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Inspired Correspondent
Versel
Posts: 60
Registered: ‎01-21-2011
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B&N needs to rethink. . . .

I love my NookColor--best gift I ever got.   HOWEVER. . . .

 

Lesson of the day: Wi-Fi connection (especially after the 1.2 update) is the most complained of problem with the NookColor. To fix the Wi-Fi connection issue, you have to deregister and erase which requires a Wi-Fi connection. The only solution, go to your "local" Barnes & Noble (90 minutes away in my case) to connect through their special connection and get help from their Nook specialist. How special.

 

Of course, it would have helped if I had been told early on that this was my only solution.

 

I think I am already on the "blacklist" at B&N customer service phone bank so, after I go to my local B&N 90 minutes away and talk to the Nook Lady there (she really is great) and get my Wi-Fi fixed by resetting through the deregister process, I am sending an email to B&N explaining how silly this system is and that they should develop a method of re-registering through an update on desktop (much like I downloaded my 1.2).

 

Distinguished Correspondent
TNTLamb
Posts: 291
Registered: ‎03-26-2011
0 Kudos

Re: B&N needs to rethink. . . .

Uh, its there... Settings, device info, then erase and reregister.......
There are 293 ways to make changes for a dollar.... No wonder we see things differently
Inspired Correspondent
Versel
Posts: 60
Registered: ‎01-21-2011
0 Kudos

Re: B&N needs to rethink. . . .

Did you not read my ENTIRE post--you can't do that unless you get on the Wi-Fi.  I can't get on Wi-Fi; therefore, I can not do it (without going to my local B&N store and getting on their special connection).

 

My NC powers down every time I turn on Wi-Fi.  Multiple calls to B&N customer service and the only solution is to erase.  Unfortunately, I can't do it here so going on Friday, a day I had planned on taking off to do other things, to the big city to the brick & mortar store and have the Nook Lady (who is really great--I took her "Intro to NC" class) help me if I can't connect to the wi-fi there.

Inspired Correspondent
furyu
Posts: 157
Registered: ‎07-08-2010
0 Kudos

Re: B&N needs to rethink. . . .

You can do a hard reset but frankly, I don't recommend that.  If you can't connect to the internet prior to the hard reset, you may wind up not being able to connect after the hard reset and wind up, like I did, with a completely erased NC that thereafter cannot be re-registered because it STILL won't connect to the internet.

 

And prior to doing the hard reset, I believe it's advisable to have BN customer service deregister yor device from their end, which I had to do with my original NC after the fact.

 

I have a replacement NC (a refurbished one, not new) that just auto-updated today (drats) and now I'm right back to where I started 2-1/2 weeks ago, with a NC that won't connect to the internet.

 

I live very far away from a BN store -- 5 hours round trip.  So... I'm stuck.   

 

Anyway, your best bet is to go the store, especially since you have someone there who you know and like.  Hopefully, she'll get things up and running for you again.

 

Good luck.

 


Versel wrote:

Did you not read my ENTIRE post--you can't do that unless you get on the Wi-Fi.  I can't get on Wi-Fi; therefore, I can not do it (without going to my local B&N store and getting on their special connection).

 

My NC powers down every time I turn on Wi-Fi.  Multiple calls to B&N customer service and the only solution is to erase.  Unfortunately, I can't do it here so going on Friday, a day I had planned on taking off to do other things, to the big city to the brick & mortar store and have the Nook Lady (who is really great--I took her "Intro to NC" class) help me if I can't connect to the wi-fi there.




Write to be understood, speak to be heard, read to grow...
~L.C.Powell

Inspired Wordsmith
yocalif
Posts: 817
Registered: ‎01-03-2011

Re: B&N needs to rethink. . . .

[ Edited ]

Versel!,  to bad someone gave you bad advice to drive to the B&N Store, if you have a PC or another computer with internet connection, simply go to B&N and login click on "my account", then Account settings, scroll down to digital management, click on "My Nook", there is a link to deregister your device.

