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nathan_mills
nathan_mills, Customer Service
Category: Electronics
Satisfied Customers: 602
Experience:  Efficient Technician with more than 30 years of Experience.
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I have a kobo ereader touch screen which has worked well

Customer Question

I have a kobo ereader touch screen which has worked well for the last couple of years...however I am now experiencing the following problems.
1. When I turn it on it will not obey my touch commands and takes me to a book I have already finished
2. Having bought some new 'books' recently it will only download them to as far as 'pending' and no further.
3. When I instruct a book to be removed it stays put !
4. When I eventually manage to 'open' a book it takes me to whatever page it feels like.
Help please....I have tried holding down the on button for a minute or so and then turning it back on but this does not help.
Submitted: 8 months ago.
Category: Electronics
Expert:  nathan_mills replied 8 months ago.

Hi Yvonne. Welcome to justanswer.

Do you see a small hole on the back of the reader?

Expert:  nathan_mills replied 8 months ago.

Please reply so that I can assist you better.

Customer: replied 8 months ago.
Sorry Nathan , there was a glitch my end with the web site.
The back of the kobo has a padded synthetic back not removeable...however there is a small hole (the size of a pin head) at the bottom end.
Expert:  nathan_mills replied 8 months ago.

Take a paper clip. Slide the end of the straightened paper clip into the hole. Press gently until you feel a click. This will reset your reader. Check now if the issue is still there.

Expert:  nathan_mills replied 8 months ago.

Done with the reset?

Customer: replied 8 months ago.
incredibly slow has moved to chosen book but is now stuck on the cover !!
Expert:  nathan_mills replied 8 months ago.

Have you checked the occupied memory and available storage?

Customer: replied 8 months ago.
No
Expert:  nathan_mills replied 8 months ago.

How many books approx. do you have in your reader.

Customer: replied 8 months ago.
Approx 56 pages..........as I mentioned previously I have tried to delete some but it will not 'obey'
Expert:  nathan_mills replied 8 months ago.

Factory reset it and then restore the books again.

Customer: replied 8 months ago.
how do I do that?
Expert:  nathan_mills replied 8 months ago.

Doing a factory reset will delete all the data from your e reader and it will become as brand new. I am providing you the steps, just follow them

Customer: replied 8 months ago.
OK
Expert:  nathan_mills replied 8 months ago.

Go to Home screen. Press Menu.

Expert:  nathan_mills replied 8 months ago.

Do you see Settings ?

Customer: replied 8 months ago.
Expert:  nathan_mills replied 8 months ago.

Tap Settings, then Device Information

Customer: replied 8 months ago.
done
Expert:  nathan_mills replied 8 months ago.

Under Advanced, you will see Factory Reset

Expert:  nathan_mills replied 8 months ago.

Tap it and then tap Reset now

Expert:  nathan_mills replied 8 months ago.

This will take time depending upon the amount of data stored on your e-reader. Let the process finish.

Customer: replied 8 months ago.
It now wishes to be connected to the comp?
Expert:  nathan_mills replied 8 months ago.

Connect it to the computer. Log into your kobo account

Expert:  nathan_mills replied 8 months ago.

Is your device still slow?

Customer: replied 8 months ago.
have connected with comp. now being asked if I want computer or wireless set up...
Expert:  nathan_mills replied 8 months ago.

You can set it up through wireless.You will need to enter the wifi details of your network

Customer: replied 8 months ago.
have jumped through all the hoops but now failing at the final hurdle.....the keyboard wont appear to enable me to fill in my password ***** email address
Expert:  nathan_mills replied 8 months ago.

Try the first basic reset that I told you using the paper clip.

Customer: replied 8 months ago.
sorry for delay had to go right back to the start...its now down loading 250 books........do you wish to wait or contact me later?
Expert:  nathan_mills replied 8 months ago.

When you will be done with loading the books, then reply here. I will be notified.

Customer: replied 8 months ago.
ok....bye for now
Expert:  nathan_mills replied 8 months ago.

Bye

Customer: replied 8 months ago.
Oops lost internet connection now Kobo reads ' your Kobo is empty' ! previously it informed me it was on page 2 of the download.
Expert:  nathan_mills replied 8 months ago.

Try to sync less number of books, if you get the option

Customer: replied 8 months ago.
now back to square one........its wanting my network password ***** will see what happens
Expert:  nathan_mills replied 8 months ago.

Try using the computer this time

Customer: replied 8 months ago.
no....changed its mind.....now back to a black screen with pics. of reader and comp. and says connected and charging
Expert:  nathan_mills replied 8 months ago.

Do you have Kobo desktop application on your computer

Customer: replied 8 months ago.
no
Expert:  nathan_mills replied 8 months ago.

Can you start the remote desktop assistance?

Expert:  nathan_mills replied 8 months ago.

Tell me if you choose for it then I will do the set up of the tab myself by your computer. This is taking a lot of time

Expert:  nathan_mills replied 8 months ago.

Install the Kobo Desktop App on your computer

Expert:  nathan_mills replied 8 months ago.

Yvonne are you there?

Expert:  nathan_mills replied 8 months ago.

Hi Yvonne, when should we start

Expert:  nathan_mills replied 8 months ago.

Reply when you are free so that your issue can be resolved.

Expert:  nathan_mills replied 8 months ago.

Hi Yvonne. How did things turn out?

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