1 2 3 4 Previous Next 131 Replies Latest reply on Aug 21, 2017 9:58 AM by syrah1

    Issue with Kobo Touch and Adobe

    ameliac11744344

      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.

        • 1. Re: Issue with Kobo Touch and Adobe
          ameliac11744344 Level 1

          Just to add to this....

           

          I had Adobe 4.5 - I unauthorized kobo and computer and uninstalled.

           

          I downloaded Adobe 3.0 and reauthorized the computer and the device. I downloaded a NEW book from the Library (Overdrive) and transferred it to ADE and then transferred it to my device. I can see it on my device as "new" but no picture shows up....it's just a black book. I get the same "Oops!" error as before.

           

          SO........

           

          I unauthorized kobo and computer and uninstalled Adobe 3.0

           

          I downloaded Adobe 2.0 and reauthorized the computer and the device. I downloaded a NEW book from the Library (Overdrive) and transferred it to ADE and then transferred it to my device. I can see it on my device as "new" but no picture shows up....it's just a black book. I get the same "Oops!" error as before.

           

          IT WON'T WORK!!!!!

          • 2. Re: Issue with Kobo Touch and Adobe
            thes916281

            I am just wondering if you ever found a solution to your problem.  I am experiencing the same issue and am very frustrated with the level of support offered by Adobe.

            • 3. Re: Issue with Kobo Touch and Adobe
              ameliac11744344 Level 1

              No!!!! I'm still so frustrated!!!!

               

              I was was on live chat support With Kobo but they are stumped!

              • 4. Re: Issue with Kobo Touch and Adobe
                bethe86102319

                We have 2 Kobo Touch readers that have just had the update processed from Kobo.  Are you running Software version 4.2.8432 dated 1/24/17?  We are having the same issue - we downloaded books from the library & ADE 4.5 (or ver 3 - I did much the same as above with changing versions of ADE as well) will copy to the reader but we get an "OOPs" message that reads CE_COPY_NOT_ALLOWED No Permission to copy the book.  This has been a big frustration trying to get the library books on to the reader with no success.  We did get a library book to copy before the update came down from Kobo so we are almost to the conclusion that there is something in the last Kobo update that has created this problem.

                • 5. Re: Issue with Kobo Touch and Adobe
                  ameliac11744344 Level 1

                  I think you are correct. The issue seems to be with the Kobo Touch only in the way of no fix for it.

                   

                  I will try to go online tomorrow and live chat again with them and see if they have any other suggestions.

                   

                  I will keep you posted!!!!

                  • 6. Re: Issue with Kobo Touch and Adobe
                    antoinettem62045923

                    I am having same problem - if you find a way to resolve this issue it would be wonderful - I can download ebooks from library via ADE version 3.0 - read on desktop however once copied onto Kobo touch ereader - unable to read - message indicates protected by DRM and is not currently authorized for use with your Adobe ID - my adobe ID is correct - arghhhh! btw I was on the phone with library & on the phone with kobo & live chat with adobe - still no success

                    • 7. Re: Issue with Kobo Touch and Adobe
                      thes916281 Level 1

                      I followed the instructions I copied from maureenhutch, de-authorized both ADE and my Kobo, downloaded a brand new book from the library, logged into my Adobe ID when prompted, transferred to my Kobo and it opened with no problems.  After that, I re-downloaded the books I could not open and transferred to my Kobo and they all opened no problem.  Hope this will work for you as well.

                      • 8. Re: Issue with Kobo Touch and Adobe
                        antoinettem62045923 Level 1

                        thanks for your feedback - I have tried to de-and un-install both ADE and kobo ereader - then re-installed and re-authorized both devices with ADE version 3.0 - ebook from library protected by DRM appears in computer desktop (able to open and read - as always) however when I copy to ereader device the book appears in the library however will not open - message indicates protected by DRM and Adobe ID is unauthorized - any other ideas

                        • 9. Re: Issue with Kobo Touch and Adobe
                          ameliac11744344 Level 1

                          thes916281 - what kind of Kobo are you using?? A touch??? What version of Adobe are you running????

                          • 10. Re: Issue with Kobo Touch and Adobe
                            ameliac11744344 Level 1

                            I have now done another factory reset on my Kobo. Nothing.

                             

                            Also, I unauthorized the kobo and the computer and uninstalled ADE 2.0 and then installed ADE 1.7.2

                             

                            Now when I go to download a book it shows in my downloads (on my mac) but when I go to add it to My Library in ADE the .acsm file is greyed out .....so I can not select it. I have tried "open with ADE" and also a drag and drop. Neither work.

                             

                            Any ideas????

