Help! My Kobo wasn't getting past the setup and now it isn't even turning on...

TroyB · 12-22-2011, 07:04 PM

Hey all!

I was hoping somebody here might be able to help me. I've been having some serious issues with my new Kobo Vox.

Short story:

1) Kobo Vox won't get past the setup screen due to a "Tablet Upgrade Error"
2) Now it won't even turn on at all.

Long story:

1) The Kobo powered on just fine out of the box. It connected to WiFi, downloaded an update, and then restarted.

2) Here's where the problem comes in. After restarting, it tried searching for more updates, only for a "Tablet Upgrade Error" message to pop up.

3) I should also point out that the power button doesn't seem to work either. I couldn't power off my Kobo and couldn't do that one resetting trick, where you hold down the volume up button then press the power button with the volume up button still held down. I also pried the back off and pressed the reset button, which rebooted the Kobo, but I still couldn't get past the setup screen due to the "Tablet Upgrade Error."

4) Since I couldn't turn it off, eventually the battery just died. Which brings me to my next problem... Now it won't turn on or even show any indication that it's still alive, after charging it for eight hours. The best I get is the indicator light briefly flashing orange for a second when I plug the charger in, then no light at all after that.

Any ideas on what I can do?

Returning it isn't an option just yet since this was a gift from my mother and I won't be seeing her for another two weeks, so I'm trying to see if I can solve this problem on my own. :P

Thanks in advance for any help!

pokee · 12-23-2011, 05:36 PM

Hmmm...well, there's a few things you can try:

1. Did you charge it with the wall outlet plug charger that came with your Vox? If you plug it into the wall outlet (turned off) for at least 5 hours, you should be able to turn it on after that. After it's charged, hold the power button for at least 10 seconds. If nothing happens, then hold it again for 2-3 seconds. If it doesn't turn on - it could be an issue with the battery.

2. Pry off the back of the Vox and press the little button on the inside back. This will reset your device. I am thinking that this option may work for you.

3. Do a factory reset following these instructions:

https://www.mobileread.com/forums/sho...=factory+reset

If all of those options fail, you surely have a defective battery and would be entitled to a replacement.

Good luck!

49Kat · 12-24-2011, 12:20 AM

Hi TroyB,

I'm sorry for your troubles with the Vox. To me it looks like the firmware update got messed up, which is what happened to me. The power button wouldn't work, the Vox wouldn't turn off. I had been considering letting the battery drain and then trying to recharge it, but I'm glad I didn't. My Vox was on, with a question mark in the battery status spot and it was falsely registering the battery status as zero, although I knew it wasn't. After trying a number of other solutions, I ended up going to the app screen and using the "Update Firmware" app, and that restored my Vox to running correctly. The firmware update had downloaded, it just hadn't installed correctly.

While I was battling with this, I did try the factory reset by holding down the power button and volume up button simultaneously. However, the power button was not working at all. Pushing the reset button inside the Vox simply restarted it. In desperation, attempting to do a factory reset, as at this point I was in discussion with Kobo about replacing my Vox and I felt I had nothing to lose, I opened the back and pushed the reset button inside while pressing that volume up button. The Vox tried to do a factory reset but would not because it said the battery didn't have enough power. This did, however restart the Vox.

I wonder if it would work for you just to at least get you to the main screen where you could access the apps screen. If you can get to the main screen, tap the All Apps button, then tap on the Update Firmware app and tap the blue button.

I don't know, just grabbing at straws here. Good luck!

acedetective · 12-25-2011, 10:19 AM

Quote:

Originally Posted by 49Kat

Hi TroyB,

I'm sorry for your troubles with the Vox. To me it looks like the firmware update got messed up, which is what happened to me. The power button wouldn't work, the Vox wouldn't turn off. I had been considering letting the battery drain and then trying to recharge it, but I'm glad I didn't. My Vox was on, with a question mark in the battery status spot and it was falsely registering the battery status as zero, although I knew it wasn't. After trying a number of other solutions, I ended up going to the app screen and using the "Update Firmware" app, and that restored my Vox to running correctly. The firmware update had downloaded, it just hadn't installed correctly.

While I was battling with this, I did try the factory reset by holding down the power button and volume up button simultaneously. However, the power button was not working at all. Pushing the reset button inside the Vox simply restarted it. In desperation, attempting to do a factory reset, as at this point I was in discussion with Kobo about replacing my Vox and I felt I had nothing to lose, I opened the back and pushed the reset button inside while pressing that volume up button. The Vox tried to do a factory reset but would not because it said the battery didn't have enough power. This did, however restart the Vox.

