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New User
callies-bff
Posts: 3
Registered: ‎10-06-2010
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Frozen nook, nothing works...!

My nook is frozen, again... This is like the fifth time its happening, but every time its happened I could fix it and this time nothing worked. Even when I plug it in to a wall the orange light will not light up. I plugged it in to my laptop and nothing worked there either. I've already tried taking out the battery and holding the power button for 20 seconds but that will not work either. Somebody please help, I was in the middle of a really good book... :smileysad:

 

AS: if somebody knows a way to stop this problem from ever happening again, it would be so helpful! Thank you so much! 

Contributor
TehBNTroll
Posts: 12
Registered: ‎09-29-2010
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Re: Frozen nook, nothing works...!

might be a problem with the charger, take it to the store if you can and see if their charger lights up. if not try changing out the battery, and see if that works.

Inspired Wordsmith
icebike
Posts: 4,434
Registered: ‎11-30-2009
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Re: Frozen nook, nothing works...!

How long did you let it sit on the charger waiting for the light to come on.

If the battery is totally exhausted it can take half an hour of more for the light to come on.

Reader
weona
Posts: 1
Registered: ‎10-07-2010
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Re: Frozen nook, nothing works...!

Nook will not come on, it just keeps saying  Your device is starting up  and then it can't be turned off.   Help.

Inspired Wordsmith
icebike
Posts: 4,434
Registered: ‎11-30-2009
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Re: Frozen nook, nothing works...!

We can't help you on this list.

 

Just call the customer service number and get it replaced free under warranty.

New User
legallymel
Posts: 2
Registered: ‎01-10-2010
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Re: Frozen nook, nothing works...!

I also suffer from a similar issue.  And I'm about to call up bn support to rant about the generic email I got in reply to the following email:

 

"To Whom It May Concern:

 

I am very frustrated with the replacement nook that I have at this point.  In one year, I've had two nooks and the same cracking on the sides is worse this time.  Even more frustratingly, I have to pull the battery out, plug the nook into the wall and hard reset it everytime I want to use it now-- even when following customer services' directions by only charging it for a few hours when the battery dies.  I may just need to purchase the kindle afterall.

Sincerely,

Melody"

Wordsmith
Michael-V
Posts: 2,466
Registered: ‎03-01-2010
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Re: Frozen nook, nothing works...!

@

Please follow all of the steps below as noted (especially section 5):

 

Initial conditions:  Ensure NOOK is properly ejected or unplugged from any AC outlet or USB power source prior to performing this procedure. You will need a clear space with good lighting as there are small parts which may become lost in the battery removal portion of this procedure. 

 

Equipment: (1) Jewelers screwdriver (Phillips-head size 0 or 00), (1) USB cord w/charger.

 

1)      Remove NOOK back plate to expose battery.  To do this, find the tab on the bottom of your NOOK, near the Micro-USB slot. Gently pull away the back-plate from your NOOK until the back plate is fully removed.  A click will be heard indicating the back plate has been properly separated from the device.

 

2)      Upon proper removal of back plate, the battery will be exposed. The following step will have you remove the screw which holds the battery in place. Using the specified screwdriver, loosen the battery securing screw which holds the battery in place (Counter-clockwise to loosen). Continue loosening until screw can be completely removed.

 

Caution: The battery securing screw is very small and can be easily lost, proper lighting and a flat clean surface is recommended.

 

3)      Remove the battery from the NOOK for 15-30 minutes.

 

4)      Once the battery is removed, hold the power button down for 45-60 seconds.  This ensures the NOOK will receive a final shutdown command and discharges all residual power.

 

5)      After 15-30 minutes has elapsed re-insert battery into NOOK and re-install battery securing screw.

 

6)      At this point you should fully charge your NOOK using your NOOK USB and charger with any standard AC wall outlet.  Charging can take up to 4 hours so be patient. At some point in the charging process the charging LED should illuminate and your E-Ink display may cycle on and off.

 

Upon successful completion of this procedure your NOOK should be returned to a normal working status. If a “?” is displayed in the battery icon, it is recommended you insert a different NOOK battery momentarily then re-insert the original battery to clear the “?.”

Wordsmith
Michael-V
Posts: 2,466
Registered: ‎03-01-2010
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Re: Frozen nook, nothing works...!

What did the generic email state?  Also, I would advise you follow the steps I pointed out above. 
New User
callies-bff
Posts: 3
Registered: ‎10-06-2010
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Re: Frozen nook, nothing works...!

thanks everybody who replied, it just somehow fixed itself a couple of minutes ago. thank you so much for your suggestions, comments, concerns, questions, etc... Thanks once again!

New User
bjKY
Posts: 3
Registered: ‎10-14-2010
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Re: Frozen nook, nothing works...!

This happened to me.  After doing everything I could, I called Customer Support and we ended up deleting everything on the Nook and resetting everything.  It has worked since.  Don't be afraid to call Customer Support. The guy I talked with was very nice and patient with me and took care of the problem.  He said it was probably just a flook.  I guess it was since it hasn't happened since. 

