Kobo Ereader Wifi (black and White) stuck on update screen

ianneross · 08-13-2014, 08:13 AM

Hi, yesterday when I opened my ereader. No books were being read. Even in the SD card. So i reset it. Again no books, even the free 100 classics. When I connected it to the PC it was read. Then when it was updating, it got stuck in that screen.

I tried to search all the forums, the tips and tricks, the paper clip reset hold this button that button blah blah no luck. tried to find some firmware no luck also.

I don't want to open my Kobo because I'm not that techi and I don't want to further damage it.

Tried sending an email to the helpdesk no reply.

I also tried looking for the thread to update firmware via SD card but i cannot find it!!! I'm frustrated!! My aunt gave this to me. It is no longer under warranty, and it was bought from australia.

If anyone can just help me to update the firmware via SD card. please please.

Any help please?? Thank you so much.

PeterT · 08-13-2014, 08:40 AM

Help desk can be a tad slow to respond; give them a day or so. You can also reach out via Twitter (which often seems to get quicker action). https://twitter.com/KoboHelp

Unfortunately if you DO get a new F/W to install, if the device is truly frozen you will need to open the device up to install the new code

ianneross · 08-13-2014, 08:44 AM

Hi PeterT, sure! thanks for the suggestion. OMG, really?? I need to dissect my Ereader?

Dr. Drib · 08-13-2014, 09:14 AM

PeterT, thank you for your suggestion.

Mobileread members: Are there any other possible suggestions to help ianneross?

Don
(Moderator)

meeera · 08-13-2014, 10:04 AM

I'd suggest back to basics, making sure it's charged (different port, different cable), that sort of thing. Then contact Kobo by phone or live chat. There have been quite a few reports of them replacing bricked out-of-warranty Wifis with Touches.

ianneross · 08-13-2014, 10:47 AM

Hi meeera thank you, I'd try that for the mean time

Thanks also to Dr.Drib

ianneross · 08-13-2014, 11:50 AM

UPDATE: So I was trying to push some buttons, while it was restarting (pushed the power button for 8 seconds) it booted then I pressed the Menu button and it the PC started reading it. Now it says "Copying Files.. please wait while the desktop application copies the upgrade to your reader.."

I have no idea what is happening. Hope this will work. The light is blinking.

ianneross · 08-13-2014, 01:01 PM

Anyone knows whats happening here??

Ripplinger · 08-13-2014, 03:17 PM

Were you able to force it do to a factory reset and it came back with the same problem? Or are you saying you couldn't perform the full factory reset?

When my Glo was stuck at a similar screen it was difficult to actually force it to do a full factory reset with the buttons. I had to hold the power switch at least 15-20 seconds, and then do it a 2nd time to be certain it was really off. All lights should be off at that point, no blinking. Then do the button steps for the factory reset for your reader (which I don't know what they are, I only have the Glo which makes use of the light button in the reset). Your reader should not be connected to your computer when you do these steps for the factory reset (I noticed it is in the above image).

When the device is stuck, at times it's difficult to perform the factory reset correctly with the buttons. And you know of course that any books will be deleted doing the full factory reset.

ianneross · 08-13-2014, 03:44 PM

Quote:

Originally Posted by Ripplinger

Were you able to force it do to a factory reset and it came back with the same problem? Or are you saying you couldn't perform the full factory reset?

When my Glo was stuck at a similar screen it was difficult to actually force it to do a full factory reset with the buttons. I had to hold the power switch at least 15-20 seconds, and then do it a 2nd time to be certain it was really off. All lights should be off at that point, no blinking. Then do the button steps for the factory reset for your reader (which I don't know what they are, I only have the Glo which makes use of the light button in the reset). Your reader should not be connected to your computer when you do these steps for the factory reset (I noticed it is in the above image).

When the device is stuck, at times it's difficult to perform the factory reset correctly with the buttons. And you know of course that any books will be deleted doing the full factory reset.

I couldn't do a factory reset earlier because it was stuck in the "Updating..." screen. Then I tried holding the power button, then pressing the Menu button (not yet connected to the PC) and it prompted me to connect the reader to the PC then the "Copying Files" screen appeared.

