Troubleshooting Your Kindle Keyboard


Payment Issues

Possible Causes

There are a number of common reasons why credit and debit cards are declined:
  1. Is the card number entered correctly?
  2. Is the expiration date correct?
  3. The billing address and phone number must exactly match your banks records
  4. Have you exceeded your credit limit?
  5. Is your purchase outside of your normal spending range? This may cause your bank to block the transaction due to security concerns.
  6. Does your issuing bank have special policies regarding electronic or internet purchases? Some banks do, and this might be the issue.
  7. Some credit and debit cards are case sensitive, is your name entered in capital letters or without punctuation such as full stops.

Troubleshooting Steps

To successfully complete your order, you may need to update or change the payment method specified in your 1-Click settings:
  1. Visit the Manage Your Kindle page at http://www.amazon.co.uk/manageyourkindle
  2. Click on Kindle Payment Settings under the "Your Kindle Account" heading on the left side of the page
  3. Click Edit on the right side of the page
  4. Enter your payment method information on the next page
  5. Once you've enter your payment method details, click Continue
You will not need to enter payment information again when making a purchase on your Kindle. After updating your payment method, you can retry to complete your order.
To retry your Kindle order:
  1. Visit http://www.amazon.co.uk/youraccount
  2. Click "View Kindle Orders & Charges" under the Order History heading in the Orders section.
  3. Locate your order under Orders Requiring Attention.
  4. Click "View Details".
  5. Select the option to Retry or Edit Credit Card.
  6. Select the appropriate card and choose Continue.

Frozen Devices

SymptomResolution
Kindle Keyboard screen frozen or Kindle Keyboard unresponsive.

Possible cause:
  • Low battery charge.
  1. Unplug Kindle Keyboard from power adapter or computer.
  2. Slide and release the power button. The LED light that surrounds the power button will display green for two seconds.
  3. Shut down Kindle Keyboard by sliding and holding the power button for five seconds. The LED light will blink three times. Wait for the screen to go blank, then release the power button.
  4. Turn on the Kindle Keyboard by sliding and releasing the power button.
  5. If Kindle Keyboard is still not working, you can perform a hard reset by sliding and holding the power button for 20 seconds.
  6. If Kindle Keyboard is still unresponsive, try charging Kindle Keyboard before trying to restart the device once again.
  7. Make sure you have the latest software version available installed on your Kindle Keyboard. The latest version is available here: www.amazon.co.uk/kindlesoftwareupdates
If you continue to experience problems, please contact us.

Screen or Case Issues

SymptomResolution
Kindle Keyboard showing lines on screen.


Possible cause:
  • Kindle Keyboard may be affected by electromagnetic interference or screen may be defective.
To reset your Kindle Keyboard, please move and hold the power switch for 20 seconds before releasing it.
If you continue to experience problems, please contact us.
Kindle Keyboard screen or case is cracked or broken.See Kindle Return Policies to learn more about the warranty on your Kindle Keyboard.
Kindle Keyboard screen not rotating.

Possible cause:
  • Screen rotation not enabled.
  1. Click the Text key  and check to see if the screen rotates.
  2. Make sure the "auto" option is selected.
  3. Check the Kindle Keyboard's battery strength.
  4. Go to Home > Menu > Settings > Menu and select "Restart."

Wireless Issues

SymptomResolution

Wi-Fi Connection Issues

Kindle Keyboard is unable to connect to Wi-Fi network, or book, subscription, or blog will not download via Wi-Fi to Kindle Keyboard.		Learn how to connect in four easy steps, and troubleshoot common problems. You can also find helpful information on connecting to your BT Home Hub, Orange Livebox or Sky provided router.

Free 3G Connection Issues

Kindle Keyboard is unable to connect to 3G, or book, subscription, or blog will not download via 3G to Kindle Keyboard.


Possible cause:
  • The Kindle Keyboard is not able to sync with Amazon.co.uk.
  1. Check battery (if low, charge before completing following steps).
  2. Check that wireless is enabled (Press Menu then Turn Wireless On).
  3. Check for wireless strength.
  4. Check "All My Items."
  5. Check wireless coverage map.
  6. Try restarting Kindle Keyboard by pressing Home > Menu > Settings > Menu and select "Restart."
  7. Sync and check for items
Not able to receive a converted file for free.



