24 Replies Latest reply on Sep 5, 2012 2:09 PM by CrystalV

    Library won't sync to new NST w/glowlight

      I just purchased a Nook Simple Touch with Glowlight and cannot get my B&N library to sync.  I've tried deregistering and reregistering, didn't help.  Tried turning it off and on, didn't help.  It seems to be connected to the internet just fine because I can browse the shop without issue.  I have other Nook devices on my account (1st gen 3g, color, nst) so maybe I have too many devices registered?  I have a large amount of unread, unarchived books - is that a potential issue?  I refuse to sideload anything because it shouldn't have to be like that.

        • Re: Library won't sync to new NST w/glowlight
          bklvr896

          FelisAtrox wrote:

          I just purchased a Nook Simple Touch with Glowlight and cannot get my B&N library to sync.  I've tried deregistering and reregistering, didn't help.  Tried turning it off and on, didn't help.  It seems to be connected to the internet just fine because I can browse the shop without issue.  I have other Nook devices on my account (1st gen 3g, color, nst) so maybe I have too many devices registered?  I have a large amount of unread, unarchived books - is that a potential issue?  I refuse to sideload anything because it shouldn't have to be like that.


          Have you gone into My Nook, Manage my Nooks to see if the new NST is listed in your library?  I would take that as the first step.

          • Re: Library won't sync to new NST w/glowlight
            kamas716

            FelisAtrox wrote:

            I just purchased a Nook Simple Touch with Glowlight and cannot get my B&N library to sync.  I've tried deregistering and reregistering, didn't help.  Tried turning it off and on, didn't help.  It seems to be connected to the internet just fine because I can browse the shop without issue.  I have other Nook devices on my account (1st gen 3g, color, nst) so maybe I have too many devices registered?  I have a large amount of unread, unarchived books - is that a potential issue?  I refuse to sideload anything because it shouldn't have to be like that.


            In reading your post, I have a question for you.  Do you mean your library won't download to your NSTG (I have a large amount of unread, unarchived books...)?  Or, do you mean that your NSTG won't sync the book you are reading with your other devices (I have other devices on my account...)? 

             

            If it's your library won't download, it may take awhile with wifi on and uninterupted for it to move the book information, and then you'll likely have to manually tap each cover to get it download onto your device.  If it still won't get the book information from the server for your account, I'd call customer service.

             

            If it's just that the book you're reading won't sync across devices, this is a fairly common issue with no resolution in sight.  Some accounts will, some accounts won't.  It seems rather random.  I don't think the number of devices should be an issue.

            • Re: Library won't sync to new NST w/glowlight

              I have the same problem, which started on Thursday August 16th. I went to my local Barnes and Noble store on Friday to get it checked out - the Nook expert had to call for support and ended up talking to someone at corporate, who said it would take about 48 hours to fix. I've been trying to sync my library periodically since Saturday, and just today during my lunch break, my NST finally synced a couple of my nook books. It's not my whole library, but at least some of it's syncing now. Hopefully, the rest of my library will be available to me again by the time I get off of work.

              • Re: Library won't sync to new NST w/glowlight

                Thought I'd check in to see if anyone else is getting their partial library. I still don't have my whole library - only 11 of my active nookbooks (out of 300+) and 20 of my archived nookbooks - so it's definitely not fixed yet. Anyone called Nook support lately? It's already been about 96 hours since I last called them, and they said it would be fixed in 48 hours:smileysad:

                • Re: Library won't sync to new NST w/glowlight

                  This sort of thing happens to me a lot when I buy electronics..I should have warned everyone that I was buying a NST w/glow  for my wife for her birthday so you'd be prepared for the server outage.  :smileyvery-happy:

                   

                  I spent about 2 hours with support between online chat and the phone and they finally escalated it and told me that this is a known issue that should be resolved with the next few DAYS!.  I'm not sure what ticks me off more - that the first person I spoke with didn't know there was a problem and made me deregister and erase  3 times, log on to BN.com with my computer to delete and re-enter my credit card info, and power the unit off and on several times,  OR that its going to take DAYS to fix it.  GRRRR

                   

                  Oh well,  I am actually happy to find out that other people are having the same problem and its not just me.   My wife will just have to keep using her non-glow for now. 

                   

                  By the way - in case anyone is keeping track of the timing of this outage - I was told about the problem about 15 minutes ago.

