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Have you tried RCU — reMarkable Connection Utility (sync files over USB or WiFi) https://www.davisr.me/projects/rcu/

Regardless, expected better support response for a product in this price range.

I had a similar problem with mine where the clock was out and preventing it from syncing or updating.

The solution i was told (and which worked for me) was to plug it into a computer for a while - I assume that some time syncing must happen in the background when it’s connected via usb.

RM/RM2 run linux and you can SSH in and copy files to/fro. It is not hard

What an awful experience for a device that explicitly should not have to do this.

It's very nice that the option is available though.

Yes, I absolutely agree with that.

They told her how to ssh but nothing else. Painful for her on a product she loves that is actually fine

Had the very same issue, couldn't even update the firmware - after some tinkering turns out the solution is fairly simple - ssh into it, disable ntp, set the correct time, enable ntp, reboot.