Aura Touch screen freezes when connected

[CatsLuna]

Hello I am new here and I really need help. I do not know what to do anymore.

I have a kobo aura edition 2 that has not worked properly since last December. I contacted the Kobo help service and after 4 calls, 2 device change (I send them the defective and I get another one) and at least 10 factory reset per device, it still does not work. I got in touch with a supervisor on support center that was supposed to finally transfer me to the technical department but it's been two weeks since I have no news and he don't responding to my emails.

According to my research on the internet and what the Kobo representative say, my case seems unique.

Here is my problem. The touch screen freezes as soon as it is connected with a cable. I try to connect it on 3 different computers and with 4 different cable, it freezes all time. But as soon as I remove the thread, the touch screen works again. The problem is that it makes it impossible to connect to a computer to add books to my Kobo. The kobo recognizes that there is an attempt to connect with a computer since the touch screen not respond (a saw the computer validation screen on the device), but I am in the impossibility to accept since the screen is no longer responding and and the computer finds itself unable to recognize the device.

Would anyone have ideas for a possible solution ?

[JohhnyMix]

Originally Posted by CatsLuna

Hello I am new here and I really need help. I do not know what to do anymore.

I have a kobo aura edition 2 that has not worked properly since last December. I contacted the Kobo help service and after 4 calls, 2 device change (I send them the defective and I get another one) and at least 10 factory reset per device, it still does not work. I got in touch with a supervisor on support center that was supposed to finally transfer me to the technical department but it's been two weeks since I have no news and he don't responding to my emails.

According to my research on the internet and what the Kobo representative say, my case seems unique.

Here is my problem. The touch screen freezes as soon as it is connected with a cable. I try to connect it on 3 different computers and with 4 different cable, it freezes all time. But as soon as I remove the thread, the touch screen works again. The problem is that it makes it impossible to connect to a computer to add books to my Kobo. The kobo recognizes that there is an attempt to connect with a computer since the touch screen not respond (a saw the computer validation screen on the device), but I am in the impossibility to accept since the screen is no longer responding and and the computer finds itself unable to recognize the device.

Would anyone have ideas for a possible solution ?

You can use wifi to transfer the books with calibre but it does indeed sound like a messed up device.

[the.Mtn.Man]

Originally Posted by JohhnyMix

...it does indeed sound like a messed up device.

Probably not. He says he's exchanged the device twice, which if I'm reading correctly means that this problem has persisted across three different devices.

As a way of trouble shooting, I would suggest trying to connect to a different computer, or trying with a different cable, but my guess is that something on the computer -- hardware fault; software fault; malware -- is causing the Kobo to become non-responsive as the computer tries to negotiate a connection with an external storage device.

[CatsLuna]

Yes, it is the third device in a row with this problem. I also suspect that the problem comes from my computer, but I really know why it's doing that. I have no problem with other type of device (eg my cell). I have already done several times over the last few months tests with other wires and other computers and I have no success on anything.

I did not know he had a wifi transfer option with Calibre. If it works, it could be a temporary solution the time I find a real solution. But I want also to connect my device with Adobe Digital Editions to transfer digital books from the city library.

[JohhnyMix]

Originally Posted by CatsLuna

Yes, it is the third device in a row with this problem. I also suspect that the problem comes from my computer, but I really know why it's doing that. I have no problem with other type of device (eg my cell). I have already done several times over the last few months tests with other wires and other computers and I have no success on anything.

I did not know he had a wifi transfer option with Calibre. If it works, it could be a temporary solution the time I find a real solution. But I want also to connect my device with Adobe Digital Editions to transfer digital books from the city library.

maybe its a driver problem? because no doubt that you installed the same driver on all of your computers so this could be the problem. Do you see any device added to your hardware manager on your computer when you hook it up?

[CatsLuna]

I can not even pass the connection step with the computer. So, I can not see if it's a driver.

On the other hand, I know that the connection is possible and well recognized if I could manage to push the "Connect" button. During my multiple factory reset, I can connect the device with the computer because it automatically confirms the connection instead of having a manual button to accept. But I can do a factory reset whenever I want to add books.

I made a short video to show what happens. I hope his can help.
https://youtu.be/UhhV0Ckutzo

[JohhnyMix]

Originally Posted by CatsLuna

I can not even pass the connection step with the computer. So, I can not see if it's a driver.

On the other hand, I know that the connection is possible and well recognized if I could manage to push the "Connect" button. During my multiple factory reset, I can connect the device with the computer because it automatically confirms the connection instead of having a manual button to accept. But I can do a factory reset whenever I want to add books.

