Why can’t I complete the Kobo Touch firmware upgrade or Desktop upgrade?

[DarrellAtKobo]

Dear Kobo Customers,

Recently we released the latest versions of Kobo Touch Firmware 3.0 and Kobo Desktop 2.0. While the majority of our customers have successfully updated both versions we’ve had some reports that not everyone is up and running yet. To fix the issue, our team has put the new upgrade process on hold, we will reinstate it as soon as possible, when we have solved these issues.

We apologize for any inconvenience this has caused and appreciate your patience and understanding while we resolve this. In the meantime, you can revert to the previous software version with the workarounds below:

Issue 1: After the upgrade process, my Kobo Touch has frozen on the start-up screen (scrolling squares).

Workaround:

A quick note around large libraries: Some customers with very large libraries may experience the start-up screen for a longer period of time as the software updates the eReader database in the background. This process may take up to 15 minutes.

If after this time period, the eReader remains frozen on this screen, please try the following steps in sequence to restore the responsiveness and previous version of your firmware.

1) Power off the device (Push the power switch to the right for at least 30 seconds, then release), if it powers off, turn it back on to restore responsiveness.
2) If it does not power off, try a Basic Reset, otherwise called a PIN reset or paperclip reset

If neither method above restores your eReader, perform a factory reset (only used when the power switch on an eReader is unresponsive) Note; you will need an unfolded paperclip.

3) Press and hold the silver “Home” on the front of the eReader below the screen
4) While holding the “Home” button, Turn it over and locate the small hole on the back.
5) Slide one end of the paperclip into the hole.
6) Press gently until you feel a click.
7) Restart your eReader.
8) Connect your eReader to your computer and Kobo desktop
9) Sync your eReader using Kobo desktop
10) The previous version of your firmware should be restored

If you have tried the steps above and are still experiencing issues, please contact us at KOBOExecutiveCare@kobo.com

Issue 2: Desktop Upgrade is cycling or is not responding and I am unable to continue with the install.

We apologize for any inconvenience this has caused and appreciate your patience and understanding while we resolve this. We are working on a new version of Kobo desktop, which will fix this isolated issue, and we will make it available as soon as possible.

Sincerely,
The Kobo Team

[RickyB]

Originally Posted by DarrellAtKobo

Dear Kobo Customers,

8) Connect your eReader to your computer and Kobo desktop
9) Sync your eReader using Kobo desktop
10) The previous version of your firmware should be restored

As soon as you do step 9, it downloads and installs version 2.0 without any prompts, and you're back to the scrolling squares. These were the precise steps Kobo support stepped me through to no avail.

[murg]

Originally Posted by DarrellAtKobo

Issue 1: After the upgrade process, my Kobo Touch has frozen on the start-up screen (scrolling squares).
...
If after this time period, the eReader remains frozen on this screen,

First off, thanks for giving us some information about the reset problems.

That being said, by the term 'frozen' in your post:

• do you mean where the Dancing Squares are dancing (screen is updating)?
• or where the Dancing Squares screen is not changing at all (stopped in mid-dance)?

[murg]

Originally Posted by DarrellAtKobo

2) If it does not power off, try a Basic Reset, otherwise called a PIN reset or paperclip reset

And, could you please post the instructions on how to do a PIN or paperclip reset.

[murg]

Originally Posted by murg

And, could you please post the instructions on how to do a PIN or paperclip reset.

Or is this the 'basic reset' in the Questions section of the Kobo website?

1. If possible, turn your eReader off.
2. Turn it over and locate the small hole on the back.
3. Unfold a paperclip and slide an end into the hole.
4. Press gently until you feel a click.
5. Your eReader should restart.

[murg]

Originally Posted by DarrellAtKobo

7) Restart your eReader.

How do we know the eReader has been restarted:

• When we get dancing squares?
• When we get a normal main page?

Which leads into: When do we 8) Connect your eReader to your computer and Kobo desktop ?

[danskmacabre]

I found even doing a PIN reset didn't work last week when resetting a KT.

I eventually DID get it to restart by plugging the KT into a charger and it immediately restarted, as I had already previously attempted the PIN reset minutes before, so I assume it picked it up when I plugged it in.
I would add the KT WAS nearly fully recharged anyway, so it wasn't like there was a battery charge issue.

[TongueTied]

Darrell,
Thank you so much for making a statement and putting us at easy knowing that Kobo acknowledges the issue exists and is doing something about it. Also, thank you for putting 1.9.17 back into the update process so those of us affected can now get our KT working again while you work on a solution.

