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Troubleshooting Your Kindle Fire 1st Generation


Troubleshooting Your Kindle Fire


Watch this video for Kindle Fire troubleshooting solutions.

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Registration Issues

Symptom Resolution
I don't know how to register my Kindle Fire.

You can register your Kindle Fire from your device.

To register from the device:

  1. With your Kindle Fire connected via Wi-Fi, tap the Quick Settings icon.
  2. Tap the More icon.
  3. Tap My Account.
  4. Tap the Register button and enter the e-mail address and password of your Amazon account. Tap the symbol keyboard button to switch to the numbers and symbols keyboard. Tap the shift key to switch to the uppercase character keyboard. Tap the box next to Show password to display your password as you type.
  5. Tap the Register button when finished.

If you don't already have an Amazon account, tap the Create an account link, or visit Amazon.com on your computer to create one.

My Kindle Fire is already registered to another user.

When registering your Kindle Fire, you may see a "deregister" instead of "register" option. This means your Kindle Fire is already registered to another account. This may happen if you received your new Kindle Fire as a gift. Select "deregister" to register your Kindle Fire to your Amazon account instead.

I forgot to mark the Kindle Fire as a gift, how do I deregister it?


You can deregister your Kindle online or from the device.

To deregister your Kindle online:

  1. Go to Manage Your Content and Devices.
  2. Select "Your Devices".
  3. Select your device and select "Deregister".
  4. To confirm, select "Deregister" again on the pop-up window.

To deregister the Kindle from the device:

  1. With your Kindle Fire connected via Wi-Fi, tap the Quick Settings icon.
  2. Tap the More icon.
  3. Tap My Account.
  4. Tap the Deregister button.

I can't find my Kindle Fire serial number.

Tap the Quick Settings icon, then More, then Device to view your 16-digit Kindle Fire serial number.

I already have Kindle and other digital content on my Amazon account, how do I access it on my Kindle Fire?

You'll need to register your new Kindle Fire to the same Amazon.com account on which you purchased your Kindle and other digital content to access it on your device. After you register your Kindle Fire, you can view or change your registration through Manage Your Content and Devices.

I can't find my password characters on the onscreen keyboard.

Tap the symbol keyboard button to switch to the numbers and symbols keyboard. Tap the shift key to switch to the uppercase character keyboard. Tap the box next to Show password to display your password as you type.

I don't have an Amazon.com account.

You can either create an Amazon.com account online or your device.

To create an account on the device:

  1. With your Kindle Fire connected via Wi-Fi, tap the Quick Settings icon.
  2. Tap the More icon.
  3. Tap My Account.
  4. Tap the Create an account link and follow the onscreen instructions.
I forgot my Amazon.com password.

You can change or reset your password at Amazon.com/password.

My Amazon.com password is not accepted when I try to register from my Kindle Fire.

Check that the password is the one used to access your Amazon.com account (and not your Wi-Fi network, for example).

Check that you entered your password correctly. Tap the symbol keyboard button to switch to the numbers and symbols keyboard. Tap the shift key to switch to the uppercase character keyboard. Tap the box next to Show password to display your password as you type.

To reset your Kindle Fire password, you can restore your device to factory default settings. This will delete all content on your Kindle Fire and you'll need to register it again before downloading items from your Amazon account.:

  1. Tap the Quick Settings icon, then tap More.
  2. Tap Device.
  3. Tap Reset to Factory Defaults.

I forgot my Kindle Fire password.

(Note: This is not your Amazon.com account password.)

After four failed attempts at entering your password, you'll be directed to restore your device to factory default settings. This will delete all content on your Kindle Fire and you'll need to register it again before downloading items from your Amazon account. You can then create a new password for your Kindle Fire.

Screen Issues

Symptom Resolution
Screen frozen or Kindle Fire unresponsive.

Possible cause:
  • Low battery charge.

Restarting Kindle Fire may resolve intermittent issues like a frozen screen, battery issues or trouble downloading content to your Kindle Fire.

To restart your Kindle Fire, press and hold the power button for 20 seconds and then release. After the device has completely turned off, press the power button to restart your Kindle Fire.

If your Kindle Fire is still unresponsive, try charging your Kindle Fire before trying to restart the device again.

Make sure you have the latest software version available installed on your Kindle Fire. The latest version is available at www.amazon.com/kindlesoftwareupdates

If you continue to experience problems, please contact us.
Problem with Kindle Fire screen.

