Aura HD aura suddenly frozen without a cause in sleep screen

einkgood · 10-04-2013, 11:23 PM

aura hd suddenly frozen after detached from case. i didn't anything to aura.
is there anyone who had experienced this? it's so astonishing thing.
i think sd card or firmware's collision is cause, i had disassembled it and exchanged sdcard and restore firmware backup'd. but still problem is.
then i asked to kobo exchange with email. because i live in south korea, they said i must contact with retailer or store. but i've preordered in official kobo site then i said 'i have no where to contact except kobo'.
how can i solve this problem? plz give me appropriate suggestion.
this experience makes me so disappoint to eink device.
please help me.

GeoffR · 10-05-2013, 12:24 AM

It is possible that the screen has broken, rather than it being a firmware or other problem. If it broke while the sleep screen was showing then it will continue to show that screen even if the rest of the device is functioning normally.

To test this, check if the LED flashes its normal sequence when you turn it on. Then try connecting it to a computer via USB (you will need to tap the screen where the connect button normally shows, even though you can't see it.) If it connects so that you can see the device's filesystem from the computer, then it is probably a broken screen.

einkgood · 10-05-2013, 12:39 AM

Quote:

Originally Posted by GeoffR

It is possible that the screen has broken, rather than it being a firmware or other problem. If it broke while the sleep screen was showing then it will continue to show that screen even if the rest of the device is functioning normally.

To test this, check if the LED flashes its normal sequence when you turn it on. Then try connecting it to a computer via USB (you will need to tap the screen where the connect button normally shows, even though you can't see it.) If it connects so that you can see the device's filesystem from the computer, then it is probably a broken screen.

Thanks for reply. I'll try to do that. But in any case, fact which I need to asking for exchange is not change. I said 'manage to pay for shipping fee' to kobo. But their reply isn't come yet.

meeera · 10-05-2013, 02:06 AM

Can you post a photograph of the screen?

einkgood · 10-05-2013, 03:29 AM

Quote:

Originally Posted by meeera

Can you post a photograph of the screen?

ok. i tried to connect computer but led turn on and soon turn off not responsive. sleep screen is not broken at first while frozen, but screen broken after install backup'd firmware in internal sdcard and push reset button.

kobo replied 'Service can get through relative in the USA'..;;

I have not anyone.. damn!!!

what am i have to do? is there anyone help me?

paola · 10-05-2013, 04:08 AM

where did you buy the Kobo from? YOu should perhaps return it to the seller.

meeera · 10-05-2013, 04:29 AM

Since you've opened it up, that will void any warranty, I'm thinking.

I'm not 100% sure whether that screen is smashed or not, from the photo. I can't quite see the giveaway diagonal lines that are usually present with a fracture. But the fact that it happened getting it out of a case (was this a snap-in case?) is suggestive. Twisting or bending forces can break it quite easily, because it's thin glass.

When you took it apart, did you disassemble it enough to check out the back of the glass substrate, to check for cracks?

einkgood · 10-05-2013, 05:59 AM

Quote:

Originally Posted by meeera

Since you've opened it up, that will void any warranty, I'm thinking.

I'm not 100% sure whether that screen is smashed or not, from the photo. I can't quite see the giveaway diagonal lines that are usually present with a fracture. But the fact that it happened getting it out of a case (was this a snap-in case?) is suggestive. Twisting or bending forces can break it quite easily, because it's thin glass.

When you took it apart, did you disassemble it enough to check out the back of the glass substrate, to check for cracks?

thanks. but i've opened it after frozen. just i tried to repair. case is sleep case in ebay(from china-plastic surrounded). substrate is normal. I couldn't find wrong in outward. if kobo cannot give repair or exchange, i'll wipe out kobo in my brain. I didn't give forces and collision for device at all. i've always used my device carefully. in addition, according to geoffr if just panel only bricked, i can explorer file system with connect to PC but it didn't response.

meeera · 10-05-2013, 07:32 AM

It doesn't matter that it froze before you opened it. Opening it and attempting repair yourself will still void your standard one-year warranty, unless you bought it somewhere where consumer law says otherwise.

