Archives: FAQ

Please check your Internet connection. To open the title on your tolino eReader (by tapping the eBook) for the first time, thus automatically storing it on your device, you need an Internet connection. After that, you can read the eBook anytime, even without an Internet connection.

Some tolino eReaders feature HZO water protection to protect them against fresh water from the inside. They can withstand being submerged in water at a depth of up to 1 meter for 30 minutes or up to 2 meters for as long as 60 minutes (tolino vision 5 and tolino epos 2 only). If your tolino accidentally comes into contact with other liquids, simply rinse it with tap water and let it dry for 48 hours.

The following models feature water protection:

tolino vision
tolino vision 3 HD
tolino vision 4 HD
tolino vision 5
tolino epos
tolino epos 2

If you have trouble connecting your tolino eReader to the WLAN, there may be various reasons. Here are a few tips to help you rule out typical causes of errors and resolve tolino WLAN problems on your own if possible. Please check the following:

Is your tolino inadvertently in flight mode?
The WLAN connection to your tolino eReader is automatically disabled in flight mode. You can tell when your device is in flight mode from the airplane symbol displayed in the status bar at top right on your screen. You can turn off flight mode in the main menu by switching to “WLAN.”
Are you trying to connect the tolino to the wrong WLAN?
Check whether you selected the correct wireless network connection. Please also be sure your WLAN’s security settings are set to allow all computers and devices to connect to the network. Ideally, you should also test your data at the same time on another device, like a smartphone. If you have no problem connecting on the other device, there must be a different reason for the error.
Does the name of your WLAN or your password contain umlauts or other diacritic marks?
By diacritic marks, we mean letters with accents or other symbols (examples: â, é, ő). This type of character in WLAN names (SSID) or WLAN passwords can cause connection problems. Depending on how your specific router codes these characters, your tolino eReader may be unable to access the WLAN.
Is your WLAN signal too weak or unstable?
Especially if you live in a large building with thick walls and don’t use a WLAN repeater, you may find that the signal strength is too weak or too unstable to connect to WLAN in your location. Check to make sure the signal quality and signal availability in your location are sufficient. If possible, move to a location closer to the router.
Is your tolino eReader set to the wrong date?
The settings for your tolino eReader allow you to do various things, including manually selecting the date. If you have set the date incorrectly for any reason instead of using the automatic date, there may be problems connecting to a WLAN router. If this is the case, please set your tolino eReader to the correct date and try again to connect to WLAN.
Are you using an incompatible frequency band? Connecting to a 5 GHz WLAN.
Because of the built-in hardware module, tolino eReaders only support WALN networks with a long-range 2.4 GHz frequency band. Your tolino cannot establish a WLAN connection with 5 GHz WLAN. Please check the frequency band for your WLAN router and the relevant settings to eliminate this source of errors. In case of doubt, we recommend taking a look at the user guide for your router. If you use a 5 GHz WLAN connection by default for your other devices, please make sure your router also works on the 2.4 GHz frequency for the tolino eReader, meaning that it offers both frequencies.
Are you using an outdated WLAN encryption method such as WPA1/2 with TKIP or WEP?
To ensure that your WLAN network is secure and guard against unauthorized access, there are various kinds of encryption that you may have configured on your router. These encryption protocols have evolved over time, so some types of encryption are now viewed as insecure and outdated. Our tolino eReaders support exclusively current, secure encryption methods. This means connecting to WLAN that uses the outdated TKIP encryption method is no longer possible after the update to version 11.2.2 of the software. Please check the encryption protocols used for your WLAN if your tolino is unable to connect to WLAN. Your WLAN encryption should be set to WPA1/2 CCMP(AES).

If you run into trouble logging in on your tolino eReader, we recommend repeating the login process via your computer. If it still doesn’t work, the server may be undergoing maintenance, so there is a connection issue. If you still can’t log in a while later, please contact the customer care team of your bookseller.

Occasionally, you may find that your bookseller’s server is undergoing maintenance, so it is unavailable for a short time. Please try again later. If the error continues, please contact the customer care team of your bookseller.

Depending on your model and storage capacity, you can store between 2,000 and 6,000 eBooks locally on your tolino eReader.

If you have reached your memory limit, you can delete eBooks locally from your tolino eReader without losing your purchased titles. The books remain in the tolino cloud, where you can download them again at any time. Titles that you have stored in your tolino eReader’s memory yourself can also be uploaded to the tolino cloud as a backup or copied to your computer via USB connection.

Some models also let you insert an SD memory card to increase the memory capacity. This applies to the following models:

tolino shine 1
tolino vision 1

As soon as an update is available for your tolino eReader, the tolino eReader will let you know. Please note that your tolino eReader must be connected to the Internet via WLAN to perform an update.

If you normally use your tolino eReader without a WLAN connection, we recommend connecting to WLAN every so often (about every 2 months) to install any updates. If you experience any specific malfunctions on your tolino eReader, we recommend that you check right away whether there is a software update available. To check whether an update is available for your tolino eReader, follow these steps:

Go to the settings (three lines at top left on the homepage) in the menu on your tolino eReader.

2. In the sub-menu, select “Information and help.”
3. The overview that appears will show a button labeled “Search for new version.” It also displays your current software version.
4. Tap the button – the tolino eReader will now look for any available updates online.
5. If an update is available, it will now be displayed on the tolino eReader.
6. Confirm the installation of the software update on the display. The update will now be installed, and the tolino eReader will restart.
   After restarting your tolino eReader, you can continue reading right away, of course.

You can also check your tolino eReader for the latest software manually. To do this, simply visit mytolino.de. Current updates appear on the left when you go to “Service” in the menu. Simply select your device from the list and check whether the current software matches the software on your device.

You can also perform a manual update. To do this, the first step is to download the latest software version on the mytolino website. After that, remove the SD memory card (if any) from your tolino and connect it to your PC using a USB cable. Now open the “MY TOLINO” directory in Windows Explorer and drag and drop the update file named “update.zip” directly to the main menu. Safely disconnect the device from the PC and restart it. The update will automatically start after you restart the reader.

To reset your tolino eReader to the factory settings, first select the menu symbol in the upper left corner of your screen. Next, choose “Settings” from the menu, then “Additional settings,” and scroll at the bottom of the screen until you see “Reset to factory settings” as the option. Please note that this will delete all of your personal information and settings.

You can use your user account to log in on up to five devices. You can also synchronize the reading status between your registered devices. The tolino eReader handles this automatically for you when you close the eBook on the tolino eReader after reading. Please note that both devices must be connected to the Internet for automatic synchronization to take place.

You can also initiate synchronization manually at any time by tapping the circular arrow symbol in the right corner in the “My books” view. You will need to make sure your device has an active Internet connection for this as well.