@danskmacabre
If you have trouble getting your KT to do a factory reset via the PIN method (I found it didn't work. All it did for me was to cause a soft reset), try turning your KT off by holding the On slider to the right for 10 to 15 seconds. release it. Hold the Home button down while you turn your KT on. Once you see some lights flashing on the LED beside the on slider, let go of the Home button. Your KT should now do a full factory reset. This will wipe everything off your KT and you will need to sync it again in order to get your library back onto the KT. Now that Kobo have brought 1.9.17 back, your KT should update to 1.9.17 and you will be back in business again.

[danskmacabre]

Originally Posted by TongueTied

@danskmacabre
If you have trouble getting your KT to do a factory reset via the PIN method (I found it didn't work. All it did for me was to cause a soft reset), try turning your KT off by holding the On slider to the right for 10 to 15 seconds. release it. Hold the Home button down while you turn your KT on. Once you see some lights flashing on the LED beside the on slider, let go of the Home button. Your KT should now do a full factory reset. This will wipe everything off your KT and you will need to sync it again in order to get your library back onto the KT. Now that Kobo have brought 1.9.17 back, your KT should update to 1.9.17 and you will be back in business again.

Thanks for the reply, but this was a week or so with an unrelated issue on another KT.
I tried what you suggested already, it was completely frozen until I physically connected it to a charger.
My KT updated fine to 2.0.0.

[Sharkus]

Originally Posted by murg

Or is this the 'basic reset' in the Questions section of the Kobo website?

1. If possible, turn your eReader off.
2. Turn it over and locate the small hole on the back.
3. Unfold a paperclip and slide an end into the hole.
4. Press gently until you feel a click.
5. Your eReader should restart.

Not wishing to tread on Darrell's toes, but I would say that this is indeed the same as the "basic reset" as mentioned on the website.

[robko]

Originally Posted by RickyB

As soon as you do step 9, it downloads and installs version 2.0 without any prompts, and you're back to the scrolling squares. These were the precise steps Kobo support stepped me through to no avail.

I believe they have temporarily stopped pushing the 2.0.0 update, so if you haven't tried this today it will probably take you back to 1.17 rather than 2.0.0 if you do it now.

[Sharkus]

Originally Posted by robko

I believe they have temporarily stopped pushing the 2.0.0 update, so if you haven't tried this today it will probably take you back to 1.17 rather than 2.0.0 if you do it now.

Correct, SameerH confirmed this is another thread.

[murg]

In fact, Darrell said this, but it's buried at the end of the first paragraph. I missed it the first time around.

[icu2icu2]

My Kobo froze after downloading the update. To get is working again I did a factory reset as described on the Kobo website (hold the home button and push a paperclip into the reset button on the back - mine reset after the third of fourth attempt). This brought life back to the eReader but when the books came back I couldn't get past the cover page so I did another factory reset from the eReader (Touch 'Home' on the home page, settings, device information, factory reset). While the eReader was doing the reset I uninstalled Kobo from my computer, restarted the computer & then reinstalled Kobo (as if it was a first time install). When I signed into my Kobo account all the books I'd bought came back. Also, I had to put my wireless network details back into the eReader & re-authorise Adobe Digital Editions.

[GvilleBridge]

The Kobo website has revised the help answer as posted above at #1 by DarrellAtKobo. FWIW the answer at http://kobo.intelliresponse.com/inde..._utmk=69332690 now reads:

You asked: "firmware 2.0".
We matched that to:
Why can't I complete the Kobo Touch firmware upgrade or Desktop upgrade?

Upgrade for Kobo Touch and Kobo Desktop

You may have recently tried to download an upgrade for Kobo Touch (version 2.0) or Kobo Desktop (version 3.0). If you’ve experienced a problem with this upgrade, we apologize.

If you did experience a problem, the steps below will bring your eReader back to normal. You must complete all the steps to make sure the problem is completely fixed.

Note: These steps are also required if you got the message 'Oops... I cannot open' when opening a book.

STEP 1: First uninstall and reinstall Kobo Desktop. You can download a new version of Kobo Desktop by visiting http:/www.kobo.com/desktop.

How to uninstall Kobo Desktop [see pull-down text at Kobo]
How to reinstall Kobo Desktop [ditto]

STEP 2: Now do a factory reset. Note, a factory reset will return your eReader to its original settings. You'll have to sync with Kobo Desktop again after the reset to get your books. You'll need an unfolded paperclip to do a factory reset.

To do a factory reset:

1. While pressing and holding the Home button, turn your eReader over and locate the small hole on the back.
2. Slide one end of the paperclip into the hole.
3. Press gently until you feel a click. Don't release the Home button yet. You'll see a flashing light next to the power button.
4. Remove the paperclip.
5. When your eReader says "Restoring..." let go of the Home button.
6. Connect your eReader to your computer using your USB cable.
7. Open Kobo Desktop, and sync your eReader.

If you're still experiencing a problem, please contact Customer Care.