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Customer Discussions > Kindle forum

Kindle fire...can't unlock

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Showing 1-25 of 43 posts in this discussion
Initial post: Jul 25, 2013, 9:28:49 AM PDT
Last edited by the author on Jul 25, 2013, 9:34:23 AM PDT
shopper girl says:
My grand daughters Kindle Fire is frozen on the "unlock" screen. It has a password to be able to get "into" it. I CAN NOT unlock the Kindle...HELP!!!!!!!
Very sad little 7 year old here! :(
To clarify, I know the password, but I can't "slide" the lock icon, it's frozen on the right side.

In reply to an earlier post on Jul 25, 2013, 9:38:40 AM PDT
Last edited by the author on Jul 25, 2013, 9:39:15 AM PDT
I would try to hold the power button down. It will say something like Do you want to shut off your Kindle. Press yes. Wait about 15 seconds and turn it on again. It will come up with a Kindle Fire title and take a moment or two and then it should come back to the screen you were at above. You should then be able to unlock it.

In reply to an earlier post on Jul 25, 2013, 9:42:26 AM PDT
shopper girl says:
I've tried that several times, doing what you said...pressing the yes button I also did that and did not press the yes button, just waited for it to shut down. Still can't unlock it.

In reply to an earlier post on Jul 25, 2013, 9:43:33 AM PDT
Just Peachy says:
What do you mean by it will not unlock?
Does the screen respond at all?
Are you able to enter the password?

In reply to an earlier post on Jul 25, 2013, 9:53:02 AM PDT
shopper girl says:
The screen does not respond at all, I can't get the to the screen to enter a's stuck on the screen with the "lock" icon. I can't pull the lock icon across the screen, it is not responding.

In reply to an earlier post on Jul 25, 2013, 9:56:41 AM PDT
Just Peachy says:
If a reboot is not working, then I would suggest calling Customer Service -- click on Help at the top of the screen, then Contact Us button, answer the questions then choose Chat or Call Me Now - they will call in less than 2 minutes.

In reply to an earlier post on Jul 25, 2013, 9:58:59 AM PDT
shopper girl says:
Ok, thanks for the info, was hoping it would be a quick fix. ;)

Posted on Apr 29, 2014, 7:02:35 PM PDT
Kelly Loos says:
I am having the same exact issue, what is customer service's phone number, please?

In reply to an earlier post on Apr 29, 2014, 7:53:34 PM PDT
[Deleted by Amazon on Apr 29, 2014, 11:24:11 PM PDT]

In reply to an earlier post on Apr 29, 2014, 7:56:23 PM PDT
Please don't be logical..... many do not understand that!!!

In reply to an earlier post on Apr 29, 2014, 8:16:27 PM PDT
as was already posted, to contact customer service just click on the blue Help link at the top of the page. you will then see either a yellow "contact us" button on the right, or you can hover on the "contact customer service" under "my recommendations" and click on the "contact us" link that shows up in the immediate adjacent side menu (amazon is changing the pages, so it will depend on if you see the old or new page).

In reply to an earlier post on Apr 29, 2014, 10:29:54 PM PDT
[Deleted by Amazon on Aug 2, 2017, 6:02:59 AM PDT]

In reply to an earlier post on Apr 29, 2014, 10:36:55 PM PDT
you can also stop being rude and realize the help page has changed for some people so the info to contact customer service is different for some people than what is already posted

In reply to an earlier post on Apr 29, 2014, 11:01:59 PM PDT
CBRetriever says:
the only Customer Service number I have is for the Customer Service - do you speak French?

Posted on Sep 7, 2014, 8:36:24 AM PDT
Help!! My kindle fire has frozen I have tried reboot but it still stay frozen & unable to un lock!!!

In reply to an earlier post on Sep 7, 2014, 9:39:32 AM PDT
Carbonbased says:
Did you do what CatChat recommended four posts above yours?

Posted on Sep 8, 2014, 10:36:37 PM PDT
M. L. Velez says:
I had a similar problem just now and was told by the chat consult to get an upgraded one because my warranty had lapsed. Instead I played around with it for a bit and was able to restore it to normal. The issue I had was that under accessibility controls, voice guide AND explore by touch were both ON. I had to really press extra hard to unlock the screen and tried several times before i pressed hard enough and then had to repeatedly press hard to get the control menu screen to come down and get into the Accessibility tab and turn the 2 options off. You have to man handle the screen a bit (with your hands, no hard or sharp tools) and then you might be able to access it. I just saved myself about $200 on an upgrade/refurbished Kindle. Hope this helps!

In reply to an earlier post on Sep 8, 2014, 10:37:23 PM PDT
[Deleted by the author on Sep 8, 2014, 10:37:35 PM PDT]

In reply to an earlier post on Sep 9, 2014, 4:02:44 AM PDT
CBRetriever says:
if you'd used a single tap, followed by a quick double tap, it would have worked to get into the menu options

also, using a two finger swipe instead of a single finger swipe works in accessibility mode

In reply to an earlier post on Sep 9, 2014, 5:47:52 AM PDT
Last edited by the author on Sep 9, 2014, 5:49:15 AM PDT
"man handleing" a capacitive touch screen does nothing. It can't tell how hard you are touching the screen. It works by detecting your finger changing the electric field on the surface of the screen. Touching with a feather touch is no different than slamming your finger down with all your force. How hard you touched did nothing more than make you feel good. Randomly touching it multiple times until it reacted to your touch because you just happened to hit on the right touch sequence (one followed by two quick) is what did it. As for the lock screen, there was most likely a memory issue slowing the system down and it just took a while to react to your touch. (either that your finger was sweaty or way to oily as both water and skin oils interfere with capacitve touchscreens)

In reply to an earlier post on Sep 9, 2014, 5:51:27 AM PDT
Sometimes my index finger won't register on the screen, and I have to switch to my ring finger. I think the tips of my index fingers are tougher.

In reply to an earlier post on Sep 18, 2014, 3:07:38 AM PDT
foxray says:
many thanks for your suggestion, ie, single tap followed by two finger swipe,worked a treat,

Posted on Oct 18, 2014, 12:07:53 PM PDT
Suzanne H says:
It would have been far easier if the advisor had explained that the device had got itself into screen reader mode and how to turn it off.

In reply to an earlier post on Dec 12, 2014, 5:02:18 PM PST
Last edited by the author on Dec 12, 2014, 5:08:00 PM PST
Thank you so much because I thought my Kindle fire done. But that worked like a charm.
Thank you again M.L Velez

Posted on Feb 22, 2015, 6:19:14 PM PST
Sue Jenn says:
I had the same problem that the original poster had with the Kindle Fire I bought in 2013. Nothing worked. Had the Kindle technicians involved. Seemed it was a touchscreen problem that could not be resolved. I have to replace the unit. They are giving me a deal, though not a very good one, and I will need to return the unworking unit. (No problem since they are paying the postage, but it is a lot of bother for just a $10 or so "discount" on the unit that will replace this one.) I am disappointed in the Kindle Fire not lasting even two years. This is the second Fire I have had to have replaced. The first one, though, was still under warranty. At least Amazon makes the process easy and if the unit is still under warranty, you get a new device quickly and at no cost. But seems to me the device should last more than two years with very light use.) I wish they could tell me what CAUSED this problem so it won't happen with my other Kindle Fires. (I get them for my grandkids.)
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This discussion

Discussion in:  Kindle forum
Participants:  30
Total posts:  43
Initial post:  Jul 25, 2013
Latest post:  Oct 18, 2016

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