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Troubleshooting Your Kindle 2nd Generation


Screen Issues

Symptom Resolution
Kindle screen frozen or Kindle unresponsive.

Possible cause:
  • Low battery charge.
  1. Plug the Kindle into a wall outlet.
  2. Ensure the Kindle is charging (the indicator light should be on).
  3. Wait 2 minutes.
  4. If necessary unplug the Kindle and reset by moving and holding the power switch for 20 seconds before releasing it.
Kindle showing lines on screen.

Possible cause:
  • The Kindle may be affected by electromagnetic interference or screen may be defective.

Move and hold the power switch for 20 seconds before releasing it.

Kindle screen not rotating.

Possible cause:
  • Screen rotation not enabled.
  1. Click the Text key and check to see if the screen rotates.
  2. Make sure the "auto" option is selected.
  3. Check the Kindle's battery strength.
  4. Go to Home > Menu > Settings > Menu and select "Restart."

Lost or Stolen Kindle

Symptom Resolution
Lost or stolen Kindle.

First, deregister Kindle via the Manage Your Kindle page. Then, contact us so we can ensure the device has been deregistered from your account, and deactivate it so that it can't be registered by another user.
To file a police report, please contact your local police department.
You will also want to make sure that you cancel any active Kindle subscriptions on the Manage Your Kindle Subscriptions page. 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.

I found a Kindle.

Please turn the Kindle device in to an appropriate lost and found, or turn it in to the local authorities. If you'd prefer, you can also send the device to be recycled by our certified recycler. You can create and print your own prepaid UPS shipping label through their website. Visit https://greensolutions.re-teckusa.com/ for further instructions.

Kindle Account

Symptom Resolution
Kindle lost or stolen. Deregister Kindle via the Manage Your Kindle page
Kindle does not have owner's name on home screen.

Possible cause:
  • Kindle not registered, or registered to different account.
  1. Deregister the Kindle
  2. Register the Kindle

Steps to deregister and register device can be found here.

Note: The name on the Kindle will default to the first name on your Amazon.com account. You can change the name on the Manage Your Kindle page.

Content Issues

Symptom Resolution
Book did not download / haven't received book, subscription, or blog.

Possible cause:
  • Kindle not able to sync with Amazon servers.
  1. Check battery (if the charge is low, charge it before completing following steps).
  2. Check that wireless is enabled.
  3. Check for wireless strength.
  4. Check "All My Items."
  5. Check wireless coverage map
  6. Sync and check for items.
  7. If necessary, restart the device by pressing Home > Menu > Settings > Menu and select "Restart."
Cannot delete book from Kindle.
  1. Go to the Home screen.
  2. Underline the book you want to delete.
  3. Move the 5-way controller to the left.
  4. Select "Delete."
Book will not open / receiving an error message when opening a book.

Possible cause:
  • Incomplete file download.
  1. Delete the book.
  2. Restart Kindle by pressing Home > Menu > Settings > Menu and select "Restart."
  3. Download book again.
Book has several pages missing.

Possible cause:
  • Book may have formatting errors.
  1. Delete book.
  2. Download book again from Archived Items.
Sent personal document to be converted but have not received it.

Possible cause:
  • File sent could not be converted or delivered.
  1. Confirm that your sending e-mail address is on the approved Send-to-Kindle e-mail list on the Manage Your Kindle page.
  2. Confirm payment method on the Manage Your Kindle page.
  3. Confirm your Send-to-Kindle e-mail address is correct, e.g.: [name]@Kindle.com.
  4. Confirm file can be converted for the Kindle (convertible files include: unprotected PDF, TXT, unprotected MOBI, PRC natively; HTML, DOC, RTF, JPEG, GIF, PNG, BMP through conversion).
  5. Confirm that sent e-mail has attachment.
  6. Confirm that "Convert" is in the subject line of e-mail.
  7. Check battery. If battery has a low charge, charge before completing the following steps:
    • Check that wireless is enabled.
    • Check for wireless strength.
    • Check "All My Items."
    • Check wireless coverage map.
    • Sync and check for items.
    • Your file will be e-mailed to your Amazon.com log-in e-mail address.
    • Check your spam filter or junk mail if you have not received a reply from us.
Outside coverage area or want to receive converted file for free.
  1. Confirm your sending e-mail address is on approved Send-to-Kindle e-mail list on Manage Your Kindle page.
  2. Confirm payment method on Manage Your Kindle page
  3. Confirm that your Kindle email address is correct i.e. ([name]@kindle.com)
  4. Confirm that the file can be converted for the Kindle (unprotected PDF, TXT, unprotected MOBI, PRC natively; HTML, DOC, RTF, JPEG, GIF, PNG, BMP through conversion)
  5. Your file will be e-mailed to your Amazon.com log-in e-mail address. Check your spam filter or junk mail if you have not received a reply from us.
  6. Download the file from your computer via USB to the Kindle device(s).
  7. For instructions on how to download files, see details on our Help page.
Book skipping pages.

Possible cause:
  • Multiple devices on same account reading same book.
  1. Go to Menu > Settings > and make sure third option says "Enable Annotations Backup."
  2. Check that Whispersync option is turned on in the Manage Your Kindle page.
Reading a book on multiple Kindles or iPhone and devices not saving progress.

Possible cause:
  • Amazon servers are not being updated by Kindle or iPhone.
  • "Home" button needs to be used to ensure Kindle saves and updates the location.
  1. Go to Menu > Settings > and make sure third option says "Disable Annotations Backup."
  2. Check that Whispersync option is turned on in the Manage Your Kindle page.
Sent a PDF file to be converted, received same file.

Possible cause:
  • Kindle DX and Kindles with Software Version 2.3 or higher fully support PDF documents. They do not need to be converted to be readable on Kindle.