                            • 11. Re: Issue with Kobo Touch and Adobe
                              thes916281 Level 1

                              I am using a Kobo Touch that is about 5 years old.  Never really had a problem with it before.  I also have a Kobo Mini that was giving me the same message and it is now fine as well.  Running Adobe 4.5.  When I followed the instructions given by maureenhutch I was able to download and read the new borrow from the library.  I then also went back and re-downloaded the books that I couldn't open before and now they all open in my Kobo with no problem.

                              • 12. Re: Issue with Kobo Touch and Adobe
                                thes916281 Level 1

                                I did not uninstall ADE.  I plugged my Kobo into my tablet, then erased the authorization on both my tablet and my Kobo, went to the library and borrowed a new, never downloaded book.  When I downloaded the book, it asked me to log in with my Adobe ID which I did.  I dragged the book to my Kobo which had already re-authorized and the book opened in my Kobo bookshelf and also opened in the Kobo when I disconnected from my tablet.  I then re-downloaded the books that previously would not open, dragged them to my Kobo and they all opened no problem.  I am using a Kobo Touch and running ADE 4.5.  If this doesn’t work for you I don’t have any other suggestions.  I saw comments from a number of others on the Adobe forum in another string that said this also worked for them.  Good Luck!

                                • 13. Re: Issue with Kobo Touch and Adobe
                                  antoinettem62045923 Level 1

                                  can you tell me where to find instructions from maureenhutch - I will retry - thanks

                                  • 14. Re: Issue with Kobo Touch and Adobe
                                    antoinettem62045923 Level 1

                                    I am encountering same issues with adobe 3.0 & 4.5

                                    • 15. Re: Issue with Kobo Touch and Adobe
                                      thes916281 Level 1

                                      I found her posting on the forum.  On the right side of the screen there was a similar question that started “every time I download a book I get a message…….”  I clicked on that message and when it opened, I again looked on the right side of the screen and there was a question that said “re¨Oops….” And when I clicked on that, there was a whole thread of postings to do with this problem and “maureenhutch in response to Nanaky” was one of the solutions that several said worked.  I just stumbled on it by chance.  I tried to copy and paste her instructions into one of my postings, but it was not accepted on the forum when it posted.

                                      • 16. Re: Issue with Kobo Touch and Adobe
                                        ameliac11744344 Level 1

                                        i am so glad it worked for you!!!

                                         

                                        Are you using a mac or a pc??

                                         

                                        Are you you able to copy and past the link the the page in a reply so we can acress the information?

                                         

                                        I cant ant wait to give it a try!

                                        • 17. Re: Issue with Kobo Touch and Adobe
                                          thes916281 Level 1

                                          I am using a Surface Pro tablet.  I am sorry I can't seem to copy and paste the instructions from maureenhutch into my reply.  It looks like I have managed to do it but when my comment shows up on the forum, the copy and paste isn't there.  Again, I followed those two links on the right side of my screen at the beginning of this thread under MORE LIKE THIS...I totally understand your frustration!!!  Maureen's post was from almost a year ago, Mar 26, 2016 so this is an ongoing problem and it has occurred on many different Kobos - the Touch, Mini, the Glo and seems to occur on both Mac and PC.  Wish I could help you more.

                                          • 18. Re: Issue with Kobo Touch and Adobe
                                            thes916281 Level 1

                                            Here is her message verbatim:  Re:  Oops! This document couldn't be opened".  Gosh so many people are reverting to ADE 3.0 but that appears to be totally unnecessary.  Here is what I did on ADE 4.5 and it worked for me:

                                            If you are having trouble getting library books on a kobo (quite probably a new one because changing things typically causes problems), try deleting all authorizations - (on your computer and on your ereader, but keep the ereader connected.)  Then go to your public library website and get a NEW book - (something about trying to open a book that you already took out somewhere, causes a glitch - for example if you previously opened a book on a tablet or phone, then that's it - there will very very likely be NO OPENING it elsewhere, so make sure it is a newly borrowed one.  If you are out of new borrows, you will have to use adobe digital editions to RETURN one of your digital library books.  CLOSE and reopen ADE so that the return definitely happens).  After deleting all authorizations (check in all locations to make sure it shows no authorizations), download the new book to your saving spot, then click it to make it open in adobe digital editions.  Adobe will then PROMPT YOU for the authorization.  Use the drag down menu to find your library's license type, for me it is Overdrive.  Then enter your (Overdrive or whatever you use) email address and password.  This should cause the book to open AND it also should cause your connected ereader to become authorized at the same time.  Click the back button at the top and then click your ereader, and then it's gear sign to look to see if the ereader is also authorized.  Even if it is not authorized, try dragging the new book onto it.  This should work immediately (as it did for me), or it should ask for an authorization.  You can then click on the ereader (not on all items) and see if you can open the book as it sits in the ereader area.  If it opens there, you should be good.  Direct quote from maureenhutch Mar 26, 2016.  (I dragged my book to my Kobo then looked on my Kobo under the downloads.  When I clicked on the book, it opened and I could see that I was going to be able to read it without any problems.  These are the instructions I followed, and I now have 7 books that I can open and read on my 5 year old Touch )

