Kobo screen with problem

JexMcByte · 01-03-2011, 10:32 AM

I live in Brazil and bought a Kobo at borders on october, it arrive just before Christmas. So far everything was fine, been reading it everyday.
Yesterday I read a little before going to sleep. Today when I picked it up the screen was showing the cover of the book. After I turned it on the upper part of the screen is fine but the lower part has problems.

In the middel the image is fixed, looking like the cover of the book (about the width of a finger), bellow that the image is also fine (left side abot one third of the screen) but the rest show light grey bars.

I tryed turning it on an off but the problem remains. Also tryed reseting but nothing changed.

As I said the cover of the book was fine when I picked it up today, but after I turning it on, even if I turn it off I can't even get the cover right.

I noticed some people here had similar problems, but have anyone managed to get it solved withou returning the device ? I'm not sure Borders will pay for the international postage back...

taming · 01-03-2011, 12:39 PM

What happens when you turn all iterations of cover display off? That would mean changing the options in settings and perhaps also in how your "books" list appears.

What Kobo reader do you have--WiFi or original? What version of the firmware? Which desktop application do you use, and what version of that are you using?

The two versions of the reader don't seem to do resets the same way, in terms of what one has to do to get a truly clean install.

JexMcByte · 01-03-2011, 02:10 PM

Mine is Wifi, firmware is 1.8 (I think, with only half the screen is hard to walk around to check)
The desktop app I've used so far is Calibre.
I imagine that turning anything related to covers off will not help. hte screen is messed up in every place I go.

pholy · 01-03-2011, 02:20 PM

If you can post a picture it might help. There seem to be two possibilities: 1. the screen is cracked, or 2. the screen connector is slightly loose. Usually a crack would show diagonal jagged edges. I've never seen pictures of a confirmed loose connector, but I would guess the bad parts would be nicely rectangular, matching the dot array. Kobo should certainly replace the second, I'm not sure of the first.

JexMcByte · 01-03-2011, 02:51 PM

When I get hoem I'll take a picture.
But I can advance that the part in the middle that is fixed has a diagonal line, bellow dark above light.
The rest of the imageis formed by horizontal bars (grey) like barcodes, some parts the bars are vertical.
I do not think it's a crack, the turned off image was fine, just after I turned it on today and saw it messed up taht the off image is also messed.
Had it been a crack it would be messed before turning it on.

taming · 01-03-2011, 03:34 PM

A number of years ago, I bought some sort of techie toy in the US. When it developed a problem, I was surprised to find out that the warranty was good only in the country selling it and that I could not receive warranty based services unless the device was shipped to them from the US.

JexMcByte · 01-03-2011, 04:03 PM

Here is the picture

I imagine that I'll need to ship it to somewhere. The big problem is the high cost posting here

taming · 01-03-2011, 05:35 PM

My husband has had something similar. It happened when he tried to turn the reader off when it was plugged in and charging. I did a paperclip reset and it was healed. I am not saying you will have the same luck

. His reader was fully charged when i did it. I am not sure that makes any difference.

JexMcByte · 01-03-2011, 07:01 PM

Already tryed that. No luck. WIl leave it charging but I doubt it'll make any difference but doesn't hurt trying.

batkinson001 · 01-03-2011, 07:56 PM

Quote:

Originally Posted by JexMcByte

Here is the picture

reminds me of the screen problems I had with my first Nintendo Game Boy 20 years ago...

best guess would be a loose connector, I also have the black Wifi kobo but cannot figure out how to get it open to look at the hardware...

So far I have not had ANY issues (except freezing or hanging up on loading converted epub files, or trying to view TXT files) since I bought it on Dec 26th 2010...

JexMcByte · 01-03-2011, 08:07 PM

SO we've been using it for the same time. I bought mine on Oct, pre ordered, but only received it around xmas. Before this issue it was working fine.

Just tryed reset fully charged. Also tryed factory reset. The only change is that, after factory reset, I got time set (as expected) but not being able to see it all makes harder to move on.

taming · 01-03-2011, 09:49 PM

You might just have to try and return it. Manufacturer's defects happen--and they are covered under warranty--but doing it internationally has to be a huge challenge.

