MobileRead Forums - View Single Post - Touch Kobo Touch Wi-Fi connection issues

Enygma · 09-30-2012, 09:02 PM

The Kobo customer care bunch replied rather quickly to my queries, just under two hours after my last detailed description of the problem

. I'll play with the recommendations below to see if anything improves though their suggestion to buy another router sounds like it is more expensive than the solution might be worth.

============= Begin Kobo Response =================

Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response.

Thank you for allowing us to be of service to you.

Subject
(Kobo Touch) WI FI not working

Discussion Thread
Response Via Email (Matthew W) 09/30/2012 08:17 PM
Hi [personal information removed - moderator],

Thank you for your patience. I am sorry to hear you're having this problem with your wireless connection.

We are having issues with certain routers and specifically N routers outputting 5.8 GHz signals.

I believe your problem may lie in the fact that your router model was one of the earlier wireless N routers that relied on the Draft 802.11 specifications. A newer wireless router would likely resolve the problem.

That said, we want to do as much as we can with your router. I would suggest trying the following troubleshooting steps in this order:

- Set your output to Wireless-G only. And specifically, make sure it is outputting a 2.4 GHz signal. It can be a combined 2.4/5.8 signal, but make sure it is at least outputting a 2.4 GHz signal in the Channels 1-11 band.

- Reset your wireless router's settings to store defaults. The store defaults would likely include an outputted signal in the appropriate band.

*Be sure to start with an open WiFi signal, and see if that works. If it does, try adding layers of security back including encryption one at a time to see which one causes issues if this does cause issues.

Sincerely,
The Kobo Team
Response Via Email (Patricia M) 09/30/2012 07:07 PM
Hi [personal information removed - moderator],

Thank you for your response.

We are transferring your ticket to Devices and Apps as they will be able to answer your questions for you and assist you with your wireless router. If Devices and Apps deem your device needing a return, we will assist you further in that process if necessary.

Sincerely,

Patricia M.
The Kobo Team
Customer By Email ([personal information removed - moderator]) 09/30/2012 06:40 PM
Kobo Customer Care:
I am not sure at this time that exchanging the Kobo Touch will solve the wireless connection problems. In going though several forums on the subject, it appears a lot of customers have exactly the same problems as I do with the Kobo Touch. My wife's Kobo that I had had been able to get to connect connect once is not able to reconnect using known networks so the problem lies elsewhere than in just my Kobo Touch.
I have finally been able to put specific settings in my router (a
D-Link DIR-601 with firmware 1.02na) that allow me to at least make and hold a connection for more than a minute or two. Unfortunately, no information I have run across allows me to reconnect a lost connection. The best that happens is that a connection is established and then immediately dropped with no other warning that a flash of the screen and a return to the Wireless Connection screen (the same as if I had managed to connect except for the flash of the screen). What does work to make a connection is
the following: 1. delete all known networks 2. make a connection by clicking on the network access point I want to connect to 3. manually enter the password If I make a mistake in the password and accidentally try to connect, I then have to go back and delete this new known connection and start over. Successful wireless router settings: Not much really matters except for the following: Wireless security mode: WPA-personal WPA mode: WPA2 only Cipher Type: TKIP Pre-shared Key: any 12 alpha only character key
This group of settings limits protocol to wireless B and G only. Changing the protocol to include AES cipher allows a wireless N connection, but I can only hold it for a couple of minutes. Changing the password to any other length or combination of letters and numbers requires me to enter a hidden password.
No amount of resetting the Kobo or doing a factory reset of the device changes the outcome. If anyone has succeeded in making and holding a connection with any other wireless router settings, please
e-mail a reply. I would also like to know what router settings are required to be able to reconnect automatically or make a connection from the known networks.
[personal information removed - moderator]
Response Via Email (Patricia M) 09/30/2012 02:41 PM
Hi [personal information removed - moderator],

Thank you for the requested information.

Before we can proceed, we will need photos of the front and the back of your device for warranty purposes. Once we have this information we will be able to assist you further with your return.

Sincerely,

The Kobo Team
Customer By Email ([personal information removed - moderator]) 09/29/2012 02:10 PM
Kobo Customer Care:
Information as requested is below:
[personal information removed - moderator]
Response Via Email (Humberto C) 09/29/2012 01:38 PM
Hi [personal information removed - moderator]

Thank you for calling Kobo customer care.

