Glo Anyone else unable to complete their setup?

SunnyTeLight · 01-28-2013, 01:01 PM

Bought a Glo for my wife this weekend and wasn't able to set it up. Wireless setup came up with an error when checking for updates and the desktop app gives an "Something unexpected happened while we were setting up your eReader and we need to try again." error after login. I tried 3 different computers (3 different operating systems), then tried tethering my phone just incase the firewall on my router was causing issues and finally even tried it at work. Same problem everywhere.

After spending an hour with tech support trying everything I had already tried again, they gave up and had to escalate it. I am waiting to hear back from them. With nothing else to try I returned the unit and got another. Still same problem. I am pretty convinced it has to be something on their end.

I thought about trying to insert a user to bypass the setup but this is for my wife and I just want it to be easy for her. I want her to be able to buy books off the store.

Anyways just curious if anyone else recently has had similar problems trying to setup their device? I am in Canada in case that matters.

Joe563 · 01-28-2013, 01:42 PM

Quote:

Originally Posted by SunnyTeLight

Bought a Glo for my wife this weekend and wasn't able to set it up. Wireless setup came up with an error when checking for updates and the desktop app gives an "Something unexpected happened while we were setting up your eReader and we need to try again." error after login. I tried 3 different computers (3 different operating systems), then tried tethering my phone just incase the firewall on my router was causing issues and finally even tried it at work. Same problem everywhere.

After spending an hour with tech support trying everything I had already tried again, they gave up and had to escalate it. I am waiting to hear back from them. With nothing else to try I returned the unit and got another. Still same problem. I am pretty convinced it has to be something on their end.

I thought about trying to insert a user to bypass the setup but this is for my wife and I just want it to be easy for her. I want her to be able to buy books off the store.

Anyways just curious if anyone else recently has had similar problems trying to setup their device? I am in Canada in case that matters.

Does your Kobo password contain special characters such as @ or &? If so, change your password so that it only contains numbers and letters.

SunnyTeLight · 01-28-2013, 01:44 PM

Nope, I already tried that solution. When I was with tech support we even changed the password to kobo123 without any luck.

rashkae · 01-28-2013, 04:07 PM

Have you tried creating a completely new Kobo account associated with a new e-mail address? That would at least rule out the problem being some kind of baggage carried over on a previous account.

SunnyTeLight · 01-28-2013, 04:30 PM

Yes. My wife didn't have an account so I started off by creating one for her. After that didn't work I had her try with her facebook, which didn't work as well. At a later point I tried creating an account of my own (within the setup this time) and still got the same error.

SunnyTeLight · 01-30-2013, 12:16 PM

So after 2 days I finally heard back from Kobo support. They wanted to know the exact version number of my mac book before they could help me any further. I waited over 2 days for a more or less irrelevant question since I have the same problem on my two windows machines and over the wireless without the computer.

Anyways I returned the Kobo today and I am going to get one from a different store, hopefully some place that will let me try setting it up before I leave. Maybe Walmart had a bad batch or I was just really unlucky to get two readers that didn't work.

SunnyTeLight · 01-30-2013, 07:23 PM

Just picked up a new Glo from Indigo and it setup without any problems. Guess just bad luck and got two duds in a row.

crackt · 01-31-2013, 02:54 AM

sounds like i have the exact same issues. i bought a glo from walmart yesterday. wife tried setting it up on her mac. it failed always at the login. she gave it to me to setup for her and ive tried everything. almost same testing methodology. setup has been attempted on a mac, 2 pcs with different windows versions, thru 2 routers and tethered thru my cell phone. setup either fails with a network error (i think it actually says oops. haha) or it will loop at the sign in on the computer. ive tried 2 kobo accounts and a facebook account as well. same error on all 4 firmware versions i tried. i also tried formatting the accessible storage under windows... no change. the only way i could access the home page was to inject a user "foo" into the sqlite database but this only allowed offline use. absolutely no way to link an account with this device.

crackt out,.

cghipp · 01-31-2013, 03:41 AM

I had a very similar problem with the Glo I bought and it was due to a faulty device. I took it back to the bookstore and they exchanged it immediately, no questions asked. When I got home, the setup was so easy and straightforward that it removed all doubt about the previous device. But it's such a bummer when you get home with a new "toy" that you've excited about, and you can't get it to work!

Mrs_Often · 01-31-2013, 06:59 AM

It could also just be due to a connection error with Kobo's servers. In other words, something wrong with Kobo's servers. Mark W had this problem as well, and was solved by using a firmware version downloaded from elsewhere instead of from Kobo: https://www.mobileread.com/forums/sho...60&page=13#189

crackt · 02-03-2013, 11:26 PM

so as an update i think i have a theory on this one. i returned to walmart to exchange the glo. it was not an issue and the electronics rep grabbed me the last one they had. it was black while the first one was white with a red back. the wife liked the first one better. anyways, the rep then escorted me to customer service with it to do the exchange. which was basically a signature and then i walked out. now comes my theory... the first purchase included a demagnetization which i think was unnecessary and fried the internals. the second glo was not demagnetized but escorted to the front and it worked perfectly as soon as i plugged it in. i sure wish i had my 4 frustrated hours back. haha.

crackt out,.

SunnyTeLight · 02-08-2013, 10:50 AM

That is a pretty interesting theory haha. I remember them demagnetizing my first one but the second they brought it to the front for me so I don't know if they demagnetized it before or hand or not.

At least you only wasted about 4 hrs, pretty sure I wasted about 8.

