sync problem with notebook

[Dark-marmotte]

Hello. Sorry for my bad English ... I have a kobo elipsa since yesterday and I already have
a problem.
I can't open a new notebook ... The e-reader asks me to synchronize to obtain the data of the handwriting recognition ...in loop. I click, the e-reader asks me the same thing again ... without stopping. Has anyone ever had this concern?

I have already reset, do a factory reset, checked my connection, tried to connect to another network. Update via kobodesktop ...
I contacted kobo but the agents quit the chat after a few minutes without helping me ...