Troubleshooting Kindle Paperwhite


Restarting Your Kindle Video



Restarting your device can sometimes resolve issues like a frozen screen or problems downloading content.
Restarting your Kindle turns it completely off and back on again. During restart, the screen will go blank. During the restart, the screen will go blank; this is normal. When your Kindle reloads, you will see the start-up screen.
Restarting does not deregister or remove content from your device. Try restarting your device to troubleshoot a frozen screen or problems downloading content.

There are two ways to restart your Kindle Paperwhite:

  1. From the Home screen, select Menu  , and then select Settings.
  2. Select Menu  , again, and then select Restart.
If your device is unresponsive, you can also restart it by pressing and holding the power button for a full 20 seconds. You will see the screen flash after several seconds; this is normal.
Keep pressing the power button for the full 20 seconds. When the restart is complete, you’ll see the start-up screen.
Restarting your Kindle may take a few minutes to complete. 

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.

Resetting your Kindle Paperwhite

Resetting your device returns it to factory defaults– it deregisters your device and removes all content downloaded to the device, and then restarts it for first-time use.
Only reset your device if you want to remove all content downloaded to the device and register the Kindle device again.
Any content you have saved to your Kindle Library on Amazon remains in the Cloud and can be downloaded again if you re-register the device. Before you reset a device, however, be sure to transfer any content not in the Cloud to your computer with USB
To reset your Kindle:
  1. From the Home screen, select Menu  and then select Settings.
  2. Select Menu again, and then select Reset Device

Registration Issues

How to register

You can register your Kindle Paperwhite from your device or online.
  1. From the Home screen, select Menu  .
  2. Select Settings, and then select Registration. Choose the option that applies:
  • If you already have an Amazon account: Select and then enter the e-mail and password associated with your Amazon account. Select Register. Your name will appear as the Registered User when registration is complete.
  • If you do not have an Amazon account: Select and then follow the onscreen instructions to set up a new account.
To set up a new Amazon account or change your password, visit Amazon.co.uk.

How to re-register /  your Kindle Paperwhite is registered to wrong account.

  1. From the Home screen, select Menu  
  2. Select Settings, and then select Registration.
  3. A pop-up appears, prompting you to deregister your Kindle. To register your Kindle to another account, select Deregister and follow the steps for registering your Kindle Paperwhite.

Find the device serial number

  1. From the Home screen, select Menu  .
  2. Select Settings.
  3. Select Menu  again and select Device Info.
The serial number is displayed in the pop-up window.
Get existing Kindle books on Kindle
Register your Kindle to the same Amazon account on which you bought the books you want to read. Go to Manage Your Kindleto view or change your device registration.
No Amazon.co.uk account
You can create an Amazon.co.uk account online or on your device.
If your device is unregistered:
  1. From the Home screen, tap the Menu button.
  2. Tap Settings, then Registration.
  3. Select the "If you do not have an Amazon account" option and follow the onscreen instructions to set up a new account.

Password Issues

Forgot Amazon.co.uk account password

You can change or reset your Amazon.co.uk account password at http://www.amazon.co.uk/password

Password doesn’t work when registering

Confirm that the password is the one used to access your Amazon.co.uk account (and not your Wi-Fi network, for example).
Confirm that you are using the correct case and symbols when entering your password.

Forgot Kindle Paperwhite passcode

(Note: This is not your Amazon.co.uk account password.)
If you can't remember the passcode for your Kindle, you can restore the device to factory defaults to regain access.
Restoring the device to factory defaults deletes  all content on your Kindle Paperwhite and you'll need to register your Kindle again before downloading items from Your Kindle Library on Amazon.co.uk.
To restore the Kindle to factory defaults, enter 111222777.

Find special characters on keyboard

  • Tap the 123 key to display the numbers and symbols keyboard.
  • Tap the Shift key (up arrow) to enter uppercase characters.
  • For some accented characters such as ñ, á, or ú, press and hold the base character until a menu appears to select the character you need. For example to enter ç, press and hold "c."

Screen Issues

Screen frozen / unresponsive

  • Press and hold the power button for a full 20 seconds and then release to restart your device. The reboot screen appears.
  • If this doesn't work, please charge your device and restart it again.
  • Check to see if you have the latest software version:
www.amazon.co.uk/kindlesoftwareupdates
Please contact us if you continue to experience problems.

