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Josh, Technician
Category: Android Devices
Satisfied Customers: 16050
Experience:  Android technician
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I have a paperwhite and I have purchased a magazine subscription

Customer Question

I have a paperwhite and I have purchased a magazine subscription that I cannot open because it says I need a software update. I tried going to the site and getting it, but when I got the device information from my Kindle, it appears that I actually have a more recent update than the one they say I need.....they say I need and the device says I have
I REALLY need to be able to open these magazines, but when I attempted to download the update it said it had failed due to a network error.
How can I find out what is really going on and what I need to do to solve this?
Submitted: 7 months ago.
Category: Android Devices
Expert:  Josh replied 7 months ago.
Hi, If you have a leather case on your Kindle; Please remove it before performing the steps below.Please press and hold down the power button for 25-30seconds until the Kindle restartsIf that does not work, then please respond back and let me know so I can continue to troubleshoot.
Customer: replied 7 months ago.
It did not work and I get the same message "Your Kindle requires a software update to view this content. Please visit for instructions on how to install the free update for your device"I went there and tried to download the update but it said that it failed due to a network error. Also, as I said in my original question to you I don't know why I need an update when the version of software that my device says it has appears to be a more recent update than the one they say I need to open the magazine.Are you actually going to be able to help me?
Customer: replied 7 months ago.
Do I stay here to wait for an answer or will it come as a separate email?
Expert:  Josh replied 7 months ago.
Which magazine subscription did you purchase?
Customer: replied 7 months ago.
Bon Apetit....I also purchased SHAPE and it opens perfectly.
Customer: replied 7 months ago.
Look, this is ridiculous....I am very busy and I don't have time to keep checking back and seeing if there is an answer or not.I'm thinking that I would like to cancel this and not pay for anything....telling me the usual "re-boot" is almost an insult.I'm outta here. Thanks for nothing.
Expert:  Josh replied 7 months ago.
Unfortunately, it does take a couple of minutes for a reply each time. Would you like to continue or cancel?
Customer: replied 7 months ago.
IF you think that you can actually resolve this problem and get my Kindle to open the magazines, I am willing to continue but since I can't just sit at the computer, it may take several days. Thanks.
Expert:  Josh replied 7 months ago.
Sorry for the long delay. Are you still having the issue?
Customer: replied 7 months ago.
YES. do you have a solution?
Customer: replied 7 months ago.