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Mohan-V-Allied · 08-23-2019, 07:46 AM

Sorry for not getting in touch earlier but was hoping for something from Kobo in regards to the problems but not much joy.

Firstly, in regards to the help page – the links either don’t work or just loop around. This was on Internet Explorer. After your suggestion about the settings (they were at the correct settings) decided to try FireFox. Had the same problem with the links, BUT near the bottom there was a picture of an owl and a contact link. Tried this and it worked. This opened a help page, with three options for contacting the Help Centre.

Stated the problems and received a stock answer.
I am sorry to hear that you are having issues with your books to help
and solve the issue please follow the steps bellow if you have any more questions
just reply to this email and ill be more than happy to get you the best resolution:

1. Launch Adobe Digital Editions.
2. Delete the file from Adobe Digital Editions as well as from My Digital Edition (under My Documents)

3. Make sure that the date and time on your eReader is correct.
4. De-authorize your computer:

In total there were 21 steps. No joy, and in following emails they ignored most of the issues and just repeated these steps.

In regards, to the downloading of EPUB/KEPUB.
These were either downloaded onto a flash drive then onto the computer or wirelessly onto the ereader.

All the ebooks were downloaded as EPUB, this is shown in Internet Explorer, via the file extension. As back-up the ebooks are downloaded onto the computer. After the last download noticed that the ebooks were showing up without a file extension and in the column for – Type – it was listed as FILE and not EPUB.

Checked the details on the ereader and all the ebooks were shown as FILE. Even ones downloaded before. As a check downloaded one ebook with was had download before. The old version on the computer was EPUB and new version was KEPUB.

Kobo sent this message:
The reason why the books are only downloading in KEPUB is because that is the only
format they books are available now and to that there is not much we can do
and to the book mars and the rest of the issues that you are having might be due to the age of your device you have to keep in mind that the Kobo Touch is one of
our oldest devices and is having issues keeping up with the current software
because of the age of the hardware of the device.

Not anywhere else to go with this.

Thanks for your help.

08-23-2019, 07:46 AM	#8
Mohan-V-Allied Member Posts: 14 Karma: 10 Join Date: Jul 2013 Device: Kobo touch	Sorry for not getting in touch earlier but was hoping for something from Kobo in regards to the problems but not much joy. Firstly, in regards to the help page – the links either don’t work or just loop around. This was on Internet Explorer. After your suggestion about the settings (they were at the correct settings) decided to try FireFox. Had the same problem with the links, BUT near the bottom there was a picture of an owl and a contact link. Tried this and it worked. This opened a help page, with three options for contacting the Help Centre. Stated the problems and received a stock answer. I am sorry to hear that you are having issues with your books to help and solve the issue please follow the steps bellow if you have any more questions just reply to this email and ill be more than happy to get you the best resolution: 1. Launch Adobe Digital Editions. 2. Delete the file from Adobe Digital Editions as well as from My Digital Edition (under My Documents) 3. Make sure that the date and time on your eReader is correct. 4. De-authorize your computer: In total there were 21 steps. No joy, and in following emails they ignored most of the issues and just repeated these steps. In regards, to the downloading of EPUB/KEPUB. These were either downloaded onto a flash drive then onto the computer or wirelessly onto the ereader. All the ebooks were downloaded as EPUB, this is shown in Internet Explorer, via the file extension. As back-up the ebooks are downloaded onto the computer. After the last download noticed that the ebooks were showing up without a file extension and in the column for – Type – it was listed as FILE and not EPUB. Checked the details on the ereader and all the ebooks were shown as FILE. Even ones downloaded before. As a check downloaded one ebook with was had download before. The old version on the computer was EPUB and new version was KEPUB. Kobo sent this message: The reason why the books are only downloading in KEPUB is because that is the only format they books are available now and to that there is not much we can do and to the book mars and the rest of the issues that you are having might be due to the age of your device you have to keep in mind that the Kobo Touch is one of our oldest devices and is having issues keeping up with the current software because of the age of the hardware of the device. Not anywhere else to go with this. Thanks for your help.