I wonder if it would work for you just to at least get you to the main screen where you could access the apps screen. If you can get to the main screen, tap the All Apps button, then tap on the Update Firmware app and tap the blue button.

I don't know, just grabbing at straws here. Good luck!

49Kat, you're a life saver. I've had the same problem.

I forced the Vox to reboot by simply unplugging the re-plugging the battery. It's easy. But when it booted up again, the power button still didn't do anything and the batter status was always "?". Reapplying the firmware with the Update Firmware app did it. Thanks again

I've informed Kobo of this issue and work around. Hopefully they'll take file it away, as I'm sure we can't be the only two users affected by this.

RalphJ · 12-25-2011, 11:03 PM

I have three new Kobo Vox ereaders (Christmas presents) and only one of them worked properly. Finally got #2 working correctly using "Update Firmware".

#3 is still messed up with the same problem that TroyB originally posted. None of the suggestions are helping. The internal battery reset just powers up the device again and I still get stuck with the "Tablet Upgrade Error" when I try to check for updates. I cant get past this screen to get to the "Update Firmware" app. The orange light at the top stays on continually and the device will not power down. Any suggestions before I call the Kobo helpline tomorrow?

jncull · 12-26-2011, 11:14 AM

Troy and Ralph,

I bought my piece of garbage for my wife for Christmas morning as well. Guess what? Been reading blogs and trying to figure this thing out since yesterday. I have the same problem as your #3 Ralph. I have used the reset button on the back. I have left on the charger all night. I have unplugged the battery 3 times now like I would do with my blackberry. Nothing.....just a piece of metal garbage......would feel better if I could take it and throw outside but would not get my 200 bucks back from Future Shop.....so here I am 1600 kms away from home residence where I bought it from. On holidays with family until January 2nd with no e-reader for my wife, even downloaded a book for her but obviously haven't transferred from account yet.......frustrated.....JUST A LITTLE!!

One question though, has anyone had any experience bringing a new device back to Future Shop with no receipt to a different Future Shop. Just want this thing to work over the holidays.....any suggestions would be much appreciated. Just packing a piece of coal for Kobo to put in mail!!!!

PeterT · 12-26-2011, 01:54 PM

Have you tried the following:

Vox powered OFF. THis is IMPORTANT... Not in sleep mode but powered off
Hold down the + side of the volume switch on side
Press the Power switch while continuing to hold the + volume switch
Release Power; unit starts to power up
When a message appears abour a reset; release the volume switch

Those were the steps I followed for my wife's Vox yesterday. After that I had NO issues doing the upgrade to current firmware levels.

jncull · 12-26-2011, 06:38 PM

Quote:

Originally Posted by PeterT

Have you tried the following:

Vox powered OFF. THis is IMPORTANT... Not in sleep mode but powered off
Hold down the + side of the volume switch on side
Press the Power switch while continuing to hold the + volume switch
Release Power; unit starts to power up
When a message appears abour a reset; release the volume switch

Those were the steps I followed for my wife's Vox yesterday. After that I had NO issues doing the upgrade to current firmware levels.

thanks Peter,

tried your steps and received a different message. now gives me low battery warning and states cannot update when battery low. even though it was on charger all night and most of day. still have continous yellow light at the top. have not seen any other light colour on the top......i am suspecting that I have a bad battery right from the factory. I purchased this device approximately a month ago from future shop and did not open it until christmas morning....

jncull · 12-26-2011, 06:48 PM

so peter if I take it and throw it against a cement wall....you think I would be able to get it out of the stall......didn't think so. Frustrated? just a tad!!!

Kobo will be getting a piece of my mind tomorrow.........if they have the b@lls to answer their phone!!

Cdesja5 · 12-26-2011, 08:08 PM

deleted...

terranq · 12-27-2011, 01:04 AM

Quote:

Originally Posted by jncull

so peter if I take it and throw it against a cement wall....you think I would be able to get it out of the stall......didn't think so. Frustrated? just a tad!!!

Kobo will be getting a piece of my mind tomorrow.........if they have the b@lls to answer their phone!!

Yes, by all means, lose your mind because you bought a device and didn't open it til the return period was almost expired, and are now having issues. Or, here's a thought; call (or email) Kobo customer service, and calmly explain the situation and ask for assistance. Nah, that wouldn't work. It's a much better idea to be a complete douche to a stranger during the holiday season, especially if their entire job description is to assist you with your problem.

jncull · 12-27-2011, 12:02 PM

thanks for all the advice terranq, i'm sure that will help getting it going!!

terranq · 12-27-2011, 02:15 PM

Quote:

Originally Posted by jncull

thanks for all the advice terranq, i'm sure that will help getting it going!!