01-30-2013, 12:16 PM	#6
SunnyTeLight Junior Member Posts: 6 Karma: 10 Join Date: Jan 2013 Device: Kobo Glo	So after 2 days I finally heard back from Kobo support. They wanted to know the exact version number of my mac book before they could help me any further. I waited over 2 days for a more or less irrelevant question since I have the same problem on my two windows machines and over the wireless without the computer. Anyways I returned the Kobo today and I am going to get one from a different store, hopefully some place that will let me try setting it up before I leave. Maybe Walmart had a bad batch or I was just really unlucky to get two readers that didn't work. Last edited by SunnyTeLight; 01-30-2013 at 07:22 PM.

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01-28-2013, 01:01 PM	#1
SunnyTeLight Junior Member Posts: 6 Karma: 10 Join Date: Jan 2013 Device: Kobo Glo	Anyone else unable to complete their setup? Bought a Glo for my wife this weekend and wasn't able to set it up. Wireless setup came up with an error when checking for updates and the desktop app gives an "Something unexpected happened while we were setting up your eReader and we need to try again." error after login. I tried 3 different computers (3 different operating systems), then tried tethering my phone just incase the firewall on my router was causing issues and finally even tried it at work. Same problem everywhere. After spending an hour with tech support trying everything I had already tried again, they gave up and had to escalate it. I am waiting to hear back from them. With nothing else to try I returned the unit and got another. Still same problem. I am pretty convinced it has to be something on their end. I thought about trying to insert a user to bypass the setup but this is for my wife and I just want it to be easy for her. I want her to be able to buy books off the store. Anyways just curious if anyone else recently has had similar problems trying to setup their device? I am in Canada in case that matters.

01-28-2013, 01:44 PM	#3
SunnyTeLight Junior Member Posts: 6 Karma: 10 Join Date: Jan 2013 Device: Kobo Glo	Nope, I already tried that solution. When I was with tech support we even changed the password to kobo123 without any luck.

01-28-2013, 04:07 PM	#4
rashkae Wizard Posts: 1,141 Karma: 5061953 Join Date: Jun 2011 Location: Ontario, Canada Device: Kobo Aura HD	Have you tried creating a completely new Kobo account associated with a new e-mail address? That would at least rule out the problem being some kind of baggage carried over on a previous account.

01-28-2013, 04:30 PM	#5
SunnyTeLight Junior Member Posts: 6 Karma: 10 Join Date: Jan 2013 Device: Kobo Glo	Yes. My wife didn't have an account so I started off by creating one for her. After that didn't work I had her try with her facebook, which didn't work as well. At a later point I tried creating an account of my own (within the setup this time) and still got the same error.

01-30-2013, 07:23 PM	#7
SunnyTeLight Junior Member Posts: 6 Karma: 10 Join Date: Jan 2013 Device: Kobo Glo	Just picked up a new Glo from Indigo and it setup without any problems. Guess just bad luck and got two duds in a row.

01-31-2013, 02:54 AM	#8
crackt Junior Member Posts: 2 Karma: 10 Join Date: Jan 2013 Device: glo	sounds like i have the exact same issues. i bought a glo from walmart yesterday. wife tried setting it up on her mac. it failed always at the login. she gave it to me to setup for her and ive tried everything. almost same testing methodology. setup has been attempted on a mac, 2 pcs with different windows versions, thru 2 routers and tethered thru my cell phone. setup either fails with a network error (i think it actually says oops. haha) or it will loop at the sign in on the computer. ive tried 2 kobo accounts and a facebook account as well. same error on all 4 firmware versions i tried. i also tried formatting the accessible storage under windows... no change. the only way i could access the home page was to inject a user "foo" into the sqlite database but this only allowed offline use. absolutely no way to link an account with this device. crackt out,.

01-31-2013, 03:41 AM	#9
cghipp Zealot Posts: 146 Karma: 2479520 Join Date: Dec 2011 Location: South Cackalacky Device: Sony PRS-T1, Kobo Glo	I had a very similar problem with the Glo I bought and it was due to a faulty device. I took it back to the bookstore and they exchanged it immediately, no questions asked. When I got home, the setup was so easy and straightforward that it removed all doubt about the previous device. But it's such a bummer when you get home with a new "toy" that you've excited about, and you can't get it to work!

01-31-2013, 06:59 AM	#10
Mrs_Often Wizard Posts: 1,775 Karma: 2694823 Join Date: Dec 2011 Location: The Netherlands Device: Kobo Touch, Glo, Clara HD	It could also just be due to a connection error with Kobo's servers. In other words, something wrong with Kobo's servers. Mark W had this problem as well, and was solved by using a firmware version downloaded from elsewhere instead of from Kobo: https://www.mobileread.com/forums/sho...60&page=13#189

02-03-2013, 11:26 PM	#11
crackt Junior Member Posts: 2 Karma: 10 Join Date: Jan 2013 Device: glo	so as an update i think i have a theory on this one. i returned to walmart to exchange the glo. it was not an issue and the electronics rep grabbed me the last one they had. it was black while the first one was white with a red back. the wife liked the first one better. anyways, the rep then escorted me to customer service with it to do the exchange. which was basically a signature and then i walked out. now comes my theory... the first purchase included a demagnetization which i think was unnecessary and fried the internals. the second glo was not demagnetized but escorted to the front and it worked perfectly as soon as i plugged it in. i sure wish i had my 4 frustrated hours back. haha. crackt out,.

02-08-2013, 10:50 AM	#12
SunnyTeLight Junior Member Posts: 6 Karma: 10 Join Date: Jan 2013 Device: Kobo Glo	That is a pretty interesting theory haha. I remember them demagnetizing my first one but the second they brought it to the front for me so I don't know if they demagnetized it before or hand or not. At least you only wasted about 4 hrs, pretty sure I wasted about 8.

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