Troubleshooting kindle Fire HD


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.

Registration


Symptom
Resolution
I don't know how to register my Kindle Fire HD.You can register your Kindle Fire HD from your device:
  1. With your Kindle Fire HD connected via Wi-Fi, access the Quick Settings by swipping down from the top of the screen.
  2. Tap the More icon.
  3. Tap My Account.
  4. Tap the Register button and enter the e-mail address and password of your Amazon account. Tap the symbol keyboard button to switch to the numbers and symbols keyboard. Tap the shift key to switch to the uppercase character keyboard. Tap the box next to Show password to display your password as you type.
  5. Tap the Register button when finished.
If you don't already have an Amazon account, tap the Create an account link, or visit Amazon.com on your computer to create one.
My Kindle Fire HD is already registered to another user.When registering your Kindle Fire HD, you may see a "deregister" instead of "register" option. This means your Kindle Fire HD is already registered to another account. This may happen if you received your new Kindle Fire HD as a gift. Select "deregister" to register your Kindle Fire HD to your Amazon account instead.
I forgot to mark the Kindle Fire HD as a gift, how do I deregister it?You can deregister your Kindle online or from the device.
To deregister your Kindle online:
  1. Go to Manage Your Kindle. Click on Manage Your Devices.
  2. Click the Deregister link next to the device you wish to deregister.
To deregister the Kindle from the device:
  1. With your Kindle Fire HD connected via Wi-Fi, open the Quick Settings from the top of the screen.
  2. Tap the More icon.
  3. Tap My Account.
  4. Tap the Deregister button.
I can't find my Kindle Fire HD serial number.Open the Quick Settings from the top of the screen, then More. Tap on device Device , then about to view your 16-digit Kindle Fire HD serial number.
I can't find my password characters on the onscreen keyboard.Tap the symbol keyboard button to switch to the numbers and symbols keyboard. Tap the shift key to switch to the uppercase character keyboard. Tap the box next to Show password to display your password as you type.
I don't have an Amazon.co.uk account.You can either create an Amazon.co.uk account online or your device.
To create an account on the device:
  1. With your Kindle Fire HD connected via Wi-Fi, tap the Quick Settings icon.
  2. Tap the More icon.
  3. Tap My Account.
  4. Tap the Create an account link and follow the onscreen instructions.
I forgot my Amazon.co.uk password.You can change or reset your password at Amazon.co.uk/password.
My Amazon.co.uk password is not accepted when I try to register from my Kindle Fire HD.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 correctly. Tap the symbol keyboard button to switch to the numbers and symbols keyboard. Tap the shift key to switch to the uppercase character keyboard. Tap the box next to Show password to display your password as you type.
To reset your Kindle Fire HD password, you can restore your device to factory default settings. This will delete all content on your Kindle Fire HD and you'll need to register it again before downloading items from your Amazon account.:
  1. Open the Quick Settings, then tap More.
  2. Tap Device.
  3. Tap Reset to Factory Defaults.
I forgot my Kindle Fire HD password.
(Note: This is not your Amazon.co.uk account password.)		After four failed attempts at entering your password, you'll be directed to restore your device to factory default settings. This will delete all content on your Kindle Fire HD and you'll need to register it again before downloading items from your Amazon account. You can then create a new password for your Kindle Fire HD.

Screen Issues

Screen Issues
Symptom
Resolution
Screen frozen or Kindle Fire HD unresponsive.

Possible cause:
  • Low battery charge.
Restarting Kindle Fire HD may resolve intermittent issues like a frozen screen, battery issues or trouble downloading content to your Kindle Fire.
To restart your Kindle Fire HD, press and hold the power button for 20 seconds and then release. After the device has completely turned off, press the power button to restart your Kindle Fire HD.
If your Kindle Fire HD is still unresponsive, try charging your Kindle Fire HD before trying to restart the device again.
Make sure you have the latest software version available installed on your Kindle Fire. The latest version is available atwww.amazon.co.uk/kindlesoftwareupdates
If you continue to experience problems, please contact us.
Problem with Kindle Fire screen.Try restarting Kindle Fire HD: press and hold the power button for 20 seconds and then release. After the device has completely turned off, press the power button to restart your Kindle Fire HD. If your Kindle Fire HD is still unresponsive, try charging your Kindle Fire HD before trying to restart the device again.
If this does not resolve the issue, please contact us.

