H2O Screen Locks Up After Sleeping

[camelriders]

I got an email from Kobo support today but have not responded yet.

They asked a few questions then gave me the procedures to update to fw 3.11.0, then almost 1.5 hours later I got a follow-up email apologizing for the first email and said they need me to answer a few questions... I guess they thought telling people to update their firmware 1st is not the best thing and may aggravate customers.

Of course, why would I get aggravated, I mean it's logical to upgrade the firmware first to fix a problem the firmware does not address.

[murg]

Originally Posted by camelriders

I got an email from Kobo support today but have not responded yet.

They asked a few questions then gave me the procedures to update to fw 3.11.0, then almost 1.5 hours later I got a follow-up email apologizing for the first email and said they need me to answer a few questions... I guess they thought telling people to update their firmware 1st is not the best thing and may aggravate customers.

Of course, why would I get aggravated, I mean it's logical to upgrade the firmware first to fix a problem the firmware does not address.

From what you are saying, Kobo gave you instructions on how to force an update to 3.11. Could you please share that with us.

[camelriders]

Originally Posted by murg

From what you are saying, Kobo gave you instructions on how to force an update to 3.11. Could you please share that with us.

Sorry, getting this message a little late and it probably does not matter anymore as the release is public, but here is what they sent me:


[Link deleted - MODERATOR]

2.Connect your Kobo Touch to your computer and choose "Connect" on the screen.

3.The device should show "Connected and Charging".

4.Unzip the contents of the downloaded file. There should be the following items:
a.KoboRoot.tgz
b.manifest.md5sum
c.upgrade (folder)

5.Do not unzip any other files.

6.Copy these 2 files and folder to your device's .kobo folder (note the leading period)
a.To navigate to this folder on Mac: ⌘+SHIFT+G and type /Volumes/KOBOeReader/.kobo/
b.To navigate to this folder on Windows: ### Open My Computer and choose the drive your device is connected to. ### In the menu open Folder and Search Options### Choose the View tab### Under "Hidden files and folders" click on "Show hidden files, folders, and drives"### Hit OK### The .kobo folder should now be visible

7.Safely eject the device from your computer

8.The device should recognize the upgrade package and display the upgrading screens

9.You should then see the home screen and the upgrade process is complete

Sincerely,
The Kobo Team

[sharphamster]

How did this work out in the end? Did the FW update fix your problem, camelriders?

My H20 started doing this yesterday. Once it goes to sleep, only a pinhole reset will wake it. The button is completely non-responsive, and auto-wake doesn't work.

I've tried signing in and out, the software factory reset, and 2 hardware factory resets, upgrading to 3.11 both thru the desktop and manually. Oddly, the new Header/Footer option in 'Reading' settings is always absent after the FW upgrade.

- No SD card
- No patches
- Only 5 Kobo-purchased books on the device, synced w/ the desktop app
- I haven't synced with Calibre since the resets

Any help would be appreciated.

[Iefmathias]

A long shot, but... have you enabled the option where you display the book cover full screen when in sleep mode? My H2O did funky stuff too when that option was enabled (turning completely off instead of sleep mode, etc...)

[sharphamster]

Tried book cover size both ways and the button is still non-responsive.

Just got off the phone with Kobo and they will send a replacement H20. There was no lengthy troubleshooting regimen, so this must be a known issue. Told the Rep I'd done a Factory reset 3 times and she immediately said it needed replacing.

[robko]

Originally Posted by Iefmathias

A long shot, but... have you enabled the option where you display the book cover full screen when in sleep mode? My H2O did funky stuff too when that option was enabled (turning completely off instead of sleep mode, etc...)

That's not normal. Mine has been on full screen cover since I got it and I've never had any issues.

[camelriders]

Originally Posted by sharphamster

How did this work out in the end? Did the FW update fix your problem, camelriders?

My H20 started doing this yesterday. Once it goes to sleep, only a pinhole reset will wake it. The button is completely non-responsive, and auto-wake doesn't work.

I've tried signing in and out, the software factory reset, and 2 hardware factory resets, upgrading to 3.11 both thru the desktop and manually. Oddly, the new Header/Footer option in 'Reading' settings is always absent after the FW upgrade.

- No SD card
- No patches
- Only 5 Kobo-purchased books on the device, synced w/ the desktop app
- I haven't synced with Calibre since the resets

Any help would be appreciated.

No, a firmware update never fixed the problem.

At first, they kept telling me it was the books I have installed and they wanted me to send them copies of the books I had installed, however, they were not listening to me as the device locked up with no books installed.

I noticed that when I used a cover that puts the device to sleep when you close it, the device always seemed to wake up with zero issues, however, if you just let the device sleep on it's own, it always locked up after some time went by - I could always use the button to power-off the device and then power back on to get it working again.

In the end, the sent me another unit and this one has no issues at all, so apparently, replacing the hardware is the solution.

[sharphamster]

Originally Posted by camelriders

No, a firmware update never fixed the problem.

At first, they kept telling me it was the books I have installed and they wanted me to send them copies of the books I had installed, however, they were not listening to me as the device locked up with no books installed.

I noticed that when I used a cover that puts the device to sleep when you close it, the device always seemed to wake up with zero issues, however, if you just let the device sleep on it's own, it always locked up after some time went by - I could always use the button to power-off the device and then power back on to get it working again.

In the end, the sent me another unit and this one has no issues at all, so apparently, replacing the hardware is the solution.

Thanks for the reply, camelrisders. Good to hear you're happy with the replacement H20, too.

My button would become useless once it automatically went to sleep, and only resetting with a paperclip would wake it. Factory resets also had no effect.

My replacement was delivered from Kobo 4 days after my initial CS contact, and I'm happy to say I got another excellent screen.