in OS X (not just with eBook Library) is a startling lack. I know the installer program leaves behind "receipts" that are supposed to list the files that were installed - but I don't think anything does anything with those receipts.

pilotbob · 09-23-2009, 12:57 PM

Quote:

Originally Posted by mwheinz

But, overall, I have to say that the lack of a proper uninstallation system in OS X (not just with eBook Library) is a startling lack. I know the installer program leaves behind "receipts" that are supposed to list the files that were installed - but I don't think anything does anything with those receipts.

Frankly, that is not the Mac's fault it is the Apps fault.

Most Mac apps don't have an install packager... it just isn't needed. There are also naming conventions and folder guidelines for that Mac wrt where app settings and preferences files are supposed to be installed.

Usually uninstalling an App on a Mac is nothing more than dragging the app file (package really) to the trash. However, that doesn't remove the preference/settings files. (there is a reason for this)

I use the free AppTrap which monitors when you drop a .app into the trash it finds the preference and settings files and offers to delete them for you. Of course, this all assumes that the app is using the correct naming conventions and following the guidelines that Apple publishes for Mac developers.

Those apps that do have a packager usually do so because they need to run a script with Admin privileges to install some type of kernel extension (sort of like a driver) onto the Mac. Any program that has a packager should have an uninstaller with it.

Believe me as a person that has to author windows installers as part of my job... the Mac system is much better than the vitriol that is Windows installer.

BOb

mwheinz · 10-05-2009, 07:34 PM

Bob,

In this case, the eBook library software is installing a kernel extension and a system agent; they are in the standard location for such things, but there's no way at all for a user to uninstall them without additional software.

pilotbob · 10-05-2009, 10:29 PM

Quote:

Originally Posted by mwheinz

Bob,

In this case, the eBook library software is installing a kernel extension and a system agent; they are in the standard location for such things, but there's no way at all for a user to uninstall them without additional software.

I don't know why you say this. Just today I removed the 1Password system agent with nary a problem.

BOb

mwheinz · 10-06-2009, 07:31 AM

Quote:

Originally Posted by pilotbob

I don't know why you say this. Just today I removed the 1Password system agent with nary a problem.

BOb

... Because I write system software for a living?

You can't delete kernel extensions by dragging them to the trash.

Anything that was installed with a .pkg file is guaranteed to have left crap behind in your system's /Library or /System/Library folder.

In any case, 1Password is not a "system agent", it's a normal application - it doesn't get installed into /System/Library/LaunchAgents or LaunchDaemons, and doesn't add a kernel extension. (/System/Library/Extensions)

09-21-2009, 05:46 PM	#1
mwheinz award-winning bozo Posts: 258 Karma: 172703 Join Date: Sep 2009 Location: Philadelphia Device: Kobo Libra 2	Error Code 3-007: How can Sony shovel garbage like this onto the market? I just spent a couple of hours in "live chat" with the ebook store because, you see, I can no longer log into it. Despite having purchased and downloaded 4 books the day I bought my PRS-600, the store no longer recognizes my Mac - and every time I try to log in, it reports that it is trying to authorize my Mac (again) and then it fails with error code 3-007. Live Chat's answer to all of this was, at first, that I should re-install and reboot several times and then, finally, that I shouldn't use the Mac anymore. Pathetic.

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
Fsk error, code = -13	Brian Charles	Sony Reader	4	04-23-2010 04:21 PM
Fsk error code= -43	shrktank	Sony Reader	1	12-24-2009 09:32 AM
Error code number 1	asocias	Calibre	1	12-12-2009 03:24 PM
Please help.....Error code =-5	Leatherpleasures	Sony Reader	6	08-18-2009 01:18 AM
Error-code: 3-007 in connect store	diabloNL	Sony Reader	9	01-18-2007 09:49 AM

09-21-2009, 05:50 PM	#2
doreenjoy 01000100 01001010 Posts: 1,889 Karma: 2400000 Join Date: Mar 2009 Device: Polyamorous	You might get better results if you call. I had a similar issue on my 505 (it wasn't being authorized). Live chat was useless but recommended I call, and the phone tech straightened it out.

09-21-2009, 05:55 PM	#3
NatCh Gizmologist Posts: 11,615 Karma: 929550 Join Date: Jan 2006 Location: Republic of Texas Embassy at Jackson, TN Device: Pocketbook Touch HD3	My experience is also that the phone techs are able to actually fix stuff. I think the numbers here are still the good ones.

