That error usually means either the device can't be seen properly, or is corrupt. As you can see the device in explorer and see the books, can you see the file ".kobo\KoboReader.sqlite"? That is the database. If it is missing, that is the problem. Try disconnecting and powering the device off. I'm not sure about the WiFi, but the newer devices will create a new database during the startup.
If the database us there, can you write to the device? If for some reason Windows has mounted it read-only. calibre will not be able to do anything with it.
Lastly, if the database is corrupted, that needs to be fixed. If you have a database backup, you can restore that. Otherwise, it needs to be recreated. Deleting the corrupt one and restarting as suggested above might fix it. Otherwise I think you have to do a factory reset to fix this.
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