Has anyone else gotten the Tablet Upgrade Error?

Randomfish · 11-01-2011, 05:53 PM

I've been trying to setup my Kobo Vox since yesterday, and I keep hitting the same error during setup. I connect to my wireless (which is working fine), and click Next.

It says it's going to check for updates, finds one, and then when trying to download it, I get the error message:

"An error occurred during image download"

After I click the Close button on that error message, it re-tries twice more before I get the final error: "Tablet Upgrade Error".

I'm really frustrated, and can't find anything online about the error. I've opened a ticket with Kobo, but they say it can be up to 48 hours before they respond... I had wanted to take it on my trip tomorrow.

taming · 11-01-2011, 07:49 PM

If you bought it locally, return it! You might want to try doing the update on some other WiFi connection, first. But I would get a replacement for it, if the problems doesn't just go away.

jonesrichardm · 11-02-2011, 03:43 PM

Yep, I'm having the same problem and have tried two different wireless networks with the same result. I have also logged a question with online support and awaiting a reply.

Are you using your wireless connection at home? I wondered whether I was having problems because I was using a paid-for wi-fi connection at a hotel I'm staying at.

KoboJW · 11-02-2011, 04:29 PM

We see this problem only when the wifi connection is weak or intermittent, or when using access points that have too many current connections (like public AP, hotels, workplaces). My best suggestion is to keep trying, or find a different wifi connection. The good thing is that the download will pick up where it left off, so eventually you'll get it it.

Hope that help,
James

KoboJW · 11-02-2011, 04:31 PM

If you continue to have trouble and need this for your trip tomorrow, PM me. I can help get you up and running quicker.

James

msxman · 11-02-2011, 04:56 PM

or call the 1-800 #. the response was fast when i called today.

Randomfish · 11-02-2011, 09:29 PM

Quote:

Originally Posted by jonesrichardm

Yep, I'm having the same problem and have tried two different wireless networks with the same result. I have also logged a question with online support and awaiting a reply.

Are you using your wireless connection at home? I wondered whether I was having problems because I was using a paid-for wi-fi connection at a hotel I'm staying at.

I'm using my home wireless connection, and haven't had any trouble using it with either the laptop or the Kobo Touch.... it's very strange. Will be trying it on a different wireless connection tomorrow I guess!

Randomfish · 11-02-2011, 09:30 PM

Quote:

Originally Posted by KoboJW

We see this problem only when the wifi connection is weak or intermittent, or when using access points that have too many current connections (like public AP, hotels, workplaces). My best suggestion is to keep trying, or find a different wifi connection. The good thing is that the download will pick up where it left off, so eventually you'll get it it.

Hope that help,
James

Thanks; I will try on a different wireless connection tomorrow, but I have not had any issues with this WiFi connection when using my laptop or the Kobo Touch over the last three days... I would be a little surprised if that was the problem, but you never know!

marcusP · 11-02-2011, 10:22 PM

I am having the same problem. I had to use a neighbour's unsecured wireless (: because the kobo vox software wouldn't accept the password I use for my home network (it seems it won't accept a 7 character password? But that's the one I have!!!).

Anyone have an idea around it besides resetting my home wireless password? Grrrr.

I hate having something for 2 hours and I am still not able to get past the first screen!!! Grrrr.

all help would be appreciated.

Randomfish · 11-03-2011, 08:12 AM

Success! Wireless on the second bus of the day was apparently more to it's liking, strangely enough! Reading is lovely, and I've had no problem accesing email or webages so far

KoboJW · 11-03-2011, 10:20 AM

Randomfish - glad to hear it has worked out. We are finding that the upgrade download just doesn't like some network connections. We're looking into it. We think it is related to the speed of the connection, but not sure yet. Fortunately, it is usually just a matter of keeping at it.

MarcusP - I'm sorry for your frustration. I'm not sure the best way to change you network password, and if you're using a weaker signal from a neighbour, this may well be why you are seeing the issue. If you are having continued trouble, the PM me and I'll provide you with an alternate solution to the upgrade.

James

PeterT · 11-03-2011, 01:58 PM

@KoboJW; Are there any issues with the different forms of Wireless security? WPA / WPA2 / WEP etc... could this be MarcusP's issue?

KoboJW · 11-03-2011, 02:38 PM

The setup app only supports WEP, WPA/WPA2 Personal. WPA/WPA Enterprise are not supported. Additionally, a shortcoming with WEP (not a Vox thing) is that it doesn't really tell you if connect failed - it simply doesn't connect you. So if, for example, you put in the wrong password, you get no feedback. Another shortcoming of the set up wifi connection is that you can't connect to hotspots requiring login through a web browser (eg hotel wifi). And has been noticed, any hotspots filtering by MAC address will be problematic too.

MarcusP: can you confirm which security your network uses? Can't be WEP, because it uses 5 or 10 char. Maybe it is one we don't support...?

Annibronte · 11-03-2011, 03:01 PM

Quote:

Originally Posted by KoboJW

Another shortcoming of the set up wifi connection is that you can't connect to hotspots requiring login through a web browser (eg hotel wifi). And has been noticed, any hotspots filtering by MAC address will be problematic too.

Sounds like I won't be able to use the wifi at Starbucks, if this is the case. That's probably going to be a deal breaker for people if it can't be resolved.