Try restarting Kindle Fire: press and hold the power button for 20 seconds and then release. After the device has completely turned off, press the power button to restart your Kindle Fire. If your Kindle Fire is still unresponsive, try charging your Kindle Fire before trying to restart the device again.

If this does not resolve the issue, please contact us.

Broken Kindle Fire Screen or Case

Symptom Resolution
Kindle Fire screen or case is cracked or broken.

See Kindle Return Policies to learn more about the warranty on your Kindle Fire.

Wi-Fi Connection Issues

Symptom Resolution

Kindle Fire is unable to connect to Wi-Fi network, or content will not download via Wi-Fi to Kindle Fire.

Check the Date & Time

From the Home screen, tap the Quick Settings icon, and then tap More. Tap Date & Time, and then tap ON next to Automatic.

Check your wireless network for compatibility

Kindle Fire does not support ad-hoc (or peer-to-peer) Wi-Fi networks.

Your Kindle Fire connects to:

  • Open, WEP, WPA PSK, WPA2 PSK, WPA EAP, and WPA2 EAP encrypted networks
  • B, G, and N routers on 2.4Ghz
  • Hidden networks

Check your Internet connection

Check your Internet connection on another device or computer.

Turning your router and modem off and back on again solves many Wi-Fi connection issues.

  1. Turn off the modem and router, and unplug the power cables from both. Wait 30 seconds.
  2. Plug the power cable into the modem, and then wait for it to boot up.
  3. Plug the power cable into the router, and then wait for it to boot up.

Restart your Kindle Fire 1st Generation

Many issues with your Kindle Fire, such as a frozen screen or issues with downloading content, can be solved by restarting your device.

  1. Press and hold the Power button for a full 20 seconds. Your Kindle Fire will shut down while you hold the Power button, which is normal.
  2. After 20 seconds, release the Power button.
  3. Press the Power button again to restart your Kindle Fire.

Not able to receive a converted file.




Possible cause:
  • May be outside of network range.
  1. Confirm that your sending e-mail address is on the approved e-mail list via the Manage Your Content and Devices page.
  2. Confirm that your wireless is on and your Kindle Fire is connected via Wi-Fi.
  3. Confirm that your Send-to-Kindle e-mail address is correct, [name]@kindle.com.
  4. Confirm that the file can be converted (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.

Lost or Stolen Kindle Fire

Symptom Resolution
Lost or stolen Kindle Fire.

First, deregister your Kindle Fire via the Manage Your Content and Devices page.

To file a police report, please contact your local police department.

You will also want to make sure that you cancel any active subscriptions through Manage Your Content and Devices. 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 device.

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.

Connecting Via USB

Symptom Resolution
Kindle Fire is not recognized by your computer or you receive an error message when you plug your device into your computer.

Possible cause:
  • Kindle Fire is not connected to a powered USB port.

First, disconnect your Kindle Fire from the computer and try plugging it back in using a different USB port. You can also try using a different micro USB cable, if available. If it is still not working, follow these next steps:

  1. Restart your Kindle Fire: press and hold the power button, tap the Shut Down button when it appears on the screen. After the device has completely turned off, press the power button to restart your Kindle Fire.
  2. Connect your Kindle Fire to a USB port on the back of your computer.
  3. Restart your computer with your Kindle Fire connected to it.

If these steps do not resolve the issue, try restarting your Kindle Fire. Press and hold the power button for 20 seconds and then release. After the device has completely turned off, press the power button to restart your Kindle Fire. If your Kindle Fire is still unresponsive, try charging your Kindle Fire before trying to restart the device again.

Please contact us if you continue to experience problems with your Kindle Fire.

Password Issues

Symptom Resolution
Kindle Fire password not working or lost.

After four failed attempts at entering your password, you'll be directed to restore your device to factory default settings. This will delete all content on your Kindle Fire and you'll need to register it again before downloading items from your Amazon account. You can then create a new password for your Kindle Fire.

Battery Issues

Symptom Resolution
Kindle Fire battery not charging.

Remember: Only charge your Kindle Fire using the power adapter that came with your device. The power from a USB port on your computer is insufficient to fully charge your Kindle Fire.

It may take up to 4 hours to fully charge your Kindle Fire through the power adapter if the battery was completely drained.

If you are still having problems charging your Kindle Fire,  try restarting the device. Press and hold the power button for 20 seconds and then release. After the device has completely turned off, press the power button to restart your Kindle Fire.

Contact us for in-warranty options.

Kindle Fire battery not holding a charge.

Possible cause:
  1. Your Kindle Fire is receiving a weak wireless signal and is constantly trying to connect, depleting the battery.
  2. A large number of files were recently added to the device, and the files are still being indexed.