                                            • 19. Re: Issue with Kobo Touch and Adobe
                                              antoinettem62045923 Level 1

                                              Thank you - I have followed these steps carefully - all seemed good - I was so excited until....I ejected the kobo touch ereader (5 yrs old) from the desktop - then tried to open the downloaded book on ereader - book is black and same message continues to appear indicating that book is protected by DRM and not authorized with this adobe ID account - if anyone has any more ideas....please let me know....I have tried over and over with different accounts (two different ADE accounts and one overdrive account)

                                              • 20. Re: Issue with Kobo Touch and Adobe
                                                ameliac11744344 Level 1

                                                Same with me!!!!!!!!

                                                 

                                                I tried again today. No use!

                                                • 21. Re: Issue with Kobo Touch and Adobe
                                                  bethe86102319 Level 1

                                                  Thanks everyone for help on this issue....I'm not exactly sure how I got this to clear today.  I unauthorized & re-authorized the software & my reader(s) etc & even tried to return the e-book to the library as thes916281 suggested....couldn't do that either......I did download a new e-book from the library as suggested - & it loaded to the reader & can be opened to read.....just on the off chance of some dumb luck, I copied the original ebook that was giving me issues to the reader (after the new download loaded & opened) and to my surprise it copied on to the reader with no problem.  I'm surprised that things have worked out today when I've been struggling to get them to work for about a week now.  Back to the joy of Reading!!!!!

                                                  • 22. Re: Issue with Kobo Touch and Adobe
                                                    marlened97776262 Level 1

                                                    I am having the same problem with my kobo touch.  It started after I did a sync which automatically did an update as well as an upgrade to my kobo.  When I was finished I could no longer open my partially read library book.  So I tried borrowing other library books and it wouldn't let me open them either.  I keep getting the "Oops! This document couldn't be opened"  I have done two factory re-sets on my Kobo as well as un-installing and re-installing ADE. three times.  I've also talked with a kobo rep twice and they walked me through a bunch of stuff to no avail.  I've also talked to my local library and they can't figure it out.  Finally I sent a message to ADE but haven't heard back yet.  If you figure it out please let me know.  I am feeling really discouraged and frustrated!!!

                                                    • 23. Re: Issue with Kobo Touch and Adobe
                                                      ameliac11744344 Level 1

                                                      I just went out and bought a Kobo Aura One.

                                                      Took 30 seconds to set up with kobo via wifi.

                                                      1 min set up with Overdrive Library.

                                                      15 seconds to download a book directly to the kobo.

                                                      No adobe needed.

                                                       

                                                      Its awesome. And the backlght is so nice.

                                                       

                                                      Buying a a new one ended up being my fix!

                                                      • 24. Re: Issue with Kobo Touch and Adobe
                                                        tanyar3476

                                                        I am having exactly the same issues... terribly disappointed with the software.  Even after multiple uninstall/reinstalls, nada.  If anyone has any success please share.

                                                        • 25. Re: Issue with Kobo Touch and Adobe
                                                          ros_pau Level 1

                                                          Sorry don't believe a word. I bought Aura also and have the same problem viewing books on the reader. I've tried all the remedies without success. Not to mention that is keeps re-booting on its own.

                                                          1 person found this helpful
                                                          • 26. Re: Issue with Kobo Touch and Adobe
                                                            marlened97776262 Level 1

                                                            I find it interesting as well that all of us having problems is with the kobo touch and that they were all working fine until the latest update.  My kobo is 5 yrs old as well and I have been borrowing at least 2 books a week from my local library and have never had a problem until this last update.  In fact I was in the middle of reading a borrowed library book when I did a sync/update.  So I feel quite certain that the problem is with Kobo upgrading my e-reader. 

                                                            • 27. Re: Issue with Kobo Touch and Adobe
                                                              marlened97776262 Level 1

                                                              Am thinking if I have to buy a new e-reader it won't be a kobo which is a shame because I have been really happy with mine until the last update.  I guess will depend on the resolution to this problem.  Apparently Kobo help says they are working on the solution and I still haven't heard back from ADE yet. 