Possible cause:
  • May be outside of coverage area
  1. Confirm that your sending e-mail address is on the approved e-mail list via the Manage Your Kindle page.
  2. Confirm that your wireless is on and your Kindle Keyboard can access Wi-Fi.
  3. Confirm payment method on the Manage Your Kindle page.
  4. Confirm that your Kindle Keyboard email address is correct i.e. (youremail@free.Kindle.com).
  5. Confirm that the file can be converted for the Kindle (unprotected PDF, TXT, unprotected MOBI, PRC natively; HTML, DOC, RTF, JPEG, GIF, PNG, BMP through conversion).
  6. Check your spam filter or junk mail if you have not received a reply from us.
  7. See how to download files from the Manage Your Kindle page.

Registration Issues

SymptomResolution
I don't know how to register my Kindle.You can register your Kindle from the device itself.
To register your Kindle on the device:
  1. Press the Home button; then press the Menu button and select "Turn Wireless On".
  2. Press Menu again and navigate to "Settings" using the 5-way controller; press to select.
  3. If you received Kindle as a gift, and the person who gave it to you is listed as the "Registered User", select "deregister".
  4. Select "register".
  • If you have an Amazon account: Enter the e-mail address and password of your Amazon.co.uk account. Navigate to "submit" using the 5-way controller; then press to select. Your name will appear as the "Registered User" when registration is complete.
  • If you do not have an Amazon account: Navigate to "create account" using the 5-way controller; then press to select. Follow the instructions on the screen. Your Kindle will be automatically registered.
I forgot to mark the Kindle as a gift, how do I deregister it?



You can deregister your Kindle online or straight from the device itself.
To deregister your Kindle online:
  1. Go to the Manage Your Kindle page and select Manage Your Devices from the left side.
  2. Click on "Deregister" under the Actions heading.

To deregister your Kindle from the device:
  1. Press the Home button; then press the Menu button and select Turn Wireless On.
  2. Press Menu again and navigate to "Settings" using the 5-way controller; press to select.
  3. Select "deregister".
I can't find the Kindle serial number.The 16-digit serial number is located on the first page of the Settings screen on your device.
Here's how to find the serial number:
  1. Press the Home button.
  2. Press the Menu button.
  3. Use the 5-way controller to underline "Settings" and press to select. The serial number starts with "B00" and is located at the bottom of the screen.
I already have Kindle books--how do I access it on my new Kindle?You'll need to register your new Kindle to the same Amazon.co.uk account on which you purchased your Kindle content to access it on your new device. 
I can't find my password characters on the Kindle's keyboard.Press the Symbol key (SYM) to enter numbers or characters not present on the Kindle keyboard--and be sure to use the shift key (the up arrow) for uppercase characters.
I don't have an Amazon.co.uk account.You can either create an Amazon.co.uk account online or on the device itself.  Here's how to create an account on the device:
  1. Press the Home button; then press the Menu button and select Turn Wireless On.
  2. Press Menu again and navigate to "Settings" using the 5-way controller; press to select.
  3. Navigate to "create account" using the 5-way controller; then press to select. Follow the instructions on the screen. Your Kindle Keyboard will be automatically registered.
I forgot my Amazon.co.uk password.You can change or reset your password at Your Account.
My Amazon.co.uk password is not accepted when I try to register on the device.Check that the password is the one used to access your Amazon.co.uk account (and not your Wi-Fi network, for example).
Check that you entered your password in the right case (Tip: press the Symbol key to enter numbers or characters not present on the Kindle keyboard).
I forgot my Kindle Keyboard device password.
(Note: This is not your Amazon.co.uk account password.)		If you cannot remember the password for your Kindle Keyboard, you can reset your password to regain access. Resetting your password will delete all content on your Kindle Keyboard and you'll need to register your Kindle Keyboard again before downloading items from your Kindle Library on Amazon.co.uk.
To reset your Kindle Keyboard if you don't have the password:
  1. Slide and release the power switch to turn on the device or exit sleep mode.
  2. Enter "resetmykindle" in the password field and press the enter key on the key pad.
  3. Wait several minutes while your Kindle Keyboard restarts.

Lost or Stolen Kindle

SymptomResolution
Lost or stolen Kindle.Deregister your Kindle via the Manage Your Kindle page. Next, please contact us to report your Kindle as lost or stolen.

To file a police report, please contact your local police department.
You will also want to make sure that you cancel any active Kindle subscriptions on the Manage Your Kindle Subscriptions page. Cancelling the subscription will ensure that you are no longer billed; you'll also receive a pro-rated refund for remaining issues you already paid for. You always have the option of subscribing at a later date.
I found a Kindle.Please turn in the Kindle device to your local authority or Lost and Found service.

