Problem with (some) Kobo downloads

KathyJM · 08-10-2017, 09:49 AM

I purchased 4 ebooks from Kobo (all the same author/series). I downloaded them (direct from their website, I don't use their Kobo desktop). 3 of the 4 appear to be corrupt/faulty. Each page displays only 1 or 2 lines (at the top and bottom of the page) making reading very frustrating.
This happens whether I try to read via Calibre on my laptop, on my Kobo reader, or my Android tablet.

I contacted Kobo, who said I should repair the account from the reader and with the desktop app. I did this as they instructed, to no avail.

i them downloaded ADE onto a totally separate PC and downloaded the books from my account again, the result was the same fault.

Any suggestions as to a fix? I have asked for a refund but Kobo are ignoring that question ...

Blossom · 08-10-2017, 11:53 AM

Ask for them to check the books content on their end. I had this happen before and it was on their end. There's no fix because it's a publisher issue. They will refund your money.

The book I had it happen with was Hit Reply by Rocki St Claire. I told the author about it she sent me a physical copy signed and Kobo refunded my money.

Sent from my XT1528

JSWolf · 08-11-2017, 03:24 PM

What books are these? Do they have DRM? If they don't have DRM or you can strip the DRM, then you can load them into Calibre and then have a look with the editor to see what might be wrong. It could be something simple to fix.

KathyJM · 08-14-2017, 01:42 PM

Quote:

Originally Posted by JSWolf

What books are these? Do they have DRM? If they don't have DRM or you can strip the DRM, then you can load them into Calibre and then have a look with the editor to see what might be wrong. It could be something simple to fix.

They are 3 of the 'Angel' series by Mike Ripley (I bought 4, the other one is fine.)

They have DRM. I have the Calibre plug-in to strip the DRM, but the issue occurs before I pull the files into Calibre.

HarryT · 08-14-2017, 01:54 PM

Is text actually missing, or is it just extra space that's being inserted? If the latter, it should be easy to fix in Calibre's editor.

JSWolf · 08-14-2017, 05:58 PM

Quote:

Originally Posted by KathyJM

They are 3 of the 'Angel' series by Mike Ripley (I bought 4, the other one is fine.)

They have DRM. I have the Calibre plug-in to strip the DRM, but the issue occurs before I pull the files into Calibre.

Put them in Calibre and then use the editor to have a look at them and see if you can figure out what's wrong.

If you cannot figure out what's wrong, you can try the ScrambleEBook plugin and if after scrambling and the problem still shows, you can post the scrambled ePub and someone can take a look at it.

JSWolf · 08-14-2017, 07:04 PM

I once downloaded an eBook direct from Simon & Schuster. The eBook displayed as though there was no CSS. There was no easy way to contact someone to request a refund or a working copy. Fortunately I was able to remove the DRM and see that the CSS had errors. I was able to fix the CSS and get the eBook to display as it should.

KathyJM · 08-17-2017, 02:43 PM

I contacted the CEO of Kobo and had an email back from their Director of Customer Care within hours. They phoned the next day (their time zone is 4 hours behind mine) and arranged to remove the corrupted books from the Kobo website and replace them with good versions.
I have now downloaded these and all is fine.
Problem solved! (but you shouldn't have to go to the top in this way)

08-10-2017, 09:49 AM	#1
KathyJM Enthusiast Posts: 43 Karma: 10 Join Date: Sep 2011 Location: UK Device: Kobo Library H2O	Problem with (some) Kobo downloads I purchased 4 ebooks from Kobo (all the same author/series). I downloaded them (direct from their website, I don't use their Kobo desktop). 3 of the 4 appear to be corrupt/faulty. Each page displays only 1 or 2 lines (at the top and bottom of the page) making reading very frustrating. This happens whether I try to read via Calibre on my laptop, on my Kobo reader, or my Android tablet. I contacted Kobo, who said I should repair the account from the reader and with the desktop app. I did this as they instructed, to no avail. i them downloaded ADE onto a totally separate PC and downloaded the books from my account again, the result was the same fault. Any suggestions as to a fix? I have asked for a refund but Kobo are ignoring that question ...

08-10-2017, 11:53 AM	#2
Blossom Treasure Seeker Posts: 18,708 Karma: 26026435 Join Date: Mar 2010 Device: Kobo HD Glo, Kindles, Kindle Fires, Andriod Devices	Ask for them to check the books content on their end. I had this happen before and it was on their end. There's no fix because it's a publisher issue. They will refund your money. The book I had it happen with was Hit Reply by Rocki St Claire. I told the author about it she sent me a physical copy signed and Kobo refunded my money. Sent from my XT1528 Last edited by Blossom; 08-10-2017 at 11:57 AM.

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08-11-2017, 03:24 PM	#3
JSWolf Resident Curmudgeon Posts: 79,758 Karma: 145864619 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	What books are these? Do they have DRM? If they don't have DRM or you can strip the DRM, then you can load them into Calibre and then have a look with the editor to see what might be wrong. It could be something simple to fix.

08-14-2017, 01:54 PM	#5
HarryT eBook Enthusiast Posts: 85,544 Karma: 93383099 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	Is text actually missing, or is it just extra space that's being inserted? If the latter, it should be easy to fix in Calibre's editor.

08-14-2017, 07:04 PM	#7
JSWolf Resident Curmudgeon Posts: 79,758 Karma: 145864619 Join Date: Nov 2006 Location: Roslindale, Massachusetts Device: Kobo Libra 2, Kobo Aura H2O, PRS-650, PRS-T1, nook STR, PW3	I once downloaded an eBook direct from Simon & Schuster. The eBook displayed as though there was no CSS. There was no easy way to contact someone to request a refund or a working copy. Fortunately I was able to remove the DRM and see that the CSS had errors. I was able to fix the CSS and get the eBook to display as it should.

08-17-2017, 02:43 PM	#8
KathyJM Enthusiast Posts: 43 Karma: 10 Join Date: Sep 2011 Location: UK Device: Kobo Library H2O	I contacted the CEO of Kobo and had an email back from their Director of Customer Care within hours. They phoned the next day (their time zone is 4 hours behind mine) and arranged to remove the corrupted books from the Kobo website and replace them with good versions. I have now downloaded these and all is fine. Problem solved! (but you shouldn't have to go to the top in this way)