Broken Kindle Fire Screen or Case

Broken Kindle Fire Screen or Case
Symptom
Resolution
Kindle Fire HD screen or case is cracked or broken.See Kindle Return Policies to learn more about the warranty on your Kindle Fire HD.

Wireless Issues


Symptom
Resolution
Kindle Fire HD is unable to connect to Wi-Fi network, or content will not download via Wi-Fi to Kindle Fire HD.Learn how to connect to Wi-Fi and troubleshoot common problems.
Not able to receive a converted file.



Possible cause:
  • May be outside of network range.
  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 Fire is connected via Wi-Fi.
  3. Confirm that your Send-to-Kindle e-mail address is correct, [name]@kindle.com.
  4. Confirm that the file can be converted (unprotected PDF, TXT, unprotected MOBI, PRC natively; HTML, DOC, RTF, JPEG, GIF, PNG, BMP through conversion).
  5. Check your spam filter or junk mail if you have not received a reply from us.

Lost or Stolen Kindle Fire HD


Symptom
Resolution
Lost or stolen Kindle Fire HD.First, deregister your Kindle Fire HD via the Manage Your Kindle page.

To file a police report, please contact your local police department.
You will also want to make sure that you cancel any active subscriptions through Manage Your Kindle. Canceling 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.

Connecting Via USB


Symptom
Resolution
Kindle Fire HD is not recognized by your computer or you receive an error message when you plug your device into your computer.

Possible cause:
  • Kindle Fire HD is not connected to a powered USB port.
First, disconnect your Kindle Fire HD from the 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 your Kindle Fire HD: press and hold the power button, tap the Shut Down button when it appears on the screen. After the device has completely turned off, press the power button to restart your Kindle Fire.
  2. Connect your Kindle Fire HD to a USB port on the back of your computer.
  3. Restart your computer with your Kindle Fire HD connected to it.
If these steps do not resolve the issue, try restarting your Kindle Fire HD. Press and hold the power button for 20 seconds and then release. After the device has completely turned off, press the power button to restart your Kindle Fire HD. If your Kindle Fire HD is still unresponsive, try charging your Kindle Fire HDbefore trying to restart the device again.
Please contact us if you continue to experience problems with your Kindle Fire HD.
Some computers require a free file transfer utility to copy files between the computer and your Kindle Fire. Select your operating system for more information.
  • Mac: Mac users with either a Kindle Fire or Kindle Fire HD will need to install the free Android File Transfer app to complete USB transfers. Go to File Transfer App in your computer browser and follow the onscreen instructions to download.

  • Windows XP users with either a Kindle Fire or Kindle Fire HD will need to install an updated version of Windows Media Player to complete USB transfers.Select one of the following and follow the onscreen instructions to download
  • Linux: Linux users with either a Kindle Fire or Kindle Fire HD will need to install a Media Transfer Protocol (MTP) USB driver to complete USB transfers.

Password Issues


Symptom
Resolution
Kindle Fire HD password not working or lost.After four failed attempts at entering your password, you'll be directed to restore your device to factory default settings. This will delete all content on your Kindle Fire HD and you'll need to register it again before downloading items from your Amazon account. You can then create a new password for your Kindle Fire HD.

Battery Issues


Symptom
Resolution
Kindle Fire HD battery not charging.We recommend charging your Kindle Fire HD using the Kindle Powerfast power adaptor (sold separately). It may take up to 4 hours to fully charge your Kindle Fire HD using the Kindle Powerfast power adapter if the battery is fully drained.

You can also charge your Kindle Fire HD from your computer using the supplied USB cable. For information on estimated charging times, please visit Charging Your Kindle Fire

Please note: To fully charge your Kindle Fire from a computer, you will need to leave the device idle for the duration of the charge time.
If you are still having problems charging your Kindle Fire HD, try restarting the device. Press and hold the power button for 20 seconds and then release. After the device has completely turned off, press the power button to restart your Kindle Fire.
Contact us for in-warranty options.
Kindle Fire HD battery not holding a charge.

