Kobo Aura HD frozen on sleep screen, Help please

qwert · 02-18-2016, 09:13 PM

It was still working fine yesterday night and when I last checked, it had above 85% battery. When I tried to use it this morning, it wouldn't move past the sleep screen which shows the cover of the last book I was reading. After fiddling with the power/light buttons gave up because the screen wasn't budging and I couldn't really remember the exact instructions for reset right then.

Went through basic reset by pressing down on the pin with a clip. X

Went through the manual reset with sliding power button while holding down light button until it blinks. X
It blinks for a long time then stops blinking. The sleep screen remains the same. I've had experience with a previous reset and ideally the screen should go blank before getting the loading buttons/blocks.

Went through a combination of pin then factory reset while still on pin, pressing light repeatedly while on factory reset, etc. X

Trying all of the above plugged to outlet, not plugged to outlet, connected to computer X

The Kobo hasn't sustained any physical damage. No drops, no water, cracks, nada. But I have had it for over a year, so the warranty period is over by now. At first I wanted to keep my notes/highlights/awards, but now I just want this thing to restart.

If someone has any ideas, please help. And thanks in advance.

Right now, the only thing that seems to be responding is the light button which in this state seems to just turn to max. I'm thinking about keeping the light on until the power drains and hopefully it will restart that way?

qwert · 02-18-2016, 10:21 PM

I just wasted like half an hour filling out the issues form, waiting for chat customer support, and getting no help at all. Apparently they don't even seem to read the form. What was the point of typing that giant thing? To all of these problems, the support person kept writing I'm sorry? and nothing helpful.

Mysteriously, after calling the Kobo support, the call drops after a voice answers, then I haven't been able to even get to the automated Kobo language selection since then. It doesn't even go through.

GeoffR · 02-19-2016, 01:05 AM

Since the light is still working, I think the firmware is booting okay. It sounds like a broken screen to me, unfortunately.

chiara.sc · 02-19-2016, 03:58 AM

It happened a similar issue to me as well few weeks ago. It started with an issue with the SD Card. Do you have a SD card ?
My issue was fixed when I removed the SD card and resetting the kobo. After resetting I reformatted the SD Card and it works now... the main and annoying activity was to resend the whole library to the device.
Hope it helps

qwert · 02-21-2016, 03:48 AM

Thanks for taking the time to reply.

Everything seems to be working fine except for the fact that the picture of the sleep screen doesn't change. I was able to connect it via USB to the computer by tapping where I guessed the connect button would be, and the computer recognized it. I was able to access the Kobo files. I don't have an SD card.

robko · 02-21-2016, 09:39 AM

That is really sounding like a broken screen substrate then

John F · 02-21-2016, 09:48 AM

Quote:

Originally Posted by robko

That is really sounding like a broken screen substrate then

Wouldn't a broken substrate show some lines on the screen? Sounds like a loose display connector?

Namenlos · 02-22-2016, 07:22 PM

Quote:

Originally Posted by John F

Wouldn't a broken substrate show some lines on the screen? Sounds like a loose display connector?

No, here is a Kobo Glo that broke spontaneously after 25 months of purchase after lying around for 11 days (18°C-30°C) and than charging and trying to boot:https://imgur.com/KShJ4pg and here after a week and 10 tries to reset etc. https://imgur.com/inK9HcO

meeera · 02-23-2016, 01:07 AM

I don't believe that a glass substrate will break spontaneously when not subject to any stresses. Clearly the device was being moved and handled, with the charging and resetting attempts. I suggest that at some stage it was mishandled, whether or not the person realised it at the time. Flexion of the device may be one possibility.

John F · 02-23-2016, 05:34 AM

Quote:

Originally Posted by Namenlos

No, here is a Kobo Glo that broke spontaneously after 25 months of purchase after lying around for 11 days (18°C-30°C) and than charging and trying to boot:https://imgur.com/KShJ4pg and here after a week and 10 tries to reset etc. https://imgur.com/inK9HcO

Thank you.

