13 Replies Latest reply on May 28, 2011 9:35 PM by roustabout

    Wi-Fi Problem issue FYI

    Versel

      Lesson of the day:  Wi-Fi connections (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.

       

      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).

       

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

        • Re: Wi-Fi Problem issue FYI
          furyu

          That solution didn't work for me... the first time around. I'm not on my second NC, it just auto-updated, and I'm right back to where I was with the first one: it will not connect to my router.  

           

          So, I'll go through all the procedures... forgetting the SSID, soft-booting, etc., but I will not do another hard reset on it and wipe it clean because that did not work on my first one and I wound up with a useless device.  

           

          The closest BN to me is 2-1/2 hours away (5 hours round trip).  I may get over there in another month or two or three.  

           

          At this point, given all the trouble I've had with this 'device' onl to be right back to where I started 2-1/2 weeks ago: I don't care.  I'm not wasting any more time calling BN support either.  


          Versel wrote:

          Lesson of the day:  Wi-Fi connections (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.

           

          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).

           

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




            • Re: Wi-Fi Problem issue FYI
              Versel

              I'm in Texas and am lucky that I am 90 minutes away from a B&N.  As I said, I plan to email customer service and discuss how they need to do the erase/de-register as a download that can be synced for just this reason.

               

              Sorry you've been bitten twice.

                • Re: Wi-Fi Problem issue FYI
                  furyu

                  Thanks...

                  Misery loves company.  And I've got plenty of company here.   :smileywink:

                    • Re: Wi-Fi Problem issue FYI
                      yocalif

                      Nook Engineer Posted things to try, which include the factory reset.  If you can't get a connection and refuse to try a factory reset, then you really can't complain that nothing works to solve this problem.

                       

                      If it comes down to the factory reset, you might try the method I have posted, it works, I didn't even have a problem, I just wanted to find out how difficult the factory reset was, it isn't difficult.  This weekend I will try the Nook Engineer method, it sounds easier.

                       

                       

                    • Re: Wi-Fi Problem issue FYI
                      Versel

                      Thanks, everyone, for your suggestions.  Sometimes, well, sometimes bad things happen.  Good news?  B&N may be 90 minutes away but it is in a nice mall (no mall in my small town) and there's a nice Nook Lady there.  With any luck, it will be the only time I have to make the trip.

                       

                      thanks--

                  • Re: Wi-Fi Problem issue FYI

                    NC worked great right out of the box.  No internet issues what so ever.  Shortly after downloading the new 1.2 version - NC no longer connects to my wi fi.  After contacting customer support (no help).  Going in person to BN (35 miles) no help.  Tried the factory reset found here in FAQ it did not work.  Now I have an NC that doesn't do a darn thing,  Purchased at Best Buy in mid January.  Any suggestions on what to do next?

                     

                    Thanks,

                      • Re: Wi-Fi Problem issue FYI

                        1. ) try forgetting/erasing your wireless network on your nook and then reconnecting.  Double check the password you enter.  There should be an option to show the password you are typing.  Triple check that the password is correct.

                         2.) if that does not work, what type of router /access point do you have?  (name and model).

                         

                         

                        • Re: Wi-Fi Problem issue FYI
                          roustabout

                          I would start with troubleshooting focused on the router.  If that fails, you can roll back to 1.1 adn root to prevent OTA updates.  I just posted the rollback instructions, here are the wifi troubleshooting suggestions I've collected.

                           

                          Consensus is that release 1.1 of the BN software is more reliable at connecting to access points than the newest 1.2 release at this point (May 2011.)

                          Let's start with known incompatible or borderline compatible access points for software 1.2.

                          If you have one of these, roll back and root. That is the only fix for least three consumer routers: DLink DL-624, Westell 327W and Belkin F5D8231-4. There is an unreleased fix for the Belkin, no info on the Dlink or Westell.

                          Each of these three worked fine with Nook software release 1.1.

                          If you're still reading, let's try fixing the problem.

                          First, try the obvious: hold the power button on your NC in > 15 seconds. Ignore the "do you want to shut down?" dialog. Your NC will power down. Power back on. This process resets some components, and some folks find it helpful. I include it here, but I realize you probably already tried it. More than once.

                          Another obvious one: are you sure you're entering and sending the wireless password correctly?

                          Test the password by making a new connection to the AP from a computer or other device in the house. Then, forget your connection on the Nook Color and set it up fresh. Untick the "hide my password" button in the password settings, so you can see what you are typing. Check that your Nook Color and your router agree on both the password and encryption setting (WPA, WEP, WPA2, etc.) you are using.

                          Now to some of the less-obvious:

                          1) Take a look in Settings.... Wireless... If your nook color remembers more than 10 wireless networks (these are not just the networks displayed, but those with stored passwords - they are displayed as "remembered") go in and forget a few of the ones you use least often.

