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Old 10-11-2016, 02:38 PM   #1
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Changed my Kobo Password/No books
Because of an online security breach with one of my online accounts, I decided to change all my passwords for all my online accounts, including Kobo. I had not changed my Kobo password since I was first a customer, like 7 years ago.

So, thinking that I'd need to update the passwords in my new Kobo Aura One, I logged out and logged back in using the new password. It logged me in under the new password (and will not take the old password).

However, my books are empty!! When I log in to my Kobo Account online using the new password, my whole library is there. But it won't download them on to my Kobo Aura One! My library is still working on my original Kobo Aura, and even updating with new purchased books, despite the fact that it is logged in with the old password.

Help! Anyone ever experience this? I send a help request to Kobo, but no response yet.
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Old 10-11-2016, 05:15 PM   #2
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Help! Anyone ever experience this? I send a help request to Kobo, but no response yet.
Just spent an hour online with the chat help. No help yet. Grrrr
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Old 10-11-2016, 06:12 PM   #3
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Quote:
Originally Posted by bookwurm70 View Post
Because of an online security breach with one of my online accounts, I decided to change all my passwords for all my online accounts, including Kobo. I had not changed my Kobo password since I was first a customer, like 7 years ago.

So, thinking that I'd need to update the passwords in my new Kobo Aura One, I logged out and logged back in using the new password. It logged me in under the new password (and will not take the old password).

However, my books are empty!! When I log in to my Kobo Account online using the new password, my whole library is there. But it won't download them on to my Kobo Aura One! My library is still working on my original Kobo Aura, and even updating with new purchased books, despite the fact that it is logged in with the old password.

Help! Anyone ever experience this? I send a help request to Kobo, but no response yet.
Did you do the new password from the KA1 or using the Kobo Desktop application? That it is working on your Aura with the old password almost suggests that Kobo's servers are not synchronizing your account properly.
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Old 10-11-2016, 07:02 PM   #4
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Did you do the new password from the KA1 or using the Kobo Desktop application? That it is working on your Aura with the old password almost suggests that Kobo's servers are not synchronizing your account properly.
It is from the KA1 using wifi. I don't use the desktop. Pocket on my KA1 works and downloaded my articles. I logged in with a newly created account and that synced and downloaded 2 books.

I just logged out of my account on my iPad and logged back in using my new password and it synced.

It is so bizarre.
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Old 10-11-2016, 07:25 PM   #5
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It is from the KA1 using wifi. I don't use the desktop. Pocket on my KA1 works and downloaded my articles. I logged in with a newly created account and that synced and downloaded 2 books.

I just logged out of my account on my iPad and logged back in using my new password and it synced.

It is so bizarre.
If you don't have many sideloaded books, could you try a factory reset.
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Old 10-11-2016, 08:41 PM   #6
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If you don't have many sideloaded books, could you try a factory reset.
Yup, first thing I thought of. Have now done 2, because Kobo CS insisted I do a second one.

I strongly suspect that Kobo will have to come up with a solution. I even tried buying a book directly on my KA1, but that didn't download either.
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Old 10-11-2016, 10:38 PM   #7
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Yup, first thing I thought of. Have now done 2, because Kobo CS insisted I do a second one.
Their equivalent of the turn it off and back on advice beloved of the low level support on computer help lines.

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I strongly suspect that Kobo will have to come up with a solution. I even tried buying a book directly on my KA1, but that didn't download either.
Definitely sounds that way.
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Old 10-12-2016, 12:15 AM   #8
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Their equivalent of the turn it off and back on advice beloved of the low level support on computer help lines.



Definitely sounds that way.
Wahoo! Kobo CS figured it out. My books are back! Or something updated at midnight ET that caused my books to download.
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Old 10-12-2016, 12:47 AM   #9
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Wahoo! Kobo CS figured it out. My books are back! Or something updated at midnight ET that caused my books to download.
That's good to hear. And if it triggered at midnight, do you have the clock set correctly? Or maybe someone messed up some timezone handling.
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Old 10-12-2016, 01:43 AM   #10
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Their equivalent of the turn it off and back on advice beloved of the low level support on computer help lines.
Beloved for a reason... it's amazing how many problems it solves.
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Old 10-12-2016, 07:45 AM   #11
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That's good to hear. And if it triggered at midnight, do you have the clock set correctly? Or maybe someone messed up some timezone handling.
Well, midnight ET, I'm in CT, so it happened at 11pm. But, I think the Kobo servers are in Toronto, Canada, which is ET. At least, that seems to be their North America headquarters.

Midnight seems like the time when a server with passwords might get refreshed. Or maybe the next level support is in some other part of the world, and that's when they did some to my account. But I haven't gotten another email from Kobo CS, so I'm guessing the problem fixed itself.
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Old 10-12-2016, 11:26 AM   #12
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Well, midnight ET, I'm in CT, so it happened at 11pm. But, I think the Kobo servers are in Toronto, Canada, which is ET. At least, that seems to be their North America headquarters.

Midnight seems like the time when a server with passwords might get refreshed. Or maybe the next level support is in some other part of the world, and that's when they did some to my account. But I haven't gotten another email from Kobo CS, so I'm guessing the problem fixed itself.
"We don't believe in miracles, we just depend on them."
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Old 10-12-2016, 11:27 AM   #13
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Beloved for a reason... it's amazing how many problems it solves.
I can't count the number of times I've restarted computers to "fix" a problem. What I don't like about doing so is that you aren't really fixing the problem since whatever caused the problem is still there.
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Old 10-12-2016, 06:49 PM   #14
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I can't count the number of times I've restarted computers to "fix" a problem. What I don't like about doing so is that you aren't really fixing the problem since whatever caused the problem is still there.
I look at it as getting the computer into a known state so I can debug properly. Of course, the problem never occurs immediately, so you forget about it until it happens a couple of weeks later. And then you restart the computer to get into a known state ...
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