Kindle Paperwhite showing lines on screen

Your Kindle may be affected by electromagnetic interference or there may be issues with the screen. Press and hold the power button for a full 20 seconds and then release to restart your device. The reboot screen appears.
Please contact us if you continue to experience problems.

Can't rotate display

Note: You can rotate the screen in books and documents, but not in periodicals, the Home screen, or the experimental Web Browser.
With a book or document open, tap the top of the screen and then select Menu. Select Portrait Mode or Landscape Mode to rotate the display.

Screen Light Issues

Screen light won't come on

  1. Tap the screen light icon  and then press and hold the "+" button. This should turn on the screen light if it is working.
  2. Press and hold the power button for a full 20 seconds and then release to restart your device. The reboot screen appears.
  3. If this doesn’t work, charge your device and restart it again.
Please contact us if you continue to experience problems.

Broken Screen or Case

Kindle  screen or case is cracked or broken

See Kindle Return Policies to learn more about the warranty on your Kindle Paperwhite.

Wireless Issues

Can't connect to Wi-Fi, or content won’t download using Wi-Fi

Learn how to connect to Wi-Fi

Can't connect to enterprise Wi-Fi network

Possible cause:
  • The network requires a certificate, which is not supported.
  • The network is an unsupported network configuration type.
  • The enterprise network password is not known.
  • The enterprise network is a hidden network
For more information about connecting to Enterprise networks, see connect to Wi-Fi

Can't connect to 3G or content won’t download using 3G

3G Connection tips:
  1. Check battery (if low, charge fully before completing the following steps).
  2. Make sure Aeroplane Mode is off. From the Home screen, select Menu and then select Settings. Confirm that Aeroplane Mode is set to Off.
  3. Check wireless strength.
  4. Check wireless coverage map.
3G Content Download Tips:
  • From the Home screen, select Menu  and then select Sync and Check for Items.
  • Check to see if the item is appearing in "Your Pending Deliveries" section of the Manage Your Kindle page.
If these tips didn't solve your issue, try restarting your device.
From the Home screen, select Menu, select Settings, select Menu again, and then select Restart.

Lost or Stolen Device

Lost or stolen Kindle device

  • You can cancel any active Kindle subscriptions under the Subscription Settings heading on Manage Your Kindle.
  • 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.
  • You can deregister your Kindle Paperwhite via Manage Your Kindle.
  • To file a police report, contact your local police department.

Kindle device found

Turn in the device to the local authorities or lost and found.

Connecting with USB Issues

Kindle not recognised when connected to computer with USB

First, please try a different USB port. If this doesn’t work:
  1. From the Home screen, select Menu , select Settings, select Menu again, and then select Restart.
  2. Connect your Kindle to your computer via USB, and restart your computer.
Please contact us if you continue to experience problems.

Battery and Power Issues

Battery not charging / charge indicator light not on

  1. Make sure the USB cable is fully inserted into your Kindle and into the USB port of the computer.
  2. Be sure to turn off your computer’s sleep or standby mode.
  3. Connect your Kindle to a different USB port. If available, also try using a different USB cable.
  4. Verify that the amber light on the bottom of your Kindle is on. When fully charged, the light will appear green.
  5. From the Home screen, select Menu , select Settings, select Menu again, and then select Restart.
  6. Is the charge light off? The USB cable may need to be replaced.
Note: If your Kindle is plugged into a low-powered USB port such as those found on some keyboards and older computers, it will not receive enough power to charge.
Please contact us for in-warranty options.

Battery not holding charge

When the Kindle Paperwhite battery is too low to allow access to content, you’ll see a Low Battery screen instead of the Home screen.  Charge your Kindle Paperwhite for approximately one hour by plugging a compatible charger into the wall or using the USB cable.
After one hour of charging, the low-battery screen should disappear and the Home screen should appear. If not, try unplugging and re-plugging the charger from wall. You should now see the Kindle Paperwhite Home screen. Contact us if you still see the low battery screen.
Note: Battery life will vary based on wireless usage, such as using the screen light, shopping the Kindle Store and downloading content. You can read for up to two months on your Kindle Paperwhite with wireless turned off, based upon a half-hour of daily reading time.    

