Help, Please: Connect Reader is Wonky

Michele · 11-18-2006, 10:33 PM

Something happened to my Reader software on my PC. I'm missing the source view on the left, and there is no visible title field. The Switch View buttons are completely missing. I have columns for Author, Size, Date and lots of blank space to the right. I've tried moving the dividers to the left, but nothing reveals to the left of Author.

Has this happened to anyone else?

I can't add new content or check the content I have.

Michele · 11-18-2006, 10:39 PM

Oh great, I right-clicked on an author and clicked Preview. Now the software on my pc looks like *just* the preview pane and there is no more toolbar (or x) at the top.

edit: I uninstalled and reinstalled the software, did a system restore to this morning, managed to get out of the preview pane, and I'm back to where I was in the first post. I've contacted customer service, and tomorrow's Sunday.

tcv · 11-19-2006, 08:37 PM

When you say you uninstalled and reinstalled, I'm curious what you mean by that?

I would uninstall it, then look for pieces of the application remaining -- in Program Files and off your Documents and Settings\%user% profile. (Lots of hidden folders in that last one that could contain Connect stuff.)

This advice isn't specific to Sony's Connect software. It can be used in a lot of instances.

Also: Out of curiosity, are you running multiple Users in XP and, if so, was the un/reinstall done in the same user account?

Michele · 11-19-2006, 08:49 PM

Same user account. When I uninstalled Connect it advised me to Unregister the PC using the Connect software (which of course I couldn't) before uninstalling. I didn't clean up the little bits, assuming it would install over them. You're probably right on that.

Now I'm kind of afraid of trying it again, or I might lose everything I have in my Library, and since it wouldn't be on the advice of the Cust. Supt. they might not make it right.

NatCh · 11-19-2006, 08:59 PM

If the files are on your Reader, you'll be able to move them back to Connect. Or you can copy them 'out' either by putting them on a memory card or going to the location on disk where they're stored (the names are ugly but they're the same files).

The path should look something like this:
C:\Documents and Settings\[UserName]\Local Settings\Application Data\Sony Corporation\CONNECT Reader\Database\kLibrary

Once you do the de/reinstall, you can put them back. Or you can redownload them from the Connect Store, thought that'd be my last choice, personally.

Michele · 11-19-2006, 09:14 PM

I noticed in the thread about the email that was sent to some users regarding resetting their account, they referred to:

4) Right-click on “C:\Documents and Settings\All Users\Application Data\kinoma” and select “delete”

5) Right-click on “C:\Documents and Settings\All Users\Application Data\Marlin” and select “delete”

I'm guessing it would be okay to delete these too?

Michele · 11-19-2006, 10:44 PM

Success! But I learned something disturbing too.

The kLibrary file doesn't cause books to show up in the Library. I copied it out and back, and even after re-registering, the purchased books didn't show up in the Library (and there goes one of my permitted registrations!).

After I re-downloaded a couple books from the Connect site I decided to clear the Connect books from the kLibrary file and let it rebuild the entries as I re-downloaded. Removing the books from the file didn't make them go away in the Library either. In fact, the number of Connect entries in the kLibrary file is greatly lower than the number of purchased books.

Oh, well. It's a Mystery!

Thanks, guys, for helping me out. I feel like a dummy for not having the guts to mess with the hidden files the first time.

tcv · 11-20-2006, 08:16 AM

I'm glad you have functional software again! I would contact Sony, though, to see what you can do about reimporting your previously purchased books. We could all use the information and I imagine they'll be able to help you.

NatCh · 11-20-2006, 11:46 AM

Quote:

Originally Posted by Michele

The kLibrary file doesn't cause books to show up in the Library. I copied it out and back, and even after re-registering, the purchased books didn't show up in the Library (and there goes one of my permitted registrations!).

I think if you had dragged the files from your HD back into the Library, it would have repopulated them. Sorry, I should have been clearer on that.

On the registration, I don't think you've used up a registration, as you're just re-registering the same device you had registered before. I'm not certain about it, but I'm pretty sure that's the case.

Michele · 11-20-2006, 11:53 AM

Thanks, Natch.

Tcv, I wasn't clear. I did successfully re-download all my purchased books from the Connect site. It's just that they didn't magically appear on their own simply by saving the klibrary file.

tcv · 11-21-2006, 08:08 AM

Oh! Ok! Good!

William Moates · 11-21-2006, 07:16 PM

Glad to hear you got it straightened out. I tried to reproduce the problem on my computer, but I couldn't.

