13 Replies Latest reply on Mar 17, 2010 3:06 PM by sorotokin

    My Computer will not stay authorized!!!

    Monorail007

      I have downloaded the current versions of both Digital Editions and Adobe Reader. But each time I start Digital Editions it asks me to authorize my computer. Now I have too many authorizations and since Adobe is now linked to Sony Readers I can't download to my reader. I have opened a ticket in support but it's been over a week and no one has responded to my problems. I have both Sony and Adobe open tickets and no responses or answers. Any help would be appreciated!!!!

        • 1. Re: My Computer will not stay authorized!!!
          Jim Lester Level 4

          Usually with cases like yours it's something preventing ADE from saving information to the registry:

          1.) A permissions issue

          2.) A registry cleaner

          3.) An AV program preventing access.

           

          Once you get the activation issue solved (what's the case#, btw)  try launching ADE from the desktop shortcut (or go find the executable and double click on it), go through the activation process, quit ADE and relaunch.  This will prevent some problems with the browser launching ADE in low rights mode.

          • 2. Re: My Computer will not stay authorized!!!
            Monorail007 Level 1

            Case #0181368150

             

            And Adobe is moving slower than a snail to correct the problem. Also when trying to download books from Sony I get an Adobe Error (-474).

            • 3. Re: My Computer will not stay authorized!!!
              Jim Lester Level 4

              I just looked up your case and it was marked as fixed on the 17th, but it looks like they forgot to tell you about it.  (I'll complain to support management for you - about the lack of notification as well as seemingly losing your case from the 9th until the 16th, when you very rightfully complained about it taking to long).

               

              The error code you quoted for Sony doesn't look like one of our errors (they all begin with E_ like E_ACT_TOO_MANY_ACTIVATIONS ), and is not one I'm familiar with,  so unfortunately you will need to talk to Sony about that (to get it translated back into one of our errors or to have them fix it).

              • 4. Re: My Computer will not stay authorized!!!
                Monorail007 Level 1

                I am still having the same problem when I launch ADE. Every time it asks me to authorize my computer. I tried doing it and logging out and back in like you suggested, but it keeps happening.

                 

                Virginia

                • 5. Re: My Computer will not stay authorized!!!
                  SonyReaderMaven

                  This is my same problem.

                   

                  Has there been a solution?

                  • 6. Re: My Computer will not stay authorized!!!
                    Monorail007 Level 1

                    MY problem still goes on like an epic novel. MY case is still open and from the replys I keep getting Tech Support doesn't seem to be able to read.

                    • 7. Re: My Computer will not stay authorized!!!
                      p_ivy_in_MI

                      I hate to say the misery loves company, but I am glad to read that I am not the only one with this problem. I have the same problem. Everytime I open the Digital editions, the system makes me "register". After a while, it then locks me out due to "to many activiations". I opened a case and they did reset my account, but since the Setup assistant keeps forcing me to "register", I am once again locked out. On top of that some of the books that I could read a few days ago, are now protected and I cannot read them. When someone finally figures out what is causing the software keep making me register, I would love to know. I am running Mozilla/firefox, not sure if that is good or bad in terms of this problem. I have been waiting for a couple of days for someone from Adobe to reset my account again. Guess I will have to go to the library to get someone to read. Would be nice to talk to a live person, but it appears that there is no phone support for this free software. Is that correct?

                      • 8. Re: My Computer will not stay authorized!!!
                        SonyReaderMaven Level 1

                        p_ivy_in_MI wrote:

                         

                        I hate to say the misery loves company, but I am glad to read that I am not the only one with this problem. I have the same problem. Everytime I open the Digital editions, the system makes me "register". After a while, it then locks me out due to "to many activiations". I opened a case and they did reset my account, but since the Setup assistant keeps forcing me to "register", I am once again locked out. On top of that some of the books that I could read a few days ago, are now protected and I cannot read them. When someone finally figures out what is causing the software keep making me register, I would love to know. I am running Mozilla/firefox, not sure if that is good or bad in terms of this problem. I have been waiting for a couple of days for someone from Adobe to reset my account again. Guess I will have to go to the library to get someone to read. Would be nice to talk to a live person, but it appears that there is no phone support for this free software. Is that correct?

                        No phone support is correct. Also, I don't think Firefox is a problem.

                         

                        The problem is that Adobe has not taken the trouble to recommend any helpful troubleshooting approach, or to call Sony to determine what Adobe Error (-474) might be.

