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Viet - E-reader Tech
Viet - E-reader Tech, Technician
Category: E-Readers
Satisfied Customers: 37160
Experience:  Troubleshoot issues with E-readers.
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Please. The only shortcut button that works is 'settings' a

Customer Question

please. The only shortcut button that works is 'settings'
JA: How long has this been going on?
Customer: a week
JA: What troubleshooting have you tried?
Customer: Home; Library etc. do not work
JA: The eReader expert can solve this for you. Anything else you want him to know before I connect you two?
Customer: No, thanks - just a 'fix' please
Submitted: 10 months ago.
Category: E-Readers
Expert:  Viet - E-reader Tech replied 10 months ago.

Hi,

I'm sorry about the issue. What's the model of your device?

Does it have touchscreen?

Is there nay error or message?

Please reply at the box below. Thank you,

Customer: replied 10 months ago.
Nook Color
Yes - touchscreen
No error message
the row of shortcuts will not work with the exception of 'settings'
Expert:  Viet - E-reader Tech replied 10 months ago.

Can you please press and hold the power on / off button on your Nook color ereader device for about 45 seconds, then turn it back on and check?

Please reply at the box below. Thank you,

Customer: replied 10 months ago.
standby
Expert:  Viet - E-reader Tech replied 10 months ago.

Yes, I'm staying here with you. Please let me know after trying. Thank you,

Customer: replied 10 months ago.
No change ... only settings works
Expert:  Viet - E-reader Tech replied 10 months ago.

Sorry, please press and hold Power button for about 20 seconds to power off

, then press at the same time the two buttons Power and Home "n" for about 20 seconds

, that should start the restarting process

, wait about a minute, then turn it back on and check.

Please let me know. Thank you,

Customer: replied 10 months ago.
okay standby
Expert:  Viet - E-reader Tech replied 10 months ago.

OK, thank you.

Customer: replied 10 months ago.
It is asking me if I want to do a factory reset - does that mean all books will need to be downloaded again?
Expert:  Viet - E-reader Tech replied 10 months ago.

Yes, please do factory reset. Yes, books will need to be downloaded again, but that will be a quick process. Thank you.

Customer: replied 10 months ago.
Clearing data .... standby
Expert:  Viet - E-reader Tech replied 10 months ago.

OK, thank you,

Customer: replied 10 months ago.
It has reset. Now I have to go through the set up process. so far touchscreen appears to be working. Haven't gotten to the shortcuts until I do time zone etc.
Expert:  Viet - E-reader Tech replied 10 months ago.

You're welcome. Great. That looks good since the touchscreen is working, but if there is any issue later, you can always get back to me any time. Do you need anything else for now? Please reply at the box below. Thank you,

Customer: replied 10 months ago.
There appears to be a problem with the touchscreen keyboard. the lower keys do not work/
Expert:  Viet - E-reader Tech replied 10 months ago.

Sorry. Can you please tap Settings from the Quick Nav Bar, tap Device Info, then tap About Your NOOK®, then let me know the Software version number there. Thank you,

Customer: replied 10 months ago.
I cant get past the wifi screen. the version was 1.43 if I remember correctly
Expert:  Viet - E-reader Tech replied 10 months ago.

Press and hold the Power on / off button for about 20 seconds, then turn it back on and try again. Thank you.

Customer: replied 10 months ago.
I am at a play video screen
Customer: replied 10 months ago.
Last time I skipped the video
Expert:  Viet - E-reader Tech replied 10 months ago.

Please skip the video again and check. Also, charge your nook while trying. Thank you,

Customer: replied 10 months ago.
okay - standby
Customer: replied 10 months ago.
The bottom two lines of the keyboard do not work with the exception of the "DONE" button. I cannot enter the wifi password ***** a result.
Expert:  Viet - E-reader Tech replied 10 months ago.

I'm sorry. Can you please try a tip at the website below to see if it is able to fix the screen:

https://webdevdoor.com/devices/fixing-unresponsive-nook-touch-screen

Please let me know. Thank you,

Customer: replied 10 months ago.
ok
Customer: replied 10 months ago.
first tip did not work - looking for monitor cleaner
Expert:  Viet - E-reader Tech replied 10 months ago.

OK, thanks.

Customer: replied 10 months ago.
still the same issue - it is plugged in. charge level is at 65%. the backspace and Done keys are the only keys on the bottom that work. that is the area where the settings key was located which was the only shortcut that worked.
Expert:  Viet - E-reader Tech replied 10 months ago.

I'm really sorry; we've tried all troubleshootings, i.e., resetting it to factory default settings, and cleaning the screen; this confirms that part of the screen is damaged; it's a hardware issue, so you need a new nook. And/or do you have a Windows 8 / 8.1 / 10 computer, or a tablet or a smartphone that you can read your nook books on?

Please let me know. Thank you,

Customer: replied 10 months ago.
Thank you for your assistance.
Expert:  Viet - E-reader Tech replied 10 months ago.

You're welcome. You can read your nook books on another device for now. If you need help with anything else, please let me know any time. Also, can you please take a moment to rate my service today by clicking on the 5-star icon at the top, then click on Submit. Thank you very much for your patience.

Customer: replied 10 months ago.
thanks - will do
Expert:  Viet - E-reader Tech replied 10 months ago.

You're welcome. Thank you again,