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Help, please! My jetBook Lite has frozen.  XML
Forum Index » jetBooks
Author Message
Little.Egret



Joined: 01/09/2010 18:59:06
Messages: 17
Location: Walton-on-Thames, Surrey, England, UK
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elf wrote:Well,after spending $40 today (SD card,Card reader) and loading those firmware update files onto it and then following the instructions on that Update page....nothing happens. Exactly the same...what a surprise
1. The first thing it says to do is to 'Make a backup copy of the files that you store on your device'...well,hello,if you can't turn the device on,or plug it into a computer,how can you make a copy of the files that you have stored in it? I suppose all the books I had in it are gone now,yes? Whatever,I have them elsewhere,but...
2. It says,'Place the SD card in the slot...press reset,the device will turn off'. From this, I have to assume that you need to turn the device on before you load the SD card....again,the device won't turn on except to load the initial screen...then you can't even turn it off except with the reset. Ok? Understand? That's what everybody here is saying,you can't turn the thing on...so how can you update the firmware?

[...]
Ectaco advising 'someone' on this forum to send the device back with the warranty and all this stuff to an address in USA. Dude,do you mean we all should send them back? I didn't even buy the thing from Ectaco,I bought it through Amazon from some shop in some city in the States somewhere. I don't have a warranty that I can find either,but I know it was in January 2010. I would have an email somewhere here from them I suppose,whatever. How long is the warranty on this thing anyway? I'm in Australia,the website I got the link to this support forum had the name,Ectaco Australia...can I send mine there?



The bit about a firmware update that you may have got wrong

== 23/May/10 ngrant on Mobileread
Have you tried a "hard reset" like you do after a firmware update?

When the screen is on - showing the logo -- press and release Reset button (on the back of the JBL) and the JBL should turn off. Then press Power and keep it pressed. While it's pressed push the Right Arrow button (near Ok button) till the picture appears on the screen. Once it appears, release all buttons.
==

The right arrow should force a different startup (I am told).

As to returning the JBL, if there is a ECTACO Australia ask them if they will accept a return. The poster (Phil - technical support )did not answer my question as to whether I could return mine to ECTACO's UK office in London.

Try http://australia.ectaco.com/feedback/

There ia a one year "international warranty" - copy on, eg, the ectaco.co.uk web site "return to a dealer or office" You should be OK if you have a receipt from someone.

This message was edited 2 times. Last update was at 09/28/2010 06:47:19


Little Egret in Walton-on-Thames
elf



Joined: 06/20/2010 22:48:05
Messages: 16
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Little Egret,thanks a lot for the reply. I've asked them at that tech support page where to send it...no reply yet. Yes,I tried the on/off and the right arrow in the update process. Another thing those instructions don't make clear is if you need to remove the SD card after the update...Well,I also tried removing the SD card before turning it back on...nothing again,just the same. I wasn't quite sure if you meant to try holding the arrow/on/off while trying to turn the device on after the update as well...so I tried that too...nothing,just the same. Once that initial screen is there the only button that does anything at all is the reset...that turns it off.
I checked my emails etc,I bought this Jetbook from a store on Ebay actually in Jan. I've emailed the seller,no reply yet. The thing is,the package was actually posted from that official Ectaco address in NY,so I suppose this Ebay seller just acts as some kind of a middleman or something,not sure. I have all the original packaging,i
Jerry



Joined: 06/28/2010 05:09:51
Messages: 908
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elf wrote:Little Egret,thanks a lot for the reply. I've asked them at that tech support page where to send it...no reply yet. Yes,I tried the on/off and the right arrow in the update process. Another thing those instructions don't make clear is if you need to remove the SD card after the update...Well,I also tried removing the SD card before turning it back on...nothing again,just the same. I wasn't quite sure if you meant to try holding the arrow/on/off while trying to turn the device on after the update as well...so I tried that too...nothing,just the same. Once that initial screen is there the only button that does anything at all is the reset...that turns it off.
I checked my emails etc,I bought this Jetbook from a store on Ebay actually in Jan. I've emailed the seller,no reply yet. The thing is,the package was actually posted from that official Ectaco address in NY,so I suppose this Ebay seller just acts as some kind of a middleman or something,not sure. I have all the original