Possible cause:
  1. Your Kindle Fire HD is receiving a weak wireless signal and is constantly trying to connect, depleting the battery.
  2. A large number of files were recently added to the device, and the files are still being indexed.
Try turning wireless off by opening the Quick Settings icon from the Home screen, then tap the Wi-Fi icon. Move the Wireless Networking switch to the off position. Fully charge your Kindle Fire HD using the power adapter that came with your Kindle Fire.
Your Kindle Fire provides up to 8 hours of continuous reading or 7.5 hours of video playback, with wireless off. Battery life will vary based on the type of usage and wireless connectivity required; activities such as web browsing and downloading content may deplete battery life more quickly.
Tips for extending the battery life of your Kindle Fire are available atwww.amazon.co.uk/help/kindle/fire/battery.
If battery lasts less than the timeframe given above, please contact us for additional assistance.

Books Issues


Symptom
Resolution
Book did not download/haven't received book.

Possible cause:
  • Kindle Fire HD not able to sync with Amazon servers.
Try these troubleshooting steps:
Cannot delete book from Kindle Fire HD.
  1. From the Device tab in your Books content library, press and hold the title of the book you want to delete.
  2. Tap Remove from Device.
You can't delete books in the Cloud tab from your Kindle Fire HD. To permanently delete Kindle books from your Kindle Library, go to Manage Your Kindle. Locate the item you wish to remove from the Your Kindle library list. Filter your view or search your library to quickly find the item.
Click the Actions button and choose "Delete from library" to permanently remove the title item from your account.The item will no longer appear in the Cloud tab in your Books content library.
Note that after the title is removed from your Kindle library on your Amazon account, you will no longer have access to re-download this title unless you re-purchase it. After deleting a personal document from your Kindle Fire HD, your document is permanently removed from your Kindle Library. Existing copies of the deleted title or personal document already on your device will not be removed unless you choose to delete them directly from the device.
Book will not open/receiving an error message when opening a book.

Possible cause:
  • Incomplete file download.
If you're having problems opening a book from your Device tab, try redownloading the book:
  1. From the Device tab in your Books content library, press and hold the title of the book you want to delete.
  2. Tap Remove from Device.
  3. Tap the Cloud tab, then tap the item to start redownloading it again.
If you see an error message when downloading a book from the Cloud tab, try tapping on the title again to restart the download.
If you're still having problems, try restarting your Kindle Fire HD: press and hold the power button, tap the Shut Down button when it appears on the screen. After the device has completely turned off, press the power button to restart your Kindle Fire HD.
If you continue to experience problems, please contact us.
Book has several pages missing.

Possible cause:
  • Book may have formatting errors.
To report poor quality or formatting on a Kindle book, go to the book's product detail page on Amazon.co.uk. Scroll to the bottom of the product detail page and select "Would you like to report poor quality or formatting in this book?"
If you need additional assistance, please contact customer service. If you contact us via e-mail, please include the location numbers of the errors.
Book skipping pages.

Possible cause:
  • Multiple devices on same account reading same book.
Try restarting your Kindle Fire HD: press and hold the power button, tap the Shut Down button when it appears on the screen. After the device has completely turned off, press the power button to restart your Kindle Fire HD.
If you continue to experience problems, please contact us.
Book progress not saved when reading a book on multiple Kindle devices.

Possible cause:
  • Amazon servers are not being updated by Kindle.
Check that Whispersync option is turned on in Manage Your Kindle.
Sync your content by opening the Quick Settings from the Home screen. Tap the Sync icon.
Kindle Fire HD not saving last page read/last page read on Kindle content is not syncing with my other devices.

Possible cause:
  • Power turned off before Kindle Fire could save the current page location.
When you are finished reading on your Kindle Fire HD, you can do either of the following to ensure the Kindle Fire HD opens to the same page you were last reading:
  1. Put Kindle Fire HD into sleep mode instead of turning it off. Battery consumption in sleep mode is the same as powering off Kindle Fire HD .
  2. Sync your content by opening the Quick Settings from the Home screen. Tap the Sync icon.