And I have no Idea what to do next with that.

DNSB · 08-13-2014, 04:42 PM

Quote:

Originally Posted by ianneross

I couldn't do a factory reset earlier because it was stuck in the "Updating..." screen. Then I tried holding the power button, then pressing the Menu button (not yet connected to the PC) and it prompted me to connect the reader to the PC then the "Copying Files" screen appeared.

And I have no Idea what to do next with that.

You can try the hardware factory reset. A couple of years since I last did this so I may be wrong but I think if you hold down the Menu and middle d-pad buttons and trigger a paper clip reset, it will start a factory reset. Try this disconnected from your computer. Once the reset has completed, do not run the Kobo app before connecting to your computer. Once connected to your computer, make sure that you can see the exposed partition on the internal drive. As suggested earlier, you might want to use a different USB cable and port for this. After all looks happy, then you try running the Kobo app.

Regards,
David

ianneross · 08-13-2014, 05:07 PM

Quote:

Originally Posted by DNSB

You can try the hardware factory reset. A couple of years since I last did this so I may be wrong but I think if you hold down the Menu and middle d-pad buttons and trigger a paper clip reset, it will start a factory reset. Try this disconnected from your computer. Once the reset has completed, do not run the Kobo app before connecting to your computer. Once connected to your computer, make sure that you can see the exposed partition on the internal drive. As suggested earlier, you might want to use a different USB cable and port for this. After all looks happy, then you try running the Kobo app.

Regards,
David

I also tried that method, still no luck. It just brings me stuck to the introduction screen.

thanks for the suggestion.

filmo · 08-13-2014, 09:16 PM

You need to do factory reset at least twice each time before trying reset hold power button down for at least 10 seconds before trying the reset. This can insure reader is off before doing one of the reset tries. About only other things to try is remove external SD card, and fully charging the reader.

I sold and gave away to a relative my 2 Kobo wifi readers. Both were first version (A version) with soldered in place internal memory. If you have later B or C versions you could open reader remove internal memory then install good image to your internal SD Card. https://www.youtube.com/watch?v=73QGYk2q80M

DNSB · 08-14-2014, 01:45 PM

Quote:

Originally Posted by ianneross

I also tried that method, still no luck. It just brings me stuck to the introduction screen.

thanks for the suggestion.

Have you contacted Kobo's customer service about the problem? There were some posts that where the update bricked the Kobo WiFi, Kobo was replacing the unit.

Regards,
David

ianneross · 08-14-2014, 02:27 PM

Quote:

Originally Posted by DNSB

Have you contacted Kobo's customer service about the problem? There were some posts that where the update bricked the Kobo WiFi, Kobo was replacing the unit.

Regards,
David

Yes I already contacted them via email. still no response.

08-13-2014, 08:13 AM	#1
ianneross Member Posts: 12 Karma: 10 Join Date: Aug 2014 Location: Manila, Philippines Device: Kobo Original Wifi	Kobo Ereader Wifi (black and White) stuck on update screen Hi, yesterday when I opened my ereader. No books were being read. Even in the SD card. So i reset it. Again no books, even the free 100 classics. When I connected it to the PC it was read. Then when it was updating, it got stuck in that screen. I tried to search all the forums, the tips and tricks, the paper clip reset hold this button that button blah blah no luck. tried to find some firmware no luck also. I don't want to open my Kobo because I'm not that techi and I don't want to further damage it. Tried sending an email to the helpdesk no reply. I also tried looking for the thread to update firmware via SD card but i cannot find it!!! I'm frustrated!! My aunt gave this to me. It is no longer under warranty, and it was bought from australia. If anyone can just help me to update the firmware via SD card. please please. Any help please?? Thank you so much.