New User
callies-bff
Posts: 3
Registered: ‎10-06-2010
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Re: Frozen nook, nothing works...!

that sounds like a really good idea. i will be sure to try that next time it freezes. thanks

 

Reader
Yeme
Posts: 4
Registered: ‎12-26-2010
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Re: Frozen nook, nothing works...!

 

I experienced the problems of my nook becoming frozen. I tried all of the above steps and am very upset. In the end it never cycled on and then off to reboot. What do I do now? I take very good care of products I purchase. This is unacceptable and causes me to think I made an ill-fated choice in purchasing this item in July of 2010. What...the product is only good for a few months.

 

I went into the store two weeks ago, explaining to the customer rep that something was a little odd with the charging power on my nook device. It does not hold the charge for long periods of time. I was advised on how to recharge the battery. I'm a little confused because here I am two weeks later experiencing an inability to read. The customer service rep encouraged me to complete the same tasks as listed in your message. What do I do when that fails?

 

Officially Upset & Dissatisfied

 

Frequent Contributor
marann246
Posts: 48
Registered: ‎01-31-2011
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Re: Frozen nook, nothing works...!

It happened to me and all of sudden it came on.  These devices have a mind of their own.

Reader 2
CanuckEB
Posts: 2
Registered: ‎10-18-2010
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Re: Frozen nook, nothing works...!

Mine also has done this.  It's happened many times in the past 10 months with NOT one but 3 nooks.  My husband has one also and it happens with his also.  We care for it properly, treat it right, but this seems to be a nook problem.  They send a recondition one for replacement.  GREAT!!  I purchase a NEW nook, and a few months later I actually have a reconditioned one.  Then a few months later again, I have another reconditioned one.  Also with my husband.  How many reconditioned ones shall we receive?  I paid for 2 new ones, how about sending me 2 new ones instead of other people's problems.  Please don't tell me they are thoroughly checked either, cause the problem just continues, now with several reconditioned ones.  This really is FRAUD!!!   FIX or replace with a NEW one!!

Also, Your support people are useless. When I finally make the call to them, they (reading from a script) tell you all that you need to do to fix it.  Ummmm. excuse me, but when I mention that I've already went that route and it's still not working, at least LISTEN to me instead of reading from a scripted paper.  Hello?  We are human , but your support people don't recognize that.  Of course if they actually spoke english it would really help!

Currently I'm sitting here with 2 frozen nooks.  Do I really want to go the route of 2 more reconditioned models?  NO!!! Already ordered my new Kindle!  Thanks B&N!! I wasted enough time and money on you and that's it!!

Distinguished Wordsmith
Josienjoe
Posts: 1,949
Registered: ‎02-15-2010
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Re: Frozen nook, nothing works...!


CanuckEB wrote:

Mine also has done this.  It's happened many times in the past 10 months with NOT one but 3 nooks.  My husband has one also and it happens with his also.  We care for it properly, treat it right, but this seems to be a nook problem.  They send a recondition one for replacement.  GREAT!!  I purchase a NEW nook, and a few months later I actually have a reconditioned one.  Then a few months later again, I have another reconditioned one.  Also with my husband.  How many reconditioned ones shall we receive?  I paid for 2 new ones, how about sending me 2 new ones instead of other people's problems.  Please don't tell me they are thoroughly checked either, cause the problem just continues, now with several reconditioned ones.  This really is FRAUD!!!   FIX or replace with a NEW one!!

Also, Your support people are useless. When I finally make the call to them, they (reading from a script) tell you all that you need to do to fix it.  Ummmm. excuse me, but when I mention that I've already went that route and it's still not working, at least LISTEN to me instead of reading from a scripted paper.  Hello?  We are human , but your support people don't recognize that.  Of course if they actually spoke english it would really help!

Currently I'm sitting here with 2 frozen nooks.  Do I really want to go the route of 2 more reconditioned models?  NO!!! Already ordered my new Kindle!  Thanks B&N!! I wasted enough time and money on you and that's it!!


It's a bummer that you seem to have had such problems.

 

But it is absolutely common to replace a defective unit with a refurb.  It's not fraud, it's clearly stated in the warranty that B&N can replace with new or reconditioned.

 

I had to have my original Nook replaced due to the cracked page button issue, but this one has never frozen (hopefully I haven't jinxed myself).  

 

I wish you luck with your new Kindle.

Inspired Wordsmith
icebike
Posts: 4,434
Registered: ‎11-30-2009

Re: Frozen nook, nothing works...!


CanuckEB wrote:

 

Currently I'm sitting here with 2 frozen nooks.  Do I really want to go the route of 2 more reconditioned models?  



So you have nothing to lose by trying these steps:

 

Remove Battery.

Plug into the Wall Charger

Watch for Yellow light to come on (happens even before it boots).

Slap the batery back in, and don't unplug it.

It should boot.

 

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