 

Also whoever is giving you advice to be afraid of reseting your Nookcolor is giving you more bad information.  Reset or reset to factory if done properly can solve all kinds of problems.  In fact since you have had some problems, you might even try to do the factory reset just so you know how to do it.  I did this very thing here is the instruction plus a video.

 

If you have more wifi issues search on roustabout or me we have listed a variety of things to try, which have helped different people.

 

Note, you will still have to do a reset on your device to clear the settings.

Inspired Correspondent
Versel
Posts: 60
Registered: ‎01-21-2011
0 Kudos

Re: B&N needs to rethink. . . .

I posted my problem everywhere I could (multiple FB Nook pages and on 2 different boards--this specific post and another explaining my problem).  I have gotten a lot of jerk answers telling me "to go to McDonald's" to get Wi-Fi or to reboot my router.  It was like none of them had read my posts at all and discovered that I had tried stuff and called B&N and this was my last resort.

 

YOURS is the first one that offered me good advice (a couple of nice ones were more along the line of sympathy) about the B&N Account online--that factory reset thing didn't work either.

 

I'm going to try it.  Thank you SO much for actually offering some help and not treating me like an idiot.

 

Inspired Correspondent
Versel
Posts: 60
Registered: ‎01-21-2011
0 Kudos

Re: B&N needs to rethink. . . .

I'm sorry--the Deregister on the B&N account page just gave me the instructions on how to do it, which still requires a Wi-Fi unless there is another link somewhere else, I'm still heading to B&N tomorrow on my day off.

 

thanks for trying

Distinguished Bibliophile
deemure
Posts: 3,933
Registered: ‎12-28-2009

Re: B&N needs to rethink. . . .


Versel wrote:

I posted my problem everywhere I could (multiple FB Nook pages and on 2 different boards--this specific post and another explaining my problem).  I have gotten a lot of jerk answers telling me "to go to McDonald's" to get Wi-Fi or to reboot my router.  It was like none of them had read my posts at all and discovered that I had tried stuff and called B&N and this was my last resort.

 

YOURS is the first one that offered me good advice (a couple of nice ones were more along the line of sympathy) about the B&N Account online--that factory reset thing didn't work either.

 

I'm going to try it.  Thank you SO much for actually offering some help and not treating me like an idiot.

 


You know characterizing people's attempts to help as being jerk answers is not really indicative of a serious desire for help. 

 

You would have done well to search for info on setting up your specific wifi which people have gone through in some detail to try to get people to list their setups.

 

And really people are not here getting paid to help you, they do so out of a serious desire to help.  If they can't, well so be it, but that doesn't mean they are treating you like an idiot.  

 

People suggest going to McDonalds because for many there's no BN store right near by and McDonalds has free wifi. 

 

Your posts come off as extremely hostile, so I guess you'll get help in your own way in your own time, but most people won't want to waste their own time and effort in trying to do so for you.  I'm sorry, but do a search.

"I still believe in spite of everything that people are good at heart." Anne Frank.
Distinguished Correspondent
DeeV
Posts: 140
Registered: ‎04-10-2011
0 Kudos

Re: B&N needs to rethink. . . .

Man! i am sorry you are having a rough time and understand your frustrations but i just don't see where anyone did anything to warrant your response and attitude. I hope you get it worked out but i agree with Deemure the way your going about it is not gonna get you far so just try and take a deep breath and i am sure you will get it worked out.

 

Is it a full moon over this forum lately or something :smileysurprised:!!!! Think i am gonna go read a good book and wait for the bad juju to pass

Distinguished Scribe
schatzieWI
Posts: 648
Registered: ‎01-22-2010
0 Kudos

Re: B&N needs to rethink. . . .

I would like to know what the "special" connection is at a BN store.
Distinguished Bibliophile
deemure
Posts: 3,933
Registered: ‎12-28-2009
0 Kudos

Re: B&N needs to rethink. . . .


schatzieWI wrote:
I would like to know what the "special" connection is at a BN store.

Ha!  I think many people misunderstand that it's a hotspot like any other.  I just guess I've been extremely lucky since my nook and NC will connect to any wifi whether I want it to or not. 

