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Kindle Fire HDX 7" Turning on WiFi causes complete reboot of device


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Initial post: Dec 10, 2013 11:15:55 AM PST
Last edited by the author on Apr 17, 2014 2:00:08 PM PDT
Robin in AR says:
Every time I choose to turn on WiFi, my new Kindle Fire HDX 7" completely shuts down and restarts with WiFi enabled.

Is this a normal function of the new OS (neither of my earlier Kindles do this)? I cannot think why a reboot would be needed just to turn on WiFi.

I am wondering if I need to return this one. Anyone else have this strange behavior? I am not sure if it is a bug in the OS, if it is designed to act this way (annoying as heck, if so!), or if I just have a deficient device.

Update 04-17-2014:
I reordered the Kindle Fire HDX 7" and received it a couple of days ago. My heart sank when that huge update download began, but I kept my fingers crossed.

The reboot problem has been FIXED! In fact, this device seems to run smoother and better than the first one that I returned. Maybe other things have been tweaked as well?

In reply to an earlier post on Dec 10, 2013 11:21:27 AM PST
It should not be doing that. Have you tried a hard reset? Ensure Fire is fully charged and remove the charging cable. Press and hold the power button for 30 seconds (time it). On some Fires, you have to press the power button one more time to turn them on. Wait for the home screen to fully load.

If that doesn't resolve the issue, contact Kindle support by clicking on help at the top or bottom of any Amazon page. Then the contact us button on the right of the next page. Answer the questions and the correct contact info will be shown. I suggest using the phone for quickest response.

In reply to an earlier post on Dec 13, 2013 4:44:41 AM PST
Hi!
I have the same problem.
I contacted the customers service and they decided to change my kindle and to send me a new device.
Unfortunately I have this problem for the first, the second and now also for the third Kindle.

I am waiting a definitive answer from Amazon.

In reply to an earlier post on Dec 13, 2013 5:18:56 AM PST
Gatto, one of the other Pros found this to be helpful for the same issue. I'll post her comment:

"I found that I've been able to reduce the occurrences of those continual reboots if I use the regular WiFi On/Off setting in lieu of using the Airplane Mode setting to disconnect from WiFi."

Posted on Dec 13, 2013 7:55:39 AM PST
Robin in AR says:
(Kindle Fire HDX 7")

I did a complete reset to factory state with an Amazon troubleshooting technician. After that, the connect to WiFi worked properly once and then it began to reboot again when connecting (after the first shutdown). As I said this has never been an issue with my first and second Kindle Fires. I have never used Airplane mode to connect or disconnect to WiFi on any of my Kindles so I don't think that is causing it.

It may just be a hardware/software conflict. My original connection before the huge OS update was normal, no reboot to connect. After that update, reboot every time. Whatever the case, it is an annoying thing to deal with. The factory reset appears to leave the OS update in place; it never tried to download that update again.

Since it is brand new I am returning it. I have every faith that Amazon will deal with it eventually and then I'll re-try. Meanwhile back to my old tried and true 1st gen and 2nd gen Kindle Fires.

Posted on Dec 26, 2013 8:11:00 PM PST
W. Borre says:
having this issue too, very frustrating

Posted on Jan 1, 2014 1:03:45 PM PST
Monty Moore says:
(Kindle Fire HDX 7")

also having this issue, did not start this behavior until after the OS upgrade.

Posted on Jan 2, 2014 6:52:44 PM PST
Roman N. says:
I have the same issue. Probably a software update is needed to deal with it.

Posted on Jan 2, 2014 7:54:14 PM PST
Last edited by the author on Jan 9, 2014 10:11:00 AM PST
A. Ellis says:
I too, am sadly returning my Christmas gift...Kindle Fire 7inch hdx 64gb. I have been in touch with tech support and have sent in logs from my hdx to help troubleshoot but I have not heard back as yet....since then my problems have only gotten worse! Losing wifi more often and now I am getting the blue screen of death and then a reboot right in the middle of trying to enjoy my new kindle. I have 2 other kindles, 1st generation and 2nd generation 8.9 HD and neither one of them give a moments problem staying connected to my network. So I am asking for a refund because getting a replacement Kindle would be to no avail according to what I am reading in this forum.(some say this is their 3rd replacement and same thing happens! I am not willing to go through that hassle)Hopefully Amazon will get all the bugs worked out and maybe I will purchase another one in the future..but for now I am done with this Kindle....such a let down, I was so looking forward to it.

Posted on Jan 3, 2014 5:16:26 AM PST
K. Kurtz says:
Have any of you spoken with a rep who acknowledges Amazon's aware of the rebooting/wifi problem? They've been super kind, replacing four (4) devices for me, then I ordered a fifth one which now has the same glitch! (Fire HDX) Today I'm supposed to hear from a specialist who may have an answer, but I'm mystified that they seem to be unaware of all the problems!