Jerry C,
Ectaco Inc
www.ectaco.com


Please make sure you review each threads unique RULES before posting.
Jerry



Joined: 06/28/2010 05:09:51
Messages: 908
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elf wrote:Little Egret,thanks a lot for the reply. I've asked them at that tech support page where to send it...no reply yet. Yes,I tried the on/off and the right arrow in the update process. Another thing those instructions don't make clear is if you need to remove the SD card after the update...Well,I also tried removing the SD card before turning it back on...nothing again,just the same. I wasn't quite sure if you meant to try holding the arrow/on/off while trying to turn the device on after the update as well...so I tried that too...nothing,just the same. Once that initial screen is there the only button that does anything at all is the reset...that turns it off.
I checked my emails etc,I bought this Jetbook from a store on Ebay actually in Jan. I've emailed the seller,no reply yet. The thing is,the package was actually posted from that official Ectaco address in NY,so I suppose this Ebay seller just acts as some kind of a middleman or something,not sure. I have all the original

Jerry C,
Ectaco Inc
www.ectaco.com


Please make sure you review each threads unique RULES before posting.
elf



Joined: 06/20/2010 22:48:05
Messages: 16
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Hey,

Luckily we have a one year manufacturers warranty against all defects. We even replace the device you have with a brand new unit. You would have to send the device back to our New York office.

Please contact technical support directly to obtain an RMA number. You can call 718-728-6110 or email Phil@ectaco.com

Hope this helps!
Jerry Ok,thanks for the reply. I emailed your technical support about a week ago,got no reply. This thread wasn't here today for some reason,so I only just saw your reply. Today I emailed Phil anyway. Cheers.
Jerry



Joined: 06/28/2010 05:09:51
Messages: 908
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elf wrote:


Hey,

Luckily we have a one year manufacturers warranty against all defects. We even replace the device you have with a brand new unit. You would have to send the device back to our New York office.

Please contact technical support directly to obtain an RMA number. You can call 718-728-6110 or email Phil@ectaco.com

Hope this helps!
Jerry
Ok,thanks for the reply. I emailed your technical support about a week ago,got no reply. This thread wasn't here today for some reason,so I only just saw your reply. Today I emailed Phil anyway. Cheers.

Ok great. If for some reason you email support and don't get a reply let me know and i can check our system to make sure everything is in order.

If you have any other questions please feel free to ask!

Jerry C,
Ectaco Inc
www.ectaco.com


Please make sure you review each threads unique RULES before posting.
elf



Joined: 06/20/2010 22:48:05
Messages: 16
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'If you have any other questions please feel free to ask!'

Jerry,I've sent an email from the Ectaco 'contact' form marked,'This is for Jerry in accounts'. That's probably an email address for Technical 'support' or something,but I want you to read it please.
Cheers.
Jerry



Joined: 06/28/2010 05:09:51
Messages: 908
Offline

elf wrote:
'If you have any other questions please feel free to ask!'

Jerry,I've sent an email from the Ectaco 'contact' form marked,'This is for Jerry in accounts'. That's probably an email address for Technical 'support' or something,but I want you to read it please.
Cheers.


Hey,

Yea they forwarded it to me and i emailed you directly. Thank you for your continued patience with everything, hopefully we can get it cleared up as soon as possible.

Jerry C,
Ectaco Inc
www.ectaco.com


Please make sure you review each threads unique RULES before posting.
tschel23



Joined: 12/12/2010 13:03:31
Messages: 2
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I too can not get my jetBook Lite to start. I have had it almost a year and absolutely LOVE it. I've had no problems or issues until now. I was reading last night, and it froze on a page, I was unable to flip pages or turn the device off with the power button. I removed the batteries in order to turn it off, and it will power up, it just stays on the initial "jetBook Lite" boot screen. Also, the screen fades slowly when shutting off.

