Cannot Connet to WiFi to Set Up Vox - Kobo Server Down?

kobogirl · 11-08-2011, 12:56 PM

I just received my new Kobo Vox in the mail today. I plugged it in and started the setup process but could not connect to my WiFi account. I called Kobo Support and they told me that their server is having problems and that is why I can't connect. It could be a day or two before I can connect to WiFi and set up my Vox.

This sounds very strange to me. Anyone else having these problems?

estelle58 · 11-08-2011, 01:52 PM

Yes, I have also have problems

KoboJW · 11-08-2011, 02:08 PM

Are you saying that you cannot connect to Wifi, or that once connected that you cannot connect to the server to download the update and/or sign in?

I am updating a Vox right now, so our servers are definitely not down.

James

kobogirl · 11-08-2011, 02:16 PM

I cannot connect to WiFi. Consequently, I cannot complete the setup process.

The email response from Kobo (in response to my phone call) said that they are having "systems issues." I then noticed that someone on the kobo facebook forum has been having similar problems completing her Kobo Touch setup and has been told what I've been told: system problems.

But other people seem to be accessing WiFi just fine. Strange, right?

KoboJW · 11-08-2011, 03:10 PM

Connecting to Wifi has nothing to do with our servers, so I'm confused as to why Customer Support would say such a thing to you. Regardless, can you tell me what you are seeing when you try to connect? A couple of thing to take note of - our setup app does not work with Enterprise security wifi or public wifi that requires a login via a browser (like airport of many hotels). Additionally, if you are connecting to a WEP network you will not get error messaging back if you enter the wrong password - it will simply fail to connect you. So be sure to double check your password.

James

kobogirl · 11-08-2011, 03:16 PM

It prompts me to connect to a wifi network. Our network appears in the list. Our connection is not WEP, however. It is secured with WPA/WPA2 PSK. I enter the password, which is correct (and I can see it). After a few moments I receive the followind message: "unable to connect to [our network]."

Psyke · 11-08-2011, 03:21 PM

Quote:

Originally Posted by kobogirl

It prompts me to connect to a wifi network. Our network appears in the list. Our connection is not WEP, however. It is secured with WPA/WPA2 PSK. I enter the password, which is correct (and I can see it). After a few moments I receive the followind message: "unable to connect to [our network]."

do you happen to have any sort of filtering going on (mac address for example), or are allowing static ip only?

GreatCanadian · 11-08-2011, 03:25 PM

Or have you possibly restricted the ip range...for example 192.168.1.1 to 192.168.1.4 and have 4 devices already connected (ipod, laptop, printer, or whatever). If so you could no ip address available for the Vox.

kobogirl · 11-08-2011, 03:33 PM

Psyke: How would you know if you have any filtering going on?
Great Canadian: Where would you locate the ip range information?

I have never had to play around with my router before. Never had problems. Are there some steps I can follow?

Psyke · 11-08-2011, 03:44 PM

Quote:

Originally Posted by kobogirl

Psyke: How would you know if you have any filtering going on?
Great Canadian: Where would you locate the ip range information?

I have never had to play around with my router before. Never had problems. Are there some steps I can follow?

in most cases, these would be things you'd know if you setup your router. if you just plugged it in with the default settings, then chances are you don't have to worry about what I or Great Canadian said. However, if someone else setup your network for you, then you will need to ask them if they did this stuff

kobogirl · 11-08-2011, 03:48 PM

We set it up ourselves a few months ago. We just followed the setup wizard. I can't imagine we would restrict the number of devices. But if the mac filtering was presented as additional security it is possible we would have done that. But we can't remember.

How would we find these types of settings? I've been looking under network properties but can't see anything like that...

Psyke · 11-08-2011, 03:53 PM

Quote:

Originally Posted by kobogirl

We set it up ourselves a few months ago. We just followed the setup wizard. I can't imagine we would restrict the number of devices. But if the mac filtering was presented as additional security it is possible we would have done that. But we can't remember.

How would we find these types of settings? I've been looking under network properties but can't see anything like that...

it depends on the router, but it usually will show up under the routers security settings. it will ask you to enter the mac address of the devices you want to allow to use the router, usually in the form of 9f:4d:32:3d:2d:5d or 9f-s6-dd-55-sd-5s

kobogirl · 11-08-2011, 04:00 PM

Well, I logged onto my router using the IP address http://192.168.0.1. It accepted my network password (which lets me know the password should be working). Under the advanced tabs it shows that MAC filtering is off.

Great Canadian: The IP range is 192.168.0.100 to 192.168.0.199. That should be fine, right?

Psyke · 11-08-2011, 04:24 PM

last question; what's the length of your password? ideally it should be 13 characters, as some devices have had problems with anything but....

kobogirl · 11-08-2011, 04:25 PM

My password is 14 characters.