                   

                  • Re: Library won't sync to new NST w/glowlight
                    a_silent_song

                    Just got off the phone with tech support after following the steps online to try to get my library to update. REALLY wishing I'd found this thread first, because when I de-registered and re-registered my NST, it erased my entire library and I couldn't get it sync. I was on hold with tech support when I found this thread, and when he came back and told me 24-48 hours until it's fixed, I pointed out that they've been saying 24-48 hours for nearly a week now and that I'm now in possession of a $100 paperweight. He suggested reading on my iPad, but I had to lay it out for him: I'm legally blind and the ONLY device that doesn't strain what eyesight I have left is the Nooks with eInk screens. Basically, because I followed their own tech support steps and de-registered my device, I have NO books to read for the next however long it takes for them to get their act together and fix the problem. I asked for some form of compensation since I paid for books I'm not able to read and for a device that's effectively a paperweight, and he spoke with a supervisor and said they're not offering anybody any sort of compensation (not even a gift card) for the inconvenience of not being able to access products we've paid for. So don't bother trying that route either.

                     

                    Let's hope it comes up soon, because right now, my only entertainment for the time being is the internet, which gets really boring really fast. :smileysad: (I was RIGHT AT a great part in a freakin' book too, and now I'm dying to know what happens next and am apparently having to wait two more days -- likely more -- before I find out what happens next.) If it weren't for their own tech support folks, I'd actually at least have the books already on my device to read, but nope. Really wish tech support at B&N would get their act together. This is what I get for singing B&N's praises online three days ago.

                      • Re: Library won't sync to new NST w/glowlight

                        I just got my third nook yesterday: a Nook Simple Touch to keep in my purse since it is so much lighter than my nook color and 1st gen nook.  I was thrilled to get it going until I realized that I could not access my library.  It did allow me to purchase, and that content purchased on th NST showed up fine on all three nooks.  I called customer service and was told to wait 24 hours and de-register then reregister.  I did this and it still would not work.  Called cust service again and they told me that it would be fixed by the end of the day.  Just for kicks, I deregistered and reregistered to my daughters BN account...guess what?!  her library synced fine.  I thought the problem was fixed and deregistered and reregistered to my account....again no library!!!

                         

                        Another call to customer service!  This time the rep did not even pretend to know how do her job, so I asked to speak to a manager.  After a 40 min hold a manager finally came on.  I explained what happened with my nook and that my daughters library synced fine.  He put me on hold for another 10 min to confer with tech support who had no idea why this happened and I was just "lucky".  He also said there have been sync problems for a week.  I let him know that previous the previous reps said it would be fixed today.  He informed me that the tech support guys are working around the clock and hope to have it up by TUESDAY!  or maybe WEDNESDAY! at the latest!  I am so disappointed with BN!  I have purchased over 1000 book, mags, and apps and was thrilled to have a more manageable size nook to carry everywhere...now I'm considering switching to Kindle or just going back to paperbacks.  Can't they just reset the system back to when it worked...that works for home computers!  Please Please fix it!!

                         

                      • Re: Library won't sync to new NST w/glowlight
                        CrystalV

                        I have been having the problem for a week for the NST w/glowlight that I purchased in June.  I lost all of my books after a resetting to factory settings.  One recent purchase has reappeared, but the rest have not.  I actually spoke with Level 2 support today, and she said they are no longer having Level 1 do the erase/deregister.  However the Level 1 I talked to tried to do just that.

                         

                        So the wait continues....

                         

                        Guess I'll be sideloading several hundred books for now.

                         

                        :-(

                          • Re: Library won't sync to new NST w/glowlight
                            northlite

                            CrystalV wrote:

                            I have been having the problem for a week for the NST w/glowlight that I purchased in June.  I lost all of my books after a resetting to factory settings.  One recent purchase has reappeared, but the rest have not.  I actually spoke with Level 2 support today, and she said they are no longer having Level 1 do the erase/deregister.  However the Level 1 I talked to tried to do just that.

                             

                            So the wait continues....

                             

                            Guess I'll be sideloading several hundred books for now.

                             

                            :-(


                            Apparently all the level 1's didn't get the memo. One just had me deregister-reset an hour ago. Then he had to go check with a supervisor and comes back with this happy news. Cripes.
                            • Re: Library won't sync to new NST w/glowlight
                              I have same issue, tried sideloading my library only to discover there is only 240 mb available for sideloading, making it impossible to load my entire nook library.
                                • Re: Library won't sync to new NST w/glowlight
                                  keriflur

                                  margelina wrote:
                                  I have same issue, tried sideloading my library only to discover there is only 240 mb available for sideloading, making it impossible to load my entire nook library.

                                  Hopefully you won't need your entire library.  You can fit quite a few books in 240mb of space, and if this is still going on by the time you read all of them, B&N's going to have a lot bigger problems.