Music or Audio Issues


Symptom
Resolution
Problem accessing, downloading, or listening to music on Kindle Fire HD.See Transferring & Downloading Content to Your Kindle Fire HD for support.

Screen Issues


Symptom
Resolution
Screen frozen or Kindle Fire unresponsive.

Possible cause:
  • Low battery charge.
Restarting Kindle Fire HD may resolve intermittent issues like a frozen screen, battery issues or trouble downloading content to your Kindle Fire HD.
To restart your Kindle Fire HD, press and hold the power button for 20 seconds and then release. After the device has completely turned off, press the power button to restart your Kindle Fire HD.
If your Kindle Fire HD is still unresponsive, try charging your Kindle Fire HD before trying to restart the device again.
Make sure you have the latest software version available installed on your Kindle Fire HD.
Problem with Kindle Fire HD screen.Try restarting Kindle Fire HD: press and hold the power button for 20 seconds and then release. After the device has completely turned off, press the power button to restart your Kindle Fire HD.
If your Kindle Fire HDis still unresponsive, try charging your Kindle Fire HD before trying to restart the device again.
If this does not resolve the issue, please contact us.

Personal Document Issues


Symptom
Resolution
I have sent my personal document to my Kindle Fire HD Send-to-Kindle e-mail address, but have not yet received it on my Kindle device. 

Possible cause:
  • Document sent could not be converted or delivered.
  • Kindle Fire needs to be synced to receive your new content.
  1. Confirm the sender's e-mail address is on your approved e-mail list on Manage Your Kindle.
  2. Confirm that you and your approved contact has sent the document to the correct Send-to-Kindle e-mail address,[name]@kindle.com.
  3. Confirm that your Kindle Fire is connected to network using Wi-Fi connectivity.
  4. Confirm the file can be converted (convertible files include: unprotected PDF, TXT, unprotected MOBI, 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 Troubleshootingabove.
  7. Sync your Kindle Fire by tapping the Quick Settings icon, then Sync. Check to see if the item is in your Docs content library by tapping Docs from the Home screen.
  8. Check to see if the item is appearing in "Your Pending Deliveries" section of the Manage Your Kindle page.
My notes, highlights, bookmarks, and last page read on my personal documents converted to Kindle format are not syncing across my Kindle devices.
Whispersync of notes, highlights, bookmarks, and your 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 Fire HD, Kindle Fire =, Kindle Keyboard (with the latest software update, version 3.3), Kindle, Kindle Touch, Kindle for Android App (running app version 3.5 or greater) and Kindle App for iPad, iPhone, and iPod touch(running Kindle app version 2.9 or greater).
If your personal document is archived in the Kindle format and you are unable to access your notes, highlights, or last page read across multiple Kindle devices registered to your account:
  • Confirm you have a wireless connection.
  • Select Sync and check from the Home screen menu on the Kindle with your notes and highlights or furthest read location.
  • Select Sync and check from the Home screen menu on the Kindle you wish to use to access your notes, highlights or furthest read location.
  • If you are still experiencing problems, please contact customer service.
Outside Wi-Fi range.
  1. To use the Kindle Personal Document service on Kindle devices, you must be connected wirelessly to a Wi-Fi network.
  2. If you are outside of range of a Wi-Fi network, you can transfer personal documents to your Kindle Fire via USB. See Transferring & Downloading Content to Kindle Fire for more information.
My PDF was not converted before it was delivered to my Kindle Fire.

Possible cause:
  • The word "convert" was not added to the subject line of the e-mail sent to your Send-to-Kindle e-mail address.
  1. Confirm that "Convert" is in the subject line of e-mail.
  2. Confirm that the attachment was sent in the e-mail.

Apps Issues


Symptom
Resolution
Problem accessing, downloading, or using apps on Kindle Fire HD.See Amazon Appstore on Kindle Fire for support.

Web Issues Using Amazon Silk


Symptom
Resolution
Problem accessing, downloading, or using Amazon Silk on Kindle Fire HD.See Using Amazon Silk on Kindle Fire for support.

Kindle Fire and Kindle Content Return Policies


Symptom
Resolution
I want to return my Kindle Fire.Learn more about the warranty on your Kindle Fire, returning your Kindle Fire, and returning Kindle content.

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