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Richard
Richard, Customer Service
Category: E-Readers
Satisfied Customers: 31154
Experience:  Avid repairer and trouble shooter of E-Readers
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NOOK–cannot open connection to server. Do not know password

Customer Question

NOOK–cannot open connection to server. Do not know password ***** open link to wi-fi settings that is requested to re-connect. Setting that would be best is locked. Is there a way to unlock? Why would I loose the connection in the first place?
Submitted: 1 year ago.
Category: E-Readers
Expert:  Richard replied 1 year ago.

Hi there and welcome

This is your personal password ***** your wifi network. We can get this.

Do you have a windows computer already connected to the wifi network?

Customer: replied 1 year ago.
We have a Mac connected to a Modem.
Expert:  Richard replied 1 year ago.

ok, is it connect to the modem via wireless or via a network cable?

I can see you are a first time user to the site. What we do here is either a question and answer type of conversation or remote support where I would actually connect to the computer and have a look and attempt to fix the problem for you.

Remote support can save a lot of time if you are not comfortable performing the steps yourself. Sometimes even with instructions you can make a mistake and make things worse.

I will send an offer through for remote support and should you accept I will connect and get the password ***** you. Otherwise we can continue to talk like this but I will need to ask a number of other questions and try and walk you through some steps.

Both options are 100% guaranteed by the way. Remote is just quicker and avoids the risk of you making a mistake and doing something wrong.

If you want remote click get extra help. If not simply reply to me.

Thanks,

Richard

Customer: replied 1 year ago.
It worked OK until just a short time ago. I spoke with someone from B&N and they had me connect to an unlocked server. For some reason that connection has again been lost and does not appear in list. It is a wireless connection.
Customer: replied 1 year ago.
to a AT&T modem
Expert:  Richard replied 1 year ago.

yes correct, and we need to get the password, which is why I need to know

Is the mac connected to the modem via wireless or a cable please as we can get the password ***** this.

Customer: replied 1 year ago.
The Mac is connected via a cable
Expert:  Richard replied 1 year ago.

ok, then we need to get it another way

What is the make and model of the modem please? I know its from AT&T but it will have a make and model

Customer: replied 1 year ago.
The Nook was always just powered by a USB cable for power. No other connection to Modem or Mac. The Modem key is(###) ###-####
Customer: replied 1 year ago.
SSID ATT 132 is that what you want?
Expert:  Richard replied 1 year ago.

No, I need the Make and Model of the wifi router please

Expert:  Richard replied 1 year ago.

Look on the actual router and you will see this

Customer: replied 1 year ago.
Pace America Model 411N 411N-031
Expert:  Richard replied 1 year ago.

Thank you

Look on the router for a label and you will see on it Wireless Key

This is your wireless password. Enter this in on the Nook and it should then connect

Let me know the results please

Customer: replied 1 year ago.
Device Access Code 196767.
It says "Possible Wrong Password ***** again. You may have typed the password ***** try again" I have done this many times and it does not accept it.
Customer: replied 1 year ago.
I did not finish the Access code:(###) ###-####
Customer: replied 1 year ago.
The wireless Key is:(###) ###-####
Expert:  Richard replied 1 year ago.

ok, thats the Key (pasword) you enter You have to enter that code

(###) ###-####/p>
Customer: replied 1 year ago.
That is the one I have been entering and it rejects it as I said above.
Expert:  Richard replied 1 year ago.

This is what you said above

Device Access Code 196767. It says "Possible Wrong Password ***** again.

What then did you mean with this?

Customer: replied 1 year ago.
That was the other number on the Modem I thought might be helpful to you. I have not used that number as a password, only(###) ###-####
Expert:  Richard replied 1 year ago.

What is the SSID that is listed on the modem?

Customer: replied 1 year ago.
ATT132
Customer: replied 1 year ago.
That is also indicated as the strongest signal.
Expert:  Richard replied 1 year ago.

ok, and this is the network your selecting on the Nook?

Customer: replied 1 year ago.
Expert:  Richard replied 1 year ago.

ok, on the back of the modem is a reset button.

While it is on and using a paperclip, push the reset button in for 10 seconds then release.

Then on the Nook hold the power button for 60 seconds then release.

Then turn on the Nook, and try to connect to the wireless network

Let me know the results please

Expert:  Richard replied 1 year ago.

how did it go?

Customer: replied 1 year ago.
It did not work and I lost the internet which I finally got back just a few minutes ago. I do not want to continue. Just a waste of time and money.
Expert:  Richard replied 1 year ago.

we just restarted the router... no reason why you would lose internet..

It is likely part of the issue why it would connect

Is it still rejecting the password?