                              • Re: Library won't sync to new NST w/glowlight

                                Well,  my 14 day return window is over on Monday the 3rd. I'll be returning my NSTG by Sunday if the problem hasn't been resolved by then.  Patience is one thing but for them to have a problem for 14 days is inexcusable and they're not deserving of my money.  I'll seriously be considering not purchasing any more books from BN.  I've already rooted my 2 nook colors and I'm running full android on them so I can easily use the Kindle app for android.

                                • Re: Library won't sync to new NST w/glowlight

                                  Thanks for stepping in to this with us, Alex.  I've DM'd you my details.  I'm looking forward to a solution to this.  

                                  • Re: Library won't sync to new NST w/glowlight

                                    It now says this is solved and to go to solution. What is that solution? Is this really solved?

                                      • Re: Library won't sync to new NST w/glowlight
                                        DeanGibson

                                        SSKK wrote:

                                        It now says this is solved and to go to solution. What is that solution? Is this really solved?


                                        Someone clicked "solved" when they shouldn't have, which (considering the importance of this thread) was really "unfortunate".

                                         

                                        B&N is still working on a short-term solution.  Many of us are holding our tongues on a long-term solution, hoping that B&N will succeed.

                                         

                                        Does anyone know what is happening in the stores?  Is this affecting every new Nook Touch/Glow owner?  If so, are the stores informing prospective buyers of this issue prior to purchase?

                                         

                                          • Re: Library won't sync to new NST w/glowlight
                                            kamas716

                                            DeanGibson wrote:

                                             

                                            Does anyone know what is happening in the stores?  Is this affecting every new Nook Touch/Glow owner?  If so, are the stores informing prospective buyers of this issue prior to purchase?

                                             


                                             

                                            My mother had a refurbed NST with a bad battery that she exchanged in store last week.  She said her library downloaded on the new one.

                                              • Re: Library won't sync to new NST w/glowlight

                                                I have lurked on this board for quite a long time, so I suppose it says a lot that I'm finally posting due to this issue with NST and not syncing with their libraries.  I'd researched the board regarding a battery issue we were having with our NST and not only hadn't found a solution, but also, unfortunately, hadn't seen this thread.  After a hard reset/deregistering/re-registering at the suggestion of BN CS (isn't that their usual suggestion to trouble-shoot when all else fails?), we also fell victim to a NST that will download a book if it's purchased via the NST, but the NST will not download a book purchased via a computer nor will it download its library.

                                                 

                                                I can understand BN not wanting to advertise negative publicity.  But to sell a product that doesn't do all that it's advertised to do is, IMO, deceitful.  I understand they are working on the issue, but to not discuss it in-house to the point that customers like me and others were affected because Level 1 CS wasn't told NOT to have customers deregister/re-register is bad business.

                                                 

                                                Yes, there are workarounds, but the point is, we shouldn't have to.  I'm patiently waiting for a fix from BN, but to be honest, I'm also re-thinking buying any more e-readers from them because of this issue and the way it's been handled.

                                                  • Re: Library won't sync to new NST w/glowlight
                                                    keriflur

                                                    Just as the best good publicity is word of mouth, the worst is also word of mouth.  Yes, a public statement would be hard for B&N and could hurt them in the short term, but the bad feelings, and bad word of mouth, that they're getting for not saying anything will likely have a long term impact.

                                                      • Re: Library won't sync to new NST w/glowlight
                                                        nlstein

                                                        I doubt the percentage of bad mouth from this small forum (small by comparison to the overall Nook community) or bad feelings here is big enough to effect sales. The bad press BN would get if they actually announced the problem to the world would hurt sales more. Most companies (including some of the biggest in the world) don't announce their problems publicly since it would cause people who don't even have the problem to start complaining and demand a fix.

                                                         

                                                        Yes, BN should tell new buyers about the problem - but that should be done one-on-one.

                                                         

                                                        I believe that when BN has a fix they will push it out and announce it here. I hope it's soon but it will be when it will be.

                                                         

                                                        But hay, that's just my opinion. I'm sure others will disagree.

                                                         

                                                        BTW, I read most of the "Tech" blogs and have seen NOTHING even mentioned about this problem since the time it started.

                                              • Used to sync - isnt anymore
                                                Hypatia1

                                                I hope this is a different issue - but starting last night I have been unable to get my latest purchase from the web to sync on any of my nook devices... It does show as undelivered on the order status page - but the web page for the book says it is available for purchase... Been waiting over an hour to talk to customer support....