Touch Setup not working - Frustrated!!

Shash · 09-30-2011, 10:17 PM

I bought a Kobo Touch yesterday and cannot get the setup to work. I have downloaded the Desktop program from kobosetup.com and installed it. I have an account set up without any strange characters in the name or password. I have gone through the setup wizard and only connected the eReader when instructed to do so. It then goes to step 3 of 3 which briefly shows "configuring and syncing..." and then comes up with the following error message:
"Oops! Let's try that again. Something unexpected has happened while we were setting up your eReader and we need to try again" When I hit the try again button, it just does the same thing again.
I have tried uninstalling and re-installing it again. I have tried it with antivirus disabled. I have tried it on both my high spec laptops, one with Vista and one with Windows 7 and still does the same thing. I took it back to the shop to change it for another one and still have the same problem with this unit. I even uninstalled the Desktop program an reloaded it from the kobobooks.com website. No difference. I still end up with the same error. I have tried uninstalling, then install Adobe Digital Editions and then re-install Desktop. I also didn't work. What on earth could it be?? help@kobo is not responding. I am in New Zealand.

frankieGom · 10-01-2011, 05:10 PM

Since you have the same issue with two different units and two separate laptops, the problem probably lies somewhere else. I would first think about a firewall issue or even maybe Internet access.

If you have a firewall enabled you can try disabling it, then if it fails again, try on another ISP, i.e at a friend's place or on a WiFi hotspot like the ones they have at McDonald's or Starbucks...

Good luck
François

The Terminator · 10-01-2011, 05:43 PM

Try running Kobo desktop app as an Administer.

You can do this by right clicking the Kobo desktop app shortcut and choosing "Run As Administrator" And then plug your Kobo in and proceed with the the setup.

Sometimes just a simple thing like this is all that is needed. Because Windows might have been blocking Kobo from accessing the internet.

The Terminator · 10-01-2011, 05:44 PM

Do the same for ADE if you can't download Library books.

kiwipippa · 10-01-2011, 06:12 PM

Have you set up your account completely at Kobobooks.com? Does it have your address details in there? They need your address in order to determine which books you are "allowed" to buy under the geographic restrictions.

I have a KT and got it working in New Zealand with no problems so drop me a PM if you can't figure it out and I'll see if I can help.

Can't have the first purchaser of a KT in New Zealand unable to access their reader - not a good start for kobo!

redweka · 10-02-2011, 11:11 PM

Exactly the same experience as Shash above. Just purchased a kobo touch at Whitcoulls NZ and set up of the device does not work! I am on a Mac and did all the right things, I have triple/quadruple checked. Ended up logging into Kobo.com as a new user and STILL the device will not set up, even though I am now a registered user on Kobo.com. Frustrating, may take it back tomorrow if no word on how to fix it arrives via kobo help.
Also checked address fields on kobo.com were filled in as advised above, the only fields additional to username/email were your age, gender and then billing details for credit card.
Blowed if I'm going to a McDonalds wifi hot spot! As if we even had them here!
Bah! Might go to the library however and get out a BOOK!

The Terminator · 10-02-2011, 11:18 PM

Have you tried running as Administrator? As in my previous post?

redweka · 10-02-2011, 11:58 PM

I'll try but not sure how to do that on the mac.

kiwipippa · 10-03-2011, 05:41 PM

OK - here I was thinking I could solve this, and then it happens to me. I have bought 2 new kobos from New Zealand. My other thread outlines the problem I had with one setting it up using an existing account. So then I try to do it by setting up a new account for my daughter (it's a Christmas present), and I get the exact message that redweka and shash are getting. Seems like a huge co-incidence to me - 3 kobos, all from New Zealand where they have only just gone on the market, and a 4th that has an existing account but also fails in setup.

Something has gone wrong in their country setup methinks.....?

The Terminator · 10-03-2011, 07:13 PM

Yeah it seems like with the new firmware update Kobo is having some problems with the setup. It's been brought to their attention. You're not alone.

redweka · 10-03-2011, 08:22 PM

It is definitely a fault with the Kobo unit. I called Whitcoulls today and they have an internal message warning the sales staff to tell customers that the units they are selling will not work! Until Kobo fixs the problem!
Hows that?

kiwipippa · 10-03-2011, 08:27 PM

Quote:

Originally Posted by redweka

It is definitely a fault with the Kobo unit. I called Whitcoulls today and they have an internal message warning the sales staff to tell customers that the units they are selling will not work! Until Kobo fixs the problem!
Hows that?

What! You are joking - oh well, at least I know it isn't something that I can fix. Which shop did you get it from? Mine was from Westfield Downtown Auckland. They should pull them off the shelves then until it's fixed. Not a good start for kobo in New Zealand.