11-08-2011, 12:56 PM	#1
kobogirl Member Posts: 12 Karma: 10 Join Date: Oct 2011 Device: Kobo Vox	Cannot Connect to WiFi to Set Up Vox - Kobo Server Down? I just received my new Kobo Vox in the mail today. I plugged it in and started the setup process but could not connect to my WiFi account. I called Kobo Support and they told me that their server is having problems and that is why I can't connect. It could be a day or two before I can connect to WiFi and set up my Vox. This sounds very strange to me. Anyone else having these problems? Last edited by kobogirl; 11-08-2011 at 01:03 PM.

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11-08-2011, 01:52 PM	#2
estelle58 Cat lover Posts: 487 Karma: 1149782 Join Date: Apr 2011 Location: Montreal, Canada Device: iPhone, Kobo Vox, Kobo Glo, iPad mini, Kindle Paperwhite, Kobo Aura	Yes, I have also have problems

11-08-2011, 02:08 PM	#3
KoboJW UX Lead, Kobo Vox Posts: 113 Karma: 199002 Join Date: Oct 2011 Device: Boxes of Voxes	Are you saying that you cannot connect to Wifi, or that once connected that you cannot connect to the server to download the update and/or sign in? I am updating a Vox right now, so our servers are definitely not down. James

11-08-2011, 02:16 PM	#4
kobogirl Member Posts: 12 Karma: 10 Join Date: Oct 2011 Device: Kobo Vox	I cannot connect to WiFi. Consequently, I cannot complete the setup process. The email response from Kobo (in response to my phone call) said that they are having "systems issues." I then noticed that someone on the kobo facebook forum has been having similar problems completing her Kobo Touch setup and has been told what I've been told: system problems. But other people seem to be accessing WiFi just fine. Strange, right?

11-08-2011, 03:10 PM	#5
KoboJW UX Lead, Kobo Vox Posts: 113 Karma: 199002 Join Date: Oct 2011 Device: Boxes of Voxes	Connecting to Wifi has nothing to do with our servers, so I'm confused as to why Customer Support would say such a thing to you. Regardless, can you tell me what you are seeing when you try to connect? A couple of thing to take note of - our setup app does not work with Enterprise security wifi or public wifi that requires a login via a browser (like airport of many hotels). Additionally, if you are connecting to a WEP network you will not get error messaging back if you enter the wrong password - it will simply fail to connect you. So be sure to double check your password. James

11-08-2011, 03:16 PM	#6
kobogirl Member Posts: 12 Karma: 10 Join Date: Oct 2011 Device: Kobo Vox	It prompts me to connect to a wifi network. Our network appears in the list. Our connection is not WEP, however. It is secured with WPA/WPA2 PSK. I enter the password, which is correct (and I can see it). After a few moments I receive the followind message: "unable to connect to [our network]."

11-08-2011, 03:25 PM	#8
GreatCanadian Enthusiast Posts: 38 Karma: 32314 Join Date: Oct 2011 Device: Kobo Vox	Or have you possibly restricted the ip range...for example 192.168.1.1 to 192.168.1.4 and have 4 devices already connected (ipod, laptop, printer, or whatever). If so you could no ip address available for the Vox.

11-08-2011, 03:33 PM	#9
kobogirl Member Posts: 12 Karma: 10 Join Date: Oct 2011 Device: Kobo Vox	Psyke: How would you know if you have any filtering going on? Great Canadian: Where would you locate the ip range information? I have never had to play around with my router before. Never had problems. Are there some steps I can follow?

11-08-2011, 03:48 PM	#11
kobogirl Member Posts: 12 Karma: 10 Join Date: Oct 2011 Device: Kobo Vox	We set it up ourselves a few months ago. We just followed the setup wizard. I can't imagine we would restrict the number of devices. But if the mac filtering was presented as additional security it is possible we would have done that. But we can't remember. How would we find these types of settings? I've been looking under network properties but can't see anything like that...

11-08-2011, 04:00 PM	#13
kobogirl Member Posts: 12 Karma: 10 Join Date: Oct 2011 Device: Kobo Vox	Well, I logged onto my router using the IP address http://192.168.0.1. It accepted my network password (which lets me know the password should be working). Under the advanced tabs it shows that MAC filtering is off. Great Canadian: The IP range is 192.168.0.100 to 192.168.0.199. That should be fine, right?

11-08-2011, 04:24 PM	#14
Psyke Evangelist Posts: 482 Karma: 534340 Join Date: Oct 2010 Location: Ottawa/Canada Device: Kobo Wi-Fi - Kobo Touch - GNex - N7	last question; what's the length of your password? ideally it should be 13 characters, as some devices have had problems with anything but....

11-08-2011, 04:25 PM	#15
kobogirl Member Posts: 12 Karma: 10 Join Date: Oct 2011 Device: Kobo Vox	My password is 14 characters.