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Lowla · 11-24-2010, 02:06 PM

I have had the same problem since I bought mine on Oct 29, and the KOBO support has been absolutely no help at all.
I have reset the unit - didn't work
I have exchanged it - still doesn't work.
I can't manually add a mac address becasue the bell sympatico software to manage my wifi won't let me. I am not prepared to delete this application, and sicne kob advertises the Bell network, I don't see why I should have to.
My wifi is protected by 128 bit WEP encryption - same as above, with a 26 character password. My wifi router is the one provided by Bell - I think its a slipstream?
Anyway, searching through the wifi software, I found a log, which reports this error:
"[Mac address for my KOBO] - Association failed. Responding station does not support the specified authentication algorithm."
I have 5 other devices on my wifi, and am not prepared to randomly change my wifi settings just to try something to see if it works. The settings of my wifi are the default settings from Bell - I haven't changed a thing.
I still have an open ticket with KOBO support, and have told them everything above, and haven't heard from them since Nov 16 - crazy lack of support/customer service going on there!
I haven't been able to escalate my complaint either! Every time I'm connected with someone to outline my issues, I get voice mail!

Obviously the device doesn't support either WEP, 128 bit key, or the 26 characters. I will change if I have some sort of assurance that it would work, and it's not a guess or try this type of thing.
I've asked them to tell me what to change it to, but, of course, no response!

For a company that advertises WIFI, and specifies the Bell network, this is almost false advertising! And to launch a product without adequate support/knoweldge is just poor customer service. While I intend to keep the unit for its readability and weight, I am dissatisfied that I am paying full price for a unit that does not function as advertised.

Sorry this is lengthy - I wanted to be sure any techies had as much information as possible!

If you have a solution, I am all ears! but please - no guesses, I've played around enough!

11-24-2010, 02:06 PM	#25
Lowla Junior Member Posts: 3 Karma: 10 Join Date: Nov 2010 Device: kobo	I have had the same problem since I bought mine on Oct 29, and the KOBO support has been absolutely no help at all. I have reset the unit - didn't work I have exchanged it - still doesn't work. I can't manually add a mac address becasue the bell sympatico software to manage my wifi won't let me. I am not prepared to delete this application, and sicne kob advertises the Bell network, I don't see why I should have to. My wifi is protected by 128 bit WEP encryption - same as above, with a 26 character password. My wifi router is the one provided by Bell - I think its a slipstream? Anyway, searching through the wifi software, I found a log, which reports this error: "[Mac address for my KOBO] - Association failed. Responding station does not support the specified authentication algorithm." I have 5 other devices on my wifi, and am not prepared to randomly change my wifi settings just to try something to see if it works. The settings of my wifi are the default settings from Bell - I haven't changed a thing. I still have an open ticket with KOBO support, and have told them everything above, and haven't heard from them since Nov 16 - crazy lack of support/customer service going on there! I haven't been able to escalate my complaint either! Every time I'm connected with someone to outline my issues, I get voice mail! Obviously the device doesn't support either WEP, 128 bit key, or the 26 characters. I will change if I have some sort of assurance that it would work, and it's not a guess or try this type of thing. I've asked them to tell me what to change it to, but, of course, no response! For a company that advertises WIFI, and specifies the Bell network, this is almost false advertising! And to launch a product without adequate support/knoweldge is just poor customer service. While I intend to keep the unit for its readability and weight, I am dissatisfied that I am paying full price for a unit that does not function as advertised. Sorry this is lengthy - I wanted to be sure any techies had as much information as possible! If you have a solution, I am all ears! but please - no guesses, I've played around enough!