Did they give you any idea of when it would be fixed?

redweka · 10-03-2011, 08:39 PM

Whitcoulls advise that the problem is international apparently and Kobo "are working on it", I suggested Whitcoulls ought to pull the product from their shelves until it is resolved, rather than selling something that doesn't work, particularly at the premium price paid, $279 NZD. I am going to follow this up in an email to them today because I spent a good half day thinking it was my problem and trying to fix it. Plus no feedback from Kobo help in 24 hrs.

kiwipippa · 10-03-2011, 08:53 PM

Thanks for the update redweka, I have just phoned Whitcoulls and they have confirmed what you said. I really hope for kobo's sake they pull the product off the shelves. It has only been on sale a few days and for the sake of another few days they should pull it.

The damage to their reputation will be huge - and they will never win those people back. They'll buy the new kindle ($100 cheaper, even if it doesn't have wifi), or the new Sony - $50 cheaper and very similar - if not better - features.

Please kobo - pull the product from New Zealand shelves until this is sorted. Those of us who read these forums know what they're doing and now we understand what's going on. What about all the people who have walked in, paid $279(!!!!) and bought what to them at the moment is a lovely paperweight?

redweka · 10-03-2011, 08:56 PM

How long to resolve? How long is a piece of string? Are they sleeping in Canada? This isn't a nuclear meltdown only an ereader customer experience......

09-30-2011, 10:17 PM	#1
Shash Junior Member Posts: 1 Karma: 10 Join Date: Sep 2011 Device: Kobo Touch	Setup not working - Frustrated!! I bought a Kobo Touch yesterday and cannot get the setup to work. I have downloaded the Desktop program from kobosetup.com and installed it. I have an account set up without any strange characters in the name or password. I have gone through the setup wizard and only connected the eReader when instructed to do so. It then goes to step 3 of 3 which briefly shows "configuring and syncing..." and then comes up with the following error message: "Oops! Let's try that again. Something unexpected has happened while we were setting up your eReader and we need to try again" When I hit the try again button, it just does the same thing again. I have tried uninstalling and re-installing it again. I have tried it with antivirus disabled. I have tried it on both my high spec laptops, one with Vista and one with Windows 7 and still does the same thing. I took it back to the shop to change it for another one and still have the same problem with this unit. I even uninstalled the Desktop program an reloaded it from the kobobooks.com website. No difference. I still end up with the same error. I have tried uninstalling, then install Adobe Digital Editions and then re-install Desktop. I also didn't work. What on earth could it be?? help@kobo is not responding. I am in New Zealand. Last edited by Shash; 09-30-2011 at 10:21 PM. Reason: Add information

10-02-2011, 11:11 PM	#6
redweka Member Posts: 15 Karma: 10 Join Date: Oct 2011 Device: kobo touch	kobo touch set up problems NZ Exactly the same experience as Shash above. Just purchased a kobo touch at Whitcoulls NZ and set up of the device does not work! I am on a Mac and did all the right things, I have triple/quadruple checked. Ended up logging into Kobo.com as a new user and STILL the device will not set up, even though I am now a registered user on Kobo.com. Frustrating, may take it back tomorrow if no word on how to fix it arrives via kobo help. Also checked address fields on kobo.com were filled in as advised above, the only fields additional to username/email were your age, gender and then billing details for credit card. Blowed if I'm going to a McDonalds wifi hot spot! As if we even had them here! Bah! Might go to the library however and get out a BOOK!

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
PRS-950 Need Help getting this thing setup???	EastCoastKody	Sony Reader	6	01-24-2011 11:40 AM
Setup for PDF	juniorbonner	Calibre	2	10-14-2010 05:00 PM
Help with FBReader setup	Big Kev	Reading and Management	9	10-08-2010 10:33 AM
Pandigital Novel Setup	BlkDimnd	More E-Book Readers	0	07-31-2010 12:26 AM
PRS-500 My setup	Nogg	Sony Reader Dev Corner	12	08-22-2007 01:30 PM

10-01-2011, 05:10 PM	#2
frankieGom Interested Posts: 132 Karma: 16358 Join Date: Aug 2011 Location: Paris suburb, France Device: Kobo Touch & Glo, Sony PRS-T1	Since you have the same issue with two different units and two separate laptops, the problem probably lies somewhere else. I would first think about a firewall issue or even maybe Internet access. If you have a firewall enabled you can try disabling it, then if it fails again, try on another ISP, i.e at a friend's place or on a WiFi hotspot like the ones they have at McDonald's or Starbucks... Good luck François

10-01-2011, 05:43 PM	#3
The Terminator Retired Posts: 2,552 Karma: 37638420 Join Date: Nov 2010 Location: Vancouver Island Canada Device: Kobo Touch, Optimus One (2.3), Nexus 7 (4.2)	Try running Kobo desktop app as an Administer. You can do this by right clicking the Kobo desktop app shortcut and choosing "Run As Administrator" And then plug your Kobo in and proceed with the the setup. Sometimes just a simple thing like this is all that is needed. Because Windows might have been blocking Kobo from accessing the internet.

