How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Randy Boman Your Own Question
Randy Boman
Randy Boman, Technician
Category: E-Readers
Satisfied Customers: 9768
Experience:  E-Reader Technician
Type Your E-Readers Question Here...
Randy Boman is online now
A new question is answered every 9 seconds

My Kobo is stuck in sleep mode - not responding. I have

This answer was rated:

My Kobo is stuck in sleep mode - not responding. I have tried to do basic reset but nothing happens - the light flashes blue/green but I cannot turn it off/on.

Hi ,

My name is***** am sorry to hear that you are having this issue.

I will be glad to assist you with this.

You can reply to me here by typing in the box below please.

Try this please.

Press and hold the power button for 60 seconds, then try the reset button again. Let me know what happens please.

Customer: replied 10 months ago.
The green light flashes but it is still in sleep mode.

Okay, connect the charger cable, then wait 5 minutes and repeat the steps.

Customer: replied 10 months ago.
this is $27 in addition to the $38?

No, those are only options for the additional services. They are generally only needed for computer tech support.

Customer: replied 10 months ago.
I am charging it now but the screen does not change - still in sleep mode. I will wait a few more minutes and repeat the steps and let you know...

Okay, sounds good.

If your kobo's battery is completely drained it can take up to 15 minutes before it reacts to being plugged into power.

Customer: replied 10 months ago.
The same thing as above....nothing. should I let it charge for 15 minutes? I cannot tell how low the battery is because its stuck on the cover of the book I am reading in sleep mode.

Yes, it sounds like the battery is completely drained.

Are you charging with a wall charger or computer?

Customer: replied 10 months ago.
Customer: replied 10 months ago.
I'll switch to a wall charger and wait....

Okay, is the computer powered on?

Do you have a wall charger?

Yes, that will be good. The wall charger will be best.

Did you use a paper clip or similar object to press the reset button?

Customer: replied 10 months ago.
I used a paper clip. I just tried the steps again and nothing happened - the light flashes blue/green but still in sleep mode.

Which model is your Kobo?

Customer: replied 10 months ago.

Okay, try this. Hold the light button and power button at the same time for 20 seconds.

Customer: replied 10 months ago.
the light is flashing quickly and has been doing so for the last couple of minutes....
Customer: replied 10 months ago.
now it has stopped.
Customer: replied 10 months ago.
still in sleep mode.

Okay, do you have in a case?

If yes, remove the case and try.

Customer: replied 10 months ago.
I had removed the case the first time. I just tried again and the same thing happened. Still in sleep mode.

Okay, try this next.

  1. Insert a paper clip into the small hole beside the Micro USB slot and push gently.
    You'll feel a click and your eReader will reset itself.
  2. When you see square icons on the screen, insert a paper clip into the small hole beside the Micro USB slot and push gently.
  3. Repeat step 3 two more times.
    Your eReader's screen will turn black, and show a Critical error message. Don't worry, this is normal.
  4. Tap the check mark icon at the bottom of the screen to reset your eReader.
Customer: replied 10 months ago.
I pushed the paperclip -the green light at the top flashed but no square icons appear on the screen - still the same.
Customer: replied 10 months ago.
I guess we have run out of options?

Yes, sorry about that. Unfortunately those are we the only options. It seems to be a hardware failure or maybe the firmware has corrupted.

Customer: replied 10 months ago.
Thank you for your trouble. I'm already looking for a replacement.

Your welcome!

Are you looking for the same model?

If yes, you can get a refurbished model that will be a good value.

Please reply and let me know if you need any other assistance,

Also, please take a moment to rate my service by choosing one of the stars at the top then click submit.

Thank you!

Randy Boman and 3 other E-Readers Specialists are ready to help you
Customer: replied 9 months ago.
Your service was ok but the fact that the problem was not resolved and I was charged $38 was hard to swallow.

Thank you!

Customer: replied 9 months ago.
Thank you for the $38? I bought a replacement. Hopefully it will not go into coma mode like the last one!!

Thank you for allowing us to assist you. I only do the tech support, sorry I do not have any control over the fee.

Customer: replied 9 months ago.
We tried. We failed. No worry!

Thank you again.