"I still believe in spite of everything that people are good at heart." Anne Frank.
Distinguished Scribe
schatzieWI
Posts: 648
Registered: ‎01-22-2010
0 Kudos

Re: B&N needs to rethink. . . .

Correct! A hotspot like any other. You can go to Starbucks, Mcdonalds, a medical office or just drive around your neighborhood to find an unsecured spot. Even though I have my own secured wifi, three of my neighbors leave theirs open.
Inspired Correspondent
Versel
Posts: 60
Registered: ‎01-21-2011

Re: B&N needs to rethink. . . .

Really?  I did not come off as hostile.  I wrote that I could not access Wi-Fi not that I could not access MY Wi-Fi (on other posts I went into detail that my NC powers down when I attempt to access Wi-Fi).  I put down that I tried B&N customer service.  I also put down that I was told the ONLY thing I could do was go to a B&N store--90 minutes away.  I wanted people to know that there is a significant glitch in B&N when they require Wi-Fi connection to fix your NC when you can't GET Wi-Fi connections.  And this is the reply I get.


What is it with people?  If you can't help then why post at all.  For YOUR information, I spent THREE days doing my own search on this site and did multiple calls to B&N.  I am offended when people, without reading that I can not access Wi-Fi and reading their own spin on it, decide that I am too stupid to have tried something like going to another Wi-Fi. 

 

In short, I am not hostile (or at least I wasn't).  I was trying to help other people who were having this problem.  The nice guy who told me the link on the B&N website was helpful--it didn't work but he (or she) did make a valid suggestion. 

 

In short, if you can't help--then don't post.

Inspired Correspondent
Versel
Posts: 60
Registered: ‎01-21-2011
0 Kudos

Re: B&N needs to rethink. . . .

I really don't understand what B&N's "special Wi-Fi" is at their store either.  I was just quoting what the guy on the phone in customer service told me--that B&N had special connections that would allow me to get on even though the Wi-Fi in my NC powers down every time I try to connect on to any other Wi-Fi.  And, of course, there's a Nook person there who can help me.

 

I don't know that it will work--don't have a clue.  But I do know that, unless someone has a better idea, there's nothing else I can do and B&N customer service told me that the only thing I can do is go to the B&N store to deregister.  If it doesn't work then I guess I'm getting a "new" refurb one.

 

 

Inspired Correspondent
Versel
Posts: 60
Registered: ‎01-21-2011
0 Kudos

Re: B&N needs to rethink. . . .

My NC had no problems connecting to any Wi-Fi either--even when the connection was poor.  Then, Saturday night at 11:30 p.m. it was working but Sunday afternoon at 1:00 p.m. it wasn't.  I had the NC for months and had done the 1.2 update just after it came out--no problems. 

 

The boards all talk about Wi-Fi connection problems but none matched mine--my WiFi MAC address in the settings/device info now shows "UNAVAILABLE".  When I turn on Wi-Fi, it shows "on", shows no network, doesn't do a search (even if you push OTHER NETWORK) and, in less than 30 seconds totally powers down.

 

My first call to Customer Service indicated they wanted me to immediately do an erase but I told them I wanted to try something else first.  So, that's why I spent 3 days on these boards.  I tried to do the home button/power reset (didn't work), tried other Wi-Fi connections (didn't work), tried to rebook my router (didn't work), tried to do the "8 times interrupted boot" (didn't work).  That's when I called B&N again and tried the erase/deregister.  It was only then that I found out that you can NOT do that unless you can get on Wi-Fi.  And, of course, if I could get on Wi-Fi, I wouldn't need to erase/deregister.  It took me asking 3 times (and the nice guy going through his script 3 times) before he admitted that I had no choice but to drive 90 minutes away and hook up to their "special connection" (whatever that is) and deregister there (and have the Nook person in the store help me).

