Frozen Nook? Try "The Brenna Method". It Works, Folks.

[Bob_Kieffer]

Aside from having one of the best customer experiences of my life (and that's saying a LOT, folks), I've got a little tip to share from Brenna in Tech Support. And before I get into it, thank you very much, Brenna. You restored my faith, not only in the product, but in Barnes and Noble as well. Your support was not only helpful, but it was filled with kindness, patience, and compassion. Rare traits in the world of customer service (sadly). You should be commended.

Now, on with the solution...

Now folks, this is a little complicated but, bear with me, it really works. Follow these instructions to the letter and your frozen Nook should be working again.

Step 1 - make sure your Nook is charged. If not, plug it into the wall.

Step 2 - make sure your Nook is completely powered down and has a blank screen (hold power button on the top for ten seconds or so...if after doing this you still show anything on the screen, hold down button for another three to five seconds) I'm pretty sure that the screen doesn't HAVE to be blank, but it's probably safe to at least attempt to get it that way...if you can't, just make sure that it's at least powered down.

Step 3 - briefly press the power button to turn the unit on...and be ready.

Step 4 - as soon as the unit flashes to black, IMMEDIATELY press and hold the power button for ten seconds.

Step 5 - repeat step 3 and 4 EXACTLY four (4) more times...no more...no less. Be very careful that you press and hold the power button down the second time in each instance just as the unit flashes...this is critical as, if you miss it, you'll have to start all over again.

Step 6 - once you've completed this process for a total of five times, press the power button briefly one last time and let the unit now start up. It will update the firmware to 1.1.1 and may take a while (and you may have a moment when you think it's frozen again on the "Starting Up" screen, but just be patient), but should eventually start up just fine.

And that's it. Is it a ridiculously convoluted process? Yes. But, hey, we're early adopters. We should be used to this, right?

Hope this helps everyone.

And thanks again, Brenna.

[AmyK67]

Ok, I am filing this away for future reference!! Thanks.

[violetangel]

But what if you already HAVE 1.1.1?

I found that my issue was that the battery had discharged but the reading was WAY off, so the removing the battery and plugging it into the wall, letting it boot, and then putting the battery back in (at which time it decided to show me its TRUE charge at 4%) was what worked for me.

[Bob_Kieffer]

I think the specific problem I had (unit locked in the "Starting Up" phase) was inherent to having 1.1.0 firmware. Once you've got 1.1.1, there may still be lock up issues, but not that require this level of procedure to get it unlocked.

In other words, I guess, if what you're doing works for you, go with it. I'm (and I'm sure all of us are) hopeful that the next firmware update will cure all of these freezing issues.

[violetangel]

AMEN!  

[Kaldea]

Hey Bob--

Brenna here. I am so glad I was able to make this work for you. My work week is over until Friday and I'm smiling ear to ear to see I've been able to help people out who are now spreading the word a bit. Any time you have ANY question, don't hesitate to message me or otherwise. I obviously can't give out any more information than you'd get on a call into our department, but until our hold time calms down a bit and until these new steps and some other fixes are more known with other agents, I'm your gal.

Also, please note: (this goes for everyone)

I've so far seen this issue fix the problem with unable to either un-register your device (not due to wireless issues/latency), or re-register your nook if previously registered to another account, AS WELL AS being frozen on "your device is starting up..." as well as other minor issues I've seen on version 1.1.0 that are not seen on 1.1.1. EVEN IF you have 1.1.1, if you are experiencing anything out of the ordinary that isn't showing as a known issue in the forums or when you contact tech and you've already tried the basic "unregister, reset to factory settings, reregister" give this method a shot.

Don't give up people! This is an ASTOUNDING little device with a stellar future ahead of it. With all new technology you'll run into bumps in the road. But rest assured from what I see, your nook is going to be an amazing product with surprises around every corner.

Thank you again Bob for your patience and praise, being able to help you out was a highlight in my day as well, knowing we didn't need to end troubleshooting in despair and issue a replacement.

Happy reading!

-Brenna

[icebike]

Sorry, but major FAIL at step 2.

Frozen nooks can't be powered down. 

You need to remove the battery, then plug it into the wall with battery still out, wait till it boots and reinstall battery.

[katenik]

This really worked, thanks for the help!!

Kate

[sitzmark]

Brenna, wish i could have gotten you on the phone.  I have been on hold a total of 3 hours today... This was to be my day to read.. I'm in the middle of a great book and my nook is frozen on the start up page.  I have tried your suggestion that Bob posted and it didn't work, however I may not have done it correctly.  So i have a few more hours of me time and desperately trying to get my nook to work... Any other tips would be great!!!! Thank you

[sitzmark]

how long did the start up take after you received the uploading new software??  mine is going on a couple minutes does that seem correct

[Kaldea]

Sitz.. Have you tried emailing us or are you currently on hold? I'm happy to help you out but I'm not able to say much more than what's already said about this fix on the forums. I'm happy to step you through but I'd have to to give you real-time steps if the ones Bob provided above aren't working for you.

Thanks,

-Brenna

[sitzmark]

Brenna - I did not try emailing and will... So I have tried twice... It seems hard for my nook to power down.  I did the process once and did a get a quick uploading new software however it then went to the start page and stopped... Any help would be greatly appreciated

[TalosIV]

I had the author stuck on the screen and could not power down. Removing the battery, plugging in the charger and replacing the battery does the trick!