Unfortunately, your Kobo eReader may need to be repaired or exchanged. Please provide the answers to ALL the questions below so we can proceed.

Part 1 - Your Contact Information

Name:
Street Name and #:
Apt/Suite/Unit # (if applicable):
Intercom/Entrance Code (if applicable):
City:
State/Province/Territory:
Country:
Zip/Post Code:

Primary Telephone #:
Secondary Telephone #:
Email address of your Kobo Account:

Part 2 - Your Kobo eReader Information

Model of the Kobo eReader (Kobo Original, Kobo WiFi, Kobo Touch, or Kobo Vox):
Colour (On the Kobo Original, Kobo Wi Fi, and Kobo Touch please look at quilted back. On the Kobo Vox, please look at the sides.):
If the colour your eReader is not in stock, will you accept an alternate colour?
Purchase date of your Kobo eReader:
Purchase location of your Kobo eReader:
Serial Number located on the bottom of the eReader:
Did you also purchase a Bronze/Silver/Gold extended protection plan for this device from Kobo?

Once this information has been reviewed, we’ll contact you with information regarding the next steps.

We apologize for this inconvenience.

Ticket number 120929-000655

Thanks,
The Kobo Team
Customer By Phone (Entered by Humberto C) 09/29/2012 01:38 PM
[personal information removed - moderator] called in today regarding his Kobo touch not been able to connect to any wi fi network. He explained to me he tried every troubleshooting step
including a factory reset.

His wife also has the same Kobo touch and it connects perfectly fine in the same wireless network he tries to connect.

I explained to [personal information removed - moderator] that I would escalate the issue to tier 2 and we would get back to him as soon as possible via e-mail.

Question Reference #120929-000655
Product Level 1: Kobo eReader
Product Level 2: Touch
Category Level 1: Devices
Category Level 2: WiFi - Can't Connect
Date Created: 09/29/2012 01:38 PM
Last Updated: 09/30/2012 08:17 PM

Troubleshooting

[---001:006336:50799---]