Posted on Jan 3, 2014 4:59:07 PM PST
robert says:
Same problem, even after more than an hour on the phone couldn't get rep to acknowledge that there is a wifi/reboot issue with the HDX. I asked that I wanted to know that if it was a software issue or hardware being on my second HDX with the same problem. If it was a software issue I would keep the kindle knowing(hoping) that it would be fixed in the next update, If hardware, I would want another replacement. She told me she would look into it and call me back, then got an email that the later would be 5 business days later. Which with the holidays could mean over a week. I've had the other two generation of the kindle fire and this is the first time I've had a problem.

In reply to an earlier post on Jan 3, 2014 5:18:42 PM PST
K. Kurtz says:
Some encouragement: today was a definite acknowledgement that the rebooting/wifi glitch is a "known issue" and is expected to have a "fix" by the middle of January. I was told this by two Fire HDX reps. I, also, never had any problems with older Kindle Fires, so this has been very frustrating. I encourage anyone having this issue to use Mayday, rather than calling in, and ask to speak with the level two specialists. I called, often, and also received three replacements before declaring I'd stick with this fourth device and expect a fix.

Posted on Jan 9, 2014 7:39:07 AM PST
M42 says:
The middle of January is fast approaching. I hope a fix will be announced soon.

Posted on Jan 11, 2014 12:50:20 PM PST
M. Lincoln says:
I am also having this problem. I will wait for the next update, then return the Kindle if it is not resolved. It's very annoying and I wonder if it is a security issue?

Posted on Jan 13, 2014 7:26:32 PM PST
wlb1315 says:
I am having the same issue. Kindle Fire HDX 64G.

In reply to an earlier post on Jan 14, 2014 4:53:54 AM PST
K. Kurtz says:
I think the more HDX owners who raise this issue, the better. Finally, after multiple phone calls and Mayday questions, and replacements, I reached a specialist via Mayday who got very serious about recognizing the problem. Have you bugged Amazon?

Posted on Jan 14, 2014 6:34:46 AM PST
M42 says:
Have I bugged Amazon? Yes, but whatever issue I bring to them they swear they've never heard of it and I"m the only Kindle Fire HDX owner in the entire world that has this problem. That's the same answer I get whether I deal with MayDay, concierge or customer service chat.

BTW, what did they tell you about this? Is it a software problem that's going to be fixed or is it hardware related like the other problems?

In reply to an earlier post on Jan 14, 2014 6:37:59 AM PST
It is my understanding that Amazon is aware of the issue, and there will be a firmware update at some point to correct it.

My Fire HDX 7" reboots at least 4 times a week, probably more. Accessing the WiFi settings is often the process that triggers it.

Posted on Jan 14, 2014 6:46:13 AM PST
Joel says:
A while back I told a Mayday rep about this issue and posted about it in Kindle Help forum. An Kindle CS Rep called me to discuss the issue, saying he'd seen my post and was concerned because at the time no one at Amazon had heard about this.. Somewhere I finally read that the issue was traced to a software problem and Amazon was going to address this asap.

You really want to post issues in the Help forum. Apparently it's more likely that a Kindle person will find it there than in this, more general forum.
J

In reply to an earlier post on Jan 14, 2014 7:04:38 AM PST
A. Ellis says:
Yes, I have been in touch with Tech support and even uploaded the files from my Kindle HDX to them so they can hopefully find the problem...I have not heard back from tech support....and have since returned my Kindle HDX for a refund.

In reply to an earlier post on Jan 14, 2014 11:31:11 AM PST
K. Kurtz says:
Hi M42: I was told, point blank, by two Fire HDX specialists, that this is a "known issue" being worked on. The resolution they say will be an update in the middle of the month. Sure hope so...

Posted on Jan 15, 2014 11:59:46 PM PST
Last edited by the author on Jan 16, 2014 12:00:27 AM PST
varech says:
HI. I'm a french guy who have the same problem. I've questioned amazon. They told me it's a hardware problem. Si I have returned my kindle HDX 7 but with the new one, i have still the same bug...

Posted on Jan 16, 2014 5:49:33 AM PST
M42 says:
Thanks K Kurtz. I'm happy to hear they're working on a solution. The middle of the month is upon us so I hope the update will be released soon. Hopefully with improvements in battery life too :)

Posted on Jan 19, 2014 7:55:43 AM PST
Roman N. says:
It is mid-January, Amazon guys, we are waiting for an update or something to deal with this problem.

In reply to an earlier post on Jan 19, 2014 12:16:47 PM PST
K. Kurtz says:
Amen! What's discouraging is to read we are in the minority!
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Discussion in:  Kindle forum
Participants:  20
Total posts:  44
Initial post:  Dec 10, 2013
Latest post:  Jul 15, 2014

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