The next time this happens to anyone, try to take a screen shot so you can e-mail it to Sony's tech support. I used to work in tech support at my university, and we'd always try to reproduce the problem if we could, so we could identify a solution and e-mail back instructions on how to fix it. When we got screen shots of error messages, that helped us greatly. Even just a screen shot of the problem is good, because it provides hard evidence, so that even if a solution can't be found immediately, techs can be on the lookout for similar problems, and may be better able to fix the problem next time.

Michele · 11-21-2006, 07:45 PM

Actually I did. I sent two screenshots, each different. Good suggestion.

However, I doubt that my screenshots were even looked at, since my subsequent emails appeared at the top, using their automated format. The tech probably looked at the most recent notice that I got it working, and then moved on to the next problem.

William Moates · 11-21-2006, 11:09 PM

Well, you never know. At my university, problems this complex would be handed off to a second-tier responder. Also, I've been impressed with the quality of tech support at Alienware. I've read about many tech support horror stories on the internet, too, but I feel that people are more willing to complain about bad service than thank people for good service. I try to do what I can to counter this, but it takes an extra effort, and I falter sometimes.

Keep your hopes up.

Michele · 11-21-2006, 11:22 PM

Thanks on all our behalves for your efforts in tech support! I profusely thank the ones who care, but then I worry that I'm getting them into trouble for spending extra time with my call.

However the poor quality of programming on the Connect site and the Connect software doesn't give me a lot of confidence in the tech folks there.

On the other hand, I'm glad to hear about Alienware support, having spent more than double what I have in the past on my recent purchase of an Alienware this last spring.

11-18-2006, 10:33 PM	#1
Michele Addict Posts: 209 Karma: 999496 Join Date: Sep 2006 Location: California Device: Kindle 3	Help, Please: Connect Reader is Wonky Something happened to my Reader software on my PC. I'm missing the source view on the left, and there is no visible title field. The Switch View buttons are completely missing. I have columns for Author, Size, Date and lots of blank space to the right. I've tried moving the dividers to the left, but nothing reveals to the left of Author. Has this happened to anyone else? I can't add new content or check the content I have.

11-18-2006, 10:39 PM	#2
Michele Addict Posts: 209 Karma: 999496 Join Date: Sep 2006 Location: California Device: Kindle 3	Oh great, I right-clicked on an author and clicked Preview. Now the software on my pc looks like just the preview pane and there is no more toolbar (or x) at the top. edit: I uninstalled and reinstalled the software, did a system restore to this morning, managed to get out of the preview pane, and I'm back to where I was in the first post. I've contacted customer service, and tomorrow's Sunday. Last edited by Michele; 11-19-2006 at 12:55 AM. Reason: UPDATE

11-20-2006, 11:53 AM	#10
Michele Addict Posts: 209 Karma: 999496 Join Date: Sep 2006 Location: California Device: Kindle 3	Thanks, Natch. Tcv, I wasn't clear. I did successfully re-download all my purchased books from the Connect site. It's just that they didn't magically appear on their own simply by saving the klibrary file. Last edited by Michele; 11-20-2006 at 12:02 PM.

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11-19-2006, 08:37 PM	#3
tcv Addict Posts: 330 Karma: 596 Join Date: Oct 2006	When you say you uninstalled and reinstalled, I'm curious what you mean by that? I would uninstall it, then look for pieces of the application remaining -- in Program Files and off your Documents and Settings\%user% profile. (Lots of hidden folders in that last one that could contain Connect stuff.) This advice isn't specific to Sony's Connect software. It can be used in a lot of instances. Also: Out of curiosity, are you running multiple Users in XP and, if so, was the un/reinstall done in the same user account?

11-19-2006, 08:49 PM	#4
Michele Addict Posts: 209 Karma: 999496 Join Date: Sep 2006 Location: California Device: Kindle 3	Same user account. When I uninstalled Connect it advised me to Unregister the PC using the Connect software (which of course I couldn't) before uninstalling. I didn't clean up the little bits, assuming it would install over them. You're probably right on that. Now I'm kind of afraid of trying it again, or I might lose everything I have in my Library, and since it wouldn't be on the advice of the Cust. Supt. they might not make it right.

