Ok. After about 2 hours of talking to Kobo customer support, they had me contact my library's customer support. On the side, I also have contacted freelibrary.org to see if there is any way I could get a temporary account there to test it out (I have considered getting a membership there, but I wouldn't want to do that unless I can get this issue resolved). It is possible that this is an issue with my local library system rather than with my device.

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