                                                              • 28. Re: Issue with Kobo Touch and Adobe
                                                                sarahm81400354

                                                                Has anyone found any other useful tips for this issue?

                                                                 

                                                                I have a Kobo Touch and am experiencing the same problems. I've done absolutely everything and I still can't read library books. I call Kobo and it was no help.

                                                                 

                                                                I agree is frustrating and am now thinking of buying a new ereader. I do not want another Kobo but the e reader market is so small.

                                                                • 29. Re: Issue with Kobo Touch and Adobe
                                                                  antoinettem62045923 Level 1

                                                                  ....5 days later....is Kobo any closer to resolving the issue....after various attempts at authorizing/de-authorizing & installing/uninstalling ADE 3.0 & 4.5 and installing/uninstalling Kobo desktop...still no success with library protected DRM ebooks...one of my colleges attempted a clean start...took my Kobo touch ereader and installed Kobo destop and ADE 4.5 with new accounts...still unable to read library DRM protected ebooks on the kobo touch....I continue to try various scenarios....

                                                                  • 30. Re: Issue with Kobo Touch and Adobe
                                                                    sarahm81400354 Level 1

                                                                    Please keep us posted! If there is an issue with the update, I wish they'd just admit it. I found my first encounter with customer service to be extremely negative and am reluctant to call again.

                                                                    • 31. Re: Issue with Kobo Touch and Adobe
                                                                      ros_pau Level 1

                                                                      From all that I've been able to gather the problem lies with Kobo software.

                                                                      How long it takes to resolve is anyone's guess.

                                                                      • 32. Re: Issue with Kobo Touch and Adobe
                                                                        Blake & Janice Irwin

                                                                        I keep trying, but have not been able to get it to open borrowed books.Spent a long time with Kobo live help, but he could not help.This  is a new Kobo update and I think that the problem stems from it.We need to contact Kobe and ask them to repair this  update glitch.

                                                                             Please everyone, push Kobe to get on this right away.

                                                                                  Blake

                                                                        • 33. Re: Issue with Kobo Touch and Adobe
                                                                          marlened97776262 Level 1

                                                                          After several days I still can't get library books to open on my kobo.  Adobe Digitals still hasn't got back to me after 5 days and kobo was supposed to contact me when they found a solution but I still haven't heard from them.  I agree that it is a Kobo issue as didn't have any problems until the last update.  I am really disappointed in kobo support! 

                                                                          1 person found this helpful
                                                                          • 34. Re: Issue with Kobo Touch and Adobe
                                                                            joannad29557086 Level 1

                                                                            Just want to add my voice to those who are having this problem. I've worked on this for at least 3 hours tonight and tried many combinations of uninstalling / reinstalling and unauthorizing / reauthorizing ade and Kobo desktop. Also tried factory reset. I agree that it seems to be related to the recent Kobo upgrade. Hoping there is a resolution soon.

                                                                            • 35. Re: Issue with Kobo Touch and Adobe
                                                                              anned74705766

                                                                              I have a similar problem with Kobo Aura H2o

                                                                              .

                                                                              Adobe team !!!!!!!!! fix this

                                                                              • 36. Re: Issue with Kobo Touch and Adobe
                                                                                anned74705766 Level 1

                                                                                Where is the ADOBE  TEAM that can solve this problem ?

                                                                                • 37. Re: Issue with Kobo Touch and Adobe
                                                                                  talerboy

                                                                                  I have  a similar problem  my ade went awry after Kobo updated I did a  factory reset but am unable to authorise I get a fault message coming up which tells me that my internet is non existant this is not  the case any help for a frustrated 84 year old !

                                                                                  • 38. Re: Issue with Kobo Touch and Adobe
                                                                                    75036984

                                                                                    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. 

                                                                                    • 39. Re: Issue with Kobo Touch and Adobe
                                                                                      joannad29557086 Level 1

                                                                                      I worked on this for a few more hours today. I chatted with Kobo help and these are the instructions they provided (this did not work):

                                                                                      "Please tap on 3 lines from home screen of Kobo Touch, then tap on " settings" then tap on "device information " then tap on "repair Kobo account". Once done then delete the public library book from Kobo Touch, then unauthorize / reauthorize computer and eReader with ADobe ID on ADE, then try with new/ different book from Public library."

                                                                                       

                                                                                      They said this was all the troubleshooting they could do. I asked if others were reporting this problem after the upgrade, and they said they have received no complaints...

                                                                                       

                                                                                      They did provide me with a free book to download from the Kobo library and open with ADE and this did work. So I'm not sure where that leaves me.

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