11-19-2006, 08:59 PM	#5
NatCh Gizmologist Posts: 11,615 Karma: 929550 Join Date: Jan 2006 Location: Republic of Texas Embassy at Jackson, TN Device: Pocketbook Touch HD3	If the files are on your Reader, you'll be able to move them back to Connect. Or you can copy them 'out' either by putting them on a memory card or going to the location on disk where they're stored (the names are ugly but they're the same files). The path should look something like this: C:\Documents and Settings\[UserName]\Local Settings\Application Data\Sony Corporation\CONNECT Reader\Database\kLibrary Once you do the de/reinstall, you can put them back. Or you can redownload them from the Connect Store, thought that'd be my last choice, personally.

11-19-2006, 09:14 PM	#6
Michele Addict Posts: 209 Karma: 999496 Join Date: Sep 2006 Location: California Device: Kindle 3	I noticed in the thread about the email that was sent to some users regarding resetting their account, they referred to: 4) Right-click on “C:\Documents and Settings\All Users\Application Data\kinoma” and select “delete” 5) Right-click on “C:\Documents and Settings\All Users\Application Data\Marlin” and select “delete” I'm guessing it would be okay to delete these too?

11-19-2006, 10:44 PM	#7
Michele Addict Posts: 209 Karma: 999496 Join Date: Sep 2006 Location: California Device: Kindle 3	Success! But I learned something disturbing too. The kLibrary file doesn't cause books to show up in the Library. I copied it out and back, and even after re-registering, the purchased books didn't show up in the Library (and there goes one of my permitted registrations!). After I re-downloaded a couple books from the Connect site I decided to clear the Connect books from the kLibrary file and let it rebuild the entries as I re-downloaded. Removing the books from the file didn't make them go away in the Library either. In fact, the number of Connect entries in the kLibrary file is greatly lower than the number of purchased books. Oh, well. It's a Mystery! Thanks, guys, for helping me out. I feel like a dummy for not having the guts to mess with the hidden files the first time.

11-20-2006, 08:16 AM	#8
tcv Addict Posts: 330 Karma: 596 Join Date: Oct 2006	I'm glad you have functional software again! I would contact Sony, though, to see what you can do about reimporting your previously purchased books. We could all use the information and I imagine they'll be able to help you.

11-21-2006, 08:08 AM	#11
tcv Addict Posts: 330 Karma: 596 Join Date: Oct 2006	Oh! Ok! Good!

11-21-2006, 07:16 PM	#12
William Moates Zealot Posts: 107 Karma: 35 Join Date: Oct 2006 Location: Greensboro, NC Device: Sony Librie / Sony Clie / Sony Reader	Glad to hear you got it straightened out. I tried to reproduce the problem on my computer, but I couldn't. The next time this happens to anyone, try to take a screen shot so you can e-mail it to Sony's tech support. I used to work in tech support at my university, and we'd always try to reproduce the problem if we could, so we could identify a solution and e-mail back instructions on how to fix it. When we got screen shots of error messages, that helped us greatly. Even just a screen shot of the problem is good, because it provides hard evidence, so that even if a solution can't be found immediately, techs can be on the lookout for similar problems, and may be better able to fix the problem next time.

11-21-2006, 07:45 PM	#13
Michele Addict Posts: 209 Karma: 999496 Join Date: Sep 2006 Location: California Device: Kindle 3	Actually I did. I sent two screenshots, each different. Good suggestion. However, I doubt that my screenshots were even looked at, since my subsequent emails appeared at the top, using their automated format. The tech probably looked at the most recent notice that I got it working, and then moved on to the next problem.

11-21-2006, 11:09 PM	#14
William Moates Zealot Posts: 107 Karma: 35 Join Date: Oct 2006 Location: Greensboro, NC Device: Sony Librie / Sony Clie / Sony Reader	Well, you never know. At my university, problems this complex would be handed off to a second-tier responder. Also, I've been impressed with the quality of tech support at Alienware. I've read about many tech support horror stories on the internet, too, but I feel that people are more willing to complain about bad service than thank people for good service. I try to do what I can to counter this, but it takes an extra effort, and I falter sometimes. Keep your hopes up.

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11-21-2006, 11:22 PM	#15
Michele Addict Posts: 209 Karma: 999496 Join Date: Sep 2006 Location: California Device: Kindle 3	Thanks on all our behalves for your efforts in tech support! I profusely thank the ones who care, but then I worry that I'm getting them into trouble for spending extra time with my call. However the poor quality of programming on the Connect site and the Connect software doesn't give me a lot of confidence in the tech folks there. On the other hand, I'm glad to hear about Alienware support, having spent more than double what I have in the past on my recent purchase of an Alienware this last spring.