I made a short video to show what happens. I hope his can help.
https://youtu.be/UhhV0Ckutzo

And what if you plug the cable first to the kobo and then to the pc? And what if you put the kobo off and then hook it up? Maybe that will work. Also, which firmware kobo firmware are you running on the device? And are you using windows 10 or a other operating system? If all these things fail i would try a different version of the firmware, which you can get here https://geek1011.github.io/KoboStuff/kobofirmware.html and see if you still have the same problem. It must be software related because you had this with more then 1 device.

[CatsLuna]

I tried every possible variant to connect it to the computer. Kobo first followed by the computer / In sleep mode / in off mode, etc. I even try to just plug it into the wall and it do the same things (without the connection validation window of course) With no succes.

Here are my specifications:

*** * Operating System of your computer: Windows 10 Home 64-bit
*** * Kobo Desktop Version: Edition 4.6.8458
*** * Version of the eReader: 4.4.9298 (1614b85db3, 05/05/2017)
*** * Software version: 4.7.10413 (168741200a, 12/12/2017)

I do not have my device with me right now, I will try to change the firmware later today.

Thank you very much for the help.

[koboy]

Originally Posted by CatsLuna

I tried every possible variant to connect it to the computer. Kobo first followed by the computer / In sleep mode / in off mode, etc. I even try to just plug it into the wall and it do the same things (without the connection validation window of course) With no succes.

Here are my specifications:

*** * Operating System of your computer: Windows 10 Home 64-bit
*** * Kobo Desktop Version: Edition 4.6.8458
*** * Version of the eReader: 4.4.9298 (1614b85db3, 05/05/2017)

I do not have my device with me right now, I will try to change the firmware later today.

Thank you very much for the help.

before you change the firmware i would recommend trying it on another computer if you can.

best wishes koboy

[CatsLuna]

I have a progression. I changed my firmware like as proposed by JohhnyMix. I put the last version (4.8.10956) because it seemed that it was not the one who was installed (I had the 4.7.10413 before) and I already have more answer. I have response when I click on the "X" in the upper right corner of the validation connection window when the device is plugged in to my computer. The connection button finish by responding after some try. When I validate the connection, my computer connected without problems and I can put book.

I will do other tests in the next few days to see if he continues to connect. I will let you know.

[davidfor]

Originally Posted by CatsLuna

I have a progression. I changed my firmware like as proposed by JohhnyMix. I put the last version (4.8.10956) because it seemed that it was not the one who was installed (I had the 4.7.10413 before) and I already have more answer. I have response when I click on the "X" in the upper right corner of the validation connection window when the device is plugged in to my computer. The connection button finish by responding after some try. When I validate the connection, my computer connected without problems and I can put book.

I will do other tests in the next few days to see if he continues to connect. I will let you know.

I'm a little bit baffled. How did you get the firmware update on the device? The update isn't being sent out, so it couldn't be over-the-air. The only other way is to connect the device to a PC and tap the connect button. But, you said that didn't work. And is the problem you are trying to fix.

So, how did you do it?

[CatsLuna]

I found with time the only time I manage to connect the Kobo to the computer is during setup device after a make a Factory Reset. Of course the touch screen, does not work when it connected, but I go to the stage of selecting setup by Wifi or not. After having selected the setup without wifi, the kobo asks me to connect to a computer. That's when I plug it. The trick is that the device at this time does not need to ask me to validate the connection by the touch screen. After the setup, as long as I do not disconnect the kobo from the computer, I have access to everything and I was then able to make the change of firmware.

[CatsLuna]

False alarm. Back to square one today

The device starts again not responding to the touch screen when I plug it. I shut down my computer last night and I reopen it now and test again. The problem is back.

[JohhnyMix]

Originally Posted by CatsLuna

False alarm. Back to square one today

The device starts again not responding to the touch screen when I plug it. I shut down my computer last night and I reopen it now and test again. The problem is back.

Hmm, thats sad to hear... only things i can think off is to use the usb ports of the back because some ports of the front have voltage problems. Also you can try to see if it works when you boot windows into "safe mode" so that no other software can be loaded like the kobo software that might be messing things up so by booting the pc into safe mode this will only start the default drivers etc and maybe then it will work.... if it does then you know it might be a windows problem.

[CatsLuna]

Last night, I wanted to show the problem to a friend and I brought my kobo and my thread to her home. We tried to connect it to her computer and his work. I made the same test on the computer to my job today and there too it worked. I'm speechless. I really don't understand anymore, because at home I still have the problem on my main computer and my personal laptop (I retry again after I return home yesterday).

Tonight, I try this time to connect on the usb ports on the back. Nope.
And I try the safe mode too. No success