Green power indicator light blinking

Your Kindle Paperwhite has an LED light inside the power switch.
When you put your Kindle Paperwhite to sleep or wake it up by pressing and releasing the power button on the bottom of your Kindle Paperwhite, the green LED light in the power button will turn on for two seconds.
When you press and hold down the power button at the bottom of your Kindle Paperwhite to shut down the device, the green LED light in the power switch will blink two times before your Kindle Paperwhite shuts down.

Content Issues

Content won’t download / did not receive content

  1. Make sure Aeroplane Mode is off. From the Home screen, select Menu and then select Settings. Confirm that Aeroplane Mode is set to Off.
  2. From the Home screen, select Menu and then select Sync and Check for Items.
  3. If your content does not appear, from the Home screen, select Menu and then select Settings
  4. Select Menu again and then select Restart. Check to see if the item is appearing in "Your Pending Deliveries" section of the Manage Your Kindle page

Can't delete book from Kindle Paperwhite

  1. From the Home screen tap and hold the title of the Kindle content you want to delete.
  2. Select Remove from Device.

Book will not open/error when opening book

  1. From the Home screen tap and hold the title of the Kindle content you want to delete.
  2. Select Remove from Device.
  3. On the Cloud tab, tap the book to download again.
  4. From the Home screen, select Menu , select Settings, select Menu again, and then select Restart.
Please contact us if you continue to experience problems.

Book has missing pages or content errors

To report content errors while reading:
  1. Highlight the passage or location and select More from the menu that appears
  2. Choose Report Content Error and follow the instructions.

Book skipping pages

From the Home screen, select Menu , select Settings, select Menu again, and then select Restart.
Please contact us if you continue to experience problems.

Book progress not synced across devices

  1. From the Home screen, select Menu, select Settings, and then select Reading Options
  2. Confirm that Annotations Backup is set to On.
  3. Check that Whispersync option is turned on in Manage Your Kindle.
Sync both your Kindle Paperwhite and your other Kindle device or reading app.

Book not opening to same page

When you're finished reading, complete either of the following two steps to ensure your book opens to the same page where you left off:
  1. Put Kindle Paperwhite into sleep mode instead of turning it off. Battery consumption in sleep mode is the same as powering off your device.
  2. Press the Home icon  to access the Home screen before powering off Kindle Paperwhite.

Personal Document Issues

Can't receive personal document sent to my device

 
  1. Confirm the sender's e-mail address is on your approved e-mail list on Manage Your Kindle.
  2. Confirm that you or your approved contact has sent the document to the correct Send-to-Kindle e-mail address, [name]@kindle.com.
  3. Confirm that your Kindle Paperwhite is connected to network using Wi-Fi connectivity.
  4. Confirm the file can be converted (convertible files include: unprotected PDF, TXT, unprotected MOBI 7, PRC natively; HTML, DOC, DOCX, RTF, JPEG, GIF, PNG, BMP through conversion).
  5. Confirm that the attachment was sent in the e-mail.
  6. Check battery. If battery has a low charge, charge before completing the following steps outlined in Wireless Troubleshooting above.
If you only have access to a 3G connection: Ensure that you have set your personal document conversion limit and ensure that 3G delivery is enabled on the Personal Document Settings section of the Manage Your Kindle page.
For more information see Kindle Personal Documents Service

Annotations in personal documents not syncing across Kindle devices

Note: The personal document has to be stored in Your Kindle Library on Amazon.co.uk to sync annotations. Personal documents transferred to your Kindle via USB and PDFs not converted into Kindle format do not support whispersync of annotations.
  • Confirm you have a wireless connection.
  • Sync the last Kindle device or reading app you used.
  • From the Home screen, select Menu  and then select Sync and Check for Updates on your Kindle.
Please contact us if you continue to experience problems.

Outside Wi-Fi range

PDF not converted when sent as personal document

  1. Confirm that "Convert" is in the subject line of e-mail.
  2. Confirm that the attachment was sent in the e-mail.

Returns Issues

I want to return my Kindle or Kindle content.


Kindle Tip: Restart Your Device

Restarting your device can resolve issues like a frozen screen or problems downloading content.
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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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