You're very welcome. I'm always happy to help those who are worth helping.

suziereader · 12-27-2011, 02:37 PM

It sounds like Kobo has a serious problem with it's power. I returned my first one after about 4 weeks because it stopped charging and then it just would not turn on. However the clerk turned it on at Future Shop. They did not hesitate to give me a replacement. The replacement appears to have some issues with turning back on after it has been "Powered Off", but it seems just fine if I leave it powered on. I'm going to use it as much as I can between now and Jan 8 (final return without question date at Future Shop) to be sure it has no problems.

So far I am not impressed. Good luck everyone.

RalphJ · 12-27-2011, 09:23 PM

Got through to Kobo with my original problem and they have advised me to return the unit. Drove 30 minutes to Bestbuy to exchange it only to be told that they werent doing returns until tomorow.

Anyways....I guess there is no fix for the problems that Troy and I had...on the bright side...the other two ereaders are working great!

12-22-2011, 07:04 PM	#1
TroyB Junior Member Posts: 4 Karma: 10 Join Date: Dec 2011 Device: Kobo Vox	Help! My Kobo wasn't getting past the setup and now it isn't even turning on... Hey all! I was hoping somebody here might be able to help me. I've been having some serious issues with my new Kobo Vox. Short story: 1) Kobo Vox won't get past the setup screen due to a "Tablet Upgrade Error" 2) Now it won't even turn on at all. Long story: 1) The Kobo powered on just fine out of the box. It connected to WiFi, downloaded an update, and then restarted. 2) Here's where the problem comes in. After restarting, it tried searching for more updates, only for a "Tablet Upgrade Error" message to pop up. 3) I should also point out that the power button doesn't seem to work either. I couldn't power off my Kobo and couldn't do that one resetting trick, where you hold down the volume up button then press the power button with the volume up button still held down. I also pried the back off and pressed the reset button, which rebooted the Kobo, but I still couldn't get past the setup screen due to the "Tablet Upgrade Error." 4) Since I couldn't turn it off, eventually the battery just died. Which brings me to my next problem... Now it won't turn on or even show any indication that it's still alive, after charging it for eight hours. The best I get is the indicator light briefly flashing orange for a second when I plug the charger in, then no light at all after that. Any ideas on what I can do? Returning it isn't an option just yet since this was a gift from my mother and I won't be seeing her for another two weeks, so I'm trying to see if I can solve this problem on my own. :P Thanks in advance for any help!

12-26-2011, 01:54 PM	#7
PeterT Grand Sorcerer Posts: 13,291 Karma: 78876004 Join Date: Nov 2007 Location: Toronto Device: Libra H2O, Libra Colour	Have you tried the following: Vox powered OFF. THis is IMPORTANT... Not in sleep mode but powered off Hold down the + side of the volume switch on side Press the Power switch while continuing to hold the + volume switch Release Power; unit starts to power up When a message appears abour a reset; release the volume switch Those were the steps I followed for my wife's Vox yesterday. After that I had NO issues doing the upgrade to current firmware levels. Last edited by PeterT; 12-26-2011 at 01:57 PM.

12-26-2011, 08:08 PM	#10
Cdesja5 Wizard Posts: 1,117 Karma: 2094306 Join Date: Oct 2011 Location: Montreal, Canada Device: Lots and lots of electronic gadgets...	deleted... Last edited by Cdesja5; 12-26-2011 at 08:11 PM. Reason: hadn't read entire thread so was suggesting something already done...deleted!

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12-23-2011, 05:36 PM	#2
pokee Fanatic Posts: 569 Karma: 199759 Join Date: Nov 2010 Location: Vancouver, BC Device: Kobo WiFi, Kobo Glo, Kobo Vox, Samsung Galaxy S4, Samsung Tab2	Hmmm...well, there's a few things you can try: 1. Did you charge it with the wall outlet plug charger that came with your Vox? If you plug it into the wall outlet (turned off) for at least 5 hours, you should be able to turn it on after that. After it's charged, hold the power button for at least 10 seconds. If nothing happens, then hold it again for 2-3 seconds. If it doesn't turn on - it could be an issue with the battery. 2. Pry off the back of the Vox and press the little button on the inside back. This will reset your device. I am thinking that this option may work for you. 3. Do a factory reset following these instructions: https://www.mobileread.com/forums/sho...=factory+reset If all of those options fail, you surely have a defective battery and would be entitled to a replacement. Good luck! Last edited by pokee; 12-23-2011 at 05:38 PM.

