Touch Setup not working - Frustrated!! - Page 3

mdclements · 10-05-2011, 06:31 AM

Quote:

Originally Posted by kiwipippa

The other unit is not working either. It connects to the kobo desktop, downloads and installs new firmware, asks for account details then says "Opps, lets try that again, something unexpected happened during setup" - no sync takes place and even if you press "Try again" it still will not sync.

Would you be able to post a new debug log with a device going through setup? Thanks for your help

pjb · 10-05-2011, 06:54 AM

My Kobo Touch not setting up either, but I have emailed AND have rung the Kobo help line (in Canada) via Whitcoulls website and they are looking into it - it may be a day or two though.

?
I know they can work too, as I tested one out in Whitcoulls as well. So what's up with mine???

kiwipippa · 10-05-2011, 02:26 PM

Quote:

Originally Posted by mdclements

Would you be able to post a new debug log with a device going through setup? Thanks for your help

Thanks, yes I will do this tonight - sammerh has asked for it. Canada will be asleep by the time I do it so you'll get it in the morning.

Quote:

Originally Posted by pjb

My Kobo Touch not setting up either, but I have emailed AND have rung the Kobo help line (in Canada) via Whitcoulls website and they are looking into it - it may be a day or two though.

?
I know they can work too, as I tested one out in Whitcoulls as well. So what's up with mine???

pjb, you probably have the same problem as the rest of us. Whitcoulls are warning some people about it and if you ring Whitcoulls HO they will tell you.

Kobo thought the problem was fixed but it is still happening to me, and if it is still happening to you as well then it probably isn't fixed.

The one in the shop was in demo mode with no connection to a kobo account so that is why it still works. To get yourself reading by skipping the setup, read this thread:
https://www.mobileread.com/forums/sho...d.php?t=152317

redweka · 10-05-2011, 05:01 PM

Keep Calm and Carry On. That's my English heritage for you. Thanks for the various advice on setting up an alternative reading method via skipping setup but unfortunately I'm a fairly average retard who likes to plug something in and flick an "on" button. I don't mind idiosyncrasies, to a point.

This appears to be a NZ problem, correct me if I am wrong. So the majority of worldwide satisfied kobo users should be aware that their good experience or ability to work around glitches with their device mean zero to new kobo users here.

Progress: no change this morning and the reader now has a book preview frozen to the screen when turned off. Please tell me if this is normal.

I have plenty of other hobbies to keep me occupied meantime, rest assured. I won't go insane until Friday!

kiwipippa · 10-06-2011, 12:14 AM

Quote:

Originally Posted by mdclements

Would you be able to post a new debug log with a device going through setup? Thanks for your help

mdclements - have sent this through to sameerh by PM. Copied here FYI (spoiler tag used because it is long):

Spoiler:

Any help, please advise. Whitcoulls have posted this on their website:

"Please note that we are currently experiencing technical issues with Kobo eReaders and we are in the process of liaising with Kobo to resolve this ASAP."

mdclements · 10-07-2011, 06:32 PM

Hi everyone,
We have updated the version of the desktop software available at kobosetup.com. If you could re-download the software you should be able to activate your devices.

kiwipippa · 10-07-2011, 09:03 PM

Quote:

Originally Posted by mdclements

Hi everyone,
We have updated the version of the desktop software available at kobosetup.com. If you could re-download the software you should be able to activate your devices.

Thanks, confirming that this is now working. Login using your Whitcoulls account details.

Happy kobo users in our house again

JMD1970 · 01-13-2012, 08:37 AM

Hello New Zealand!

I realize that this post is pretty old, but I just wanted to put in my 2 cents.

I'm from Nova Scotia, Canada. It's now January of 2012, and Kobo STILL has the same problems with upgrades/setups.

The third trip to Future Shop to exchange the defective reader was a bust, as we were told by a manager that they'd had so many returns, there were no more Vox's left in the province, and this was only 8 days after Christmas!

We stubbornly decided to give the product a third try, but had to wait another 5 days for the new stock to arrive.

With fingers crossed and bated breath, we charged the reader, but have been staring at that old familiar screen ("tablet upgrade error") for the last 24 hours.

