A few days ago my Kindle just seemed to stop working correctly. It's a PW 5th gen (I think). I bought it in 2015.
When I hit the home button 3 book titles I own display but there are no pictures like there used to be. When I tap on "library" it goes to the library page but says there are no books. On the home page it says a book is downloaded but it isn't in the library. The software has been updated regularly. I even did a "manual" update just to see if the issue would resolve. I deregistered, reset, and reregistered the Kindle. I've restarted it and reset it multiple times. I turned the wifi off, told it to forget my network, and reset the network and started all over again (twice) with the wifi. I let the battery die twice and I recharged it. I'm able to read my books on the kindle app on my phone but I want my e-reader back!
I just don't know what else to try. Surely 2 years isn't all the life I'm supposed to get out of it? It is almost in perfect condition. It's never been dropped or had anything spilled on it. I've made sure to update it regularly.
Can anyone offer suggestions? Also... will Amazon fix them? If so, how do I start that process?
When you, on the Amazon website using a computer, click on the Account & Lists menu then select Your Content and Devices and finally log in, do you see all your books? If you do, when you click on the Devices tab, do you see your paperwhite listed?
On the Home page on Your Paperwhite are you set to:
All or Cloud | On Device or Downloaded ___ All Items ___ Sort method (Recent, Title, Author or Collections)
All of my books show up on my amazon account as does my Kindle.
On my Kindle home page nothing shows up on the cloud OR as downloaded. I have checked "all items" and "books" and tried different sorting methods.
On my amazon account I have 2 books that show up as being downloaded on the Kindle. When I open my Kindle the two books show up on the home page but the pictures of the books are not downloaded. I click on the book and it says "queued" and then it says it is downloading. But when I click to open the book there is an error that pops up. The battery also dies extraordinarily fast -- and that just started happening, too. It is as though one day it was working and the next it wasn't.
I've restarted and reloaded the software about a dozen times. I need to just get in touch with amazon about it but I'm not sure where that is on their web site. It seems to me that thwie customer service for Kindles is lacking.
By the way, my original Kindle is still running just fine. I gave it to my son when I got my Paperwhite. So I've been using them for years and have never had an issue until recently.
Try this: do a serach for a nonsense word, like dfhhjjhgfrgj (try both from home page, and with a book open if the home page fails the search). If any books are stuck indexing, you will get a list. (Sometimes you have to check a list from the original results to see the books indexing list, so, check everything). Delete those books, rinse and repeat until it's all clear (as it were - jot literally, of course).
So... apparently Amazon doesn't do anything to service or repair Kindles?? Is that true?
absolutely true - if the device is still in warranty you will receive a new or refurbished one as a replacement but if it's out of warranty you will sometimes receive an offer of a discount on a new one or a new/refurbished one at a reduced price. This offer is at the discretion of the Customer Service rep, so being nice helps