I assume that it was meant for an eReader?! I bought it from the Kobo website - I didn't realise that there might be different formats?!
I haven't had much luck with calling Kobo. The ladt I spoke to was really lovely but all she did was pretty much what I had already done (taking the book off, putting back on etc) - I have now been asked to reset the eReader... After looking online on the Kobo website, I understand that when I reset it I shoudl see five black boxes come up. When I press the reset button on mine, all it does it turn off and on again. All my books are still on there, I don't have to re-enter the date etc. It's exactly the same. I also have noticed that on my desktop it has registered that I am 63% through a book although on the eReader it says I'm only 1% through!
I think I have a bit of a problem with it!!