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I sent a Kobo Vox to my elderly Mom as a gift. She successfully purchased new books from Kobo but is unable to read them. She gets the message "Sorry, we couldn't open this item ..." just like the original poster.
I am halfway across the country and cannot help her. The Kobo support folks on the phone told her it would be "an indeterminate amount of time" before the issue is fixed.
I can't implement the suggestion here to add some 3rd party app because I am too far away.
Up until now I was a satisfied Kobo customer. Anytime I had an issue it was fixed.
But now, my Mom is beside herself with frustration that she can't use her new toy and she feels ripped off for spending money on books she can't read. My ravings about how wonderful Kobo usually is are falling on deaf ears.
Not good, Kobo. Not good at all.
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