 

I believe that this is a serious flaw in B&N's service.  Sure, a lot of people live in metropolitan areas with brick & mortar stores.  However, there are a lot more people (like the guy who initially answered this post) who live miles away from and B&N.  Living in rural Texas and knowing where the B&N stores are in West Texas, I'm lucky that my "local" is only 90 minutes away--there are a lot of places that would have to drive 200 miles or more to get to a store.

 

Since you can sideload so much (including the update), B&N should have the ability to deregister a NC through a sideload-type app for people who have serious Wi-Fi problems with the NC and don't live near a store.

 

THAT is why I started this entire mess of a thread.  I was not trying to attack, offend, upset, or bother anyone.  I was trying to explain what I believe is a B&N problem hence the thread title "B&N needs to rethink. . . ."

 

That's it.  Period.  Nothing else. 

Distinguished Correspondent
TNTLamb
Posts: 291
Registered: ‎03-26-2011
0 Kudos

Re: B&N needs to rethink. . . .

[ Edited ]

Their "special wifi" is a USB connection with a diagnostic software. Their wifi router is NOT one of the ones listed in the tech posts.

There are 293 ways to make changes for a dollar.... No wonder we see things differently
Inspired Correspondent
Versel
Posts: 60
Registered: ‎01-21-2011
0 Kudos

Re: B&N needs to rethink. . . .

How did you get B&N to do a re-register "from their end"?  The guy at customer service told me it couldn't be done without my NC being able to hook up to Wi-Fi which, of course, started the entire problem.

Inspired Correspondent
Versel
Posts: 60
Registered: ‎01-21-2011
0 Kudos

Re: B&N needs to rethink. . . .

The USB makes a lot more sense--I'm sure the Nook Lady can help me.  Thanks for clearing up the confusion.

Distinguished Bibliophile
roustabout
Posts: 3,630
Registered: ‎03-31-2011

Re: B&N needs to rethink. . . .

[ Edited ]

Hi Versel --

 

Before you drive all the way out to the nook lady, you can try skipping the "out of box experience." 

 

I'm surprised on one from BN tech support suggested you try this.  It lets you use all the tablet functionality and sideloaded content without registering with BN.

 

Meaning, you can try scanning the airspace at home with it to see if you can "hear" your wifi. If, in this mode, your hardware is still shutting down when you try using wifi, you should be able to get a replacement unit. 

 

Here's how to skip OOBE: 

 

http://nookdevs.com/NookColor_Factory_Mode/Skip_Out_of_Box_Experience

 

After you're able to do that, here are my suggestions for trying to eliminate wifi issues, then walking back to more secure settings that work.

 

On the wifi, if what I'm suggesting doesn't work, please tell us the model # and firmware release of your wireless router. 

 

Try making all of these changes together:

 

- tell your router to run in G only or G/N  if you'd immediately kill services you need by disabling N.

 

- Disable MAC filtering

 

- DIsable WEP and WPA

 

- Put speed in "auto" and channel in "auto" rather than manually setting either

 

- Broadcast your SSID 

 

- Try setting your lease time to a very long interval - 1 week if possible



See if your NC can connect with these settings. 

 

if you make those changes and can connect, then you can start walking them back one at at time. 

 

Most folks are ultimately able to hide SSID, use WPA and MAC filtering all without problems. 

 

On the N band stuff, you may not be able to "lock" the router at its highest speed or anything close to it under 1.2.  You may actually not be able to use N band to connect. I have an N router in the house that will only talk to the NC at 4 mbps.  I get the feeling that the NC prefers to negotiate its speed on N band, at least for now.



If that speed negotiation fails the NC probably can't connect, which is why I'm recommending you start with G - I have a very limited sample set of hands-on stuff, but in mine, G is a lot more robust for NCs than N.

 

Some routers will let you set up an N and a G network separately, with different SSIDs.  Some routers need firmware updates to let Nooks talk to them after the update.



I would try this before resetting my NC to 1.1, but obviously if this does not work, that's the next step.  

"no warrants shall issue, but upon probable cause, supported by oath or affirmation, and particularly describing the place to be searched, and the persons or things to be seized." Fourth Amendment to the US Constitution.
Distinguished Wordsmith
PeterDe
Posts: 464
Registered: ‎04-20-2010

Re: B&N needs to rethink. . . .