10-01-2011, 05:44 PM	#4
The Terminator Retired Posts: 2,552 Karma: 37638420 Join Date: Nov 2010 Location: Vancouver Island Canada Device: Kobo Touch, Optimus One (2.3), Nexus 7 (4.2)	Do the same for ADE if you can't download Library books.

10-01-2011, 06:12 PM	#5
kiwipippa Fanatic Posts: 578 Karma: 613022 Join Date: Aug 2010 Location: New Zealand Device: kobo glo, kobo touch (dead), kindle touch, android phone	Have you set up your account completely at Kobobooks.com? Does it have your address details in there? They need your address in order to determine which books you are "allowed" to buy under the geographic restrictions. I have a KT and got it working in New Zealand with no problems so drop me a PM if you can't figure it out and I'll see if I can help. Can't have the first purchaser of a KT in New Zealand unable to access their reader - not a good start for kobo!

10-02-2011, 11:18 PM	#7
The Terminator Retired Posts: 2,552 Karma: 37638420 Join Date: Nov 2010 Location: Vancouver Island Canada Device: Kobo Touch, Optimus One (2.3), Nexus 7 (4.2)	Have you tried running as Administrator? As in my previous post?

10-02-2011, 11:58 PM	#8
redweka Member Posts: 15 Karma: 10 Join Date: Oct 2011 Device: kobo touch	I'll try but not sure how to do that on the mac.

10-03-2011, 05:41 PM	#9
kiwipippa Fanatic Posts: 578 Karma: 613022 Join Date: Aug 2010 Location: New Zealand Device: kobo glo, kobo touch (dead), kindle touch, android phone	OK - here I was thinking I could solve this, and then it happens to me. I have bought 2 new kobos from New Zealand. My other thread outlines the problem I had with one setting it up using an existing account. So then I try to do it by setting up a new account for my daughter (it's a Christmas present), and I get the exact message that redweka and shash are getting. Seems like a huge co-incidence to me - 3 kobos, all from New Zealand where they have only just gone on the market, and a 4th that has an existing account but also fails in setup. Something has gone wrong in their country setup methinks.....?

10-03-2011, 07:13 PM	#10
The Terminator Retired Posts: 2,552 Karma: 37638420 Join Date: Nov 2010 Location: Vancouver Island Canada Device: Kobo Touch, Optimus One (2.3), Nexus 7 (4.2)	Yeah it seems like with the new firmware update Kobo is having some problems with the setup. It's been brought to their attention. You're not alone.

10-03-2011, 08:22 PM	#11
redweka Member Posts: 15 Karma: 10 Join Date: Oct 2011 Device: kobo touch	It is definitely a fault with the Kobo unit. I called Whitcoulls today and they have an internal message warning the sales staff to tell customers that the units they are selling will not work! Until Kobo fixs the problem! Hows that?

10-03-2011, 08:39 PM	#13
redweka Member Posts: 15 Karma: 10 Join Date: Oct 2011 Device: kobo touch	Whitcoulls advise that the problem is international apparently and Kobo "are working on it", I suggested Whitcoulls ought to pull the product from their shelves until it is resolved, rather than selling something that doesn't work, particularly at the premium price paid, $279 NZD. I am going to follow this up in an email to them today because I spent a good half day thinking it was my problem and trying to fix it. Plus no feedback from Kobo help in 24 hrs.

Advert

Advert

10-03-2011, 08:53 PM	#14
kiwipippa Fanatic Posts: 578 Karma: 613022 Join Date: Aug 2010 Location: New Zealand Device: kobo glo, kobo touch (dead), kindle touch, android phone	Thanks for the update redweka, I have just phoned Whitcoulls and they have confirmed what you said. I really hope for kobo's sake they pull the product off the shelves. It has only been on sale a few days and for the sake of another few days they should pull it. The damage to their reputation will be huge - and they will never win those people back. They'll buy the new kindle ($100 cheaper, even if it doesn't have wifi), or the new Sony - $50 cheaper and very similar - if not better - features. Please kobo - pull the product from New Zealand shelves until this is sorted. Those of us who read these forums know what they're doing and now we understand what's going on. What about all the people who have walked in, paid $279(!!!!) and bought what to them at the moment is a lovely paperweight?

10-03-2011, 08:56 PM	#15
redweka Member Posts: 15 Karma: 10 Join Date: Oct 2011 Device: kobo touch	How long to resolve? How long is a piece of string? Are they sleeping in Canada? This isn't a nuclear meltdown only an ereader customer experience......