Try turning wireless off by tapping the Quick Settings icon from the Home screen, then tap the Wi-Fi icon. Move the Wireless Networking switch to the off position. Fully charge your Kindle Fire using the power adapter that came with your Kindle Fire.

Your Kindle Fire provides up to 8 hours of continuous reading or 7.5 hours of video playback, with wireless off. Battery life will vary based on the type of usage and wireless connectivity required; activities such as web browsing and downloading content may deplete battery life more quickly.

Tips for extending the battery life of your Kindle Fire are available at www.amazon.com/help/kindle/fire/battery.

If battery lasts less than the timeframe given above, please contact us for additional assistance.

Newsstand Issues

Symptom Resolution

Magazine or newspaper did not download.

Possible cause:

  • Kindle Fire not able to sync with Amazon servers.

Try these troubleshooting steps:

I can't find my newspaper or magazine.

From the Home screen, tap Newsstand.

Books Issues

Symptom Resolution

Book did not download/haven't received book.

Possible cause:

  • Kindle Fire not able to sync with Amazon servers.

Try these troubleshooting steps:

Cannot delete book from Kindle Fire.

  1. From the Device tab in your Books content library, press and hold the title of the book you want to delete.
  2. Tap Remove from Device.

You can't delete books in the Cloud tab from your Kindle Fire. To permanently delete Kindle books from your Kindle Library, go to Manage Your Content and Devices. Select the Your Content tab, and locate the item you wish to remove. Filter your view or search your library to quickly find the item.

Click the Actions button and choose "Delete" to permanently remove the title item from your account. The item will no longer appear in the Cloud tab in your Books content library.

Note that after the title is removed from your Kindle library on your Amazon account, you will no longer have access to re-download this title unless you re-purchase it. After deleting a personal document from your Kindle Fire, your document is permanently removed from your Kindle Library. Existing copies of the deleted title or personal document already on your device will not be removed unless you choose to delete them directly from the device.

Book will not open/receiving an error message when opening a book.

Possible cause:

  • Incomplete file download.

If you're having problems opening a book from your Device tab, try redownloading the book:

  1. From the Device tab in your Books content library, press and hold the title of the book you want to delete.
  2. Tap Remove from Device.
  3. Tap the Cloud tab, then tap the item to start redownloading it again.

If you see an error message when downloading a book from the Cloud tab, try tapping on the title again to restart the download.

If you're still having problems, try restarting your Kindle Fire: press and hold the power button, tap the Shut Down button when it appears on the screen. After the device has completely turned off, press the power button to restart your Kindle Fire.

If you continue to experience problems, please contact us.

Book has several pages missing.

Possible cause:

  • Book may have formatting errors.

To report poor quality or formatting on a Kindle book, go to the book's product detail page on Amazon.com. Scroll to the bottom of the product detail page and select "Would you like to report poor quality or formatting in this book?"
If you need additional assistance, please contact customer service. If you contact us via e-mail, please include the location numbers of the errors.

Book skipping pages.

Possible cause:

  • Multiple devices on same account reading same book.
Try restarting your Kindle Fire: press and hold the power button, tap the Shut Down button when it appears on the screen. After the device has completely turned off, press the power button to restart your Kindle Fire.

If you continue to experience problems, please contact us.

Book progress not saved when reading a book on multiple Kindle devices.

Possible cause:

  • Amazon servers are not being updated by Kindle.

 

Check that Whispersync option is turned on in Manage Your Content and Devices.

Sync your content by tapping the Quick Settings icon from the Home screen. Tap the Sync icon.

Kindle Fire not saving last page read/last page read on Kindle content is not syncing with my other devices.

Possible cause:

  • Power turned off before Kindle Fire could save the current page location.

When you are done reading on your Kindle Fire, you can do either of the following to ensure the Kindle Fire opens to the same page you were last reading:

  1. Put Kindle Fire into sleep mode instead of turning it off. Battery consumption in sleep mode is the same as powering off Kindle Fire.
  2. Sync your content by tapping the Quick Settings icon from the Home screen. Tap the Sync icon.

Music or Audio Issues

Symptom Resolution

Problem accessing, downloading, or listening to music on Kindle Fire.

See Troubleshooting Amazon Cloud Player on Kindle Fire for support.

Cannot play audio book.

