Unable to download ebooks

by **frithli92** » Tue Apr 03, 2012, 6:21 pm [Post 1]

Your Sony Reader Version: PRS-600
Where are you located? UK
What Library Software are you using: Sony Reader Library

Did you authorize your software and reader? If using ADE you MUST authorize (see Troubleshooting Database for directions)! No
Windows Operating System: Vista
Name OTHER if applicable (i.e. Mac, Linux, etc):

What have you already tried to solve the problem?
Shut down firewall. Tried download from 2 separate stores. Confirmed I am authorised.
Get error message Error -2999 Failed to Download Content.

Description and Message

by **lakegirl** » Tue Apr 03, 2012, 6:34 pm [Post 2]

Thanks, frithli92.

Did you just get this reader or, perhaps more importantly, this computer? What I'm wondering is if you'd been able to successfully download before. I understand why you might think it had something to do with the firewall and that might factor into downloading the software but I don't think it would prevent the e-books from downloading. If it were an issue of authorization, I'm pretty sure the e-books would download successfully, you just wouldn't be able to open the files because of the DRM.

I've done a bit of looking around and I'm unable to find anything at all about that particular error code, unfortunately.

by **frithli92** » Tue Apr 03, 2012, 7:02 pm [Post 3]

Thanks for the quick reply

I've had my computer and my ereader a while now prob 2 years
I;ve dowenloaded up to 100 ebooks before including from both the sites I've tried today.
I even tried downloading an ebook I did previously but same result.
I have downloaded all the URL links successfully, just can't get the content.
I have the site I'm trying to download from open and logged in as well.

Baffled at present?

by **lakegirl** » Tue Apr 03, 2012, 7:09 pm [Post 4]

I did find this on the Help pages from the link on Reader Library.

Question
Why has my eBook download failed?

Answer
If your download has failed this could be caused by background running applications or security settings. To correct this issue please try the following.

Reboot your PC and re-download again from your account (remember once you have purchased an ebook you do not have to purchases it again).

If you are still getting an error, please try the following.

Close all applications running in the background. This includes exiting/disabling items running in the system tray (you can close these by right clicking and selecting exit, disable or close from the menu).
If you are trying to access the internet from a work PC or connection you may not have full access to the internet. Please check with your MIS/IT (Network Administrator) department to verify your access rights.
If you are on a dial up connection please disable any download accelerators before attempting to re-download you eBook.
If you are still experiencing problems downloading from or connecting to the eBook store, please contact us to send us more details.

by **lakegirl** » Wed Apr 04, 2012, 10:08 am [Post 5]

Are you still unable to download?

by **frithli92** » Wed Apr 04, 2012, 10:43 am [Post 6]

Went to bed and then had to shop so havent got round to it yet.
Reboot doesnt help unfortunately...

by **lakegirl** » Wed Apr 04, 2012, 10:53 am [Post 7]

frithli92 wrote:Went to bed and then had to shop so havent got round to it yet.
Reboot doesnt help unfortunately...

Thanks for the update. I'm not a big egghead, as you can probably tell. I just wondered if there was a possibility that something is running in the background that might be related and it doesn't hurt to rule things out. The only other thing I can think of to try is to remove Reader Library completely then reinstall it after temporarily disabling your firewall.

I was under the impression that Reader Support by phone had only been available for US and maybe Canadian callers, but I'm not seeing that on the help site now. Have you contacted them? Even chat might be a good idea.

by **lakegirl** » Wed Apr 04, 2012, 10:59 am [Post 8]

This is just a shot in the dark but I have one more question. Even though the error is telling you the file hasn't been downloaded, have you looked to see if it might be in the Documents folder anyway?

by **frithli92** » Wed Apr 04, 2012, 12:04 pm [Post 9]

Thanks lakegirl for your help, but have sorted it now although I'm not 100% how I did it.
I dropped Norton altogether, rebooted my router but was still getting same error 2999.
I downloaded ADE and got a different error saying that the link was expired.
Re-downloaded the link(s), and hey presto the ebook downloaded to ADE (obviously I had to change its properties to use ADE instead of Sony Reader software).(with Norton back to normal)
Changed the properties and renewed all the URL links (they were several days old) and I now have all the ebooks I bought safely in my Sony Reader library. Phew!

Thanks yet again lakegirl for your support. I really appreciate people like you who run websites like this one..

by **lakegirl** » Wed Apr 04, 2012, 12:11 pm [Post 10]

frithli92 wrote:Thanks lakegirl for your help, but have sorted it now although I'm not 100% how I did it.
I dropped Norton altogether, rebooted my router but was still getting same error 2999.
I downloaded ADE and got a different error saying that the link was expired.
Re-downloaded the link(s), and hey presto the ebook downloaded to ADE (obviously I had to change its properties to use ADE instead of Sony Reader software).(with Norton back to normal)
Changed the properties and renewed all the URL links (they were several days old) and I now have all the ebooks I bought safely in my Sony Reader library. Phew!

Thanks yet again lakegirl for your support. I really appreciate people like you who run websites like this one..

You're very welcome, frithli92. I don't run the web site and I'm sorry I wasn't able to actually help but I'm so glad you're up and running now. I can only imagine what I'd feel like if I couldn't download the items I'd bought.

Happy reading to you!