We've tried 5 different wi-fi's, three of them T3's. We've reset our wi-fi, firewall, and Administrative accounts on the computer.

Kobo customer service, and their tier 2 team have been no help whatsoever.

Our final, and disgusted, determination of this product and the company? It SUCKS!!!!!!!!!!!

It's really depressing to think that not only has this company let down its North American customers, but that it disappointed its international customers first.

Now if you'll excuse me, I'm off to the store, for the 5th time, to return this expensive piece of garbage

, and then to Coles Books...at least you don't have to wait 2 and a half weeks to update a paperback!

Joyce

PeterT · 01-13-2012, 09:18 AM

Did you try to do a reset on the unit? I (and others) saw this issue and what worked GREAT was to power the unit OFF, then, while holding the volume+ switch on the side, do a power on.

This resets the unit, after which I (and others) had no problems with the upgrade.

JMD1970 · 01-13-2012, 09:33 PM

Hello Peter,

Thanks for answering! And I have done so many factory resets, and soft resets, that I have permanent dents in my fingers.

I did three resets for the first reader while speaking with a Kobo rep on the phone. When I had the second reader I did four or five resets with no problems, but no results either. Then, when I tried to do the last reset, it wouldn't work! We called the store where we had exchanged it, and the clerk there told us to take the back of the Vox apart and look for the second reset button by the battery.

None of the factory resets helped on any of the three Vox readers. I think it's an incompatible file, or a corrupted file that is causing the issue with the networks in Nova Scotia. As I said in the first post, we tried 5 different networks, and they were with two different providers.

It just strikes me as odd that it was the exact same issue on three Vox readers, and all within a three week period.

PeterT · 01-13-2012, 09:47 PM

Thats bizarre! I gave my wife a Vox for christmas and we did the unwrapping at a friends house. He had just enabled WiFi for his sister-in-law and we tried to do the setup of her Vox.

We got stuck at the updating, and were prepared to give up.

I came to MR and found the threads on update issues and tried the volume+ trick. The key with that was to ensure that the Vox was turned fully off. I think that was hold down the power switch until a prompt came up on the screen.

At that point, I did the vol + / power on trick; it did a reset and now it worked like a charm.

xpatjock · 06-02-2012, 07:50 AM

Had the same issue Xmas 2011. Tried my PC (Wind7), and two others (XP/Vista) on differnt wifi nets with no success. Then I borrowed my daughters MacBook. The setup ran all the way thru in just a few minutes.

Now I've had to factory reset the KTouch and am back to the beginning, different Windows machines, different networks, no success. The helpline has had ne tick every box along the way, with screendumps, debugs, etc, including disabling my firewall software again with no success.
So I am off to a colleagues home to try his iMac...

Maybe Kobo should work with MS to find out exactly what the incompatibility is.

06-02-2012, 07:50 AM	#42
xpatjock Junior Member Posts: 1 Karma: 10 Join Date: Jun 2012 Device: KOBO Touch	Hate to say it but... use an Apple Had the same issue Xmas 2011. Tried my PC (Wind7), and two others (XP/Vista) on differnt wifi nets with no success. Then I borrowed my daughters MacBook. The setup ran all the way thru in just a few minutes. Now I've had to factory reset the KTouch and am back to the beginning, different Windows machines, different networks, no success. The helpline has had ne tick every box along the way, with screendumps, debugs, etc, including disabling my firewall software again with no success. So I am off to a colleagues home to try his iMac... Maybe Kobo should work with MS to find out exactly what the incompatibility is.

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10-05-2011, 06:54 AM	#32
pjb Junior Member Posts: 1 Karma: 10 Join Date: Oct 2011 Device: kbob touch	My Kobo Touch not setting up either, but I have emailed AND have rung the Kobo help line (in Canada) via Whitcoulls website and they are looking into it - it may be a day or two though. ? I know they can work too, as I tested one out in Whitcoulls as well. So what's up with mine???

