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Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 37539
Experience:  Over 15 years of consulting to the IT industry
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My kobo pad is locked in download. I have lost all my books

Resolved Question:

My kobo pad is locked in download. I have lost all my books how can I release the menu
and reload the pad? I hit the wrong spot whilst trying to
transfer new books to my e reader and lo and behold everything disappeared and
all I get now when switch the pad on is 'downloading' and I cannot move on.
Submitted: 3 years ago.
Category: Computer
Expert:  Richard replied 3 years ago.
Thank you for your question, my name is XXXXX XXXXX I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

This is usually an issue with the Firmware, so I would first like you to do this please.

Remove the charger from the Kobo and hold the power button to off for 35 seconds.

Release, then connect the charger and try to turn on the Kobo and tell me if it is now functioning correctly.

Let me know the results please

Thank you
Customer: replied 3 years ago.

did as suggested. now charger is connected to computer and ereader.


message says connected and charged.. have opened it and front page


says still 'downloading' what shall I do next?

Expert:  Richard replied 3 years ago.
Do my instructions again please Pearl but do not connect it to the computer.

Just leave it disconnected and tell me if after doing my instructions, it starts normally please.

Customer: replied 3 years ago.

still no joy. have repeated process twice more, even tied typing a message


 


on my pad to my computer library asking for books to be transferred.


Have just checked on my computer , my books are still on the library


but I still cannot access them. pad still seems to be jammed in down-loading phase. thinking of sending pad back, what do you suggest?

Expert:  Richard replied 3 years ago.
Thanks Pearl

You will need to send it back sorry, as it is the internal memory that has faulted. We have now confirmed this.

A corrupted firmware can cause this. But we have ruled this out by trying to hard restart it.

You are going to have to return the Kobo but it will be covered by the warranty, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service, that would be greatly appreciated.

Thank you
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