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Anonymous

Question

Issue with Kobo Touch and Adobe

Forum|Forum|9 years ago
February 20, 2017
20 replies
13906 views

I have a kobo Touch.

Software is up to date as of today. Adobe is up to date as of today.

I have books on it purchased from Kobo and they work just fine.

My issue is when I use Overdrive to download books and then load Adobe Digital Editions and transfer them to my Kobo, the books will show in the library but not open. I get an error message.

"Oops! This document count be opened......Digital Rights Management issue"

My kobo is registered with "account1".

My Adobe account is "account1". My computer is authorized with Adobe. My Kobo device has also been authorized using the same account "account1". Once I authorize it I get a message saying I can now share DRM books between the two devices.

However, once I open the book on the Kobo I am still getting the error message!!!

I have done 2 full factory resets to my kobo, powered on and off multiple times.

This is very frustrating. Please help.

This topic has been closed for replies.

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roxannes98986733

Participant

I've had this problem on and off for a while now. Problem solved, I bought a Kindle. The new Libby software that the libraries use transfers books over easily to Kindle. It seems to just be a Kobo problem.

S

Sailortoo

Participant

Well, after trying absolutely everything for hours (in the past I've succeeded in opening an Overdrive borrowed book now and again, followed by another 'book block' a few books later), I've given up.

Soooo . . . no more messing around. I'm reading my latest borrowing using Libby on my iPad, and will have to think about changing to Kindle (pity, 'cause I kinda liked my Kobo)

joannad88951140

Participant

Hi all,

Just wondering if many have been able to resolve this problem. I have worked on this off and on for a few months now, and still no luck. I just installed the Kobo update (4.5.9587) and was disappointed that it didn't work. Is anyone having success (and how was it achieved?!!).

Joanna

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syrah1

Participating Frequently

Hi,

Thanks for your post, I was going to ask if anyone had tried the latest update and it sounds as though it is still not fixed. I am still running on software from December 2015 using the fix I outlined above and can read library doing this, I would however like to be on the latest version!

joannad88951140

Participant

Ok, I think I spoke too soon. I am running the new Kobo software (v. 4.5 something - I can get the exact version if you need) and ADE 3.0 and I'm able to borrow library books. I can't recall exactly what I did, but I think it went something like this: install new Kobo software; deauthorize ADE from Kobo and computer and uninstall ADE; delete all epub files from the library that were on my computer; shut down computer; restart, install ADE 3.0, and authorize Kobo and computer. And there may have been some pixie dust involved - who knows?

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andriab38144065

Participant

Just spend a lot of time with the Kobo people on the phone trying to resolve this. From looking at the message boards it seems that several different people have had luck with several different things. This is what finally worked for me:

- factory reset of the Kobo Touch

- uninstall Adobe Digital Editions 2.0 and 4.5 which I had previously used

- install Adobe Digital Editions 3.0

- set up Kobo Touch after factory reset

- Authorize computer and device in Digital Editions 3.0

The first book I borrowed from the library transferred to digital editions without the "Error. Check Authorization" message I had previously got from Digital Editions but after transferring it to my Kobo I was still getting the error message about not proper authorization when I tried to open it on my Kobo. The Tech guy had me try downloading a second library book. It transferred to digital editions and then I transferred to my device. When I tried opening that one it worked. I tried opening the other one that had given me an error message a few minutes before and it worked. Hoping this is finally solved.

The Kobo tech told me to NEVER update the ereader unless I was having problems.

J

JaN40

Participating Frequently

Just downloaded Kobo's latest update for Touch (4.4.9344 (6f700792a0; 16-05-17) available since a few days in the Netherlands, borrowed an e-book from the public library and guess what: Kobo solved their software-problems, everything works fine again!

Locked the wifi again, you never know.

johns95644082

Participant

Interesting, I updated to the same version of firmware but still get the Oops DRM not authorised message. What version of Digital Editions are you using 3.0 or 4.5? Did you have to reauthorize & reauthorize everything?

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gwilkinsonjr

Participating Frequently

Here's an unhappy update: I just downloaded through ADE a library book I've been waiting for (John Sandford Golden Prey) and it won't open on either of our devices! ADE will read it from it's library or - very interesting - it can open and read it from either of the KOBO's libraries (on the devices). It looks like the last KOBO Aura update (Mar 17) knocked out my ability to read library books too.

I'm really pissed now.