09-30-2012, 09:02 PM	#145
Enygma Junior Member Posts: 6 Karma: 10 Join Date: Sep 2012 Device: Kobo Touch	Reply from Kobo The Kobo customer care bunch replied rather quickly to my queries, just under two hours after my last detailed description of the problem . I'll play with the recommendations below to see if anything improves though their suggestion to buy another router sounds like it is more expensive than the solution might be worth. ============= Begin Kobo Response ================= Recently you requested personal assistance from our on-line support center. Below is a summary of your request and our response. Thank you for allowing us to be of service to you. Subject (Kobo Touch) WI FI not working Discussion Thread Response Via Email (Matthew W) 09/30/2012 08:17 PM Hi [personal information removed - moderator], Thank you for your patience. I am sorry to hear you're having this problem with your wireless connection. We are having issues with certain routers and specifically N routers outputting 5.8 GHz signals. I believe your problem may lie in the fact that your router model was one of the earlier wireless N routers that relied on the Draft 802.11 specifications. A newer wireless router would likely resolve the problem. That said, we want to do as much as we can with your router. I would suggest trying the following troubleshooting steps in this order: - Set your output to Wireless-G only. And specifically, make sure it is outputting a 2.4 GHz signal. It can be a combined 2.4/5.8 signal, but make sure it is at least outputting a 2.4 GHz signal in the Channels 1-11 band. - Reset your wireless router's settings to store defaults. The store defaults would likely include an outputted signal in the appropriate band. Be sure to start with an open WiFi signal, and see if that works. If it does, try adding layers of security back including encryption one at a time to see which one causes issues if this does cause issues. Sincerely, The Kobo Team Response Via Email (Patricia M) 09/30/2012 07:07 PM Hi [personal information removed - moderator], Thank you for your response. We are transferring your ticket to Devices and Apps as they will be able to answer your questions for you and assist you with your wireless router. If Devices and Apps deem your device needing a return, we will assist you further in that process if necessary. Sincerely, Patricia M. The Kobo Team Customer By Email ([personal information removed - moderator]) 09/30/2012 06:40 PM Kobo Customer Care: I am not sure at this time that exchanging the Kobo Touch will solve the wireless connection problems. In going though several forums on the subject, it appears a lot of customers have exactly the same problems as I do with the Kobo Touch. My wife's Kobo that I had had been able to get to connect connect once is not able to reconnect using known networks so the problem lies elsewhere than in just my Kobo Touch. I have finally been able to put specific settings in my router (a D-Link DIR-601 with firmware 1.02na) that allow me to at least make and hold a connection for more than a minute or two. Unfortunately, no information I have run across allows me to reconnect a lost connection. The best that happens is that a connection is established and then immediately dropped with no other warning that a flash of the screen and a return to the Wireless Connection screen (the same as if I had managed to connect except for the flash of the screen). What does work to make a connection is the following: 1. delete all known networks 2. make a connection by clicking on the network access point I want to connect to 3. manually enter the password If I make a mistake in the password and accidentally try to connect, I then have to go back and delete this new known connection and start over. Successful wireless router settings: Not much really matters except for the following: Wireless security mode: WPA-personal WPA mode: WPA2 only Cipher Type: TKIP Pre-shared Key: any 12 alpha only character key This group of settings limits protocol to wireless B and G only. Changing the protocol to include AES cipher allows a wireless N connection, but I can only hold it for a couple of minutes. Changing the password to any other length or combination of letters and numbers requires me to enter a hidden password. No amount of resetting the Kobo or doing a factory reset of the device changes the outcome. If anyone has succeeded in making and holding a connection with any other wireless router settings, please e-mail a reply. I would also like to know what router settings are required to be able to reconnect automatically or make a connection from the known networks. [personal information removed - moderator] Response Via Email (Patricia M) 09/30/2012 02:41 PM Hi [personal information removed - moderator], Thank you for the requested information. Before we can proceed, we will need photos of the front and the back of your device for warranty purposes. Once we have this information we will be able to assist you further with your return. Sincerely, The Kobo Team Customer By Email ([personal information removed - moderator]) 09/29/2012 02:10 PM Kobo Customer Care: Information as requested is below: [personal information removed - moderator] Response Via Email (Humberto C) 09/29/2012 01:38 PM Hi [personal information removed - moderator] Thank you for calling Kobo customer care. Unfortunately, your Kobo eReader may need to be repaired or exchanged. Please provide the answers to ALL the questions below so we can proceed. Part 1 - Your Contact Information Name: Street Name and #: Apt/Suite/Unit # (if applicable): Intercom/Entrance Code (if applicable): City: State/Province/Territory: Country: Zip/Post Code: Primary Telephone #: Secondary Telephone #: Email address of your Kobo Account: Part 2 - Your Kobo eReader Information Model of the Kobo eReader (Kobo Original, Kobo WiFi, Kobo Touch, or Kobo Vox): Colour (On the Kobo Original, Kobo Wi Fi, and Kobo Touch please look at quilted back. On the Kobo Vox, please look at the sides.): If the colour your eReader is not in stock, will you accept an alternate colour? Purchase date of your Kobo eReader: Purchase location of your Kobo eReader: Serial Number located on the bottom of the eReader: Did you also purchase a Bronze/Silver/Gold extended protection plan for this device from Kobo? Once this information has been reviewed, we’ll contact you with information regarding the next steps. We apologize for this inconvenience. Ticket number 120929-000655 Thanks, The Kobo Team Customer By Phone (Entered by Humberto C) 09/29/2012 01:38 PM [personal information removed - moderator] called in today regarding his Kobo touch not been able to connect to any wi fi network. He explained to me he tried every troubleshooting step including a factory reset. His wife also has the same Kobo touch and it connects perfectly fine in the same wireless network he tries to connect. I explained to [personal information removed - moderator] that I would escalate the issue to tier 2 and we would get back to him as soon as possible via e-mail. Question Reference #120929-000655 Product Level 1: Kobo eReader Product Level 2: Touch Category Level 1: Devices Category Level 2: WiFi - Can't Connect Date Created: 09/29/2012 01:38 PM Last Updated: 09/30/2012 08:17 PM Troubleshooting [---001:006336:50799---] Last edited by dreams; 09-30-2012 at 09:55 PM. Reason: [personal information removed - moderator]*