8 Replies Latest reply on Apr 16, 2013 2:19 PM by William_4u

    Unable to download or deregister

      Have spent many hours on the phone with CS and still no resolution-

       

      -My first Nook Color would not download book.  "Internal error: Exception executing the command".  Same whether home or office wifi network.  Spent hours on phone with CS in attempt to fix, unresolved.

      -Finally, refurbished replacement sent.  Same error message, home and office.  Attempts to Deregister via Nook unsuccessful ("Deregisteration (sic) failed (BS00003). Local reset will not be attempted.  If the problem persists contact Customer Support...").  Customer service was receiving same error message when they tried.  "Escalated" problem and somehow they Deregistered.

      -Have gone thru many re-roots of device and re-registration attempts carefully using same account name with no success.

      -Second to last CS suggestion was that as I had added a new default credit card to my account vs. original card Nook was registered under that could be problem.  So un-rooted device, deleted cards, registered device and added card.  Still no downloads.  Have moved books back and forth from archive to library to no avail.

      After many hours on the phone with CS and scouring web am at wits end.  Last CS suggestion is that I take it to store and see if they can fix.  Unbelievable!  Wish I could return it.

      Any help appreciated!

       

        • Re: Unable to download or deregister

          I'm having a similar problem.  All of a sudden my Nook Color won't browse the store, nor will it download books and magazines I've purchased.  It's not a web connection problem because I can browse the internet just fine.  Technical Support hasn't a clue.  I've done all the reset the modem and forget the NC settings to no avail.  I think it's time to sell on eBay and get an iPad.  At least they have great technical support.

          • Re: Unable to download or deregister

            PS- can browse web, access Pandora, etc. from home and office so problem shouldn't be web connection.  WPA/WPA2 PSK on both networks.

            • Re: Unable to download or deregister

              I'm having a similar problem....however I never get an error message.  the screen simply hangs on the "resetting your NOOKcolor, please wait whole we deregister over the network".  I too have tried multiple wifi connections. 

              is there not a reboot option, or is this deregister device the only option?

              • Re: Unable to download or deregister

                I am having a similar problem too!

                 

                Seems like a glitch on the side of B&N??

                • Re: Unable to download or deregister

                  WRS74 wrote:

                  Have spent many hours on the phone with CS and still no resolution-

                   

                  -My first Nook Color would not download book.  "Internal error: Exception executing the command".  Same whether home or office wifi network.  Spent hours on phone with CS in attempt to fix, unresolved.

                  -Finally, refurbished replacement sent.  Same error message, home and office.  Attempts to Deregister via Nook unsuccessful ("Deregisteration (sic) failed (BS00003). Local reset will not be attempted.  If the problem persists contact Customer Support...").  Customer service was receiving same error message when they tried.  "Escalated" problem and somehow they Deregistered.

                  -Have gone thru many re-roots of device and re-registration attempts carefully using same account name with no success.

                  -Second to last CS suggestion was that as I had added a new default credit card to my account vs. original card Nook was registered under that could be problem.  So un-rooted device, deleted cards, registered device and added card.  Still no downloads.  Have moved books back and forth from archive to library to no avail.

                  After many hours on the phone with CS and scouring web am at wits end.  Last CS suggestion is that I take it to store and see if they can fix.  Unbelievable!  Wish I could return it.

                  Any help appreciated!

                   



                  Oh, I know, I'll get jumped on for saying this:

                   

                  "So I un-rooted device..."

                   

                   

                  Humm....put it back to factory defaults.

                   

                  Completely power down NC.

                   

                  Power the NC back on, as soon as the screen flashes, release the power button and then PUSH IT AND HOLD IT down again until the NC shuts off.   Now repeat that, hold the power button until the screen flashes, let power go and push it and hold it down again.

                   

                  Do the above 8 times, the NC will automatically re-load the OS and erase it.

                   

                  Now, re-register it.    The books are registered to your account, but encrypted with your credit card used when you purchased the book.    You *may* be asked for that CC when you try to open a book.   Just enter the OLD credit card number.

                   

                   

                  • Re: Unable to download or deregister

                    Same error message here! Just bought mine yesterday (my birthday). Browsing was ok as well as other features. Then when I tried to download the free book The Hunger Games, the error message came on. Any try to purchase came up with same error message. Customer Service told me that it takes 24 hours for Credit card to be authenticated even if I already had a default credit card at B&N website. So I change to a different credit card. Nothing still. I will go to B&N store to see if they can help or else this gets returned. Hesitant to do a reset as you never know if something might makes things worse. Nook Version is 1.3.

                    • Re: Unable to download or deregister
                      On your NOOK, tap on "Settings" >> "Device Info" >> "Erase and & De-register". It will De-register your NOOK and you can re-register to access all your BN purchases