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Old 07-12-2012, 11:25 PM   #1
DarrellAtKobo
Kobo Customer Care
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Posts: 9
Karma: 124574
Join Date: Dec 2011
Device: Kobo Vox
Why can’t I complete the Kobo Touch firmware upgrade or Desktop upgrade?

Dear Kobo Customers,

Recently we released the latest versions of Kobo Touch Firmware 3.0 and Kobo Desktop 2.0. While the majority of our customers have successfully updated both versions we’ve had some reports that not everyone is up and running yet. To fix the issue, our team has put the new upgrade process on hold, we will reinstate it as soon as possible, when we have solved these issues.

We apologize for any inconvenience this has caused and appreciate your patience and understanding while we resolve this. In the meantime, you can revert to the previous software version with the workarounds below:

Issue 1: After the upgrade process, my Kobo Touch has frozen on the start-up screen (scrolling squares).

Workaround:

A quick note around large libraries: Some customers with very large libraries may experience the start-up screen for a longer period of time as the software updates the eReader database in the background. This process may take up to 15 minutes.

If after this time period, the eReader remains frozen on this screen, please try the following steps in sequence to restore the responsiveness and previous version of your firmware.

1) Power off the device (Push the power switch to the right for at least 30 seconds, then release), if it powers off, turn it back on to restore responsiveness.
2) If it does not power off, try a Basic Reset, otherwise called a PIN reset or paperclip reset

If neither method above restores your eReader, perform a factory reset (only used when the power switch on an eReader is unresponsive) Note; you will need an unfolded paperclip.

3) Press and hold the silver “Home” on the front of the eReader below the screen
4) While holding the “Home” button, Turn it over and locate the small hole on the back.
5) Slide one end of the paperclip into the hole.
6) Press gently until you feel a click.
7) Restart your eReader.
8) Connect your eReader to your computer and Kobo desktop
9) Sync your eReader using Kobo desktop
10) The previous version of your firmware should be restored

If you have tried the steps above and are still experiencing issues, please contact us at KOBOExecutiveCare@kobo.com

Issue 2: Desktop Upgrade is cycling or is not responding and I am unable to continue with the install.

We apologize for any inconvenience this has caused and appreciate your patience and understanding while we resolve this. We are working on a new version of Kobo desktop, which will fix this isolated issue, and we will make it available as soon as possible.

Sincerely,
The Kobo Team
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