[ Edited ]

I don't know if you followed this post from here: http://bookclubs.barnesandnoble.com/t5/NOOKcolor-General-Discussion/Power-home-key-not-prompting-res...

I couldn't reboot mine with other methods. This is the only way that worked. I didn't de-register my Nook prior to doing it, and it worked fine. Give both of them a shot. BTW I did not de-register like the instructions said. I myself skipped the OOBE and just continued the process. Instructions are here:

 

 http://www.facebook.com/note.php?note_id=196951536987743


geatdanemomDT wrote:

phoneboy wrote:

Pressing power and the home key does not prompt me to reset my device.

The 1.2 user guide only has instructions for Erase n De register.

Made a feeble attempt to search the boards.

Anyone wanna point me in the right direction?

Thanks

 

**Posted in Tech sup as well**


Not sure if this is what you are looking for, this is what Don posted:

 

---------


Taking the NC back to full factory reset step by step

 

YOU WILL LOSE ALL YOUR CONTENT TEMPORAIRLY!   YOU WILL LOSE ANY SIDELOADED CONTENT THAT IS STORED ON THE NC's INTERNAL MEMORY (but not on your external SD card).  The loss of the B&N content is temporary!   Once you re-register your NC, it wll all be available once again.   Sideloaded content will have to be re-sideloaded.

 

while it is not necessary, it is always a good idea to remove the SD card if you have one installed.  Remove it if you wish AFTER you have your NC totally powered down.

 

 

1. Wake your NC up.    Touch the power key (or home key) and then slide the green arrow to the right.

2. Power off, complete power off your NC.   Hold in the power button until you get the screen dialog asking if you wish to power off your NC.   Answer YES. and WAIT until the NC is full OFF.

 

3.  Hold in the Power button until the screen flashes.   Let the power button go.   Wait for the moto screen (under 1.2 is says "Read Forever" and then HOLD in the power button once again.   

4.  The NC should power off again after 10 seconds or so.    If you get to the white "Nook Color" screen....you have to start all over again.   This is ONE of EIGHT times you must do this.

5. Repeat step 3 and 4 EIGHT times.   Again, if you get to the white "Nook Color" screen, you must start over.

 

6. On the 9th time, you will get a screen telling your that your NC is being updated.   BE PATIENT, let it finish the update and reboot itself.   This will take a few minutes.

7. At this point, your NC is partially wiped back to the OS that was current when your NC was built.   This, in most cases is version 1.0.   However it is NOT full wiped out.  

8. You can skip the video but will have to re-connect to WiFI and re-register your NC.   Don't worry, this won't hurt anything.

9. Go to Settings and ERASE AND DEREGISTER your NC.    Your NC may stil for quite a while as this occurs.    IF it takes more than 2 minutes or so....hold in the POWER key once more and when asked, POWER OFF your NC.

 

10.   Now, with your NC powered off, hold in the HOME key (the "n" key) and then hold in teh power key.    HOLD BOTH until the screen flashes.   KEEP HOLDING the HOME key but let go of the power key.    The NC will jump to an erase to factory reset page where you can now let go of the HOME key.    You will be asked if you wish to reset to factory and you hit the HOME key to answer YES.   You will be once again asked if you wish to reset to factory and once again have to hit the HOME key to say YES.

 

11.  The NC will go through another cycle of erasing data and restoring the ROM image.   It will once again reset and turn itself on.   At this point, you once again have to setup your WiFI and re-register your NC.   

 

12.  Once you re-register your NC, all your books and magazines that you have purchased from B&N should show up, although many of them won't be "installed" on your NC and you'll have to re-download them. 

 

 

DO NOT UPGRADE TO 1.1 AT THIS POINT.   SideLoad (or wait for the WiFi update) and upgrade to 1.2.   

 

you're done.


Some people can't see the forest for the trees!

4 Nook Household, 2 NOOKs, 2 NOOKcolors