12-24-2011, 12:20 AM	#3
49Kat Fanatic Posts: 580 Karma: 1309104 Join Date: Oct 2011 Location: BC,Canada/NV, USA Device: iPad 9th Gen, iPhone 11, Paperwhite 10th Gen.	Hi TroyB, I'm sorry for your troubles with the Vox. To me it looks like the firmware update got messed up, which is what happened to me. The power button wouldn't work, the Vox wouldn't turn off. I had been considering letting the battery drain and then trying to recharge it, but I'm glad I didn't. My Vox was on, with a question mark in the battery status spot and it was falsely registering the battery status as zero, although I knew it wasn't. After trying a number of other solutions, I ended up going to the app screen and using the "Update Firmware" app, and that restored my Vox to running correctly. The firmware update had downloaded, it just hadn't installed correctly. While I was battling with this, I did try the factory reset by holding down the power button and volume up button simultaneously. However, the power button was not working at all. Pushing the reset button inside the Vox simply restarted it. In desperation, attempting to do a factory reset, as at this point I was in discussion with Kobo about replacing my Vox and I felt I had nothing to lose, I opened the back and pushed the reset button inside while pressing that volume up button. The Vox tried to do a factory reset but would not because it said the battery didn't have enough power. This did, however restart the Vox. I wonder if it would work for you just to at least get you to the main screen where you could access the apps screen. If you can get to the main screen, tap the All Apps button, then tap on the Update Firmware app and tap the blue button. I don't know, just grabbing at straws here. Good luck!

12-25-2011, 11:03 PM	#5
RalphJ Junior Member Posts: 4 Karma: 10 Join Date: Dec 2011 Device: Kobo Vox	I have three new Kobo Vox ereaders (Christmas presents) and only one of them worked properly. Finally got #2 working correctly using "Update Firmware". #3 is still messed up with the same problem that TroyB originally posted. None of the suggestions are helping. The internal battery reset just powers up the device again and I still get stuck with the "Tablet Upgrade Error" when I try to check for updates. I cant get past this screen to get to the "Update Firmware" app. The orange light at the top stays on continually and the device will not power down. Any suggestions before I call the Kobo helpline tomorrow?

12-26-2011, 11:14 AM	#6
jncull Junior Member Posts: 4 Karma: 10 Join Date: Dec 2011 Device: Kobo Vox ereader	Troy and Ralph, I bought my piece of garbage for my wife for Christmas morning as well. Guess what? Been reading blogs and trying to figure this thing out since yesterday. I have the same problem as your #3 Ralph. I have used the reset button on the back. I have left on the charger all night. I have unplugged the battery 3 times now like I would do with my blackberry. Nothing.....just a piece of metal garbage......would feel better if I could take it and throw outside but would not get my 200 bucks back from Future Shop.....so here I am 1600 kms away from home residence where I bought it from. On holidays with family until January 2nd with no e-reader for my wife, even downloaded a book for her but obviously haven't transferred from account yet.......frustrated.....JUST A LITTLE!! One question though, has anyone had any experience bringing a new device back to Future Shop with no receipt to a different Future Shop. Just want this thing to work over the holidays.....any suggestions would be much appreciated. Just packing a piece of coal for Kobo to put in mail!!!!

12-26-2011, 06:48 PM	#9
jncull Junior Member Posts: 4 Karma: 10 Join Date: Dec 2011 Device: Kobo Vox ereader	so peter if I take it and throw it against a cement wall....you think I would be able to get it out of the stall......didn't think so. Frustrated? just a tad!!! Kobo will be getting a piece of my mind tomorrow.........if they have the b@lls to answer their phone!!

12-27-2011, 12:02 PM	#12
jncull Junior Member Posts: 4 Karma: 10 Join Date: Dec 2011 Device: Kobo Vox ereader	thanks for all the advice terranq, i'm sure that will help getting it going!!

12-27-2011, 02:37 PM	#14
suziereader Junior Member Posts: 2 Karma: 10 Join Date: Dec 2011 Device: Kobo	It sounds like Kobo has a serious problem with it's power. I returned my first one after about 4 weeks because it stopped charging and then it just would not turn on. However the clerk turned it on at Future Shop. They did not hesitate to give me a replacement. The replacement appears to have some issues with turning back on after it has been "Powered Off", but it seems just fine if I leave it powered on. I'm going to use it as much as I can between now and Jan 8 (final return without question date at Future Shop) to be sure it has no problems. So far I am not impressed. Good luck everyone.

12-27-2011, 09:23 PM	#15
RalphJ Junior Member Posts: 4 Karma: 10 Join Date: Dec 2011 Device: Kobo Vox	Got through to Kobo with my original problem and they have advised me to return the unit. Drove 30 minutes to Bestbuy to exchange it only to be told that they werent doing returns until tomorow. Anyways....I guess there is no fix for the problems that Troy and I had...on the bright side...the other two ereaders are working great!

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