For all we or they know, a proper recharge (from the wall, with a different cable if necessary) + correct factory reset procedure may have fixed the initial freeze. Did you ask for help here before taking it apart?

jackastor · 10-05-2013, 08:13 AM

Quote:

Originally Posted by einkgood

ok. i tried to connect computer but led turn on and soon turn off not responsive. sleep screen is not broken at first while frozen, but screen broken after install backup'd firmware in internal sdcard and push reset button.

kobo replied 'Service can get through relative in the USA'..;;

I have not anyone.. damn!!!

what am i have to do? is there anyone help me?

Well if you feel the screen is fine, Then perhaps you should do a factory reset. If the screen goes black and says restoring your device should be fine. It is hard to say if the screen is physically damaged it looks more like a dead battery that died mid change during the screen going to sleep or waking up.

regards

Jack

einkgood · 10-05-2013, 09:10 AM

Quote:

Originally Posted by meeera

It doesn't matter that it froze before you opened it. Opening it and attempting repair yourself will still void your standard one-year warranty, unless you bought it somewhere where consumer law says otherwise.

For all we or they know, a proper recharge (from the wall, with a different cable if necessary) + correct factory reset procedure may have fixed the initial freeze. Did you ask for help here before taking it apart?

Factory reset? I tried all things. Power+light button press long & power+reset pinhole, power+pinhole. Power led turn on normally and turn off soon, screen not change.
Forgive my poor english. But I hope you understand my astonishing situation.
As a result make conclusion with your saying... kobo good bye.
Hey fel? Is there someone buy my bricked kobo?

DNSB · 10-05-2013, 12:50 PM

Quote:

Originally Posted by einkgood

Factory reset? I tried all things. Power+light button press long & power+reset pinhole, power+pinhole. Power led turn on normally and turn off soon, screen not change.
Forgive my poor english. But I hope you understand my astonishing situation.
As a result make conclusion with your saying... kobo good bye.
Hey fel? Is there someone buy my bricked kobo?

Looking at your image of the screen, it almost looks as if the screen is stuck halfway through a refresh.

Your list of what you tried did not seem to include holding the light button which is part of the Glo/Aura/Aura HD factory reset procedure.

Try the following:

Press and hold the light button.

Use a paperclip to trigger the pinhole reset.

Continue to hold the light switch for a minute and see if the LED starts rapidly flashing.

If this happens and the screen doesn't change, the screen is toast. It doesn't take much to damage the screen. Given that you opened the Aura HD, I suspect that any warranty you might have had has been voided.

Regards,
David

einkgood · 10-05-2013, 07:53 PM

Quote:

Originally Posted by DNSB

Looking at your image of the screen, it almost looks as if the screen is stuck halfway through a refresh.

Your list of what you tried did not seem to include holding the light button which is part of the Glo/Aura/Aura HD factory reset procedure.

Try the following:

Press and hold the light button.

Use a paperclip to trigger the pinhole reset.

Continue to hold the light switch for a minute and see if the LED starts rapidly flashing.

If this happens and the screen doesn't change, the screen is toast. It doesn't take much to damage the screen. Given that you opened the Aura HD, I suspect that any warranty you might have had has been voided.

Regards,
David

I tried to this too. Just I gived up and mailed to kobo care. If they say voided warranty, i'll sell aura hd for spare.

DNSB · 10-05-2013, 09:02 PM

Quote:

Originally Posted by einkgood

I tried to this too. Just I gived up and mailed to kobo care. If they say voided warranty, i'll sell aura hd for spare.

Good luck. Hopefully, you didn't do much damage when you opened it so it will get by incoming inspection.

If you look through the posts on Mobileread and elsewhere on the Internet, you will find that quite a few people have found that eInk displays are susceptible to being damaged by minor impacts, twisting, etc.

