Basic Troubleshooting for Fire Tablet

Try these troubleshooting steps for resolving issues on your Fire tablet, like a frozen screen, app errors, or problems with content. Help for Kindle Fire HD (3rd Generation), Kindle Fire HDX 7" (3rd Generation), and Kindle Fire HDX 8.9" (3rd Generation).

Video: Quick Fix - Wi-Fi and Content Issues

Tip: Don’t see your issue below? Try checking our Quick Fixes.

Frozen screen or unresponsive device:

If the screen on your Fire tablet is frozen, or your device is unresponsive in general, restart it.

To restart your Fire Tablet, press and hold the power button for 40 seconds or under the device restarts automatically.

  • If your device restarts automatically before 40 seconds has passed, release the power button.
  • If your device does not automatically restart after 40 seconds, press the power button to turn it on.

More troubleshooting for a slow or frozen screen can be found here.

Problems purchasing or accessing content:

  1. Confirm that your device is connected to the Internet, either through Wi-Fi or through a mobile connection, such as 4G (if supported). Your device must be connected to the Internet to buy and sync content or to download content from the Cloud.

  2. Check the status of your Wi-Fi or mobile connection from the status bar at the top of the screen. The Wi-Fi icon indicates the strength of your wireless connection. A mobile connection should show LTE, 4G, 3G, EDGE, or GPRS.

  3. Try restarting your Fire tablet. Press and hold the power button for two to three seconds until you see the message "Do you want to shut down your Fire?" and then tap Power off. After the device has completely turned off, press the power button for two to three seconds to turn your Fire tablet back on.

Note: If you are in an area with a poor Wi-Fi signal, try turning the Wi-Fi off and back on, or selecting a different Wi-Fi network.

If you are having trouble purchasing content or accessing content that you’ve purchased recently, make sure your 1-Click payment method is valid. Go to Manage Your Content and Devices and select the Settings tab. Under Digital Payment Settings, click Edit Payment Method.

If you’d like to verify whether a content order completed successfully, check out Your Digital Orders.

Purchased or downloaded content not appearing:

Verify that your device is registered to the correct Amazon account. If you’re using Household Profiles, make sure that you’re on the correct profile to view the content that isn’t appearing, as some content will not appear in child profiles.

  1. Verify your registration. Swipe down from the top of the screen and tap Settings and then tap My Account. If you see the wrong account listed, tap Deregister, and then tap Deregister again to confirm. After you deregister your device, tap Register to register your Fire Tablet to the correct account.
  2. Make sure that you are in the correct profile. Press the power button once to turn off the screen, then press the power button again to wake it. Tap the profile icon in the upper left of the lock screen. If the wrong profile is selected, tap the correct profile to select it.
  3. Confirm that your device is connected to a Wi-Fi or mobile network.
  4. Swipe down from the top of the screen, tap Settings, and tap Sync and Check for New Items.

Note: Content over 50MB cannot be downloaded over a mobile network connection.

Purchased or downloaded content not appearing:

Note: Amazon applications, such as Silk, cannot be uninstalled from your device.


  1. Restart your Fire tablet. Press and hold the power button for two to three seconds until you see the message "Do you want to shut down your Fire?" and then tap Power off. After the device has turned off, press the power button for two to three seconds to turn your Fire tablet back on.
  2. Check to see if your app is still having issues, if the issue is still present, go to Step 3.
  3. Swipe down from the top of the screen and then tap Settings, tap Applications, and then tap Manage All Applications. If you don't see the application you want to manage, tap the Third-Party Applications drop-down and select All Applications.
  4. Select the application you want to manage. You can clear data, clear cache, force stop, or uninstall the application if you are having problems with it.

Important: If you clear data, it won't delete the app; however, saved information such as game scores or account information may be lost or need to be re-entered.

Tip: Quickly force stop an app by accessing the Quick Switch panel. From any screen except the Home screen, swipe from the options bar (with back, Home, and search icons) to the center of the screen. Swipe any item to the center of the screen to force stop the application.

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