                         

                        You would think that both companies would have a vested interest in making sure this works so we can do what we really want to do which is buy books for the Sony Reader, rather than switch to the Amazon Kindle or the Barnes and Noble Nook.

                        • 9. Re: My Computer will not stay authorized!!!
                          p_ivy_in_MI Level 1

                          When you thought that things could not get worse, they do. I spent 90 minutes on the phone last night with the Sony support team trying to fix a problem with my reader not allowing me to view my downloaded books. After going through 3 levels of tech support, the e-Reader is really screwed up now.

                           

                          The two books that were on my reader that I could read yesterday have now been deleted in an attempt to fix the problem. I am sure that my Adobe account will be locked out due to "too many activations" and in addition to the Adobe error messages, I now have the dreaded Sony Error (-474). The Sony technican copied a bunch of system info and sent it to "the engineer in San Diego" and said they will get back to me. I don't suppose anyone on the forum has had someone actually get back to them? I will give the Sony guys credit, they did spend alot of time trying to fix the problem. But it seems like both systems have problems that compound the issue.

                           

                           

                          I definitely am going to have to get to the library now. We have lots of snow and I am stuck inside.

                          • 10. Re: My Computer will not stay authorized!!!
                            Monorail007 Level 1

                            You have LOTS of company with the "Engineers in San Diego". SO I will give you my tale of woe. It began December 29th when I tried to download a book. I've been a reader customer for 3 years and was always happy. I got the dreaded Adobe Error (-474). Tried using the online support chat. That only succeeded in getting me knocked out of my Sony account for too many activations. I then spent various days with the different levels of Sony support. My case was sent to the Engineers and January 4th. Everytime  I called back I had to "run the gauntlet" of support levels trying to get back to San Diego. I got frustrated and angrier each time because someone would always promise to call me back with an update. This never happened. During my last run first I was told the engineers were on lunch and someone would call me back in an hour. 3 hours later when I received no call and called back I was told the engineers had gone for the day. I was VERY ANGRY. The support guy Nathaniel (I have a whole list of names) told me he'd call me back the next day and when I expressed my disbelief he got a little snippy with me. I asked him if it was necessary to contact Sony headquarters in Japan and he told me that I could "try to if I wanted to". I guess he didn't think I could do it. I contacted Japan that night thru email. The next day I received a call from Jacob at Sony Headquarters on the east coast of America. He had been authorized by Sony Japan to buy back my readers (I have purchased 1 for a friend as a gift) and all the books I've purchased (over 300). Corporate just wants me to be happy. I told him that taking away my reader would not make me happy. The Sony reader is the only one on the market with which you can buy books from other companies like Fictionwise and Books on Board. By the way these sites do have free books available since you're snowed in. You might find something you like. You just download the book to your computer under my documents/digital editions and then open your Sony library and import the book. Make sure you download the right format it is always one of the unsecured formats either adobe epub or bbeb.

                             

                            So like you I am waiting for Sony and Adobe to come up with something. I think the problem lies with anti virus and firewall software. My husband has a test bench computer that has neither and the Adobe and Sony software works fine on it and stays authorized. I have also opened a problem ticket with my anti virus company AVG. In a previous post I gave my email address, please feel free to contact me directly if you have questions about books from the other sites. I've gotten kind of good at this.

                            • 11. Re: My Computer will not stay authorized!!!
                              SonyReaderMaven Level 1

                              Monorail007 wrote:


                              I think the problem lies with anti virus and firewall software.

                               


                              I don't think so.

                               

                              Here is what I have done so far:

                               

                              1.  I have uninstalled my antivirus (AVG), Firewall (ZoneAlarm) and anti-spyware (Spybot S&D).  I also disabled the Windows XP firewall.

                              2.  I uninstalled all registry utilities.

                              3.  I disabled all non-essential services.

                              4.  I "reset the registry and the file permissions" as described in http://support.microsoft.com/kb/949377/

                              5.  I reinstalled Windows XP SP3

                              6.  I "restored the security settings to the default settings" as in http://support.microsoft.com/kb/313222/

                               

                              None of these attempts have allowed Digital Editions to remain authorized from one launch to the next.

                               

                              There are only a few other things I can try before I am out of ideas.

                               

                              Message was edited by: SonyReaderMaven

                               

                              Correction:  I reinstalled the _Service Pack, SP3 for Windows XP Pro:  I did not reinstall Windows XP.

