New Nook touch screen stops working

[LotusB]

I have two of these new Nooks - bought one from Best Buy in FL (for me) a month ago - it is good as of now; the other from Wal-Mart in Illinois 3 weeks ago (for my hubby) - it is not.  The problem is the touch screen stops working and I have to hold the power to eventually get it to reboot.  My problem is the same as everyone else here - a word will highlight as I try to turn the page, the highlighted word stays lit as does the word at the top of the page and that is it.  I can touch the Nook button which will bring up the home menu, but cannot touch anything there.  I took it back to Wal-Mart today, but since I've had it for more than 15 days (@#$%) I cannot return it!!!  I called B&N today and they tried to have me reset it, but it didn't seem to work.  They said call back next time it freezes up and they will replace it.  We'll see - I love my working Nook, but I gave it to my hubby because he couldn't stand this defective one!  My advice would be to return your unit within 15 days if you have ANY trouble with it!

[SmokyMtnInngin…]

I'm not seeing any replies - just the same problem, over and over.  I'm having it, too.

HEY BARNES & NOBLE SUPPORT - what's the solution??????

[WinonaPF]

I am on my third Nook exchange since July.  The first return was because of ghost text, the second return was because the battery died within 24 hours and now the third exchange will be because of the touch screen not responding.

I have read a few forums regarding issues that customers are having with their Nooks.  I even read one reply that stated that B&N fully tested their products (if refurbished) before shipping them out. I have no idea if the Nook replacements I'm getting are new or refurbished but I am getting pretty annoyed with the bad quality control of these items.  The fact that all the issues I'm having are different each time and discovered within the first week says that these products are not tested.  I can hardly wait to get the 4th one. I wonder what will be wrong with it.  Sad to say that I can no longer trust the product.

 Please B&N fix your product!  I do enjoy using the handy e-reader but your quality control is really bad.

[smoooo]

I occasionally get this problem, where it is definitely only the screen that is not responsive, e.g., I press the "n" button and the screen changes to the unlock screen, and I swipe but nothing happens.

My SOLUTION:  I think dust accumulates on the screen and keeps it from registering touches, so I wipe the screen with a cloth and make sure there's no dust wedged in the edges and that usually fixes it.

Sounds like some people have different issues, but hopefully this info helps some others.

[NorthwestLB]

I'm on my third Nook since 8/1 because of touch screen freezes. I applied the software update in all cases and it didn't help. In chat with tech support I was told the problem is "very rare". Not for me, it isn't. Seems like B&N has got their head in the sand and is not addressing the issue.

I probably won't go through the hassle of exchanging this one unless I just get too frustrated. Meanwhile I'm researching other readers. I hate the idea of taking the $$$ hit, but I'm thinking three strikes...B&N is out.

[nathan_kull]

If the problem is rare, and the same people keep having the problem over and over again, you have to wonder if they are sending out "pre-owned / refurbished" units to these customers that were actually returned for this same reason (some are probably returning within 14 days, which causes the device to go into a "pre-owned" pool)

Crazy... I really hope B&N can pull their heads out of their asses in CS, ... I love my nook (keeping my 1st edition that WORKS, btw), but the biggest thing that amazon has over B&N right now is their CS... I don't want to support Amazon as I would prefer to keep the actual brick book stores around.  It's sad that even with B&Ns local presence, Amazon seems to continue to kick B&N around when it comes to service!

[Mom2Hunter]

I just purchased the new Nook on Saturday the 17th. Charged it to 100%, downloaded a book and began reading it.  The touchscreen stopped working after 15 pages!  I was using the page forward buttons and then went to hit the N to change settings and it was completely frozen.  Thanks to this forum I held the power button down for 20+ seconds and then did it again and it finally powered off and back on!  After reading 7 pages of the same frustration I am not sure whether to return it and purchase the Kindle (ugh) or to exchange it for another of the same.  I have an IPAD so I really liked the idea of the new compact reader that is just a reader! 

[Nallia Distinguished Bibliophile]

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Mom2Hunter wrote:

I just purchased the new Nook on Saturday the 17th. Charged it to 100%, downloaded a book and began reading it.  The touchscreen stopped working after 15 pages!  I was using the page forward buttons and then went to hit the N to change settings and it was completely frozen.  Thanks to this forum I held the power button down for 20+ seconds and then did it again and it finally powered off and back on!  After reading 7 pages of the same frustration I am not sure whether to return it and purchase the Kindle (ugh) or to exchange it for another of the same.  I have an IPAD so I really liked the idea of the new compact reader that is just a reader! 

---

It's completely up to you what you do, but you should know that I have had my N2E since June 4th (it was preordered upon release), have read on it every day since then, and have never had the screen freeze.  Not once.

I think there are issues with some of the infared touch panels that are causing these problems.