JexMcByte · 01-04-2011, 06:05 AM

I also opened a ticket at kobobooks and a custom care request at borders.
Havent receveied any feedback from any of them yet

taming · 01-04-2011, 07:36 AM

People with screen problems on the Get Satisfaction Kobo Support Board, which is "official" and staffed by Kobo employees, are reporting that readers returned to them that have manufacturers defects involving the screen are being replaced under warranty but that screens that have been damaged by the user are replaced for $70CAD.

If you don't have a response from Kobo in a few days, go to that board and recap with your ticket number. I have no idea how they handle return of readers from your country.

JexMcByte · 01-04-2011, 10:49 AM

Wonder how they decide the problem is manufacture defect or user related. Mine was workiing at night and not working in the morning.

Guess a ghost could have mishandled it somewhere

Jokes apart, I followed your link and posted a problem there also.
Thanks

01-03-2011, 10:32 AM	#1
JexMcByte Enthusiast Posts: 33 Karma: 10 Join Date: Jul 2010 Location: Brazil Device: Kobo Wifi, New Kindle Paperwhite	Kobo screen with problem I live in Brazil and bought a Kobo at borders on october, it arrive just before Christmas. So far everything was fine, been reading it everyday. Yesterday I read a little before going to sleep. Today when I picked it up the screen was showing the cover of the book. After I turned it on the upper part of the screen is fine but the lower part has problems. In the middel the image is fixed, looking like the cover of the book (about the width of a finger), bellow that the image is also fine (left side abot one third of the screen) but the rest show light grey bars. I tryed turning it on an off but the problem remains. Also tryed reseting but nothing changed. As I said the cover of the book was fine when I picked it up today, but after I turning it on, even if I turn it off I can't even get the cover right. I noticed some people here had similar problems, but have anyone managed to get it solved withou returning the device ? I'm not sure Borders will pay for the international postage back...

01-03-2011, 08:07 PM	#11
JexMcByte Enthusiast Posts: 33 Karma: 10 Join Date: Jul 2010 Location: Brazil Device: Kobo Wifi, New Kindle Paperwhite	SO we've been using it for the same time. I bought mine on Oct, pre ordered, but only received it around xmas. Before this issue it was working fine. Just tryed reset fully charged. Also tryed factory reset. The only change is that, after factory reset, I got time set (as expected) but not being able to see it all makes harder to move on. Last edited by JexMcByte; 01-03-2011 at 08:17 PM.

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01-03-2011, 12:39 PM	#2
taming Trying for calm & polite Posts: 4,012 Karma: 9455193 Join Date: May 2010 Location: Mostly in Canada Device: kobo original, WiFI, Touch, Glo, and Aura	What happens when you turn all iterations of cover display off? That would mean changing the options in settings and perhaps also in how your "books" list appears. What Kobo reader do you have--WiFi or original? What version of the firmware? Which desktop application do you use, and what version of that are you using? The two versions of the reader don't seem to do resets the same way, in terms of what one has to do to get a truly clean install.

01-03-2011, 02:10 PM	#3
JexMcByte Enthusiast Posts: 33 Karma: 10 Join Date: Jul 2010 Location: Brazil Device: Kobo Wifi, New Kindle Paperwhite	Mine is Wifi, firmware is 1.8 (I think, with only half the screen is hard to walk around to check) The desktop app I've used so far is Calibre. I imagine that turning anything related to covers off will not help. hte screen is messed up in every place I go.

01-03-2011, 02:20 PM	#4
pholy Booklegger Posts: 1,801 Karma: 7999816 Join Date: Jun 2009 Location: Toronto, Ontario, Canada Device: BeBook(1 & 2010), PEZ, PRS-505, Kobo BT, PRS-T1, Playbook, Kobo Touch	If you can post a picture it might help. There seem to be two possibilities: 1. the screen is cracked, or 2. the screen connector is slightly loose. Usually a crack would show diagonal jagged edges. I've never seen pictures of a confirmed loose connector, but I would guess the bad parts would be nicely rectangular, matching the dot array. Kobo should certainly replace the second, I'm not sure of the first.