Password Issues

SymptomResolution
Kindle Keyboard password not working or lost.Remember to use the shift button  for uppercase letters, and use the Symbol key  to insert numbers and other characters. If you cannot remember the password for your Kindle Keyboard, you can reset your password to regain access. Resetting your password will delete all content on your Kindle Keyboard and you'll need to register your Kindle Keyboard again from the Settings screen before downloading items from your Kindle Library on Amazon.co.uk.
To reset your Kindle Keyboard if you don't have the password:
  1. Slide and release the power switch on the top of Kindle Keyboard to turn on the device or exit sleep mode.
  2. Enter "resetmykindle" in the password field and press the enter key on the key pad.
  3. Wait several minutes while your Kindle Keyboard restarts.

Kindle Account

SymptomResolution
Kindle Keyboard does not have owner's name on home screen.

Possible cause:
  • Kindle Keyboard not registered, or registered to different account.
  1. Deregister the Kindle Keyboard.
  2. Register the Kindle Keyboard.
    3. Note: The Kindle Keyboard must have a wireless connection for a device name to be displayed.
Steps to deregister and register device can be found here.
Note: The name on the Kindle will default to the first name on your Amazon.co.uk account. You can change the name on the Manage Your Kindle page.

Power Issues

SymptomResolution
Kindle Keyboard battery not charging.
  1. Connect Kindle Keyboard to a different outlet and/or USB port. If available, also try using a different USB cable or power adapter
  2. Verify the yellow charge light in the power switch at the base of the Kindle Keyboard is on. When fully charged, the light will appear green.
  3. Restart Kindle Keyboard by holding the power switch to the right for a full 20 seconds. Is the charge light on?
  4. Is the charge light off? AC adapter needs to be replaced.
  5. Contact us for in-warranty options.
    6. Tip: Computers purchased before 2003/4 will have USB 1.0/1.1, which does not support USB charging. If you have an older machine, connecting to a powered USB 2.0 hub may resolve USB charging issues.
Kindle Keyboard battery not holding a charge.

Possible cause:
  1. Kindle Keyboard receiving a weak wireless signal and is constantly trying to connect.
  2. A large number of files were recently added to the Kindle Keyboard, and the files are still being indexed by the device.
  3. The Kindle Keyboard's software has been recently updated.
  4. Using the experimental features such as Text To Speech, MP3 Player and also using active content will cause the battery to drain faster. This is expected behaviour.
  1. Turn wireless off and fully charge your Kindle Keyboard.
  2. With wireless turned off, Kindle Keyboard battery life should be 2 months.
If battery lasts less than the time frame given above, please contact us for additional assistance.
If you recently updated your software the Kindle Keyboard will use more power while it is updating and for a short time after.
Leave the Kindle Keyboard plugged in with wireless on overnight so the update can complete
Kindle Keyboard has a critical battery error.
  1. Please leave your Kindle Keyboard charging for 30 minutes.
  2. Perform a reset of the device by holding the power switch to the right for a full 20 seconds.
  3. Allow Kindle Keyboard to charge fully. You will know when your Kindle Keyboard is fully charged as the amber light will turn green.
  4. If the issue persists, please contact customer support.
Green light at bottom of Kindle Keyboard is blinking.

Possible cause:
  1. The green LED light in the power switch at the bottom of your Kindle Keyboard blinks when waking up your Kindle Keyboard or putting it to sleep, and when shutting down your Kindle Keyboard. Your Kindle Keyboard is functioning normally.
Kindle Keyboard has an LED light inside the power switch.
When you put your Kindle Keyboard to sleep or wake it up by sliding and releasing the power switch on the bottom of your Kindle Keyboard, the green LED light in the power switch will blink on for two seconds.
When you slide and hold down the power switch at the bottom of your Kindle Keyboard to shut the device down, the green LED light in the power switch will blink three times before your Kindle Keyboard shuts down.

Connecting Via USB

SymptomResolution
Kindle Keyboard is not recognized by your computer or you receive an error message when you plug your Kindle Keyboard into your computer.

Possible cause:
  • Kindle Keyboard not connected to a powered USB port.
First, disconnect Kindle Keyboard from computer and try plugging it back in using a different USB port. You can also try using a different micro USB cable, if available. If it is still not working, follow these next steps:
  1. Restart Kindle Keyboard by pressing Home > Menu > Settings > Menu and selectRestart.
  2. Connect the Kindle Keyboard to a USB port on the back of your computer.
  3. Restart your computer with the Kindle Keyboard connected to it.
If these steps do not resolve the issue, you can reset your Kindle Keyboard. Unplug your Kindle Keyboard from the outlet or computer, slide and hold power button for 20 seconds, and wait for 5-10 minutes.
Please contact us if you continue to experience problems with your Kindle Keyboard.