SCION · 11-03-2011, 03:06 PM

Quote:

Originally Posted by Annibronte

Sounds like I won't be able to use the wifi at Starbucks, if this is the case. That's probably going to be a deal breaker for people if it can't be resolved.

I think he means wifi during the setup process.

11-01-2011, 05:53 PM	#1
Randomfish Junior Member Posts: 4 Karma: 10 Join Date: Nov 2011 Device: Kobo Touch	Has anyone else gotten the Tablet Upgrade Error? I've been trying to setup my Kobo Vox since yesterday, and I keep hitting the same error during setup. I connect to my wireless (which is working fine), and click Next. It says it's going to check for updates, finds one, and then when trying to download it, I get the error message: "An error occurred during image download" After I click the Close button on that error message, it re-tries twice more before I get the final error: "Tablet Upgrade Error". I'm really frustrated, and can't find anything online about the error. I've opened a ticket with Kobo, but they say it can be up to 48 hours before they respond... I had wanted to take it on my trip tomorrow.

11-02-2011, 03:43 PM	#3
jonesrichardm Junior Member Posts: 1 Karma: 10 Join Date: Nov 2011 Device: Kobo Vox	Kobo Vox set up error Yep, I'm having the same problem and have tried two different wireless networks with the same result. I have also logged a question with online support and awaiting a reply. Are you using your wireless connection at home? I wondered whether I was having problems because I was using a paid-for wi-fi connection at a hotel I'm staying at.

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11-01-2011, 07:49 PM	#2
taming Trying for calm & polite Posts: 4,012 Karma: 9455193 Join Date: May 2010 Location: Mostly in Canada Device: kobo original, WiFI, Touch, Glo, and Aura	If you bought it locally, return it! You might want to try doing the update on some other WiFi connection, first. But I would get a replacement for it, if the problems doesn't just go away.

11-02-2011, 04:29 PM	#4
KoboJW UX Lead, Kobo Vox Posts: 113 Karma: 199002 Join Date: Oct 2011 Device: Boxes of Voxes	We see this problem only when the wifi connection is weak or intermittent, or when using access points that have too many current connections (like public AP, hotels, workplaces). My best suggestion is to keep trying, or find a different wifi connection. The good thing is that the download will pick up where it left off, so eventually you'll get it it. Hope that help, James

11-02-2011, 04:31 PM	#5
KoboJW UX Lead, Kobo Vox Posts: 113 Karma: 199002 Join Date: Oct 2011 Device: Boxes of Voxes	If you continue to have trouble and need this for your trip tomorrow, PM me. I can help get you up and running quicker. James

11-02-2011, 04:56 PM	#6
msxman Enthusiast Posts: 49 Karma: 36 Join Date: Nov 2011 Device: kobo vox, kindle 2	or call the 1-800 #. the response was fast when i called today.

11-02-2011, 10:22 PM	#9
marcusP Junior Member Posts: 1 Karma: 10 Join Date: Nov 2011 Device: kobo vox	I am having the same problem. I had to use a neighbour's unsecured wireless (: because the kobo vox software wouldn't accept the password I use for my home network (it seems it won't accept a 7 character password? But that's the one I have!!!). Anyone have an idea around it besides resetting my home wireless password? Grrrr. I hate having something for 2 hours and I am still not able to get past the first screen!!! Grrrr. all help would be appreciated.

11-03-2011, 08:12 AM	#10
Randomfish Junior Member Posts: 4 Karma: 10 Join Date: Nov 2011 Device: Kobo Touch	Success! Wireless on the second bus of the day was apparently more to it's liking, strangely enough! Reading is lovely, and I've had no problem accesing email or webages so far

11-03-2011, 10:20 AM	#11
KoboJW UX Lead, Kobo Vox Posts: 113 Karma: 199002 Join Date: Oct 2011 Device: Boxes of Voxes	Randomfish - glad to hear it has worked out. We are finding that the upgrade download just doesn't like some network connections. We're looking into it. We think it is related to the speed of the connection, but not sure yet. Fortunately, it is usually just a matter of keeping at it. MarcusP - I'm sorry for your frustration. I'm not sure the best way to change you network password, and if you're using a weaker signal from a neighbour, this may well be why you are seeing the issue. If you are having continued trouble, the PM me and I'll provide you with an alternate solution to the upgrade. James

11-03-2011, 01:58 PM	#12
PeterT Grand Sorcerer Posts: 12,166 Karma: 73448616 Join Date: Nov 2007 Location: Toronto Device: Nexus 7, Clara, Touch, Tolino EPOS	@KoboJW; Are there any issues with the different forms of Wireless security? WPA / WPA2 / WEP etc... could this be MarcusP's issue?

11-03-2011, 02:38 PM	#13
KoboJW UX Lead, Kobo Vox Posts: 113 Karma: 199002 Join Date: Oct 2011 Device: Boxes of Voxes	The setup app only supports WEP, WPA/WPA2 Personal. WPA/WPA Enterprise are not supported. Additionally, a shortcoming with WEP (not a Vox thing) is that it doesn't really tell you if connect failed - it simply doesn't connect you. So if, for example, you put in the wrong password, you get no feedback. Another shortcoming of the set up wifi connection is that you can't connect to hotspots requiring login through a web browser (eg hotel wifi). And has been noticed, any hotspots filtering by MAC address will be problematic too. MarcusP: can you confirm which security your network uses? Can't be WEP, because it uses 5 or 10 char. Maybe it is one we don't support...?

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