10-05-2011, 05:01 PM	#34
redweka Member Posts: 15 Karma: 10 Join Date: Oct 2011 Device: kobo touch	Keep Calm and Carry On. That's my English heritage for you. Thanks for the various advice on setting up an alternative reading method via skipping setup but unfortunately I'm a fairly average retard who likes to plug something in and flick an "on" button. I don't mind idiosyncrasies, to a point. This appears to be a NZ problem, correct me if I am wrong. So the majority of worldwide satisfied kobo users should be aware that their good experience or ability to work around glitches with their device mean zero to new kobo users here. Progress: no change this morning and the reader now has a book preview frozen to the screen when turned off. Please tell me if this is normal. I have plenty of other hobbies to keep me occupied meantime, rest assured. I won't go insane until Friday!

10-07-2011, 06:32 PM	#36
mdclements Kobo Developer Posts: 75 Karma: 113085 Join Date: Oct 2010 Device: Kobo	Hi everyone, We have updated the version of the desktop software available at kobosetup.com. If you could re-download the software you should be able to activate your devices.

01-13-2012, 08:37 AM	#38
JMD1970 Junior Member Posts: 5 Karma: 10 Join Date: Jan 2012 Device: Kobo Vox	Hello New Zealand! I realize that this post is pretty old, but I just wanted to put in my 2 cents. I'm from Nova Scotia, Canada. It's now January of 2012, and Kobo STILL has the same problems with upgrades/setups. The third trip to Future Shop to exchange the defective reader was a bust, as we were told by a manager that they'd had so many returns, there were no more Vox's left in the province, and this was only 8 days after Christmas! We stubbornly decided to give the product a third try, but had to wait another 5 days for the new stock to arrive. With fingers crossed and bated breath, we charged the reader, but have been staring at that old familiar screen ("tablet upgrade error") for the last 24 hours. We've tried 5 different wi-fi's, three of them T3's. We've reset our wi-fi, firewall, and Administrative accounts on the computer. Kobo customer service, and their tier 2 team have been no help whatsoever. Our final, and disgusted, determination of this product and the company? It SUCKS!!!!!!!!!!! It's really depressing to think that not only has this company let down its North American customers, but that it disappointed its international customers first. Now if you'll excuse me, I'm off to the store, for the 5th time, to return this expensive piece of garbage , and then to Coles Books...at least you don't have to wait 2 and a half weeks to update a paperback! Joyce

01-13-2012, 09:18 AM	#39
PeterT Grand Sorcerer Posts: 13,532 Karma: 78910202 Join Date: Nov 2007 Location: Toronto Device: Libra H2O, Libra Colour	Did you try to do a reset on the unit? I (and others) saw this issue and what worked GREAT was to power the unit OFF, then, while holding the volume+ switch on the side, do a power on. This resets the unit, after which I (and others) had no problems with the upgrade.

01-13-2012, 09:33 PM	#40
JMD1970 Junior Member Posts: 5 Karma: 10 Join Date: Jan 2012 Device: Kobo Vox	Hello Peter, Thanks for answering! And I have done so many factory resets, and soft resets, that I have permanent dents in my fingers. I did three resets for the first reader while speaking with a Kobo rep on the phone. When I had the second reader I did four or five resets with no problems, but no results either. Then, when I tried to do the last reset, it wouldn't work! We called the store where we had exchanged it, and the clerk there told us to take the back of the Vox apart and look for the second reset button by the battery. None of the factory resets helped on any of the three Vox readers. I think it's an incompatible file, or a corrupted file that is causing the issue with the networks in Nova Scotia. As I said in the first post, we tried 5 different networks, and they were with two different providers. It just strikes me as odd that it was the exact same issue on three Vox readers, and all within a three week period.

01-13-2012, 09:47 PM	#41
PeterT Grand Sorcerer Posts: 13,532 Karma: 78910202 Join Date: Nov 2007 Location: Toronto Device: Libra H2O, Libra Colour	Thats bizarre! I gave my wife a Vox for christmas and we did the unwrapping at a friends house. He had just enabled WiFi for his sister-in-law and we tried to do the setup of her Vox. We got stuck at the updating, and were prepared to give up. I came to MR and found the threads on update issues and tried the volume+ trick. The key with that was to ensure that the Vox was turned fully off. I think that was hold down the power switch until a prompt came up on the screen. At that point, I did the vol + / power on trick; it did a reset and now it worked like a charm.

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