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Richard
Richard, Android Specialist
Category: Android Devices
Satisfied Customers: 31327
Experience:  Android Systems Specialist
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I have a Kindle Fire 1st Generation and all of a sudden around

Customer Question

I have a Kindle Fire 1st Generation and all of a sudden around 3 weeks ago I cannot connect to the internet. I can connect to the Wi-Fi, but not the internet. I get a connection with a white x in the bottom right of the Wi-Fi icon.
I have tried EVERYTHING I see on the internet to try. I even called the Kindle Fire support and they could not get it to work either.
HELP!
Submitted: 1 year ago.
Category: Android Devices
Expert:  Jason Jones replied 1 year ago.
Hello,
My name is Jason. I look forward to helping you today.
I can see that you may need a little bit of extra help.
May I ask if you still need help with this problem? If so, may I start a screen sharing session on your computer and help you resolve the problem?
Thank you.
Customer: replied 1 year ago.
Why would you remote into my computer when it is my kindle fire that is not connecting to the network?
Customer: replied 1 year ago.
I would like to get some things to try over this venue.
Expert:  Jason Jones replied 1 year ago.
You ask why? Because your computer is on the same network, which would allow me to troubleshoot your networking issue.
I have remoted into computers several thousand times with no problems and am ready when you are.
Thank you.
Customer: replied 1 year ago.
There is nothing wrong with my network on other devices - just the Kindle
Customer: replied 1 year ago.
Did you read the things I already tried in my question?
Expert:  Jason Jones replied 1 year ago.
I'm not saying that there are any problems with any devices on your network.
I promise that I have done this scores of thousands of times. The problems are always fixed.
Customer: replied 1 year ago.
OK - will you be available in a half hour?
Expert:  Jason Jones replied 1 year ago.
Yes, I am here.
Customer: replied 1 year ago.
Will the total cost by $34 or $34 above the cost I already paid?
Expert:  Jason Jones replied 1 year ago.
The cost for remote is an additional cost. Is that okay?
Customer: replied 1 year ago.
What did I already pay?
Expert:  Jason Jones replied 1 year ago.
Hello,
It appears as though you paid $24.
I am sorry for the confusion.
I am very familiar with this problem and have dealt with it or similar problems a few thousand times.
I don't want you to feel like I am trying to nickle and dime you.
How about this; may I remote in at no extra charge? I will do this as a favor to you, being that you were not fully aware of how the system here works.
- Jason
Customer: replied 1 year ago.
I just checked my account and saw that I paid the $5.00 to get started. And now there is another $19 to make a total of $24. What did I get for my $24 so far? Nothing. I will add another $10 to make a total of $34 but that is it!
Customer: replied 1 year ago.
before you do that, I want to understand what I got for $24?
Expert:  Jason Jones replied 1 year ago.
Do you wish to continue?
Customer: replied 1 year ago.
what did I get for my $24 so far?
Customer: replied 1 year ago.
I am a computer person too so I know I did not get anything yet!
Expert:  Jason Jones replied 1 year ago.
$24 is the cost of this question. That's what you agreed to pay.
Customer: replied 1 year ago.
OK so answer my question.
Customer: replied 1 year ago.
I already paid for it
Expert:  Jason Jones replied 1 year ago.
What is your question? You are asking questions about billing. I am not part of billing. Do you want me to lock this question and send it up to the billing department so that they can answer your billing questions?
I am asking you if I can remote in and fix it.
Customer: replied 1 year ago.
No my original question is why can't I get my Kindle Fire connected to the internet?
Customer: replied 1 year ago.
You can remote in for no more cost.
Expert:  Jason Jones replied 1 year ago.
Please, click the following link and choose to run the remote application: http://198.0.229.45/?Session=5e67d6c1-460e-4fbb-96fa-403b95aa78bf
Expert:  Jason Jones replied 1 year ago.
I lost the connection.
I have run out of ideas.
For this reason, I am opting out of the question and allowing another expert the chance to help.
The next expert will see all that is on this page, so there will be no need to repeat anything.
When another expert picks this up, you will be notified by email.
Thank you for your patience.
- Jason
Customer: replied 1 year ago.
Told you I already checked this stuff out!!!
Customer: replied 1 year ago.
If I don't get resolution, I want my money back!!!!
Expert:  Richard replied 1 year ago.
Thanks for your question. My name is ***** ***** I look forward to assisting you.
First, whilst the Kindle cannot get internet, I am not sure if this is just via the browser. Are you also having problems accessing the Kindle Store?
Please let me know
Thank you
Customer: replied 1 year ago.
Hi Richard, can you help me with my Kindle problem?
I cannot get into the internet with my Kindle - therefore, cannot get into the Kindle Store.Karen
Expert:  Richard replied 1 year ago.
I can find out whats wrong.
I want to see if its an app issue, cache or actual network problem.
So if you go to the store what error do you get?
And if you open the web browser and try to go to a web page what error do you get?
Customer: replied 1 year ago.
I'll try it now, but I deleted cookies and cache from it yesterday.
Expert:  Richard replied 1 year ago.
thanks
Customer: replied 1 year ago.
OK - I went to the Web part of the Kindle. Clicked on the Amazon.com icon and it just spins and spins - no error yet
Expert:  Richard replied 1 year ago.
ok, it should give an error of no connection
You factory resetted the Kindle correct? So returned it to new?
Customer: replied 1 year ago.
just got the error - "Web page not available"
Customer: replied 1 year ago.
I did factory reset it last night.
Expert:  Richard replied 1 year ago.
You factory resetted the Kindle correct? So returned it to new?
Customer: replied 1 year ago.
correct
Expert:  Richard replied 1 year ago.
Thanks
And the internet router it is connected to?
Customer: replied 1 year ago.
my internet cable is connected to my internet provider modem - then an ethernet cable from modem to the internet slot in the router. Then ethernet cables from my desktop PC to the back of the router.
Expert:  Richard replied 1 year ago.
ok, and the wireless internet router, has this been factory resetted also?
Customer: replied 1 year ago.
i don't think I did that.
Customer: replied 1 year ago.
On the basic setup page there is a reboot - should I try that?
Expert:  Richard replied 1 year ago.
ok, whats the make and model of the router?
Customer: replied 1 year ago.
Linksys E1500
Expert:  Richard replied 1 year ago.
Ok, on the back is a reset button, you see it?
Customer: replied 1 year ago.
yes
Expert:  Richard replied 1 year ago.
ok, when you do this you will lose internet so you will need to set up the wireless router again like when you first received it as well as the wireless network.
Make sure your computer is connected via a cable
Then hold the reset button in for 10 seconds, then release.
Wait 5 minutes then setup the wireless router again and connect the Kindle to it.
Then test for internet
Let me know the results please
Customer: replied 1 year ago.
When you say setup the wireless router again - what do you mean?
Expert:  Richard replied 1 year ago.
Run the setup to setup your wireless network, like you did when you first received the router.
Do you remember how you did that? If not I can do it for you as an additional service
Customer: replied 1 year ago.
I'm not spending any more money for nothing.
Expert:  Richard replied 1 year ago.
Its not for nothing... its for me to setup your wireless again for you.
Else you can do this, I am just offering it as an optional service, else please do the instructions I gave
Customer: replied 1 year ago.
I will do it and let you know
Expert:  Richard replied 1 year ago.
Thank you
Let me know how it goes please
Customer: replied 1 year ago.
i have to go out - will be back
Expert:  Richard replied 1 year ago.
No problem and thank you