                          The nook color can only store 10 networks' login data, or so I have read. So select and forget a few of the ones that say "remembered" but are out of range. Now try connecting to your AP again.

                          No?

                          2) find out what router or access point model you have, and what software it is running. If an update is available from the manufacture, install it and see if your NC can connect after you reboot both devices.

                          No?

                          3) Once your router is up-to-date, try this, making each 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

                          If you make those changes you may well be able to connect. Then you can start walking the changes back one at a time.

                          On the N band setting, you may not be able to "lock" the router at its highest speed or anything close to it under 1.2. You may not be able to use N at all (some Cisco access points in N just don't work with NCs running N, but do work with NCs running G.)

                          Most folks are ultimately able to hide SSID, use WPA-2 and MAC filtering all without problems.

                          There is some very interesting juju happening with WEP. Some WEP connections won't work; if your router only supports WEP, be aware that at one time BN was advising customers that WEP was not supported. To connect to Nook Colors, some WEP-only routers need to be in "open" WEP key mode, some need to be in "shared" WEP key mode, and the Nook Color cannot connect to some.

                          If your router only supports WEP, as a network guy, I would recommend you replace it and get a router with WPA-2.

                          Frankly, you might as well run your router without a password until your replacement arrives. Use a different method to secure it (MAC address filtering, all by itself, is far more effective than WEP, and simply not broadcasting your SSID is probably as effective as WEP.)

                          Some people are able to get connectivity after a full format and reinstall of 1.2 Some are not.

                          If you are unable to connect your 1.2 to your access point after
                          - updating your AP software
                          - doing a clean install of 1.2
                          - turning off the bells and whistles on your router,

                          please let BN know that you followed this guide and could not establish a connection. Please also give them the model # of your router or access point.

                          BN doesn't have a copy of every AP in the universe and right now I think it makes sense to help them identify problem models. APs are commodity hardware. Most run one of a relatively few Linux kernels and a relatively few wireless and ethernet chipsets. The more problem routers BN knows to test, the sooner they'll find a pattern.

                            • Re: Wi-Fi Problem issue FYI

                               

                              "Consensus is that release 1.1 of the BN software is more reliable at connecting to access points than the newest 1.2 release at this point (May 2011.)"

                               

                               

                              Is it possible to roll back to 1.1 if you've purchased a new NC already on 1.2?  Mine IS using 1.1 and autonootered (thanks to your excellent instructions), but my mother just bought a NC 2 days ago, on which I did the manual nooter yesterday.  Not as good, in my opinion.

                            • Re: Wi-Fi Problem issue FYI
                              furyu

                              The same thing happened to me, mjstoff, after downloading the 1.2 update.  Like you, I wound up resetting and wound up with a blank/erased NC that wouldn't connect to the net and allow re-registeration. However, customer service sent me a replacement NC, which also, later, wound up not connecting to my router but at least I didn't reset that one, and now have a fully functioning NC.

                               

                              Why were you not offered a replacement?   I don't  like that B&N did not offer you any solution whatsoever.  Your Nook Color is under the one year warranty.  Furthermore, the update broke it.  That's not your fault.  B&N is obligated under their warranty to make you whole once again, however they choose to do so (fix it --which they apparently can't do-- or replace it with a new or refurbished NC, or give you a full refund).  

                               

                              That said, you can try all the various remedies suggested by the good folk here. Perhaps one of the steps will work for you.  Perhaps not.  You may find, like me, that your router is one of those that will NEVER work with the 1.2 update, or at least not until B&N releases yet another update that supposedly will fix it, date of release unknown.  

                               

                              This situation just keeps continuing, doesn't it?  Have you noticed, too, that the longer this goes on, the less help B&N support/customer service is offering? I was lucky, I suppose, to have had this problem before B&N recognized the scope of it.    

                               

                              And unlike all other support units, when you call in or go online to complain about the problem, B&N's reps never give you a "Ticket Number" for future reference.  This tells me they are deliberately not keeping track of these occurrences.  And why is that?  The answer is obvious, to me at least. 

                               

                              Again, B&N is obligated to honor their warranty.  I wouldn't take no for an answer.  Go back to the store and throw a hissy-fit if necessary.  

                               

                               

                               


                              mjstoff wrote:

                              NC worked great right out of the box.  No internet issues what so ever.  Shortly after downloading the new 1.2 version - NC no longer connects to my wi fi.  After contacting customer support (no help).  Going in person to BN (35 miles) no help.  Tried the factory reset found here in FAQ it did not work.  Now I have an NC that doesn't do a darn thing,  Purchased at Best Buy in mid January.  Any suggestions on what to do next?

