Screen corruption

[JustinC]

Hi all,

Anyone noticed a problem with recent firmware versions (4.x family) on a Kobo Touch where lines and general screen corruption will appear on certain screens, for example on the pin lock screen and annoyingly (when I am buying a book) on the Kobo store and the bottom half of the page with the buttons.

Any advice/tips or is it a known bug?

Thanks.

[JSWolf]

Can you post a picture? No idea what you are seeing.

[PeterT]

I've seen this on a touch especially suring and after a sync operation.

[JSWolf]

Originally Posted by PeterT

I've seen this on a touch especially suring and after a sync operation.

Would a reboot fix this?

[JustinC]

Originally Posted by JSWolf

Can you post a picture? No idea what you are seeing.

Here you go.

First one is what I get when I resume from sleep, looks normal. Second is what I get when I start entering pin code. Width of corruption changes, sometimes it's a narrow strip, sometimes fatter, particularly when I enter an incorrect pin as in third picture. I also see a more extreme version of that same sort of corruption on some store screens, all reading screens are fine.

I have rebooted a number of times.

[DNSB]

Originally Posted by JustinC

Here you go.

First one is what I get when I resume from sleep, looks normal. Second is what I get when I start entering pin code. Width of corruption changes, sometimes it's a narrow strip, sometimes fatter, particularly when I enter an incorrect pin as in third picture. I also see a more extreme version of that same sort of corruption on some store screens, all reading screens are fine.

I have rebooted a number of times.

A reboot isn't going to help. The issue has been brought up with Kobo and they are aware of it. As to how long it may take to get fixed? No idea.

[JustinC]

Originally Posted by DNSB

A reboot isn't going to help. The issue has been brought up with Kobo and they are aware of it. As to how long it may take to get fixed? No idea.

Ah, okay, thanks for the confirmation it's a known bug.

[davidfor]

Originally Posted by JustinC

Ah, okay, thanks for the confirmation it's a known bug.

It's know, but you should report it separately. The number of people complaining about bugs will affect how important they see it and hence how quickly it might be fixed.

[JustinC]

Originally Posted by davidfor

It's know, but you should report it separately. The number of people complaining about bugs will affect how important they see it and hence how quickly it might be fixed.

Okay, makes sense, what's the recommended way to log a report with Kobo technical support/developers?

[davidfor]

Originally Posted by JustinC

Okay, makes sense, what's the recommended way to log a report with Kobo technical support/developers?

The Kobo website has links to report problems in the help section.

[JustinC]

Originally Posted by davidfor

The Kobo website has links to report problems in the help section.

If you mean the "Contact Kobo Customer Care" links then that was an hour of my life I'll never get back!

I gave a full explanation of the problem (with photos) on the initial form. When I got through to the support agent they'd apparently lost that information so I had to provide it all again to the support agent who then spent fifteen or so minutes digesting it all (or maybe they were just making a cup of tea!) before they launched into the "lets try resetting the device" script. I explained that I'd done this many times, installed the 3.x firmware which didn't have the issue, then when I updated to the 4.x firmware the issue came back so it likely wasn't a device fault.

Nope, they wouldn't have it. Because I wasn't able to go through the whole exercise "just one more time because maybe it'll work this time when all the other times have failed" then they wouldn't progress it any further.

When I got the transcript email the fault had been logged as a "Defective screen".

Unless anyone has any other roads into Kobo support or development teams then I'm going to call it a day on this for now.

[PeterT]

I have sent a link to this thread to the beta group at Kobo. Just so you know several of us have reported it in the past along with an issue where wifi networks magically appear and disappear

Sent from my Nexus 7 using Tapatalk

[davidfor]

Originally Posted by JustinC

If you mean the "Contact Kobo Customer Care" links then that was an hour of my life I'll never get back!

I gave a full explanation of the problem (with photos) on the initial form. When I got through to the support agent they'd apparently lost that information so I had to provide it all again to the support agent who then spent fifteen or so minutes digesting it all (or maybe they were just making a cup of tea!) before they launched into the "lets try resetting the device" script. I explained that I'd done this many times, installed the 3.x firmware which didn't have the issue, then when I updated to the 4.x firmware the issue came back so it likely wasn't a device fault.

Nope, they wouldn't have it. Because I wasn't able to go through the whole exercise "just one more time because maybe it'll work this time when all the other times have failed" then they wouldn't progress it any further.

When I got the transcript email the fault had been logged as a "Defective screen".

Unless anyone has any other roads into Kobo support or development teams then I'm going to call it a day on this for now.

Ouch.

Did they at any time ask for a photo of the screen? That would demonstrate it is not a defective screen.

The only other suggestions I have are Kobo's facebook or twitter accounts. People have reported success with when going one of these more public routes. Though I think that has mainly been for actual hardware issues where a replacement was the desired outcome.

As PeterT said, the problem has been reported via the beta list. I see the problem with my Touch as well, so it has been reported before. Now we'll see if a public report has a difference. And a thought, did you get a problem id of some sort? Maybe if we add that in the report it will help. That way the developers can point to a problem report in their systems to better justify fixing it. PM me the number if you want to try.

[JSWolf]

One thing I do sometimes is when calling for a problem and I've gone through the steps already or I know what I'm being told to do won't work, I just tell them on the phone that I've done it. Like I've gone through and followed their directions.

One time I had a monitor go bad under warranty and after explaining everything I've done to the person on the phone, he said yes, I know you've done all of this, be we have to go through this. So he rattled off the stuff he needed to and I just went along with it and after he was done, the monitor was deemed defective and back it went.

[Cinisajoy]

Originally Posted by JSWolf

One thing I do sometimes is when calling for a problem and I've gone through the steps already or I know what I'm being told to do won't work, I just tell them on the phone that I've done it. Like I've gone through and followed their directions.

One time I had a monitor go bad under warranty and after explaining everything I've done to the person on the phone, he said yes, I know you've done all of this, be we have to go through this. So he rattled off the stuff he needed to and I just went along with it and after he was done, the monitor was deemed defective and back it went.

Same thing here as per the directions. They have to go by the guidebook for everyone to make sure we are on the same page.