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There is either something wrong with his pw2 or something wrong with his conversion settings in Calibre, because I have not seen this problem. One more question, are these Amazon purchased conversions or non-Amazon purchased conversions. When he tries to put them into collections, does that box pop up that they do not show up in the cloud? What version firmware does the device have?
I would recommend:
1. deregistering the device, remove all collections and start over.
2. resetting the pw2 and starting over to see if the problem is related to the pw or the files themselves.
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