Namenlos · 02-23-2016, 01:40 PM

Quote:

Originally Posted by meeera

…Clearly the device was being moved and handled, with the charging and resetting attempts.…

The screen was broken and had the dots before. No pets. Always in this case: https://imgur.com/5sYA3sM

JSWolf · 02-23-2016, 03:19 PM

Quote:

Originally Posted by meeera

I don't believe that a glass substrate will break spontaneously when not subject to any stresses. Clearly the device was being moved and handled, with the charging and resetting attempts. I suggest that at some stage it was mishandled, whether or not the person realised it at the time. Flexion of the device may be one possibility.

Another thing that could have happened at some point was something too heavy was laid on top and broke it.

02-18-2016, 09:13 PM	#1
qwert Member Posts: 13 Karma: 10 Join Date: Feb 2016 Device: Kobo	Kobo Aura HD frozen on sleep screen, Help please It was still working fine yesterday night and when I last checked, it had above 85% battery. When I tried to use it this morning, it wouldn't move past the sleep screen which shows the cover of the last book I was reading. After fiddling with the power/light buttons gave up because the screen wasn't budging and I couldn't really remember the exact instructions for reset right then. Went through basic reset by pressing down on the pin with a clip. X Went through the manual reset with sliding power button while holding down light button until it blinks. X It blinks for a long time then stops blinking. The sleep screen remains the same. I've had experience with a previous reset and ideally the screen should go blank before getting the loading buttons/blocks. Went through a combination of pin then factory reset while still on pin, pressing light repeatedly while on factory reset, etc. X Trying all of the above plugged to outlet, not plugged to outlet, connected to computer X The Kobo hasn't sustained any physical damage. No drops, no water, cracks, nada. But I have had it for over a year, so the warranty period is over by now. At first I wanted to keep my notes/highlights/awards, but now I just want this thing to restart. If someone has any ideas, please help. And thanks in advance. Right now, the only thing that seems to be responding is the light button which in this state seems to just turn to max. I'm thinking about keeping the light on until the power drains and hopefully it will restart that way?

02-18-2016, 10:21 PM	#2
qwert Member Posts: 13 Karma: 10 Join Date: Feb 2016 Device: Kobo	I just wasted like half an hour filling out the issues form, waiting for chat customer support, and getting no help at all. Apparently they don't even seem to read the form. What was the point of typing that giant thing? To all of these problems, the support person kept writing I'm sorry? and nothing helpful. Mysteriously, after calling the Kobo support, the call drops after a voice answers, then I haven't been able to even get to the automated Kobo language selection since then. It doesn't even go through. Last edited by qwert; 02-18-2016 at 10:23 PM.

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02-19-2016, 01:05 AM	#3
GeoffR Wizard Posts: 3,821 Karma: 19162882 Join Date: Nov 2012 Location: Te Riu-a-Māui Device: Kobo Glo	Since the light is still working, I think the firmware is booting okay. It sounds like a broken screen to me, unfortunately.

02-19-2016, 03:58 AM	#4
chiara.sc Junior Member Posts: 5 Karma: 10 Join Date: Nov 2015 Device: kobo	It happened a similar issue to me as well few weeks ago. It started with an issue with the SD Card. Do you have a SD card ? My issue was fixed when I removed the SD card and resetting the kobo. After resetting I reformatted the SD Card and it works now... the main and annoying activity was to resend the whole library to the device. Hope it helps

02-21-2016, 03:48 AM	#5
qwert Member Posts: 13 Karma: 10 Join Date: Feb 2016 Device: Kobo	Thanks for taking the time to reply. Everything seems to be working fine except for the fact that the picture of the sleep screen doesn't change. I was able to connect it via USB to the computer by tapping where I guessed the connect button would be, and the computer recognized it. I was able to access the Kobo files. I don't have an SD card.

02-21-2016, 09:39 AM	#6
robko Wizard Posts: 2,454 Karma: 5469320 Join Date: Jul 2010 Device: Kobo	That is really sounding like a broken screen substrate then

02-23-2016, 01:07 AM	#9
meeera Grand Sorcerer Posts: 5,814 Karma: 68407974 Join Date: Dec 2011 Location: Australia Device: Kobo Libra 2, iPadMini4, iPad4, MBP; support other Kobo/Kindles	I don't believe that a glass substrate will break spontaneously when not subject to any stresses. Clearly the device was being moved and handled, with the charging and resetting attempts. I suggest that at some stage it was mishandled, whether or not the person realised it at the time. Flexion of the device may be one possibility.

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