Dear eBookwise Customer:
We are no longer selling eBooks through this site. You can continue to access and enjoy the eBooks in your eBookwise library. You can obtain new content for your eBookwise-1150 by purchasing MultiFormat eBooks at Fictionwise.com.
Please see the FAQ for more information.
Thank you!
The eBookwise Team
eBookwise-1150 USB Connection Trouble Shooter
This diagnostic tool will help you resolve the most common problems that
may prevent you from using the USB cord to transfer eBooks to your eBookwise-1150
device.
This includes problems that stop you from accessing your device's "Online
Shelf" as well as registration screens.
To use it, please carefully read each section, and then click on the response
that applies to your situation.
Start the USB Troubleshooter
STEP 1: Check Your USB Installation
Before you can use the USB cord with your eBookwise-1150, you must install
the USB driver on your PC or Mac.
Have you already attempted to install the USB driver?
YES, I have already installed the USB driver.
NO, I have not installed the USB driver yet, or I
tried to install them and had a problem.
STEP 2A: Installing the USB Driver
If you have not installed the USB Driver yet, please follow the instructions
here: USB
Installation Instructions.
When you have completed those instructions, if your device still will not
connect, return to this page and continue the Trouble Shooter.
CONTINUE THE TROUBLE SHOOTER
STEP 2B: Confirming that the USB driver installed correctly
Ok, you have installed the USB driver but you still cannot connect to your
online shelf.
The way the USB connection feature works is that the eBookwise-1150 connects
to your PC over the USB cable, then from there the USB driver you have installed
on your PC uses the Internet to contact the eBookwise servers so that you
may download your eBooks, as shown in the diagram below.
So, the problem can be either in the connection from the eBookwise-1150
to the PC, or it can be from your PC to the Internet.
Let's find out which problem you are having, then we can solve it. Please
follow these instructions:
- Connect your eBookwise-1150 to the USB cord but do not turn it on yet.
- Connect the other end of the USB cord to your PC.
- If you use a dial-in Internet connection on your PC, start up your
connection now. Open a browser and make sure you can hit some page on
the Internet, such as http://www.eBookwise.com. (If you are already reading
these instructions using the Internet, that's proof enough!)
- Look in the "tray" area of your PC screen. This is the lower right
hand corner of your PC screen. You should see a little "radio tower" icon
there. It should look like this:
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(Tower Tray Icon, No "Radio Waves" showing) |
Now, turn on your eBookwise-1150. Within a few seconds, the "radio tower" should
change so little "radio waves" appear around the tower, like this:
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(Tower Tray Icon, With "Radio Waves") |
If you have audio speakers on your PC, you may also hear a tone play when
the eBookwise-1150 connects or disconnects.
Did you see the "radio waves" appear on the radio tower tray icon?
YES, I saw the tower tray icon change and the "radio
waves" appear.
NO, either I did not see the radio tower icon in
my tray at all, or when I turned on my eBookwise-1150 I did not see
the icon change to show the "radio waves".
STEP 3A: No "Radio Waves" Icon: Your USB Driver Installation Failed
Ok, you tried installing the USB driver, but when you connect your device
and turn it on, you do not see the "radio waves" tray icon. If you turn
on your device and you do not see that icon change, that means your USB
driver is not installed properly.
Here are some common possible causes and solutions for this:
- Something running on your PC is stopping the installation from being
successful. One common program that is known to have this problem is
Norton Systemworks. It is necessary to DISABLE Norton Systemworks during
your installation of the USB driver. If you have Norton Systemworks,
please disable it temporarily, then go here and re-install your USB
driver by following these instructions: USB
Installation Instructions.
- Perhaps you did not complete some step during USB installation. One
clue that this may be true is if you see a "New Hardware Found" notice
when you turn on your PC. If you turn on your PC and see that notice,
you must click on that notice and follow the instructions to
complete the installation.
- Sometimes it is necessary to restart your PC before everything will
work properly. Try shutting down your PC and restarting it. Bookmark
this page in your browser before doing that, so you can get back to
these instructions if needed.
Did any of the above suggestions resolve your problem?
YES, I am now able to connect to my Online Shelf
or Registration.
NO, those suggestions did not fix my problem.
STEP 3B: Saw "Radio Waves" Icon Change: Something is Stopping Internet
Connection
Ok, when you turned on your eBookwise-1150, you saw the PC tray icon
change to the "radio waves" form. That's a good sign, it means your eBookwise-1150
is able to connect to your PC using the USB cord, and it means your USB
driver are properly installed. However, you are still having trouble
connecting to your "Online Shelf" or registration page on your eBookwise-1150.
You may be getting a message on your eBookwise-1150 such as "There was
no response from server, trying again may help", or "Unable to contact
server, DNS error" when you try to connect to your Online Shelf or register
your device.
If this is your situation, then the most common cause is that either
a Firewall or Anti-Spyware program running on your PC is preventing your
device from reaching the Internet.
You see, some personal Firewall or Anti-Spyware software applications
are looking for programs that they do not know about trying to connect
to the Internet. That can be a sign that a program is a virus or spyware
program. If this is causing your problem, then either a Firewall or Anti-Spyware
program is erroneously blocking your eBookwise-1150 USB driver from reaching
the Internet.
To test if this is true, try temporarily disabling your Firewall or
Anti-Spyware program. Usually you can disable "Active Protection" features
by clicking on the control panel (sometimes it's a tray icon) that sets
how these programs work on your system.
After disabling the Firewall or Anti-Spyware program, try turning your
eBookwise-1150 off, then back on. You should see the radio tower tray
icon change to the "no radio waves" form when you turn your eBookwise-1150
off, then the "radio waves" form when you turn it back on. Now click
on your "Online Shelf" and see if you can connect.
If you can connect to your "Online Shelf" with Firewall/Anti-Spyware
programs disabled, this proves that the problem is the settings on those
programs. You must add the "eBook Technlogies USB Driver" as an "Exception" in
those programs, so they do not accidentally identify your eBookwise device
as a security threat. Please consult documentation or help screens on
your Firewall/Anti-Spyware program to find out how to do this, it differs.
Look for documentation on how to allow "Exceptions". Sometimes Internet
connections are called "Port 80" in such documentation.
A second, rarer, problem may occur if you use eBookwise Librarian software to transfer personal content. If you are running eBookwise Librarian and for some reason your PC crashes while it is running, it may leave some networking files in a bad state. To clear this error, simply launch eBookwise Librarian, then immediately exit it after it comes up. This will allow eBookwise Librarian to clean up any networking configuration problems.
Did any of the above suggestions resolve your problem?
YES, I am now able to connect to my Online Shelf
or Registration.
NO, those suggestions did not fix my problem.
Problem is Still Not Resolved
This Trouble Shooter has now gone through all the most common problems
that would stop your eBookwise-1150 from connecting using the USB cord,
and you are still having trouble.
At this point, you will need to contact our Customer Support for assistance.
Please open a support ticket by clicking on the link below. Be sure to
mention that you already tried the USB Trouble Shooter instructions,
and be sure to give any information such as specific error messages you
see, and whether you see the "radio waves" icon or not. This will help
them resolve the issue faster. Also, include a telephone number where
you can be reached and some good times to call, and please mention your
timezone so they call at the proper time.
CONTACT
CUSTOMER SUPPORT
Problem Resolved!
Thank you for using the eBookwise-1150 USB Trouble Shooter, and we hope
you enjoy using your reading device!
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