Synchronising Across Devices

SymptomResolution
Last Page Read / Notes / Highlights are not synchronising across devices
  1. Please note that when you finish reading a book you must press "Home" on your Kindle Keyboard before powering the Kindle Keyboard off in order for the Last Page Read to be synchronised.
  2. Visit the Manage Your Kindle page.
  3. Scroll down to "Manage synchronisation between devices. Learn more" and select "Learn more".
  4. Ensure that Synchronisation is turned on.
  5. Navigate to Kindle Keyboard's Home screen and press the Menu button.
  6. Select "Settings".
  7. Please ensure Annotations Backup is enabled by selecting "On".
    8. .Note: Devices must have a wireless connection in order to sync.

Text to Speech and Voice Guide

SymptomResolution
Voice guide is not working.
  1. Please ensure the volume on your Kindle Keyboard is at an audible level. The volume controls are located on the bottom of your Kindle Keyboard to the left of the power switch.
  2. Please turn the voice guide on and off. Home > Menu > Settings > Next Page > Voice Guide "Turn Off/On".
  3. Please restart your device by pressing Home > Menu > Settings > Menu > Restart.
Text to Speech is not working.
  1. Please ensure the volume on your Kindle Keyboard is at an audible level. The volume controls are located on the bottom of your Kindle Keyboard to the left of the power switch.
  2. Please restart your device by pressing Home > Menu > Settings > Menu > Restart.

Music & Audible Files

SymptomResolution
Music files not playing on Kindle Keyboard.

Possible cause:
  • Music files not found by the Kindle Keyboard or files not in supported format.
  1. Plug your Kindle Keyboard into a computer via the USB cable.
  2. Kindle Keyboard will be recognised as an external drive.
  3. Click to open the Kindle drive.
  4. Open the music folder.
  5. Make sure all the music files are inside the music folder.
  6. Confirm file extension is MP3 (right-click on file to see properties).
Cannot play audiobook.

Possible cause:
  • Audio book may not be compatible with Kindle Keyboard or could not be found.
  1. Connect your Kindle Keyboard to computer using USB cable
  2. Kindle Keyboard will be recognised as an external hard drive
  3. Click on the Kindle drive and select the audible folder
  4. Make sure audio book files are inside the audible folder
  5. Confirm file type is audible by doing a right-click on the file and select properties.
  6. Contact Audible

Kindle Lighted Covers

SymptomResolution
  • No LED lights ever come on
  • Not all LED lights come on
  • LED light flickers
  1. To shut down Kindle Keyboard, slide and hold the power button for five seconds. The LED light will blink three times and the screen will go blank.
  2. Connect the cover to Kindle Keyboard. For assistance please see this page.
  3. Turn the Kindle Keyboard on by sliding and releasing the power button.
  4. If the Kindle Keyboard does not power on: charge your Kindle Keyboard for one hour, and attempt these steps again.
  5. Pull out the light on the Kindle Keyboard cover until you hear a click. The light will come on when the arm is fully extended. Ensure the light bar is completely extended. Squeeze the light head with your thumb and forefinger and pull straight out. There will be an audible "click" once the light bar is fully extended.

Content Issues

SymptomResolution
Book did not download / haven't received book, subscription, or blog.

Possible cause:
  • Kindle Keyboard not able to sync with Amazon servers.
See Wireless Troubleshooting.
Cannot delete book from Kindle Keyboard.
  1. Go to the Home screen.
  2. Underline the book you want to delete.
  3. Move the 5-way controller to the left.
  4. Select "Delete."
Book will not open / receiving an error message when opening a book.

Possible cause:
  • Incomplete file download.
  1. Delete the book.
  2. Restart your Kindle Keyboard by pressing Home > Menu > Settings > Menu and select "Restart."
  3. Download book again.
If you continue to experience problems, please contact us.
Sent personal document to Kindle Keyboard to be converted but have not received it.