                              • 12. Re: My Computer will not stay authorized!!!
                                Eliabraham

                                Hi All,

                                 

                                I had the dreaded Adobe error (-474) but an hour after going through almost all the forums I know and with no one to help me (not a tech genius). I tried the following:

                                 

                                Unistalled my Adobe digital additions

                                Tried nothing worked,

                                Then decided to deauthorise my current computer

                                Logged into my sony account

                                Dowloaded my books then (lord and behold guess what it worked)

                                 

                                So at the moment I don't have ADE digital additions installed but will isntall it later what matters that I got my books.

                                 

                                Hope this email helps. Just drop me a PM if someone still has the same problem..

                                 

                                Cheers Eli

                                • 13. Re: My Computer will not stay authorized!!!
                                  sorotokin

                                  We have looked into this problem and in all cases that we saw we could trace it to this particular registry key being corrupted:

                                   

                                  "HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders"

                                   

                                  Below is a snapshot of the correct settings for English/US locale (slightly cut-off due to forum limitations):

                                   

                                   

                                  regsnap_sm.jpg

                                  Restoring this key to its default state fixed the problem in all cases that we tried so far.

                                  Below is the procedure that can be used to diagnose and correct this problem on US/English systems. Do not attempt it on other locales. It requires some computer proficiency, changing registry can cause problems if done incorrectly.

                                  1.       Open Notepad, copy and paste content below '====' line (without '====') and save it to a text file regsnap.txt

                                  2.       Press "Start" and select "Run…"

                                  3.       Type regedit in the "Open" prompt and hit Enter

                                  4.       Navigate in the registry hierarchy (left pane) to the key above and select it

                                  5.       See if the right pane has "AppData" setting present; if it is, stop, this guide is not applicable; note that we are looking for "AppData", not "Local AppData" which is different.

                                  6.       Select “File | Export…” and save existing key to some backup file, write down its name

                                  7.       Select “File | Import…” and import regsnap.txt file that you created

                                  8.       Verify that the key state turns into the standard configuration (see picture above), and in particular "AppData" setting appears

