I posted JK’s comment as an article yesterday.  Today he has commented, and its good news:  JK contacted Kobo via private message on their facebook page:

https://www.facebook.com/kobo

And received good support very quickly.  I would recommend trying this for anyone having trouble with their Kobo, as there seems to be a real person monitoring their page.

The advice JK got to reset his Kobo Glo that worked (the instructions here did not for his Glo) are:

1.Ensure that the device is powered off
2.Press and hold the Light button
3.Slide the power switch to the right, hold for one second, let go of the switch
4.Continue to hold the Light button until the small light to the left of the power switch flashes
5.Let go of the Light button

In my case the time between letting go of the power switch (step 3) and the light flashing (step 4) was only about half a second. After that the ‘restoring’ message came up on the screen and this time it didn’t freeze but just carried on and let me then connect and set up the Glo again as normal.

I’ll be updating the reset page here with this info as well.  His comment is on the 25th Jan 2015 post as well as copied below:

JK said:

Hi there. I have some good news, and a recommendation for anyone who wants to carry on using their Kobo ereaders rather than drop them in the nearest bin. I asked my question via private message to the Kobo facebook page, and within a day had a really helpful response which enabled me to perform a factory reset on my unresponsive Glo. This time it worked perfectly, and I have been able to reload the Glo with the books in my library and from ADE. So for future reference, I would recommend contacting the fb page, as whoever works there is polite, helpful and seems to have a clue (unlike a lot of my experience with Kobo customer services).

For the record, the (super simple!) way to factory reset the Glo when it was unresponsive was this (copied and pasted from the message I received on fb):

1.Ensure that the device is powered off
2.Press and hold the Light button
3.Slide the power switch to the right, hold for one second, let go of the switch
4.Continue to hold the Light button until the small light to the left of the power switch flashes
5.Let go of the Light button

In my case the time between letting go of the power switch (step 3) and the light flashing (step 4) was only about half a second. After that the ‘restoring’ message came up on the screen and this time it didn’t freeze but just carried on and let me then connect and set up the Glo again as normal.

So credit where it’s due, I’m glad I saw elsewhere the tip to contact the fb page because they were SO much better than customer services. I’m really pleased it’s worked out this time. I tell you what though, I’m going to be super-careful about backing up my books now!

Thanks for your blog – it’s been really enlightening reading with some really helpful links, and I feel much more equipped now to find help should the same thing happen again. Cheers!

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