Possible cause:

Audio book may not be compatible with Kindle Fire or could not be found.
  1. Connect your Kindle Fire to your computer using a USB cable.
  2. Kindle Fire will be recognized as an external hard drive.
  3. Click on the Kindle Fire drive and select the 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. File types should be .aa or .aax.
  6. Contact Audible.

Video Issues

Symptom Resolution

Problem accessing, downloading, or watching videos on Kindle Fire.

See Troubleshooting Amazon Instant Video on Kindle Fire for support.

My personal videos aren't displayed in the Video content library.

Personal videos are not supported within the Video content library on your Kindle Fire.

To watch personal videos on your Kindle Fire, you can download the video from the web through the Amazon Silk browser or transfer the video to your Kindle Fire via USB. To watch personal videos, launch the Gallery app and tap the video.

Docs Issues

Symptom Resolution

I have sent my personal document to my Kindle Fire Send-to-Kindle e-mail address, but have not yet received it on my Kindle device.

Possible cause:

  • Document sent could not be converted or delivered.
  • Kindle Fire needs to be synced to receive your new content.
  1. Confirm the sender's e-mail address is on your approved e-mail list on Manage Your Content and Devices.
  2. Confirm that you and your approved contact has sent the document to the correct Send-to-Kindle e-mail address, [name]@kindle.com.
  3. Confirm that your Kindle Fire is connected to network using Wi-Fi connectivity.
  4. Confirm the file can be converted (convertible files include: unprotected PDF, TXT, unprotected MOBI, PRC natively; HTML, DOC, DOCX, RTF, JPEG, GIF, PNG, BMP through conversion).
  5. Confirm that the attachment was sent in the e-mail.
  6. Check battery. If battery has a low charge, charge before completing the following steps outlined in Wireless Troubleshooting above.
  7. Sync your Kindle Fire by tapping the Quick Settings icon, then Sync. Check to see if the item is in your Docs content library by tapping Docs from the Home screen.
  8. Check to see if the item is appearing in "Pending Deliveries" section of the Manage Your Content and Devices page.

My notes, highlights, bookmarks, and last page read on my personal documents converted to Kindle format are not syncing across my Kindle devices.

 

 

 

Whispersync of notes, highlights, bookmarks, and your last page read is available on your archived personal documents that have been converted into Kindle format.

Files transferred via USB and PDFs not converted into Kindle format do not support these features.

Whispersync of personal documents is currently supported on Kindle Fire, Kindle Keyboard (with the latest software update, version 3.3), Kindle, Kindle Touch, Kindle for Android App (running app version 3.5 or greater) and Kindle App for iPad, iPhone, and iPod touch (running Kindle app version 2.9 or greater).

If your personal document is archived in the Kindle format and you are unable to access your notes, highlights, or last page read across multiple Kindle devices registered to your account:

  • Confirm you have a wireless connection.
  • Select Sync and check from the Home screen menu on the Kindle with your notes and highlights or furthest read location.
  • Select Sync and check from the Home screen menu on the Kindle you wish to use to access your notes, highlights or furthest read location.
  • If you are still experiencing problems, please contact customer service.

Outside Wi-Fi range.

  1. To use the Kindle Personal Document service on Kindle devices, you must be connected wirelessly to a Wi-Fi network.
  2. If you are outside of range of a Wi-Fi network, you can transfer personal documents to your Kindle Fire via USB. See Downloading, Streaming, and Transferring Files to Kindle Fire for more information.

My PDF was not converted before it was delivered to my Kindle Fire.

Possible cause:

  • The word "convert" was not added to the subject line of the e-mail sent to your Send-to-Kindle e-mail address.
  1. Confirm that "Convert" is in the subject line of e-mail.
  2. Confirm that the attachment was sent in the e-mail.

Apps Issues

Symptom Resolution

Problem accessing, downloading, or using apps on Kindle Fire.

See Troubleshooting Amazon Appstore on Kindle Fire for support.

Problem with one of the pre-installed apps that came with my Kindle Fire.

See Troubleshooting Pre-Installed Apps on Kindle Fire for support.

Web Issues Using Amazon Silk

Symptom Resolution

Problem accessing, downloading, or using Amazon Silk on Kindle Fire.

See Troubleshooting Amazon Silk on Kindle Fire for support.

Kindle Fire and Kindle Content Return Policies

Symptom Resolution
I want to return my Kindle Fire.

Learn more about the warranty on your Kindle Fire, returning your Kindle Fire, and returning Kindle content.

Troubleshooting your Kindle Fire: Learn how to resolve issues with Wi-Fi, battery life, Kindle content, Kindle Fire apps, the Silk web browser, and more.
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