                                  =============================

                                  Windows Registry Editor Version 5.00

                                  [HKEY_CURRENT_USER\Software\Microsoft\Windows\CurrentVersion\Explorer\User Shell Folders]
                                  "Desktop"=hex(2):25,00,55,00,53,00,45,00,52,00,50,00,52,00,4f,00,46,00,49,00,\
                                    4c,00,45,00,25,00,5c,00,44,00,65,00,73,00,6b,00,74,00,6f,00,70,00,00,00
                                  "Favorites"=hex(2):25,00,55,00,53,00,45,00,52,00,50,00,52,00,4f,00,46,00,49,00,\
                                    4c,00,45,00,25,00,5c,00,46,00,61,00,76,00,6f,00,72,00,69,00,74,00,65,00,73,\
                                    00,00,00
                                  "NetHood"=hex(2):25,00,55,00,53,00,45,00,52,00,50,00,52,00,4f,00,46,00,49,00,\
                                    4c,00,45,00,25,00,5c,00,4e,00,65,00,74,00,48,00,6f,00,6f,00,64,00,00,00
                                  "Personal"=hex(2):25,00,55,00,53,00,45,00,52,00,50,00,52,00,4f,00,46,00,49,00,\
                                    4c,00,45,00,25,00,5c,00,4d,00,79,00,20,00,44,00,6f,00,63,00,75,00,6d,00,65,\
                                    00,6e,00,74,00,73,00,00,00
                                  "PrintHood"=hex(2):25,00,55,00,53,00,45,00,52,00,50,00,52,00,4f,00,46,00,49,00,\
                                    4c,00,45,00,25,00,5c,00,50,00,72,00,69,00,6e,00,74,00,48,00,6f,00,6f,00,64,\
                                    00,00,00
                                  "Programs"=hex(2):25,00,55,00,53,00,45,00,52,00,50,00,52,00,4f,00,46,00,49,00,\
                                    4c,00,45,00,25,00,5c,00,53,00,74,00,61,00,72,00,74,00,20,00,4d,00,65,00,6e,\
                                    00,75,00,5c,00,50,00,72,00,6f,00,67,00,72,00,61,00,6d,00,73,00,00,00
                                  "Recent"=hex(2):25,00,55,00,53,00,45,00,52,00,50,00,52,00,4f,00,46,00,49,00,4c,\
                                    00,45,00,25,00,5c,00,52,00,65,00,63,00,65,00,6e,00,74,00,00,00
                                  "SendTo"=hex(2):25,00,55,00,53,00,45,00,52,00,50,00,52,00,4f,00,46,00,49,00,4c,\
                                    00,45,00,25,00,5c,00,53,00,65,00,6e,00,64,00,54,00,6f,00,00,00
                                  "Start Menu"=hex(2):25,00,55,00,53,00,45,00,52,00,50,00,52,00,4f,00,46,00,49,\
                                    00,4c,00,45,00,25,00,5c,00,53,00,74,00,61,00,72,00,74,00,20,00,4d,00,65,00,\
                                    6e,00,75,00,00,00
                                  "Startup"=hex(2):25,00,55,00,53,00,45,00,52,00,50,00,52,00,4f,00,46,00,49,00,\
                                    4c,00,45,00,25,00,5c,00,53,00,74,00,61,00,72,00,74,00,20,00,4d,00,65,00,6e,\
                                    00,75,00,5c,00,50,00,72,00,6f,00,67,00,72,00,61,00,6d,00,73,00,5c,00,53,00,\
                                    74,00,61,00,72,00,74,00,75,00,70,00,00,00
                                  "Templates"=hex(2):25,00,55,00,53,00,45,00,52,00,50,00,52,00,4f,00,46,00,49,00,\
                                    4c,00,45,00,25,00,5c,00,54,00,65,00,6d,00,70,00,6c,00,61,00,74,00,65,00,73,\
                                    00,00,00
                                  "My Pictures"=hex(2):25,00,55,00,53,00,45,00,52,00,50,00,52,00,4f,00,46,00,49,\
                                    00,4c,00,45,00,25,00,5c,00,4d,00,79,00,20,00,44,00,6f,00,63,00,75,00,6d,00,\
                                    65,00,6e,00,74,00,73,00,5c,00,4d,00,79,00,20,00,50,00,69,00,63,00,74,00,75,\
                                    00,72,00,65,00,73,00,00,00
                                  "Local Settings"=hex(2):25,00,55,00,53,00,45,00,52,00,50,00,52,00,4f,00,46,00,\
                                    49,00,4c,00,45,00,25,00,5c,00,4c,00,6f,00,63,00,61,00,6c,00,20,00,53,00,65,\
                                    00,74,00,74,00,69,00,6e,00,67,00,73,00,00,00
                                  "Local AppData"=hex(2):25,00,55,00,53,00,45,00,52,00,50,00,52,00,4f,00,46,00,\
                                    49,00,4c,00,45,00,25,00,5c,00,4c,00,6f,00,63,00,61,00,6c,00,20,00,53,00,65,\
                                    00,74,00,74,00,69,00,6e,00,67,00,73,00,5c,00,41,00,70,00,70,00,6c,00,69,00,\
                                    63,00,61,00,74,00,69,00,6f,00,6e,00,20,00,44,00,61,00,74,00,61,00,00,00
                                  "Cache"=hex(2):25,00,55,00,53,00,45,00,52,00,50,00,52,00,4f,00,46,00,49,00,4c,\
                                    00,45,00,25,00,5c,00,4c,00,6f,00,63,00,61,00,6c,00,20,00,53,00,65,00,74,00,\
                                    74,00,69,00,6e,00,67,00,73,00,5c,00,54,00,65,00,6d,00,70,00,6f,00,72,00,61,\
                                    00,72,00,79,00,20,00,49,00,6e,00,74,00,65,00,72,00,6e,00,65,00,74,00,20,00,\
                                    46,00,69,00,6c,00,65,00,73,00,00,00
                                  "Cookies"=hex(2):25,00,55,00,53,00,45,00,52,00,50,00,52,00,4f,00,46,00,49,00,\
                                    4c,00,45,00,25,00,5c,00,43,00,6f,00,6f,00,6b,00,69,00,65,00,73,00,00,00
                                  "History"=hex(2):25,00,55,00,53,00,45,00,52,00,50,00,52,00,4f,00,46,00,49,00,\
                                    4c,00,45,00,25,00,5c,00,4c,00,6f,00,63,00,61,00,6c,00,20,00,53,00,65,00,74,\
                                    00,74,00,69,00,6e,00,67,00,73,00,5c,00,48,00,69,00,73,00,74,00,6f,00,72,00,\
                                    79,00,00,00
                                  "AppData"=hex(2):25,00,55,00,53,00,45,00,52,00,50,00,52,00,4f,00,46,00,49,00,\
                                    4c,00,45,00,25,00,5c,00,41,00,70,00,70,00,6c,00,69,00,63,00,61,00,74,00,69,\
                                    00,6f,00,6e,00,20,00,44,00,61,00,74,00,61,00,00,00