Possible cause:
  • Document sent could not be converted or delivered.
  1. Confirm that the e-mail address the document is being sent from is on the approved e-mail list on the Manage Your Kindle page.
  2. Confirm payment method on the Manage Your Kindle page.
  3. Confirm your Kindle Keyboard is connected using Wi-Fi or 3G connection, if applicable. Ensure that your Whispernet Delivery Options are appropriately set on Manage Your Kindle
  4. Confirm that you and/or your approved contact has sent document to the correct Send-to-Kindle e-mail address e.g. [name]@Kindle.com.
  5. Confirm file can be converted for the Kindle Keyboard (convertible files include: unprotected PDF, TXT, unprotected MOBI, PRC natively; HTML, DOC, RTF, JPEG, GIF, PNG, BMP through conversion).
  6. Confirm that the attachment was sent in the e-mail.
  7. Check to see if the document is appearing in Your Pending Deliveries.
Notes, highlights, bookmarks and last page read on my personal documents converted to Kindle format are not syncing across my Kindle devices.

Possible Cause:
  • Personal Document is not archived in your Kindle library
  • Whispersync of notes, highlights, bookmarks along with last page read is available on your archived personal documents that have been converted into Kindle format.
  • Files transferred via USB and PDFs not converted into Kindle format do not support these features.
  • Whispersync of personal documents is currently supported on Kindle Keyboard and Kindle.
  • If your personal document is archived in the Kindle format and you are unable to share notes, highlights or last page read across multiple devices registered to your account:
    1. Confirm you have a wireless connection.
    2. Select Sync and Check from the Home screen menu on the Kindle with notes and highlights or furthest read locatiion.
    3. Select Sync and Check from the Home screen menu on the Kindle you wish to use to access the personal document notes, highlights or furthest read location.
  • Please note that you must have installed the Kindle Keyboard software 3.3 to take advantage of Whispernet. Click here for installation instructions.
If you are still experiencing problems, please contact customer service.
Outside coverage area or want to receive converted file for free.
  1. Confirm your sending e-mail address is on your approved e-mail list on Manage Your Kindle.
  2. Confirm that your Kindle email address is correct i.e. (youremail@free.Kindle.com)
  3. Confirm that the file can be converted for the Kindle Keyboard (unprotected PDF, TXT, unprotected MOBI, PRC natively; HTML, DOC, RTF, JPEG, GIF, PNG, BMP through conversion)
  4. Your file will be e-mailed to your Amazon.co.uk log-in e-mail address. Check your spam filter or junk mail if you have not received a reply from us.
  5. Download the file from your computer via Wi-Fi or USB to the Kindle Keyboard(s).
  6. For instructions on how to download files, see details on our Help page.
Book skipping pages.

Possible cause:
  • Multiple devices on same account reading same book.
Restart Kindle Keyboard by pressing Home > Menu > Settings > Menu and select Restart.
If you continue to experience problems, please contact us.
Reading a book on multiple Kindles or iPhone and devices not saving progress.

Possible cause
  • Amazon servers are not being updated by Kindle or iPhone.
  • "Home" button needs to be used to ensure Kindle saves and updates the location.
  1. Go to Menu > Settings > and make sure third option says "Disable Annotations Backup".
  2. Check that Whispersync option is turned on in the Manage Your Kindle page.
Sent a PDF file to be converted, received same file which was not converted.

Possible cause:
  • The word "convert" was not added to the subject line of the e-mail sent to your Kindle e-mail address
  1. Make sure the sending e-mail address is on the approved e-mail list on the Manage Your Kindle page.
  2. Confirm payment method on the Manage Your Kindle page
  3. Confirm that your Kindle email address is correct, e.g. youremail@Kindle.com or youremail@free.kindle.com.
  4. Confirm that "Convert" is in the subject line of e-mail.
  5. Confirm the sent e-mail has the file attached.
Kindle Keyboard not saving page.

Possible cause:
  • Power turned off before Kindle Keyboard could save the current page location.
When you are done reading on your Kindle Keyboard, you can do either of the following to ensure the Kindle Keyboard opens to the same page you were last reading:
  1. Put Kindle Keyboard into sleep mode instead of turning it off. Battery consumption in sleep mode is the same as powering off Kindle Keyboard.
  2. Go to home screen before powering off Kindle Keyboard.

Kindle Keyboard and Kindle Content Return Policies

SymptomResolution
I want to return my Kindle.Learn more about the warranty on your Kindle Keyboard, returning your Kindle Keyboard and returning Kindle content.

Kindle Tip: Restart Your Device

Restarting your device can resolve issues like a frozen screen or problems downloading content.
Press or slide and hold the power button for 20 seconds.Click the timer above to count the full 20 seconds.After 6 to 8 seconds, the screen will go blank. This is normal. Continue to hold the power button.After 20 seconds, release the power button. The charge indicator light will turn on after a few moments. For Kindle Fire, press the power button again.If you have successfully restarted your Kindle, you'll see the start-up screen.

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