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I'd wait for their call. It sounds like you've done everything you can do. I had a problem with a Kobo Aura, the original one, when they first came out and I called their support. It took about 3 weeks of calling every day before I finally got someone on the phone. It sounds like they've improved now. Anyway, when I finally got him on the phone he was eager to help and he solved the problem. I don't recall now what that problem was.
I currently have 3 of the original Auras and I have a couple of neighbors who have them and I keep those updated since they don't have Wifi. I've never had a problem connecting one to a computer so I would guess it isn't a common problem.
Barry
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