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Problem with my Kindle Keyboard, completely unresponsive.

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Showing 1-9 of 9 posts in this discussion
Initial post: Jul 27, 2013 9:46:44 PM PDT
Jetgirl says:
Hi, I have the version of the Kindle with the Keyboard on the bottom. I have I fear, too many books on the Kindle and now it has frozen, the screen won't respond or refresh and it seems dead.
There are more than 1000 books on it so I think that is the problem. It will not let me do a master reset either, it is completely non responsive.
I don't know what to do. I can't delete books off the machine as it is unresponsive and I don't want to delete the books permanently using the manage Kindle function on Amazon.
I have tried searching for tops, but haven't found anything that helps me manage what to do without losing my books.
Any help would be greatly appreciated.

In reply to an earlier post on Jul 27, 2013 9:52:31 PM PDT
Loz says:
Are you able to connect it to your computer?

In reply to an earlier post on Jul 27, 2013 10:13:34 PM PDT
Jetgirl - Deleting books from your account won't help with an unresponsive device.

Try rebooting it again following these instructions. If that doesn't resolve your issue, contact customer support.

For 2nd Generation, Keyboard Kindle, Basic $69 Kindle, Kindle Touch, Paperwhite
and Kindle DX:
Make sure it's fully charged. Unplug the Kindle.
Slide the power switch over (or press the power button) for a full 30 seconds (count them).
PUT IT DOWN AND DON'T TOUCH IT. It may take a few minutes to reboot.
Your books and Collections will repopulate.

Click on this link and fill in the information.
You may have to sign in. I would use the PHONE or CHAT options.
Do NOT use e-Mail.
CALL ME under the PHONE tab is great if available.
They will call you within minutes.

Posted on Jul 28, 2013 1:12:58 AM PDT
Jetgirl says:
Yes I can connect to the computer.
I currently have it on charge so I can try another reboot. I can't call customer service as I am in Australia but I can try chat.
thank you both.

In reply to an earlier post on Jul 28, 2013 1:25:51 AM PDT
Last edited by the author on Jul 28, 2013 1:27:10 AM PDT
Jetgirl, I'm in Australia too (and so is Loz).

You can get Amazon to call you. Follow Pineapple's instructions above, and when the system asks what your problem is, make sure you say it's a kindle problem (if you say account or gift card - not sure about some other options - calling Australia doesn't show as an option). Put in your phone number, and you'll get a really quick response. They call back any time of day, so you don't need to worry about the different timezones.

If you connect to your computer, can your computer see the kindle drive? If so, you can go into the documents folder and delete some books from there. Any you got from Amazon remain recorded on your account and you can download them again later.

In reply to an earlier post on Jul 28, 2013 7:29:23 AM PDT
CBP - If she deletes her books using a USB cable, that won't free up any internal storage. It just hides the files and she'll eventually have to reset her Kindle to factory defaults to free up that storage.

Posted on Jul 28, 2013 8:26:29 PM PDT
Jetgirl says:
Hi, thank you for your help. I used the computer to remove the files, and did the reset. The problem still exists. In fact the screen issue (not refreshing) is still evident. Part of the picture that displays when the Kindle is turned off is permanently embedded in the top right hand of the screen. I think it might just be dead. It is only 16 months old, so very disappointing.

In reply to an earlier post on Jul 28, 2013 9:20:38 PM PDT
Jetgirl - Ah, you didn't mention the part about the screen. That means your screen has failed. Contact customer support to see about replacement options.

Posted on Jul 28, 2013 10:27:24 PM PDT
Jetgirl says:
Thank you.
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Discussion in:  Kindle forum
Participants:  4
Total posts:  9
Initial post:  Jul 27, 2013
Latest post:  Jul 28, 2013

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