08-13-2014, 01:01 PM	#8
ianneross Member Posts: 12 Karma: 10 Join Date: Aug 2014 Location: Manila, Philippines Device: Kobo Original Wifi	Anyone knows whats happening here?? Last edited by ianneross; 08-13-2014 at 01:27 PM. Reason: wrong link

08-13-2014, 09:16 PM	#13
filmo Wizard Posts: 1,326 Karma: 1077205 Join Date: Jun 2011 Device: Kobo Touch, Sony T1, Kobo Mini	You need to do factory reset at least twice each time before trying reset hold power button down for at least 10 seconds before trying the reset. This can insure reader is off before doing one of the reset tries. About only other things to try is remove external SD card, and fully charging the reader. I sold and gave away to a relative my 2 Kobo wifi readers. Both were first version (A version) with soldered in place internal memory. If you have later B or C versions you could open reader remove internal memory then install good image to your internal SD Card. https://www.youtube.com/watch?v=73QGYk2q80M Last edited by filmo; 08-13-2014 at 09:18 PM.

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08-13-2014, 08:40 AM	#2
PeterT Grand Sorcerer Posts: 13,511 Karma: 78910202 Join Date: Nov 2007 Location: Toronto Device: Libra H2O, Libra Colour	Help desk can be a tad slow to respond; give them a day or so. You can also reach out via Twitter (which often seems to get quicker action). https://twitter.com/KoboHelp Unfortunately if you DO get a new F/W to install, if the device is truly frozen you will need to open the device up to install the new code

08-13-2014, 08:44 AM	#3
ianneross Member Posts: 12 Karma: 10 Join Date: Aug 2014 Location: Manila, Philippines Device: Kobo Original Wifi	Hi PeterT, sure! thanks for the suggestion. OMG, really?? I need to dissect my Ereader?

08-13-2014, 09:14 AM	#4
Dr. Drib Grand Sorcerer Posts: 45,441 Karma: 59592133 Join Date: Jan 2007 Location: Peru Device: KINDLE: Oasis 3, Scribe (1st), Matcha; KOBO: Libra 2, Libra Colour	PeterT, thank you for your suggestion. Mobileread members: Are there any other possible suggestions to help ianneross? Don (Moderator)

08-13-2014, 10:04 AM	#5
meeera Grand Sorcerer Posts: 5,814 Karma: 68407974 Join Date: Dec 2011 Location: Australia Device: Kobo Libra 2, iPadMini4, iPad4, MBP; support other Kobo/Kindles	I'd suggest back to basics, making sure it's charged (different port, different cable), that sort of thing. Then contact Kobo by phone or live chat. There have been quite a few reports of them replacing bricked out-of-warranty Wifis with Touches.

08-13-2014, 10:47 AM	#6
ianneross Member Posts: 12 Karma: 10 Join Date: Aug 2014 Location: Manila, Philippines Device: Kobo Original Wifi	Hi meeera thank you, I'd try that for the mean time Thanks also to Dr.Drib

08-13-2014, 11:50 AM	#7
ianneross Member Posts: 12 Karma: 10 Join Date: Aug 2014 Location: Manila, Philippines Device: Kobo Original Wifi	UPDATE: So I was trying to push some buttons, while it was restarting (pushed the power button for 8 seconds) it booted then I pressed the Menu button and it the PC started reading it. Now it says "Copying Files.. please wait while the desktop application copies the upgrade to your reader.." I have no idea what is happening. Hope this will work. The light is blinking.

08-13-2014, 03:17 PM	#9
Ripplinger 350 Hoarder Posts: 3,574 Karma: 8281267 Join Date: Dec 2010 Location: Midwest USA Device: Sony PRS-350, Kobo Glo & Glo HD, PW2	Were you able to force it do to a factory reset and it came back with the same problem? Or are you saying you couldn't perform the full factory reset? When my Glo was stuck at a similar screen it was difficult to actually force it to do a full factory reset with the buttons. I had to hold the power switch at least 15-20 seconds, and then do it a 2nd time to be certain it was really off. All lights should be off at that point, no blinking. Then do the button steps for the factory reset for your reader (which I don't know what they are, I only have the Glo which makes use of the light button in the reset). Your reader should not be connected to your computer when you do these steps for the factory reset (I noticed it is in the above image). When the device is stuck, at times it's difficult to perform the factory reset correctly with the buttons. And you know of course that any books will be deleted doing the full factory reset.

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