This message was edited 1 time. Last update was at 12/12/2010 13:09:04

tschel23



Joined: 12/12/2010 13:03:31
Messages: 2
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Okay, I had my father in law send an email in from the contact page with the subject "This is for Jerry in accounts" as he was the original purchaser and it was a gift. Sorry for bombarding you,Jerry! The original order was through Newegg, I hope this doesn't complicate things. Thanks for being so helpful with your support. I work support for a huge US based game company and being on the front lines can be brutal, I know!
Jerry



Joined: 06/28/2010 05:09:51
Messages: 908
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tschel23 wrote:Okay, I had my father in law send an email in from the contact page with the subject "This is for Jerry in accounts" as he was the original purchaser and it was a gift. Sorry for bombarding you,Jerry! The original order was through Newegg, I hope this doesn't complicate things. Thanks for being so helpful with your support. I work support for a huge US based game company and being on the front lines can be brutal, I know!


Hey,

Thanks for the question! I answered your PM. Please contact our technical service department and they can help you with the device under warranty. Please make sure you have the proof of purchase for the item.

Hope this helps!

Jerry C,
Ectaco Inc
www.ectaco.com


Please make sure you review each threads unique RULES before posting.
ronouel



Joined: 12/15/2009 05:41:53
Messages: 76
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This freezing problem just does not seem to go away. So potential buyers need to know that they can plan on this unit lasting about a year, and if it fails after that, it's trash.
I have a palm pilot 3XE still running 10 years on.

Ectaco should make the warranty unlimited for this particular problem and work on rooting it out and fixing it once and for all. I have a late model Nissan Altima with the CVT transmission, and some customers expressed concern about the cost of repair if the transmission failed. Nissan's response was to notify current owners that they were doubling their transmission warranty from 60K to 120K. There's a lesson for Ectaco on how to conduct business.
Jerry



Joined: 06/28/2010 05:09:51
Messages: 908
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ronouel wrote:This freezing problem just does not seem to go away. So potential buyers need to know that they can plan on this unit lasting about a year, and if it fails after that, it's trash.
I have a palm pilot 3XE still running 10 years on.

Ectaco should make the warranty unlimited for this particular problem and work on rooting it out and fixing it once and for all. I have a late model Nissan Altima with the CVT transmission, and some customers expressed concern about the cost of repair if the transmission failed. Nissan's response was to notify current owners that they were doubling their transmission warranty from 60K to 120K. There's a lesson for Ectaco on how to conduct business.


Hey,

Thanks for the feedback. While the problem appears to be only evident and widespread the truth is it is not a common issue. What i mean is when you compare the number of jetBooks and jetbook lights sold to the number of this particular problem it is well below 1%. In fact if you add all warranty claims up for the device it is below 1% compared to units sold. We have customers call in all the time with a jetBook from 2008 which is still running great however most people don't hear from these customers.


We always honor the warranty for the product, even offer a great trade in value if you have a broken old device and want to purchase a new one. We have taken all problems into consideration and addressed them in the jetBook Mini and will continue to do so with any future releases.

Thanks again!
Highroller



Joined: 12/18/2009 11:28:44
Messages: 54
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I have a REAL problem believing this 1% story, considering I had to return my reader for this same problem 2 times in 3 months. I was told by tech support that the new firmware would fix this problem without returning the unit. Didn't happen. Was told that once replaced the new firmware would prevent it happening again. Still happening to others. My jbl reader is out of warranty now so I just went back to my old reader. It may not have some of the features of the jbl but it has NEVER had to be sent back to be replaced. If Ectaco wants to be taken seriously they need to admit they have an ongoing problem and fix it. The more they lie to their customers the worse their reputation will get. This policy of pretending there isn't a problem and hoping it will go away isn't cutting it.

This message was edited 1 time. Last update was at 01/28/2011 13:04:56

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ronouel



Joined: 12/15/2009 05:41:53
Messages: 76
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Mine did the same thing after 11 months and Ectaco sent me a replacement. This one only lasted ONE month. I would have thought they would have sent me something with the hardware issue resolved once and for all. You cannot reload firmware because it freezes on the very first screen. The activity LED does not blink indicating activity- it comes on solid. I have bought 3 of these for gifts and I think I can expect the same from all.
 
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