01-03-2011, 02:51 PM	#5
JexMcByte Enthusiast Posts: 33 Karma: 10 Join Date: Jul 2010 Location: Brazil Device: Kobo Wifi, New Kindle Paperwhite	When I get hoem I'll take a picture. But I can advance that the part in the middle that is fixed has a diagonal line, bellow dark above light. The rest of the imageis formed by horizontal bars (grey) like barcodes, some parts the bars are vertical. I do not think it's a crack, the turned off image was fine, just after I turned it on today and saw it messed up taht the off image is also messed. Had it been a crack it would be messed before turning it on.

01-03-2011, 03:34 PM	#6
taming Trying for calm & polite Posts: 4,012 Karma: 9455193 Join Date: May 2010 Location: Mostly in Canada Device: kobo original, WiFI, Touch, Glo, and Aura	A number of years ago, I bought some sort of techie toy in the US. When it developed a problem, I was surprised to find out that the warranty was good only in the country selling it and that I could not receive warranty based services unless the device was shipped to them from the US.

01-03-2011, 04:03 PM	#7
JexMcByte Enthusiast Posts: 33 Karma: 10 Join Date: Jul 2010 Location: Brazil Device: Kobo Wifi, New Kindle Paperwhite	Here is the picture I imagine that I'll need to ship it to somewhere. The big problem is the high cost posting here

01-03-2011, 05:35 PM	#8
taming Trying for calm & polite Posts: 4,012 Karma: 9455193 Join Date: May 2010 Location: Mostly in Canada Device: kobo original, WiFI, Touch, Glo, and Aura	My husband has had something similar. It happened when he tried to turn the reader off when it was plugged in and charging. I did a paperclip reset and it was healed. I am not saying you will have the same luck . His reader was fully charged when i did it. I am not sure that makes any difference.

01-03-2011, 07:01 PM	#9
JexMcByte Enthusiast Posts: 33 Karma: 10 Join Date: Jul 2010 Location: Brazil Device: Kobo Wifi, New Kindle Paperwhite	Already tryed that. No luck. WIl leave it charging but I doubt it'll make any difference but doesn't hurt trying.

01-03-2011, 09:49 PM	#12
taming Trying for calm & polite Posts: 4,012 Karma: 9455193 Join Date: May 2010 Location: Mostly in Canada Device: kobo original, WiFI, Touch, Glo, and Aura	You might just have to try and return it. Manufacturer's defects happen--and they are covered under warranty--but doing it internationally has to be a huge challenge.

01-04-2011, 06:05 AM	#13
JexMcByte Enthusiast Posts: 33 Karma: 10 Join Date: Jul 2010 Location: Brazil Device: Kobo Wifi, New Kindle Paperwhite	I also opened a ticket at kobobooks and a custom care request at borders. Havent receveied any feedback from any of them yet

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01-04-2011, 07:36 AM	#14
taming Trying for calm & polite Posts: 4,012 Karma: 9455193 Join Date: May 2010 Location: Mostly in Canada Device: kobo original, WiFI, Touch, Glo, and Aura	People with screen problems on the Get Satisfaction Kobo Support Board, which is "official" and staffed by Kobo employees, are reporting that readers returned to them that have manufacturers defects involving the screen are being replaced under warranty but that screens that have been damaged by the user are replaced for $70CAD. If you don't have a response from Kobo in a few days, go to that board and recap with your ticket number. I have no idea how they handle return of readers from your country.

01-04-2011, 10:49 AM	#15
JexMcByte Enthusiast Posts: 33 Karma: 10 Join Date: Jul 2010 Location: Brazil Device: Kobo Wifi, New Kindle Paperwhite	Wonder how they decide the problem is manufacture defect or user related. Mine was workiing at night and not working in the morning. Guess a ghost could have mishandled it somewhere Jokes apart, I followed your link and posted a problem there also. Thanks