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Customer Discussions > Kindle forum

1st Gen Kindle Fire Wi-Fi Freeze


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Showing 1-9 of 9 posts in this discussion
Initial post: Jan 3, 2013 7:16:36 PM PST
K. Howe says:
My Kindle Fire will randomly lose the wi-fi connection. When I go to reconnect it, the wi-fi manager won't let me select OFF or really do anything. I have to reboot the device, which used to take less than a minute but now takes upwards of five minutes. Also, the KF will randomly reboot itself, or another of its tricks is to go to a plain black screen (not off) and not respond until I hold down the power button to force a reboot. The thing is only a year old. Yes, I've tried a factory reset. No, that didn't fix anything. Yes, I emailed support. No, that didn't get me anything but a useless automated email recommending I reboot the KF. How about that legendary Amazon customer service?

Posted on Jan 4, 2013 6:58:55 PM PST
K. Howe says:
Wow. So nobody else has had this sort of problem? I'm the only one?

In reply to an earlier post on Jan 4, 2013 7:14:38 PM PST
Last edited by the author on Jan 4, 2013 7:18:15 PM PST
MikeJW says:
Rather than emailing (which will generate a robotic response) CALL Kindle customer service, or have them call you.

Posted on Jan 4, 2013 8:49:32 PM PST
Ben Esguerra says:
I had this problem, or something close to it, with my KF 1Gen auto-resetting to factory specs. I had Amazon support call me. I got a guy who passed me on to a Kindle expert who I suspect is overseas based on his accent which is a clone of mine. Anyway, it took him less than a minute to declare my KF as foobar and he ordered a replacement to be delivered in two weeks. He lied to me! I got it in two DAYS via UPS Hurry Up, and in the meantime I kept getting email updates regarding the shipment from Amazon Support. I will now have to print out a return authorization and shipping label, use the replacement's packaging, and return my old KF and its charger to Amazon. So, is this good service or GOOD SERVICE? :)

Posted on Feb 26, 2013 6:07:09 AM PST
I just ordered my second kindle fire replacement due to this issue. I have learned I have to shut off WiFi (if it does not freeze during my session) and restart. Otherwise it will eventually freeze, even after WiFi is disconnected. I have been having the exact same problem for quite some time. I figured it was a software issue and maybe an update might help. When I got within a month of my warranty expiration I called. Tried factory reset (losing all personal data) to no avail. Was told would forward to development dept and would replace if they could not figure out. Never heard back. This month I contacted them via chat (only way to go). I referred to the first contact and they honored the warranty. I had a new one in 2 days. However, this one, froze up as soon as wifi connected. It was worse than the 1st. I contacted them again via chat and after being told I was out of warranty, I referred to the original contact in December and they honored it. They are sending a third. I copy all my chats so I have a paper trail. The customer service has been good, but what a hassle. What is irritating is they act like they have never encountered this problem and I see it all over discussions like this. It's obviously a bug but I am not savvy enough to figure it out. If this one does not work, I am asking for a newer generation. Maybe newer versions my work better with the WiFi software. Don't know what else to do.

In reply to an earlier post on Feb 26, 2013 6:14:26 AM PST
Maybe this is a dumb question, but is it your internet speed? Is the Fire just not able to STAY connected, so it gets in a loop of trying to grab the signal and freezes?

Or is there some interference with your wi-fi signal? Does it happen with Starbucks/McDonald's/your friend's wi-fi?

And you've tried resetting the router itself?

In reply to an earlier post on Feb 26, 2013 6:46:22 AM PST
It happens everywhere. Plus, as I said, unless I restart the kindle, after disconnecting the WiFi, it will still freeze. If I just restart without disconnecting, it will freeze. Has to be in the order disconnect, reboot, or eventually freeze, even when it is sleeping. Took me a few times to realize my frozen black screen was frozen sleep. I just hold down the power button and count. Then I can start up and hope I get far enough to disconnect the WiFi before it freezes. It has taken up to 4 reboots to finally get far enough to disconnect and power down.

In reply to an earlier post on Feb 26, 2013 7:11:54 AM PST
Hmmmn...weird. The thing is that it could happen to any one device; any device can surely be an individual lemon.

But the fact that you've had TWO do the same thing is very weird.

In reply to an earlier post on Feb 26, 2013 10:14:00 AM PST
Not so weird. I found 85 different discussions in Amazon's forum regarding this problem in all versions of kindles dating back 3 years. Only one post I found reported that a tech support admitted it was a bug in the Silk browser but that may have beenn before a 2010 update. I also found one post that listed a solution that I will repeat here but unfortunately cannot give credit to the author. I copied it to try later without a name. It works on my original kindle gen 1 (it did freeze up a couple of times but I was messing with my router settings both times) but not on the replacement (go figure), it is still freezing at random. this is the post "Go into settings and set it to optimize for mobile view, set plug-ins to on demand and disable the accelerate page loading setting. Makes Silk much more useable. You can also load the Opera and Dolphin HD browsers." I have not tried the other browsers since they are not Amazon approved and I will have to download to computer and usb it to my kindle, but may later if the problem resumes. I repeated this in hopes it will help someone else. Pass it on if it helps.
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Discussion in:  Kindle forum
Participants:  5
Total posts:  9
Initial post:  Jan 3, 2013
Latest post:  Feb 26, 2013

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