[andonuts]

i am having exact same problem. had the new nook for about 2 weeks, then the touch screen stopped working all of sudden. i am suspecting that using the physical buttons may have caused the freeze because i've only used the touch screen for page turning, then i've decided to try out the physical buttons, then the next day it froze... i've restarted the nook about 8 times in a row, but the touch screen didn't start working. (all the other buttons were working) then, i've updated the nook to 1.01 and the touch screen started working again, but it's been little unstable ever since. i've had screen freezing twice already on a same day that i've updated, but these times, i was able to recover it by resetting(holding the power button for 15 seconds thing...) so, like everyone else on this thread, i just hope that BN will admit this problem and update the machine asap. because otherwise, it's really a great tool for reading! i just hate being afraid of nook possibly freezing everytime i take it out with me... just want to keep reading forever...

[ccrearick]

I've had the same problem.  Actually I'm on my third one now.  First one had battery issues and wouldn't stay charged.  These last 2 (one I returned), the screens have been freezing.  When I took the second one back to B&N, they sort of gave me a run around because it had in fact refreshed/reset itself and was working fine.  The associate did explain how to do a hard reboot and said I could always use that as a work around.  I said fine I would keep it but if the screen froze again I was bringing it back and demanding an exchange.  (btw, I have also bought the 2 year extended warranty).  So it happened yet again and I took it back to B&N (20 minute drive) and was given another run around when I explained what it was doing because yet again it had refreshed itself.  The gentleman said "well all I can do is exchange it for another one".  I said that's fine.  So I thought YEAH, done deal and the new one will work great.  Uh no.  Same problem and will even more frequency now.  I'm very disappointed in the Nook.  I held off getting an ereader until this one came out.  And yes, you can use the buttons, but what's the point in having something that doesn't do what it's suppose to do?

I am glad to hear I'm not the only one having this issue, but how long are we suppose to keep working around their problem?

[cmessmore]

I haven't researched this, since I was sure I wanted to stay with B&N,  but,  it might be a good idea

to look thru a Kindle message board and see if they are having any problems.   Just a thought. 

Hate to see you spend the $$  just to trade one problem for another.     AND,  think of it this way, give B&N a chance to replace yours,  you can always bit the bullet and buy a Kindle. 

I'd be interested in hearing your follow up if you do go with the Kindle.

[Ninvus]

I'm having this problem too. I bought my nook refurbished from eBay and I was going to return it but I accidentally dropped it a few times causing the casing to crack open a bit - just cosmetic damage and it happened after the first touc screen malfunction, but I doubt they would accept it as a return now.

Because you can fix it by reseting the device it seems like it's just a software bug and an online patch (I'm assuming online patching is possible with the nook) can fix the issue up... If only the tech support guys are reading this thread...

[Ninvus]

I tried reregistering my nook a few weeks ago and since doing that I haven't had the screen randomly die on me again but it could just be that I haven't been using it as much lately.

[Mysticalwaters1]

I'm noticing more when I'm reading over 45min and using my finger to swipe i loose touch sensitivity. Ive emailed customer service i'll call when i have off. but very frustrating. I do have not horrible but significant ghosting of text and images. Is this normal or defective? Others don't appear to be experiencing the freezing issue?

[Mysticalwaters1]

Well I called customer service told them the freezing and ghosting issue and the tech asked me to tell him which software I had. Told him 1.0.1. He goes aaahhh we need to update your software.... I'm thinking ok the website states this is the most current software so cool maybe there's a newer one. So anyway he tells me how to manually install it. I notice the link is the same software i have. I then said but i had the most current software. He stated sometimes have to do manual but why go aaahhhh as if it was obvious when it's not. I totally get trying to reinstall something but he acted like i was outdated and I wasn't which makes me very suspicious and not trusting and now i'm ticked.  Also about the ghosting which at times is quite significant and it's with epubs from b&n too he brushed it off as normal yet others on here report varying degrees of not so noticable and very prominent ghosting. What is going on? I'll see how it goes. How does the return process by mail go? I'm upset of having to mail my unit first in the middle of reading. Or do the charge your credit card send you a nook then you return yours? I hope i can get one first. If i even get that far. What's frustrating is it only happens when I'm reading for long periods. So it's hard to show the b&n staff.

[BN_AlexG Administrator]

Hi Mysticalwaters1,

Sorry for all the confusion regarding your device. Please PM me with your account info (email, serial number) and i'll take a look at what was done on your account.

Thanks!

-Alex

[lilyd30047]

I also have had this happen a couple times with my nook. It's extremely frustrating. I plan on either returning it and getting a kindle or exchanging it for another one.

[PrivateJoker]

While I love my Nook I am extremely disappointed with the support of this device.

My touchscreen quit working on me as well.  I have to hold the power button down to reset the device.

I called support I was first told to do a factory reset and see if the issue returns that they will replace the device.

Fine I did that and called back. 

I was the told just keep doing a factory reset when the issue happens. (WRONG ANSWER)

I called back the next day thinking I just got a bad rep, however this rep told me regester/unregester the device. (WRONG ANSWER)

I called the next day and was told to charge the device for 3 hours.

At this point I don't think that they are going to replace the device.  These suggestions have been poor attempts at a hardware (or possibly software) issue.

[BN_AlexG Administrator]

Hi PrivateJoker,

Thanks for the post!

Please PM with your account info (email, serial number) and i'll take a look at this for you.

Thanks!

-Alex

[Mysticalwaters1]

I sent my info in pm and still have not heard anything! I initially gave wrong email but sent another message with correct one. I'll send it again.