Regards,
David

robko · 10-06-2013, 12:51 AM

It's hard to be sure from the picture, but if all the lines are straight vertical that might be a bad controller rather than a cracked screen. Rare, put there have been pics of that posted before. Bad controller should be warranty (aside from voiding by removing the back issue).

10-04-2013, 11:23 PM	#1
einkgood Member Posts: 13 Karma: 6594 Join Date: May 2013 Device: kobo aura hd	aura suddenly frozen without a cause in sleep screen aura hd suddenly frozen after detached from case. i didn't anything to aura. is there anyone who had experienced this? it's so astonishing thing. i think sd card or firmware's collision is cause, i had disassembled it and exchanged sdcard and restore firmware backup'd. but still problem is. then i asked to kobo exchange with email. because i live in south korea, they said i must contact with retailer or store. but i've preordered in official kobo site then i said 'i have no where to contact except kobo'. how can i solve this problem? plz give me appropriate suggestion. this experience makes me so disappoint to eink device. please help me.

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10-05-2013, 12:24 AM	#2
GeoffR Wizard Posts: 3,821 Karma: 19162882 Join Date: Nov 2012 Location: Te Riu-a-Māui Device: Kobo Glo	It is possible that the screen has broken, rather than it being a firmware or other problem. If it broke while the sleep screen was showing then it will continue to show that screen even if the rest of the device is functioning normally. To test this, check if the LED flashes its normal sequence when you turn it on. Then try connecting it to a computer via USB (you will need to tap the screen where the connect button normally shows, even though you can't see it.) If it connects so that you can see the device's filesystem from the computer, then it is probably a broken screen.

10-05-2013, 02:06 AM	#4
meeera Grand Sorcerer Posts: 5,799 Karma: 68407974 Join Date: Dec 2011 Location: Australia Device: Kobo Libra 2, iPadMini4, iPad4, MBP; support other Kobo/Kindles	Can you post a photograph of the screen?

10-05-2013, 04:08 AM	#6
paola Wizard Posts: 2,840 Karma: 5843878 Join Date: Oct 2010 Location: UK Device: Pocketbook Pro 903, (beloved Pocketbook 360 RIP), Kobo Mini, Kobo Aura	where did you buy the Kobo from? YOu should perhaps return it to the seller.

10-05-2013, 04:29 AM	#7
meeera Grand Sorcerer Posts: 5,799 Karma: 68407974 Join Date: Dec 2011 Location: Australia Device: Kobo Libra 2, iPadMini4, iPad4, MBP; support other Kobo/Kindles	Since you've opened it up, that will void any warranty, I'm thinking. I'm not 100% sure whether that screen is smashed or not, from the photo. I can't quite see the giveaway diagonal lines that are usually present with a fracture. But the fact that it happened getting it out of a case (was this a snap-in case?) is suggestive. Twisting or bending forces can break it quite easily, because it's thin glass. When you took it apart, did you disassemble it enough to check out the back of the glass substrate, to check for cracks?

10-05-2013, 07:32 AM	#9
meeera Grand Sorcerer Posts: 5,799 Karma: 68407974 Join Date: Dec 2011 Location: Australia Device: Kobo Libra 2, iPadMini4, iPad4, MBP; support other Kobo/Kindles	It doesn't matter that it froze before you opened it. Opening it and attempting repair yourself will still void your standard one-year warranty, unless you bought it somewhere where consumer law says otherwise. For all we or they know, a proper recharge (from the wall, with a different cable if necessary) + correct factory reset procedure may have fixed the initial freeze. Did you ask for help here before taking it apart?

10-06-2013, 12:51 AM	#15
robko Wizard Posts: 2,454 Karma: 5469320 Join Date: Jul 2010 Device: Kobo	It's hard to be sure from the picture, but if all the lines are straight vertical that might be a bad controller rather than a cracked screen. Rare, put there have been pics of that posted before. Bad controller should be warranty (aside from voiding by removing the back issue).