To transfer documents by USB:

  1. Kindle will be recognized as an external drive.
  2. Click on the Kindle drive and open document folder.
  3. Move your PDF files into the document folder.

To transfer documents wirelessly:

  1. Make sure e-mail address is listed in the Manage Your Kindle page.
  2. Confirm payment method on the Manage Your Kindle page.
  3. Confirm that your Send-to-Kindle email address is correct, [name]@kindle.com.
  4. Confirm the sent e-mail has attachment.
Kindle not saving page and owner only has one Kindle or one iPhone.

Possible cause:
  • Power turned off before Kindle could save the current page location.
  1. Put Kindle into sleep mode instead of turning it off. Battery consumption in sleep mode is the same as powering off Kindle.
  2. Go to home screen before powering off Kindle.

Wireless Issues

Symptom Resolution

Book did not download; haven't received my book, subscription, or blog.

Possible cause:
  • Kindle not able to sync with Amazon servers.
  1. Check battery (if low charge, charge before completing following steps).
  2. Check that wireless is enabled.
  3. Check for wireless strength.
  4. Check "All My Items."
  5. Check wireless coverage map.
  6. Sync and check for items.

Receiving Message: "Unable to Connect."

Possible cause:
  • Kindle unable to connect with Whispernet.
  1. Verify wireless is on.
  2. Check battery (if the charge is low, charge it before completing following steps).
  3. Check wireless coverage map.
  4. Restart your Kindle by pressing Home > Menu > Settings > Menu and select "Restart."

Book not displaying properly.

Possible cause:
  • Book may have formatting errors.
  1. Delete book.
  2. Download book again from Archived Items.
  3. E-mail us the title of the book, location number of the error, and a detailed description of the issue.

Not able to receive a converted file for free.

Possible cause:
  • May be outside of coverage area
  1. Confirm that your sending e-mail address is on the approved e-mail list via the Manage Your Kindle page.
  2. Confirm payment method on the Manage Your Kindle page.
  3. Confirm that your Kindle email address is correct i.e. (youremail@free.Kindle.com).
  4. Confirm that the file can be converted for the Kindle (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.
  6. See how to download files from the Manage Your Kindle page.

Music & Audible Files

Symptom Resolution
Music files not playing on Kindle.

Possible cause:
  • Music files not found by the Kindle or files not in supported format.
  1. Plug your Kindle into a computer via the USB cable.
  2. Kindle will be recognized as an external drive.
  3. Click to open the Kindle drive.
  4. Open the music folder.
  5. Make sure all the music files are inside the music folder.
  6. Confirm file extension is MP3 (right-click on file to see properties).

Cannot play audiobook.

Possible cause:
  • Audio book may not be compatible with Kindle or could not be found.
  1. Connect your Kindle to computer using USB cable
  2. Kindle will be recognized as an external hard drive
  3. Click on Kindle drive and select audible folder
  4. Make sure audio book files are inside the audible folder
  5. Confirm file type is audible by doing a right-click on the file and select properties.
  6. Contact Audible

Power Issues

Symptom Resolution
Kindle battery not charging.
  1. Connect Kindle to a different outlet.
  2. Verify the charge light at the base of the Kindle is on.
  3. Restart Kindle by pressing Home > Menu > Settings > Menu and select "Restart." Is the charge light on? Contact Customer Service.
  4. Is the charge light off? AC adapter needs to be replaced.
  5. Contact us for in-warranty options.
Kindle battery not holding a charge.

Possible cause:
  • Kindle receiving a weak wireless signal and is constantly trying to connect.
  1. Turn wireless off and fully charge your Kindle.
  2. With wireless turned off, Kindle battery life should be:
    At least 7 days
  3. If battery lasts less than the time frame given above, please contact us for in-warranty options.

Connecting Via USB

Symptom Resolution
Kindle not recognized by owner's computer.

Possible cause:
  • Kindle not connected to a powered USB port.
  1. Disconnect Kindle from computer.
  2. Restart Kindle by pressing Home > Menu > Settings > Menu and select "Restart."
  3. Connect the Kindle to a USB port on the back of your computer.
  4. Restart your computer with the Kindle connected to it.

Software Update Issues

Symptom Resolution

Unable to update manually.

Possible cause:
  • Kindle (US Wireless) is running software version prior to 2.0.3.

    In order to download software version 2.5, your Kindle (US Wireless) must be running at least version 2.3.

    1. Download Kindle software update version 2.3:
    2. Transfer Software to Your Kindle: Turn your Kindle on and connect it to your computer using the USB cable. Then use your computer's file browser to copy the update file from your computer to the Kindle root directory. (The root directory contains a number of folders, such as "audible," "documents," and "music," and is typically denoted by a "device" icon.)
    3. Monitor File Transfer and Disconnect: Check your file browser's file transfer progress bar to ensure that file transfer to your Kindle is complete. When you're confident the file has transferred successfully, you can use your computer's un-mount or eject function to safely disconnect Kindle from your computer. Disconnect the USB cable from Kindle and your computer.
    4. Start the Software Update: Go to the Home screen, press the Menu key, and select "Settings." Press the Menu key again, and then select "Update Your Kindle." (This option will be grayed out if the most recent update has already been installed.) Select "OK" when prompted if you want to perform an update.
    5. Download software update version 2.5 and repeat steps 2-4.
Symptom Resolution

Unable to update manually.

Possible cause:
  • Unsupported third party software is installed on the Kindle.

    In order to install software version 2.5, your Kindle must not have any third party software installed. You will need to un-install the third party software prior to downloading and installing Kindle Software Update 2.5.



Find answers to common questions about Kindle troubleshooting.
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