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Customer Discussions > Kindle Help Forum

My Kindle Touch screen is frozen and has white lines across it D:

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Showing 1-15 of 15 posts in this discussion
Initial post: Dec 14, 2011 1:51:45 PM PST
Ryan T. Cook says:
Well I got the Kindle Touch for my birthday not even 2 weeks ago but it's already not working. The screen is frozen on the advertisement that comes up when the Kindle is turned off. The image is faded and there are very faint white lines going across the screen and if you look REALLY close you can see the book selection screen. But I have tried holding the button for 20 seconds and 50 seconds. I've charged it on my computer for 24 hours and I've tried leaving it off the charger for 24 hours. I dont know what to do! HELP ME!
Concerned Kindle Customer

In reply to an earlier post on Dec 14, 2011 2:14:32 PM PST
Time to talk to customer service and more than likely get it replaced.

Scroll down this page you are on now to the third thread under Recent discussions in the Kindle Customer Service Q&A forum titled...

How do I contact Customer Service?

In reply to an earlier post on Dec 14, 2011 2:49:13 PM PST
ShirleyKat says:
Contact Kindle Support

Click Help at the top of most Amazon pages
Click Kindle Help, Video tutorials & Tools
Click Contact us (right column)

Posted on Dec 28, 2011 8:04:11 PM PST
almost the same thing happened to mine except i don't have the lines but my screen is fading when i have it turned off and i can see the kindle store which is the last place that it was working at and when i turn it on the screen sticks but the toolbar at the top of the screen pops up. sometimes the picture will go away but when it finally does i can't go back to the selection screen and it just freezes.but one thing that is strange is that when i press the home button it acts and looks like it will go to the selection screen it doesn't it just reloads the toolbar at the top of the screen for the store. PLEASE HELP!!!!!! I REALLY DON'T WANT TO GET A NEW KINDLE!!!!!!!!!

Posted on Dec 28, 2011 8:09:46 PM PST
Bek says:
I've had my kindle for 3 weeks and the same thing just happened to completely froze. I've powered it down, hit the home button and NOTHING! How frusterating. I guess I'll be contacting customer service in the AM

In reply to an earlier post on Dec 28, 2011 8:27:14 PM PST
Try a hard reboot.

Unplug the charger cable. Then hold the on/off button fully down for 30 seconds and release.

Leave it alone and give it a few minutes to reboot.

In reply to an earlier post on Dec 28, 2011 8:29:45 PM PST
Reid, what is the problem if Amazon replace it with a new one?

You do not lose your Amazon purchased books.

Suggest you talk to customer service.

Amazon Kindle Customer Service says:
The fastest way to get in touch with Customer Service is via the Contact Us portal:

Using this form automatically tells the rep who you are and auto-locates your account before we call you so we can have all your information ready. We're open 24/7.

Posted on Jan 4, 2012 3:01:51 PM PST
Ann Sumpter says:
Pete Down Under You helped me so much! Thank you!!! :D

In reply to an earlier post on Jan 22, 2012 7:09:30 PM PST
Zennie says:
My Kindle Touch kinda rebooted itself while I was reading it. The next time I put it down, it was stuck on the advirtisment. I tried what Pete Down Under suggested and it worked! Thank You!!!

In reply to an earlier post on Mar 1, 2012 4:19:17 PM PST
[Deleted by the author on Mar 1, 2012 4:19:34 PM PST]

In reply to an earlier post on Mar 1, 2012 4:24:46 PM PST
Thank you

Posted on Mar 1, 2012 4:25:00 PM PST
Last edited by the author on Mar 1, 2012 4:29:18 PM PST
Nancy, glad it did the job.

In reply to an earlier post on Jun 7, 2012 7:11:55 PM PDT
thank you!! it works now!

In reply to an earlier post on Jul 4, 2012 10:17:21 PM PDT
Bookworm says:
Wow!!! Thanks! My touch screen was froze. I thought I tried a hard reboot but couldn't unfreeze the screen. I thought it was broke for good! I called customer service. They were AWESOME! The rep talked me through a reboot and my touch works now! Awesome! I am in love with my Touch. And am thrilled with Amazon and their customer service!

Posted on Jul 4, 2012 11:02:27 PM PDT
Glad it worked for everyone.

Please use this if satisfied with the results of any post that helps. (Bottom right of helper's post)....

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This discussion

Discussion in:  Kindle Help Forum
Participants:  10
Total posts:  15
Initial post:  Dec 14, 2011
Latest post:  Jul 4, 2012

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