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Customer Discussions > Kindle forum

Kindle Paperwhite auto rebooting


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Showing 1-25 of 44 posts in this discussion
Initial post: Oct 21, 2012, 8:44:24 AM PDT
Chandra says:
Today morning when i tried to unlock, my kindle PW is going into a reboot mode ... it keeps rebooting. :(

In reply to an earlier post on Oct 21, 2012, 9:34:28 AM PDT
Chandra - I'd contact customer support right away.

TO CONTACT KINDLE CUSTOMER SERVICE:
Click on this link and fill in the information. https://www.amazon.com/gp/help/contact-us/kindle-help.html
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 Oct 21, 2012, 9:56:50 AM PDT
Chandra says:
Thanks Pineapple.

In reply to an earlier post on Oct 21, 2012, 10:10:25 AM PDT
Chandra - You're welcome.

Posted on Oct 21, 2012, 7:37:18 PM PDT
Chandra says:
Ok I thought of contacting customer service, but before that i thought i will read some documentation. Here is how I solved the problem.

Problem & Solution
Whenever i try to unlock my kindle PW the reboot screen (black tree with someone sitting down and reading) comes with the progress bar. It comes back to the AD screen and then the loop continues whenever i try to enter the pin. My pin is very small "1" , but there are times the moment pin screen comes the kindle gets back into a reboot. Sometimes it happens in the swipe screen (screen where it says on the ad . swipe to unlock kindle). Sometimes the home screen comes but before i can do anything it goes into restart. This happened a lot of times. Now I did hard reboot quite a lot of times (pressing power button for 20-30 seconds), but no use .. i was in that reboot loop, and it was very "slow" overall.

Then i read documentation that there is a way to reset Kindle to factory settings from PIN screen, specifically used when someone forgets their PIN. I thought i should try that .. The process is to enter "111222777" as the PIN, this will allow kindle to be reset to factory settings. I had a tough time because a lot of times even before i typed all the letters kindle went into reboot. Finally when i was able to enter the PIN, it did a factory reset and then it started as though it was a new kindle .. i entered that i want english (us), i registered the device with Amazon etc .. and yes ! I am back ...

I am not sure why it behaved like that ... this is stock Kindle PW , with no custom modifications. I will try it again and if it does the same again it is going back.

Posted on Oct 22, 2012, 1:54:25 PM PDT
Chandra says:
ok looks like it got into this problem again .. some genuine issue ...

In reply to an earlier post on Oct 22, 2012, 2:29:54 PM PDT
TravelingGal says:
Chandra, how large is your archive?

Posted on Nov 17, 2012, 10:36:30 AM PST
Same problem here, started 2 days ago. Reboots each time I turn it on or off.

Posted on Nov 20, 2012, 12:12:19 PM PST
Michael M says:
This problem just started for me too. Has anyone solved the problem? Does customer service have a solution?

In reply to an earlier post on Nov 20, 2012, 12:15:33 PM PST
I solved it by doing a complete factory reset. So far so good.

Posted on Dec 2, 2012, 7:46:39 PM PST
[Deleted by the author on Dec 2, 2012, 7:46:58 PM PST]

Posted on Dec 28, 2012, 2:12:50 PM PST
i have the same problem. i just tried restoring to factory settings.

Posted on Jan 7, 2013, 8:43:29 PM PST
M. Wudtke says:
I'm having the same issue as well. Going to try a factory reset tonight.

Posted on Jan 8, 2013, 10:56:30 AM PST
Same issue. I get a message that flashes across the screen saying "Collecting information. This may take a few minutes. Will restart when done." Then every time I press the power button to put it to sleep I get the same message. Then when I bring it out of sleep it also starts the reset process. Frustrating...

In reply to an earlier post on Jan 8, 2013, 11:04:38 AM PST
Have you contacted Customer Service?

Posted on Jan 8, 2013, 7:49:10 PM PST
Mfunk says:
Craig -same exact issue. Glad to know its not just me having problems but nevertheless frustrating. Does anyone know if restoring to factory settings erases purchased reading material?

In reply to an earlier post on Jan 8, 2013, 8:16:47 PM PST
M. Wudtke says:
Mfunk - as long as you re-register the Kindle to your Amazon account when you set it up again any purchased content will sync over WiFi or 3G just like normal.

I did a factory reset and for now I'm not having any problems. Fingers crossed!

In reply to an earlier post on Jan 12, 2013, 6:47:41 AM PST
Jessie James says:
Same problem, how do you do a factory reset?

Posted on Jan 15, 2013, 2:24:09 AM PST
Sl says:
Just contacted them over the phone, (almost) instant phone ring. They've asked me to do a factory reset of the paperwhite and re-test. If problem persists, they replace the device.
Factory reset is done (att: loose all your content) by going from the home screen to the settings menu than again in the menu selecting device reset.

Posted on Jan 15, 2013, 7:26:52 PM PST
Last edited by the author on Jan 15, 2013, 7:31:55 PM PST
Tori says:
had the exact same problem and came here to find out what to do will try a factory reset. If it continues my kindle will be returned and I am very disappointed with amazon that this happened in the first place.
Thanks for the info fellow customers!

In reply to an earlier post on Jan 21, 2013, 12:24:57 AM PST
exact same issue....

Posted on Jan 23, 2013, 1:31:58 PM PST
Nick Bensema says:
This was happening to me recently as well. I'm using the 5.3.1 firmware with Special Offers and WiFi only, and no password to access it. The message would sometimes appear right before I turned the Kindle off, sometimes right after. It would then let me read a few pages before actually restarting, and losing my progress.

I tried a "Restart" instead of "Reset Device", and it seems that purposely restarting it cleared up the problem, in a way that these accidental reboots didn't. I turned the power on and off a few times and the system didn't reboot, and was indeed faster than it was when the bug was happening.

There is a new firmware version, 5.3.3, but other threads have reported that they started getting automatic reboots when they upgraded. I can't venture to guess whether 5.3.3 causes its own reboot cycle, or simply hasn't fixed whatever caused it in 5.3.1.

Posted on Jan 26, 2013, 5:05:04 PM PST
P. Kahn says:
FYI, to force a RESTART, press and hold the POWER button for 20 seconds. The screen turns off after 6-8 seconds. DO NOT RELEASE the power button until the full 20 seconds have elapsed. After 20 seconds release the power button and the device will restart.

In reply to an earlier post on Feb 23, 2013, 1:11:13 PM PST
Reset worked for me, thanks

In reply to an earlier post on Feb 23, 2013, 2:02:25 PM PST
Christian G says:
Sorry Chandra.
I created a new thread with this pin factory.
I hope u dont get angry, but i used you as a source with a link in to this thread..
I just couldnt take credit for something i didnt find myself.
I..m using alots of I.. ;-)
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Discussion in:  Kindle forum
Participants:  36
Total posts:  44
Initial post:  Oct 21, 2012
Latest post:  Dec 10, 2016

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