S

syrah1

Participating Frequently

Where do you live? I have asked customer care for the email address of Trevor Hunter CTO, not sure if they will supply it, as I want to escalate it to him. I live in the UK if anyone who lives in Canada could ring their office it might be an idea to get his email address or speak to him, their number in Toronto is +1 416-977-8737

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gwilkinsonjr

Participating Frequently

It looks like many of us are having the same experience. Although it appears that at least once KOBO has admitted to the problem and said that they are working on a solution, it's too bad they keep telling other people to (waste their time by) go back to Adobe for a resolution.

I was a very early adopter to KOBO. I have tried to reach out to them on several occasions and am always surprised by their complete lack of customer service or concern. It's unlikely that I'd buy another KOBO if one of mine need replacement.

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KerynC

Participant

Response I've just received from the kobo team: -

"Thank you for contacting Rakuten Kobo customer service. It was a pleasure to help you today.

You contacted us today because you have an issue with your e-reader regarding to borrow book from the public library. We are really sorry for this inconvenience. Since this month the Adobe Digital Edition experiment some glitch, we are already advised about this issue and our technical team work to resolve this issue as soon as possible"

In the meantime my son is reading his library e-books on an android tablet.

J

JaN40

Participating Frequently

Same question as before: e-books from library will not open on Kobo Touch, since last update from Kobo (4.3.8945). Device is 5 years old.Ik askes Kobo help en followed their instructions: hard reset. I followed instructions library helpdesk: uninstall ADE, remove auhorisations; install ADE 3.0, authorise again. But it won't wordk. Kobo says: it is a problem of Adobe; library says, it is a problem of Kobo and so they leave it to me. Books I buy won't give a problem, also free loans don't give a problem, but the DRM-marked books give the problem. Still waiting with most of you for a solution, Jan Wilts, Netherlands

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KerynC

Participant

I found this thread while trying to work out why library books error on my son's Kobo Touch. I have since downloaded the same books via ADE to my Kobo Glo and they work fine. The version my Glo is running is 4.3.8966 updated on 14/3/17 so reasonably current.

Same books, same library using overdrive, same installation of ADE, only difference is the type of Kobo used, which backs up other peoples theories.

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christineb23093179

Participating Frequently

Same issues here. I've tried all the mentioned methods listed in these user forum pages. I have a Glo and a Touch - both the same problem.

Same results...."oops"....completely frustrating when I can read the book no problem on my computer and I can read any book I Purchase directly from kobo on my ereader.

Just got off live chat with them again....they are "escalating a higher level of Customer Care Department". Should hear back in 24-48 hrs. If I actually get a response or one that works, I will for sure update here but Im not hopeful.

C

christineb23093179

Participating Frequently

Got an email back from them. They said my Kobo's were not latest version and to update them again (even tho I had done that).

Anyhow, I did....low and behold, the versions I updated today were even newer than the one they told me to use.

Anyhow, they told me to do another update, deauthorize then reauthorize, delete the book and than reload.

I did everything they told me, in the same order they told me. I even tried a new book I haven't borrowed before.

Same darned result. I just sent this info back to them again...Sigh.

Sorry....if I find something that works, I will let you know asap.

S

syrah1

Participating Frequently

I also sent them an ISBN for one of the books I couldn't open, and informed them that the same thing has happened with EVERY library book I tried to put on the Kobo since the operating system was updated. I expressed my view that it is a problem with the update to the Kobo operating system, not with individual books. Their response was as follows:

"We apologize sincerely for all inconvenience caused. We are aware of the issue with Public Library books and we are working to get it resolved as soon as possible. We requested the information in order to better identify the problem and which books are mostly affected. As soon as there is a fix we will let you know. In the mean time, you can continue to read you Library books from the Adobe app on your computer."

I would rather use the original factory settings than read books on my computer. I don't think they understand their customers.

Hi,

I think you might be making some progress as they have admitted there is a problem and they are trying to fix it, but might be barking up the wrong tree investigating the books, all the ones I tried about 10 did not open. I have asked customer care for the email address of Trevor Hunter CTO, not sure if they will supply it, as I want to escalate it to him. I live in the UK if anyone who lives in Canada could ring their office it might be an idea to get his email address or speak to him, their number in Toronto is +1 416-977-8737

If you want to go back to software from 2015, rather than factory reset, so you would have been running with this for most of 2016, this is how to do it:

This is all from memory as I can't redo it on my Kobo. This procedure is written for people with reasonable PC skills but not an IT boffin. It means you will not be able to access any purchased books on your Kobo in future as with WIFI being turned off the books are not accessible but this fix works for the library books.

Make sure that the Kobo Desktop is NOT running and you have WIFI disabled on your Kobo.

