Archives: FAQ

Scope of warranty for tolino eReader

If a manufacturing defect in materials and/or workmanship (“defect”) occurs in the tolino eReader during the first 12 or 24 months (depending on the device) from the date of purchase from a retailer, you can file a warranty claim with Longshine Technologie GmbH. If you receive warranty service, the warranty period is not extended overall.

Warranty service for the tolino eReader

Longshine will fulfill warranty obligations for defects by providing free repairs or replacing a defective reader with one that does not have defects. Replaced parts and readers become the property of Longshine Technologie GmbH.

Warranty exclusions

The warranty does not encompass optional accessories or defects that have arisen due to improper use, user error, or external influence. The warranty also excludes wearing parts such as batteries that stop working through use alone. This warranty does not cover the possible costs of modifications or adaptations to the reader that become necessary to adjust it to the national technical or safety-related requirements in a country where the reader is not supposed to be purchased, but is intended for use.

Making a claim under the tolino eReader warranty

To make a claim under the warranty for your tolino eReader, you will need proof of purchase (invoice, receipt) showing the date of purchase and the reader model name. You must file a claim concerning the defect in your reader with Longshine Technologie GmbH within the warranty period.

To do this, see the text below for full contact information for your warrantor.

Data backups

When you send in your tolino eReader, no guarantee can be given for the data stored on the reader. We recommend that you back up your data before sending in your tolino eReader.

If you have any further questions about warranty services for your tolino, please contact your bookseller’s customer service team.

Contact information for the warranty provider and manufacturer of the tolino eReader:

Address and hotline of your warrantor

Your warrantor depends on the country where you bought your tolino eReader. If you no longer have your warranty information, you can request it from your warrantor.

Warrantor Germany

Longshine Technologie GmbH
An der Strusbek 9
22926 Ahrensburg
Deutschland
Hotline +49 4102 4922 33

E-Mail Kontakt: tolino@longshine.de

Warrantor Italy
Centro Assistenza Tecnica
Internet Bookshop Italia S.r.l.
Via Giuseppe Verdi n.8
20090 Assago (MI)
Italia
Hotline +39 02 91 43 52 30

eMail: customerservice@ibs.it

Warrantor Netherlands
OBEO Europe B.V.
Boterstraat 25
3111 NA Schiedam
Nederland

Hotline +31 8501 6018 0

Warrantor Nederland
Longshine Technologie GmbH
Boterstraat 25
3111 NA Schiedam
Nederland

Hotline +31 85 0160 eMail: 180
info@obeo.nl

Your tolino eReader supports the most common eBook formats: ePUB and PDF, in each case without DRM (copy protection), with a digital watermark and with Adobe DRM. You can also store and read files in TXT format on your tolino eReader.

If you have problems with the software update, we recommend that you first perform a reset. Please follow the specific instructions for your device. If you are unsure which device you are using, please contact your bookseller’s customer service and describe your tolino in detail so that you can perform the correct reset procedure to avoid hardware damage.

tolino epos, tolino epos 2, tolino vision 5, tolino shine 3, tolino page 2:

Press and hold the power button for about 10-15 seconds. Please be patient here and keep the button pressed until you see the recovery page. Here you will be offered 3 options to choose from. Please select the option “Start the system” which is automatically highlighted in black. If this is not the case, navigate through the options by briefly pressing the on/off switch. Once the correct function has been selected, press the On/Off button for approx. 3 seconds as if you wanted to switch the device on again.

tolino vision, tolino vision2, tolino vision 3, tolino vision 4, tolino shine, tolino shine 2, tolino page:

To perform a reset, simply press the reset button. This is located in a small opening on the bottom of your tolino eReader. Insert a bent paper clip, for example, into the opening until you feel a slight resistance. Your tolino eReader will then restart.

In rare cases, the screen may “freeze” and your tolino eReader may stop responding. In this case, please perform a reset. Please follow the specific instructions for your device. If you are unsure which device you are using, please contact your bookseller’s customer service department and describe your tolino in detail so that you can perform the correct reset procedure to avoid hardware damage.

tolino epos, tolino epos 2, tolino epos 3, tolino vision 5, tolino shine 3, tolino shine 4, tolino page 2.

Press and hold the power button for about 10-15 seconds. Please be patient here and keep pressing the switch until you see the recovery page. Here you will be offered 3 options to choose from. Please choose the option “Start the system” which is automatically highlighted in black. If this is not the case, navigate through the options by briefly pressing the on/off switch. Once the correct function is selected, press the power button for about 3 seconds as if you want to turn on the device again.

tolino vision 6

Press and hold the power button and the bottom scroll button simultaneously for about 10-15 seconds. Please be patient here and hold the switches until you see the recovery page. Here you will be offered 3 options to choose from. Please choose the option “Start the system” which is automatically highlighted in black. If this is not the case, navigate through the options by briefly pressing the on/off switch. Once the correct function is selected, press the power button for about 3 seconds as if you want to turn on the device again.

tolino vision, tolino vision2, tolino vision 3, tolino vision 4, tolino shine, tolino shine 2, tolino page

To perform a reset, simply press the reset button. This is located in a small opening on the bottom of your tolino eReader. Insert a bent paper clip, for example, into the opening until you feel a slight resistance. Your tolino eReader will then restart.

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.