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Issue with Kobo Touch and Adobe

New Here ,
Feb 20, 2017 Feb 20, 2017

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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.

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replies 134 Replies 134
New Here ,
Mar 02, 2017 Mar 02, 2017

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Where is the ADOBE  TEAM that can solve this problem ?

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New Here ,
Mar 02, 2017 Mar 02, 2017

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Same issue. I use a Kobo Touch and ADE 3.0.  Didn't have any issues at all until Kobo forced the update to my device. Device software is now 4.2.8432 (same as above).  Ever since this update, I experience the same issues as the posts above.  Tried going to ADE 4.5, 4.5 and even all the way back to 2.1!  Tried the suggestions above for resetting the device and downloading a completely new book.  But still not working. Given that this problem started with the new device update, it certainly suggests it's the kobo software.  Kobo says to go to Adobe for help.  Adobe says to go to Kobo for help. So, no further ahead. 

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New Here ,
Mar 05, 2017 Mar 05, 2017

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I have an original Kobo Touch and all was working fine until it upgraded to 4.2.8432. Now I get the same problem as many people have reported here.

I only use my Kobo for library books and books converted through Calibre. I don't have any purchased Kobo books.

So, as it was useless to me in its present form I did the following:

Note: the following will erase all data from your Kobo

1. Made a note of any stats that I wanted; how many books I've read and how many hours I've been reading. Just because I like to know that sort of thing.

2. Carried out a Factory reset from the Settings menu. (This erases everything from the device and resets the operating system back to its original version.)

3. When it restarted I skipped the setup and did not sign in with my Kobo ID. (I don't buy their books anyway.)

4. Made sure that the Kobo desktop program was not running.

5. Plugged my Kobo into my PC

6. Started ADE 4.5 and reauthorised my Kobo.

7. Dragged my books to my device.

8. Ejected the Kobo as usual.

They then appeared and I can open them without the dreaded 'Oops!' message.

Yes, it's a very old version of the operating system and I can't resync to my Kobo account but all I want to do is to read my books!

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New Here ,
Mar 05, 2017 Mar 05, 2017

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Thank you so much for your workaround.  I also have a Kobo Touch and just started having this same issue once it was updated to 4.2.8432.  I have spent 4 hours trying all the different workarounds people have posted and none of them worked.  I suspected the issue was due to Kobo's software upgrade and as I soon as I read your workaround, I was very optimistic that it would work and it did since it uses the old software prior to Kobo's recent update.

I hope Kobo fixes this problem so we don't have to use old software.  But at least I can now read my library books until they do fix it.  Again thank you once again!

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Community Beginner ,
Mar 05, 2017 Mar 05, 2017

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Yes! This worked for me to. Not ideal, but I also don't buy books and really just want to be able to read library books, which this allows me to do. Thank you!

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Participant ,
Mar 05, 2017 Mar 05, 2017

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With a problem like this which is still unfixable perhaps it is time to de-drm the books.  GIYF

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Community Beginner ,
Mar 05, 2017 Mar 05, 2017

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It worked for me too!

I agree it's not ideal using software from 6 years ago but I'm happy it works.

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Community Beginner ,
Mar 08, 2017 Mar 08, 2017

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Thank you! Thank you! Thank you!  I have authorized/de-authorized & installed/uninstalled Kobo/ADE3.0/ADE4.5....many times over and over during the last few weeks....followed steps you suggested....it worked...I am so excited...back to reading library books....I also only use my Kobo touch to read library books....old version of operating system it is...unable to resync eareader...oh well....

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New Here ,
Mar 21, 2017 Mar 21, 2017

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This didn't  me.  the book is on my Kobo by it doesn't show up in the library.  What language did you use?

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New Here ,
Mar 06, 2017 Mar 06, 2017

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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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Explorer ,
Mar 10, 2017 Mar 10, 2017

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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

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Community Beginner ,
Aug 04, 2017 Aug 04, 2017

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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?

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Explorer ,
Aug 04, 2017 Aug 04, 2017

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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?

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Community Beginner ,
Mar 11, 2017 Mar 11, 2017

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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?

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Explorer ,
Mar 11, 2017 Mar 11, 2017

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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

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Community Beginner ,
Mar 11, 2017 Mar 11, 2017

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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

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Community Beginner ,
Mar 11, 2017 Mar 11, 2017

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Used that email and got an auto-reply saying they no longer use that email address for customer service

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Explorer ,
Mar 11, 2017 Mar 11, 2017

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I'm sorry I received an email from that address so thought it would be ok, try this one instead, or of not call or use Chat:

kobo.mail1@frontlinesvc.com

Say you know it's a known problem as they will give you the runaround, I was on chat for an hour! Just say you want to report the bug.

I was as upset as you are and tried all that you have done to no avail. Have you read my temporary solution above about installing an older version of software as it does work. Would you like some help trying to do this? You will only be able to read library books but not purchased ones, but it will offer a short term solution until/if they provide one.

I am going on holiday soon so was desperate to load some library books on that I have waited for from the library site for 2 weeks on hold!

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Community Beginner ,
Mar 11, 2017 Mar 11, 2017

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Just finished with live chat service, Was told to contact my library

image.jpeg

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Explorer ,
Mar 11, 2017 Mar 11, 2017

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I don't think the library will be able to help as they won't be technical enough. I am fairly certain it's not a problem with ADE as I placed the books on with both versions 3.0 and 4.5. Kobo keep saying you need to run 3.0. You are getting the runaround like I did. Can you call back tomorrow. I used the 2nd email address this morning and it hasn't bounced back (the help one I picked up from another Kobo forum).

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Community Beginner ,
Mar 11, 2017 Mar 11, 2017

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I got the same response from Kobo yesterday and sent them a link to this discussion thread on the Adobe forum. This morning I got a message from Kobo escalating my complaint to a higher customer service level.

Don't know if or when it will resolve the issue, but better than sending us back to the library folks - as I am convinced this is a Kobo update issue. Worth a try doing the same thing as your next step.

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Explorer ,
Mar 11, 2017 Mar 11, 2017

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Hi yes I sent them a link to this thread too!

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New Here ,
Mar 13, 2017 Mar 13, 2017

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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.

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Explorer ,
Mar 13, 2017 Mar 13, 2017

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Hi,

Thanks for the update will be interested to hear if they do fix it, however mine is now working fine using my fix above, by going back a software version..

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New Here ,
Mar 15, 2017 Mar 15, 2017

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I just got off the online chat w kobo and they say they are aware of the problem and are working in a software update to fix the problem. She said it should be rolled out in the next few weeks....

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