Click or open this link, by right clicking and open in new tab or new window:

Firmware 3.19.5761 - MobileRead Forums

This page should appear:

Under the first heading:

Mark 3 Hardware: Original Touch(N905/N905B Model)

select the link below it:

http://download.kobobooks.com/firmwares/kobo3/january2016/kobo-update-3.19.5761.zip

This will open a zip file, on my PC in the bottom left hand corner of the screen, click on this to unzip or open it.

Connect your Kobo to the computer and select Connect on the device (if asked), making sure WIFI is still turned off to stop automatic updates.

Open File Explorer.

Locate where the zip file has been extracted to (kobo-update-3.19.5761). On my PC it was in "Downloads".

Do not copy the original unopened zip file (kobo-update-3.19.5761) itself to the device, instead:

Open the zip file.

The zip file contains the following 3 items:

Upgrade folder

manifest.md5sum

KoboRoot.tgz

Select all 3 items together and copy the entire contents of the zip file to the .kobo directory on the Kobo.

Safely remove the device from Windows (or your operating system of choice).

Disconnect the device from your computer.

The device will now install the new software on your Kobo.

Do not switch WIFI back on as otherwise your Kobo will try to update its software back to the current version which we know does not work.

This worked for me for library books using either version of Adobe 3.0 or Adobe 4.5 which makes me think it is a problem with the new Kobo software version and not Adobe.

Let me know if it works for anyone.

Hope this helps, if you need any more help or get stuck just ask.

shirleymid

Participating Frequently

same issue ....have used public library & overdrive & kobo touch for years, now I can no longer transfer my epubs to the kobo. same error "no permission to copy". using windows 10. have tried ADE 4.5 and 3.0, have de-authorized & reauthorized, have done factory reset....I can purchase, download & read Kobo books, but can no longer use library books.

should I contact Kobo?

S

syrah1

Participating Frequently

I would contact Kobo so they know many people have this problem it will increase the pressure to issue a fix, their email is help@kobobooks.com

shirleymid

Participating Frequently

Thanks. I sent this email:

I have a Kobo touch. For years I have been borrowing ePub books from the library and downloading them through ADE to read on my ereader.

For the past week I have not been able to do that. When attempting to transfer the ePub to the ereader a message appears that says no permission to copy.

All my software has been updated. I am using Windows 10. I have deauthorized & reauthorized ADE on the computer & the device. I have tried ADE 3.0 and 4.5. I have done a factory reset on the Kobo touch. I have tried several different books on different days. None of this has resolved the issue.

Please tell me how to get my Kobo to work again.

Thanks

S

syrah1

Participating Frequently

Hi,

There is another option if you feel comfortable doing this, I've had the same issue and Kobo admitted to me today they do know of the problem and a fix will be issued but its not on the latest firmware 4.3.8945 though as I've tried uploading that. So go back to an older version of software, I found that December 2015 works fine and better than 6 years old.

Here is a link how to do it: I have Mark 3 Touch, it's really just unzipping the file, putting it on the device and then the Kobo restarts. Obviously though you still cannot access books purchased as once you connect to the desktop site it will upgrade to the new version which has the fault. If the link doesn't work google version 3.19.5761

Firmware 3.19.5761 - MobileRead Forums

shirleymid

Participating Frequently

Well I'm back. I had a few months of reading thanks to syrah1 ....used her intructions to revert to 2015 software. Haven't made any changes since .... But suddenly I'm back to the same issue.

Does anyone know if Kobo has this fixed now that it has been 6 months? Wondering if updating the software will fix it?

S

syrah1

Participating Frequently

Hi,

I'm glad my fix worked for you, I'm still on the old version too but in no rush to change as it works, the above poster joanna seems to have had success though if you want to ask her what version she updated to maybe?

lassie123

Participant

Have had this issue since the Kobo upgrade as well (Kobo Touch approx 5 years old with Macbook Air). My latest error message has been CE_COPY_NOT_ALLOWED No permission to copy the book.

I decided to try the work-around described in Post #39 by joannad29557086 and IT WORKED!!! (for me).

One thing I paid attention to was the order in which I was de-authorizing and re-authorizing my device and computer. What I found was that I had to de-authorize the Kobo first. If I tried de-authorizing the computer first, it would not subsequently de-authorize the Kobo. So, after de-authorizing the Kobo, I de-authorized the computer. When I went to re-authorize, I didn't know if the order would be important, so I decided to start with the Kobo. I then noticed something that I've never seen in all my previous troubleshooting attempts. When I selected Authorize device, a window opened up and said it was authorizing BOTH at the same time. After this successful step, I then downloaded and transferred a NEW book from my e-library, followed by a successful download and transfer of a book that was previously giving me problems.

So I can't say if "the fix" was the Repair Your Kobo Account or a fortunate combination of all the steps I performed. YMMV and good luck!

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