Aura H2O Half frozen display

Philippe D. · 06-21-2018, 09:51 AM

My Aura H2O seems to have the lower half of its display frozen: it shows the cover of the book I was reading, which is what it usually does when it's asleep.

I tried turning off the device (long press on the power button), and only the top half of the display seems to change. The menus and interface seem to still work, in book selection mode I can tap on the lower half of the display to select a book - so the touch layer still works, it's just that the display is frozen.

I'm afraid this is the sign that the display itself has a problem. Has anyone experienced a similar problem? Is there a "hard reset" option somewhere that I might try?

RobertJSawyer · 06-21-2018, 10:02 AM

If you have an original Kobo H2O, this is the procedure for a normal hardware reset:

https://www.kobo.com/help/en-US/arti...-kobo-aura-h2o

If you have a Kobo H2O Edition 2, the procedure for a factory reset is described here:

https://www.kobo.com/help/en-US/arti...-h2o-edition-2

robko · 06-21-2018, 10:31 PM

That sounds a lot like a broken substrate. Is the line between normal perfectly straight across or curved in any way? If it's curved it's likely a broken substrate. Post a picture and the forum will be able to tell you.

Philippe D. · 06-22-2018, 01:29 AM

It's a straight separation line. Since yesterday, the device has stopped responding normally - when I press the "on" button all I get is that the frontlight turns on, but nothing else seems to work. I tried a reset, and it didn't work.

Thanks for the advice, but it doesn't look good

pdurrant · 06-22-2018, 03:24 AM

It sounds like a problem with the controlling electronics. Is it still in warranty? If so, they should replace it.

Philippe D. · 06-22-2018, 03:45 PM

I'm afraid it's not - what's the standard warranty time? My device is a bit over 2 years old.

meeera · 06-23-2018, 06:00 AM

Quote:

Originally Posted by Philippe D.

I'm afraid it's not - what's the standard warranty time? My device is a bit over 2 years old.

Standard manufacturer warranty is a year, and I believe the EU has a two year statutory warranty period, so you might be out of luck there.

JSWolf · 06-23-2018, 03:21 PM

Quote:

Originally Posted by Philippe D.

I'm afraid it's not - what's the standard warranty time? My device is a bit over 2 years old.

You should be able to get it sorted even if the warranty is over because of the EU fit for purpose clause. It should last longer than two years without a fault.

meeera · 06-24-2018, 03:43 AM

Quote:

Originally Posted by JSWolf

You should be able to get it sorted even if the warranty is over because of the EU fit for purpose clause. It should last longer than two years without a fault.

To be fair, it did last longer than two years without a fault

This sort of device may well fall in a very grey area in the "fit for purpose"/"reasonable time" area, once the two years EU statutory warranty is up. It's not a fridge or washing machine, which you would obviously expect to last a lot longer than two years; but it's not a ten dollar widget either. This is all assuming it was bought locally, of course.

Depends how willing you are to chase them legally.

06-21-2018, 09:51 AM	#1
Philippe D. Addict Posts: 276 Karma: 3600000 Join Date: Jun 2017 Location: France Device: Kobo Aura H2o; reMarkable; Onyx Max 2 Pro	Half frozen display My Aura H2O seems to have the lower half of its display frozen: it shows the cover of the book I was reading, which is what it usually does when it's asleep. I tried turning off the device (long press on the power button), and only the top half of the display seems to change. The menus and interface seem to still work, in book selection mode I can tap on the lower half of the display to select a book - so the touch layer still works, it's just that the display is frozen. I'm afraid this is the sign that the display itself has a problem. Has anyone experienced a similar problem? Is there a "hard reset" option somewhere that I might try?

06-21-2018, 10:02 AM	#2
RobertJSawyer Guru Posts: 730 Karma: 3871570 Join Date: Jun 2006 Location: Toronto Device: Kobo Libra 2, Clara 2E, and Clara HD; Kindle PaperWhite	If you have an original Kobo H2O, this is the procedure for a normal hardware reset: https://www.kobo.com/help/en-US/arti...-kobo-aura-h2o If you have a Kobo H2O Edition 2, the procedure for a factory reset is described here: https://www.kobo.com/help/en-US/arti...-h2o-edition-2 Last edited by RobertJSawyer; 06-21-2018 at 10:05 AM.

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06-21-2018, 10:31 PM	#3
robko Wizard Posts: 2,454 Karma: 5469320 Join Date: Jul 2010 Device: Kobo	That sounds a lot like a broken substrate. Is the line between normal perfectly straight across or curved in any way? If it's curved it's likely a broken substrate. Post a picture and the forum will be able to tell you.

06-22-2018, 01:29 AM	#4
Philippe D. Addict Posts: 276 Karma: 3600000 Join Date: Jun 2017 Location: France Device: Kobo Aura H2o; reMarkable; Onyx Max 2 Pro	It's a straight separation line. Since yesterday, the device has stopped responding normally - when I press the "on" button all I get is that the frontlight turns on, but nothing else seems to work. I tried a reset, and it didn't work. Thanks for the advice, but it doesn't look good

06-22-2018, 03:24 AM	#5
pdurrant The Grand Mouse 高貴的老鼠 Posts: 71,504 Karma: 306214458 Join Date: Jul 2007 Location: Norfolk, England Device: Kindle Voyage	It sounds like a problem with the controlling electronics. Is it still in warranty? If so, they should replace it.

06-22-2018, 03:45 PM	#6
Philippe D. Addict Posts: 276 Karma: 3600000 Join Date: Jun 2017 Location: France Device: Kobo Aura H2o; reMarkable; Onyx Max 2 Pro	I'm afraid it's not - what's the standard warranty time? My device is a bit over 2 years old.

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