                               

                              Thanks,




                                • Re: Wi-Fi Problem issue FYI
                                  roustabout

                                  If mjstoff gets a replacement, it will need to run 1.1 to talk to his network, and I don't know what they're shipping.

                                   

                                  If he's lucky and gets a 1.1 unit, he needs to root it right away to keep it from updating.

                                   

                                  He can also try the walkthrough I posted above for rolling back to 1.1.  They're known to work on the 3g/5g Nooks. 

                                   

                                  I posted today in the ask your CS forum "why isn't there a supported rollback to 1.1?" and gave some more thoughts about ways  to implement it.  If people want to chime in their, that would be a good place.

                                   

                                  What bugs me is that there is a fix, but BN isn't willing to create a way for people to get to it painlessly. Yes, the fix is to roll back a firmware step, but from BN's perspective, isn't that better than telling people to replace hardware? 

                                    • Re: Wi-Fi Problem issue FYI
                                      furyu

                                      Absolutely correct, roustabout.  And hopefully, mjstoff will come back here and get the required information to root it.  My replacement came with 1.0.1 and, as you know, I updated it to 1.1, then it auto-updated to 1.2 because I hadn't rooted it.

                                       

                                      The 1.1 version is very good and frankly, it's all most people who bought the Nook Color need or desire.  Okay, now that I have access to the apps, they're nice & fun (oh, btw: the Epicurious Recipes app is excellent; I bought it based on your recommendation and am glad I did... thanks!) but not necessary to make the Nook Color a great device which I thought it was from the get-go.  I'm back to being very happy with it again, but the past month's experience has left a scar that will forever taint my opinion of Barnes & Noble, and I'm unlikely to ever buy another device of theirs.

                                       

                                      I can't believe that BN is still rolling out the 1.2 update knowing that a certain percentage of their NCs are going to have problems with it.  Why not make an announcement on the website stating that there are certain wi-fi connection problems with the update, and here is a list of known routers that may have problems.  And then let the user decide whether they want to sideload the 1.2 update or wait until there is a fix.  Frankly, that seems like the 'wise' thing to do, on all counts.

                                       

                                      Can BN tell people that they're going to have to replace routers?  See, I think that's their problem.... they don't want to admit that that is the only workaround for some users because of warranty issues.  The fact that the device worked, for the vast majority of people, prior to the update makes BN responsible for the problem and obligated to return the device to full use or refund the customer.  That not only costs big-bucks (given the possible scale of this problem) but it casts a public pall on their premier device.  Like most major corporations, they are thinking about their bottom line rather than their customers.

                                       

                                      But whatever.  I know my opinion doesn't mean much to BN's management.  

                                       

                                      Keep soldiering on, roustabout, and helping people here as you have.  You and the others here who have brainstormed this problem and helped others resolve it for themselves, ought to send BN a bill for services rendered.

                                       

                                       

                                       

                                       


                                      roustabout wrote:

                                      If mjstoff gets a replacement, it will need to run 1.1 to talk to his network, and I don't know what they're shipping.

                                      ...

                                      What bugs me is that there is a fix, but BN isn't willing to create a way for people to get to it painlessly. Yes, the fix is to roll back a firmware step, but from BN's perspective, isn't that better than telling people to replace hardware? 


                                        • Re: Wi-Fi Problem issue FYI
                                          roustabout

                                          I'm glad you're liking Epicurious.  It's pretty nicely done, and not expensive. 

                                           

                                          re:  "I can't believe that BN is still rolling out the 1.2 update knowing that a certain percentage of their NCs are going to have problems with it."

                                           

                                          What's invisible to us is this:  how many folks did it actually help?  We're seeing the folks it hurt, but in the course of assembling the wifi stuff, I wound up reading an insane and baroque set of utterly conflicting reports on WEP and one of the prior OS releases. 

                                           

                                          Some WEP worked.  Some WEP didn't.  Some modes of WEP worked on some routers, some on others (bit length and shared versus open keys.) 

                                           

                                          I don't run WEP;  for my money, MAC address filtering and not broadcasting SSID are going to give you better protection than WEP will.  But there are folks out there with WEP-only access points still, running WEP because it says "wireless protection" right there on the tin. 

                                           

                                          It got so bad that CS was telling some people the device didn't support WEP.  (Is this fubar starting to sound familiar to anyone?)

                                           

                                          So I'm not surprised they're rolling out 1.2.  They promised they would, one of their big sales channels guaranteed it and essentially put a gun to their heads on it (Home Shopping,) and we've seen at least one user for whom it helped resolve wireless problems. Plus, it's making them bank.  App sales are doing really well. 

                                           

                                          I am surprised they have not released a supported rollback, given the issues.

                                           

                                          I would invite anyone having 1.2 woes to post in the "ask your community manager" thread I started and let them know there are real customers, not just uberdorks, who need them to get a 1.1 out there for those who need it.