Kobo Aura screen not responding after firmware update

[Valloric]

Just a couple of hours ago my new Kobo Aura arrived. I connected it to a USB charger and turned it on. I got the "Welcome to Kobo!" screen and chose to "Set up over WiFi". Set up my wifi options and the device downloaded a firmware update then restarted. I set up my time & date and when I got to the log in screen, no button presses do anything. Doesn't matter how I choose to log in; Kobo or Facebook or whatever, no response.

Turning off & on didn't do anything. Several "basic" resets didn't change anything. I did a hard reset by turning it on while holding down the front-light button.

Now I chose to set up using my computer instead of over wifi. Downloaded the app, installed it, ran it. Kobo connected to the machine, went through the setup in the app. The app installed a firmware update and synced. Clean eject, and my Kobo shows what I presume to be the home screen (many tiles shown, a search bar at the top etc). Touching the screen does nothing. Doesn't matter what I press, no response.

It's funny because the screen works before the firmware update. After that, nada. I downloaded the 3.3.0 firmware from the direct links thread ("Mark 5 Hardware : New Aura"), did another hard reset and copied over the contents of the zip (I'm a software engineer, I know what I'm doing). Update installed, Kobo restarted. Now shows the "Welcome to Kobo!" screen but same issue, screen doesn't respond to touch.

At this point do I send the unit back to Kobo? Nothing really appears wrong with the hardware, and like I said, the screen responds just fine until the forced firmware upgrade (which the damn thing won't let me skip).

Sigh... why did Sony have to leave the ereader market? I've had several of those over the last many, many years. Never had an issue.

[DNSB]

Originally Posted by Valloric

Just a couple of hours ago my new Kobo Aura arrived. I connected it to a USB charger and turned it on. I got the "Welcome to Kobo!" screen and chose to "Set up over WiFi". Set up my wifi options and the device downloaded a firmware update then restarted. I set up my time & date and when I got to the log in screen, no button presses do anything. Doesn't matter how I choose to log in; Kobo or Facebook or whatever, no response.

Turning off & on didn't do anything. Several "basic" resets didn't change anything. I did a hard reset by turning it on while holding down the front-light button.

Now I chose to set up using my computer instead of over wifi. Downloaded the app, installed it, ran it. Kobo connected to the machine, went through the setup in the app. The app installed a firmware update and synced. Clean eject, and my Kobo shows what I presume to be the home screen (many tiles shown, a search bar at the top etc). Touching the screen does nothing. Doesn't matter what I press, no response.

It's funny because the screen works before the firmware update. After that, nada. I downloaded the 3.3.0 firmware from the direct links thread ("Mark 5 Hardware : New Aura"), did another hard reset and copied over the contents of the zip (I'm a software engineer, I know what I'm doing). Update installed, Kobo restarted. Now shows the "Welcome to Kobo!" screen but same issue, screen doesn't respond to touch.

At this point do I send the unit back to Kobo? Nothing really appears wrong with the hardware, and like I said, the screen responds just fine until the forced firmware upgrade (which the damn thing won't let me skip).

Sigh... why did Sony have to leave the ereader market? I've had several of those over the last many, many years. Never had an issue.

As an experiment, do the setup connected to your computer. After the Kobo desktop app has finished, close it without ejecting your ereader. Browse to the .kobo directory and delete the upgrade directory, the KoboRoot.tgz and the manifest.md5sum files. This removes the upgrade files and your Aura should be operational on the factory firmware after you eject it.

If it works, try installing the 3.3.1 firmware update and see if it continues working.

Either way, I'd suggest contacting Kobo about returning the unit. My suggestion to see if it works on the factory firmware once the setup is done and, if the factory firmware works, if 3.3.1 will work is more to satisfy my curiosity.

Regards,
David

[Valloric]

Originally Posted by DNSB

As an experiment, do the setup connected to your computer. After the Kobo desktop app has finished, close it without ejecting your ereader. Browse to the .kobo directory and delete the upgrade directory, the KoboRoot.tgz and the manifest.md5sum files. This removes the upgrade files and your Aura should be operational on the factory firmware after you eject it.

Thanks for that! It works without issues on the factory firmware, which I can see from the Device Information menu is 2.8.0. I knew the factory firmware would work but just didn't know how to skip the damn update step.

Originally Posted by DNSB

If it works, try installing the 3.3.1 firmware update and see if it continues working.

Manually updated it to 3.3.1, screen not responding. Great QA process Kobo; job well done guys.

Originally Posted by DNSB

Either way, I'd suggest contacting Kobo about returning the unit. My suggestion to see if it works on the factory firmware once the setup is done and, if the factory firmware works, if 3.3.1 will work is more to satisfy my curiosity.

So you think it's still best to return the unit? It really looks like a software problem, so should be fixable (in theory) without returning the unit.

[tshering]

Originally Posted by Valloric

It really looks like a software problem, so should be fixable (in theory) without returning the unit.

Right, what you describe seems to indicate a software problem. But if its a software problem, a lot of people should have this problem and complain. I am not aware that many people complained. I have however to add that I did not give much attention on Aura 6" specific threads.

[DNSB]

Originally Posted by Valloric

Thanks for that! It works without issues on the factory firmware, which I can see from the Device Information menu is 2.8.0. I knew the factory firmware would work but just didn't know how to skip the damn update step.

Thanks for the feedback.

Originally Posted by Valloric

So you think it's still best to return the unit? It really looks like a software problem, so should be fixable (in theory) without returning the unit.

Since very few people seem to have the same issue, it's quite possibly a hardware issue. Something as simple as a problem with the internal flash storage where 2.8.0 does not use that area but 3.3.0/3.3.1 do could be a cause.

So, yes, I would recommend exchanging the Aura.

Regards,
David

[doubleshuffle]

FWIW, I set up a 6" Aura a few weeks ago. It came with 2.8.0, upgraded itself to 3.2.0 during the set up (via desktop app). It worked fine with 3.2.0. I then manually upgraded to 3.3.0, with which it has been running without any issues for about four weeks now. So I would also think it isn't a software problem. (No expert here, though...)

[paola]

Originally Posted by doubleshuffle

FWIW, I set up a 6" Aura a few weeks ago. It came with 2.8.0, upgraded itself to 3.2.0 during the set up (via desktop app). It worked fine with 3.2.0. I then manually upgraded to 3.3.0, with which it has been running without any issues for about four weeks now. So I would also think it isn't a software problem. (No expert here, though...)

Very similar story for me- my Aura auto updated on wifi first to 3.2.0 then to 3.3.0 without any problems.

[Valloric]

Thanks all for the feedback! I'll be contacting Kobo about a replacement unit.

[meeera]

Originally Posted by paola

Very similar story for me- my Aura auto updated on wifi first to 3.2.0 then to 3.3.0 without any problems.

Same here. Rock solid. Good luck with the replacement.