Aluratek Libre Pro Frozen. Suggestions/Help?

hannahjex · 09-06-2010, 01:30 PM

Hello all,

I'm hoping someone here can help. My sister has a Reader Pro, which after nearly a year of working perfectly has frozen, and resetting it doesn't help. It froze up while she was reading a book (refused to turn the page or respond to anything). She reset it and it shut off, but since then it just freezes up on the Aluratek start up screen and the only way to turn it off is to reset it again. It won't connect to her computer (neither of them recognize each other; as if it isn't even plugged in). When it first happened (a week ago), she put it on the wall charger and it unfroze. She left it to charge up fully, and then it worked for about a half hour before freezing up again. Since then, the wall charger makes no difference either. It doesn't show the charging screen, just acts like it isn't even plugged in.

The Aluratek Tech people have been useless--just telling her to reset it, despite having been told that no amount of resets have made any difference. She reminded them that resetting wasn't working, but they've decided to just ignore her.

I don't know how to help her, as I use a Sony reader myself and don't know the Libre well. Google searches haven't helped much, as the only cases of the Libre freezing that I have encountered seem to be during firmware updates, which my sister has never attempted. She didn't even know you could do firmware updates until she went on the Aluratek website looking for solutions.

Can anyone help? Thanks.

Xanthe · 09-06-2010, 07:27 PM

Perhaps if she can get a copy of the firmware that is on her Libre, she can remove her SD card, insert it into her computer and copy the Firmware file with the new download on it over to the root SD file (it should overlay the existing Firmware folder.

Then put it back in the Libre and try turning it on again.

If that doesn't work, then push Reset, take the SD card out, turn on the Libre and reinsert the SD card while it is running.

I don't know if these instructions will work - they're just off the top of my head - but perhaps the firmware folder currently on the Libre has gotten corrupted and providing a fresh copy of it may do the trick.

I've got a copy of the version 0.17d zip file, if that's the one she currently has on it.

MR. Pockets · 09-06-2010, 10:12 PM

I'm assuming she opened a ticket with them? I suggest you tell her to open a new ticket explaining that she already opened a ticket and her problem. I have found Aluratek's support to be helpful but spotty. They tend to respond to second posts in tickets rather randomly. Also make sure she didn't close her original ticket.

hannahjex · 09-07-2010, 04:06 PM

Thank you both for your suggestions. I'm not sure what firmware she has on it currently; but she hasn't updated it since it was purchased (October 09). I'll pass your suggestions on to her and tell her to open a new ticket. I'll let you know how it goes.

hannahjex · 09-09-2010, 05:41 PM

Just to let you know that after trying numerous resets and firmware updates to no avail, and after a very helpful chat with Pete via the live help on the website, the Libre is now going back to Aluratek to be repaired/replaced under the warranty. Apparently she had responded to her ticket incorrectly; so they didn't receive her reply that resets weren't working, which is why she hadn't heard from them. I feel guilty for calling their support useless now, and I take it back!

Xanthe · 09-12-2010, 01:14 AM

Glad to hear that they are going to help her out.

09-06-2010, 01:30 PM	#1
hannahjex Junior Member Posts: 3 Karma: 10 Join Date: Sep 2010 Device: Sony PRS 300	Aluratek Libre Pro Frozen. Suggestions/Help? Hello all, I'm hoping someone here can help. My sister has a Reader Pro, which after nearly a year of working perfectly has frozen, and resetting it doesn't help. It froze up while she was reading a book (refused to turn the page or respond to anything). She reset it and it shut off, but since then it just freezes up on the Aluratek start up screen and the only way to turn it off is to reset it again. It won't connect to her computer (neither of them recognize each other; as if it isn't even plugged in). When it first happened (a week ago), she put it on the wall charger and it unfroze. She left it to charge up fully, and then it worked for about a half hour before freezing up again. Since then, the wall charger makes no difference either. It doesn't show the charging screen, just acts like it isn't even plugged in. The Aluratek Tech people have been useless--just telling her to reset it, despite having been told that no amount of resets have made any difference. She reminded them that resetting wasn't working, but they've decided to just ignore her. I don't know how to help her, as I use a Sony reader myself and don't know the Libre well. Google searches haven't helped much, as the only cases of the Libre freezing that I have encountered seem to be during firmware updates, which my sister has never attempted. She didn't even know you could do firmware updates until she went on the Aluratek website looking for solutions. Can anyone help? Thanks.

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09-06-2010, 07:27 PM	#2
Xanthe Plan B Is Now In Force Posts: 1,894 Karma: 8086979 Join Date: Jan 2010 Location: Surebleak Device: Aluratek,Sony 350/T1,Pandigital,eBM 911,Nook HD/HD+,Fire HDX 7/8.9,PW2	Perhaps if she can get a copy of the firmware that is on her Libre, she can remove her SD card, insert it into her computer and copy the Firmware file with the new download on it over to the root SD file (it should overlay the existing Firmware folder. Then put it back in the Libre and try turning it on again. If that doesn't work, then push Reset, take the SD card out, turn on the Libre and reinsert the SD card while it is running. I don't know if these instructions will work - they're just off the top of my head - but perhaps the firmware folder currently on the Libre has gotten corrupted and providing a fresh copy of it may do the trick. I've got a copy of the version 0.17d zip file, if that's the one she currently has on it.

09-06-2010, 10:12 PM	#3
MR. Pockets Addict Posts: 216 Karma: 4320 Join Date: Jun 2010 Location: Idaho, USA Device: Kobo Touch, Aluratek Libre Pro	I'm assuming she opened a ticket with them? I suggest you tell her to open a new ticket explaining that she already opened a ticket and her problem. I have found Aluratek's support to be helpful but spotty. They tend to respond to second posts in tickets rather randomly. Also make sure she didn't close her original ticket.

09-07-2010, 04:06 PM	#4
hannahjex Junior Member Posts: 3 Karma: 10 Join Date: Sep 2010 Device: Sony PRS 300	Thank you both for your suggestions. I'm not sure what firmware she has on it currently; but she hasn't updated it since it was purchased (October 09). I'll pass your suggestions on to her and tell her to open a new ticket. I'll let you know how it goes.

09-09-2010, 05:41 PM	#5
hannahjex Junior Member Posts: 3 Karma: 10 Join Date: Sep 2010 Device: Sony PRS 300	Just to let you know that after trying numerous resets and firmware updates to no avail, and after a very helpful chat with Pete via the live help on the website, the Libre is now going back to Aluratek to be repaired/replaced under the warranty. Apparently she had responded to her ticket incorrectly; so they didn't receive her reply that resets weren't working, which is why she hadn't heard from them. I feel guilty for calling their support useless now, and I take it back!

09-12-2010, 01:14 AM	#6
Xanthe Plan B Is Now In Force Posts: 1,894 Karma: 8086979 Join Date: Jan 2010 Location: Surebleak Device: Aluratek,Sony 350/T1,Pandigital,eBM 911,Nook HD/HD+,Fire HDX 7/8.9,PW2	Glad to hear that they are going to help her out.