09-21-2009, 07:00 PM	#4
dhbailey Guru Posts: 604 Karma: 733 Join Date: Mar 2007 Device: HP iPAQ211 / PRS 500, 700 and 505	My only experience with Sony live-chat proved that a phone call is the better way to go -- I was involved with the Sony live-chat person for quite a lengthy time before he finally admitted that he wasn't from the Reader division and that when that division's live-chat people weren't around, his division did the chat. I was asking questions he had no answer for, which he should have told me right away. I will never use Sony's live-chat again!

09-21-2009, 07:06 PM	#5
mwheinz award-winning bozo Posts: 258 Karma: 172703 Join Date: Sep 2009 Location: Philadelphia Device: Kobo Libra 2	That certainly echos my own experience - I knew I was doomed when the help-desk person suggested I reset my PRS-600 when the problem was strictly between the Mac and their store.

09-21-2009, 07:45 PM	#6
jswinden Nameless Being	I echo the "live chat is useless" comments. Their phone support isn't that great either. It s very polite, but not very useful. Sony support's pat answer for everything is to uninstall and re-install--even when you just told them you've already done that a few times. Another thing that ticks me off is that I have a very difficult time understanding them and they me. The reason is that Sony USA, as have a lot of other companies, has outsourced their tech support to India. I've got nothing against the people of India, but they should at least find those who can speak fluent, understandable Amer. English. Otherwise, what is the point of talking to them. The other requirement should be that they actually understand the product line. They fail in both cases IMHO!

09-23-2009, 07:58 AM	#8
mwheinz award-winning bozo Posts: 258 Karma: 172703 Join Date: Sep 2009 Location: Philadelphia Device: Kobo Libra 2	Okay - I did get a solution from Sony over the phone; eBook Library hides files all over the place on your Mac and you have to get rid of them all to do a clean re-install - which did resolve the problem, finally. Here's the list: Delete /Library/eBookLibrary Delete /Users/(yourname)/Library/Preferences/Sony Corporation Delete /Users/(yourname)/Library/Preferences/fsk Delete /Users/(yourname)/Library/Marlin Reinstall software.

09-23-2009, 09:54 AM	#9
MerLock Evangelist Posts: 411 Karma: 1034889 Join Date: Nov 2007 Device: none	I don't know why Sony makes uninstalling their software so difficult. It should just remove all associated files instead of forcing the user to hunt for hidden files to delete. It would be difficult for a person to cleanly uninstall Sony's software without help and usually a resintalling of the software is the first thing to try when there is a problem between the Sony and the library. And it happens that it seems like those hidden files are generally the root of the problem since deleting them and then doing an install seems to fix a lot of problems. I think Sony really needs to get it together with their software. One would think they would make something as simple as uninstalling their software easy.

09-23-2009, 12:22 PM	#10
CarrieEllen Junior Member Posts: 4 Karma: 10 Join Date: Sep 2009 Device: Sony PRS-300	mwheinz, Merlock: Many programs, I've found in my 1 year of owning a Macbook (and with PCs too, I guess), leave behind preference files, even if you delete the program. There are several pieces of software for Macs that can help combat this. One that I've found is called AppCleaner, which you can get here: http://www.freemacsoft.net/AppCleaner/ When you want to uninstall a program, you just open up AppCleaner, drag and drop your program into the AppCleaner window, then click Delete. The program plus the hidden preference files should end up in your Trash bin. Of course it's always wise to double-check to make sure nothing got left behind, but programs like AppCleaner make it easier. Of course, if you already know all this and I'm being redundant, feel free to ignore.

09-23-2009, 12:23 PM	#11
mwheinz award-winning bozo Posts: 258 Karma: 172703 Join Date: Sep 2009 Location: Philadelphia Device: Kobo Libra 2	Yup. I had actually used AppZapper, but it only found one of the preference files. On my own digging, I found the files in /Library, but I didn't find the "Marlin" and "fsk" directories until the help desk guy told me about them. But, overall, I have to say that the lack of a proper uninstallation system in OS X (not just with eBook Library) is a startling lack. I know the installer program leaves behind "receipts" that are supposed to list the files that were installed - but I don't think anything does anything with those receipts.

10-05-2009, 07:34 PM	#13
mwheinz award-winning bozo Posts: 258 Karma: 172703 Join Date: Sep 2009 Location: Philadelphia Device: Kobo Libra 2	Bob, In this case, the eBook library software is installing a kernel extension and a system agent; they are in the standard location for such things, but there's no way at all for a user to uninstall them without additional software.

Advert

Advert