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Jason Jones
Jason Jones, Customer Service
Category: Android Devices
Satisfied Customers: 14391
Experience:  Years of experience and education.
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My kindle paperwhite has stopped connecting to wifi, however

Customer Question

My kindle paperwhite has stopped connecting to wifi, however I had no trouble connecting before. I notice there is an update and have tried the instruction to update via your computer but don't understand them. If I can get back my connection to wifi, it will update automatically. Are you able to assist
Geraldine
Submitted: 4 months ago.
Category: Android Devices
Expert:  Jason Jones replied 4 months ago.

Hello,
I am the person that will be helping you today.

May I ask what happens when you attempt to connect to the wifi?

I will be standing by, looking forward to your response.

Thank you,
Jason

Customer: replied 4 months ago.
I don't have wifi at home so just to to places it is available to download books to my kindle, like my local library or coffee shop. I just get a message that I can't connect to wifi, I have tried in many places but it never get through no-matter what. Not sure what has happened as I have been using the Kindle for some years and never had this problem. I have turned the paperwhite off and on a few times thinking that might be the problem but it doesn't seem to help.
Expert:  Jason Jones replied 4 months ago.

Thank you for the update. In your case, the best choice will be to factory reset the Kindle, which will erase everything on it. For that reason, I suggest that you wait until you are within close enough proximity to a wireless signal. Once it resets, you will be able to reconnect to a signal and reconfigure it just as you did when you first set it up.

Instructions for resetting the Kindle Paperwhite:

  1. Tap Menu→Settings.
  2. Tap Menu→Reset Device.
  3. When you see the warning, tap Yes.

Once that is complete, you will be all set.

In the future, if you wish to work with me, ***** *****, you may ask your question at the following page that you may bookmark/favorite, if you wish. To be sure that it is sent to me, preface the question with "For ***** ***** Only!"

My Profile page:
http://JasonFixedit.com

Customer: replied 4 months ago.
I managed to re-set the device, took me a few minutes to find where it was. I then tried to connect to wifi in the library which is only 50 metres from my home and once again could not connect to wifi, this is the message I keep getting:Your Kindle connected to the wifi but could not reach the Internet.
Anything I can do about this.Geraldine
Customer: replied 4 months ago.
I then went back to the library as I reread you instructions and tried to connect to the internet and then re-set the kindly but that didn't work because I can't connect to the internet...
Expert:  Jason Jones replied 4 months ago.

50 Metres is a large distance. Please, go closer to the signal and attempt to reconnect.

Customer: replied 4 months ago.
I go to the library to try to connect but the Library Wifi will not connect.Geraldine
Expert:  Jason Jones replied 4 months ago.

What happens when you attempt to connect?

Customer: replied 4 months ago.
Your kindle connected to the WiFi but could not reach the internet. Same message I always get.Geraldine
Expert:  Jason Jones replied 4 months ago.

At this point, it appears that the Kindle itself may be faulting.

Please, click the following link: - https://www.amazon.com/gp/help/customer/contact-us
- Log into your account.
- Click the Kindle button.
- Choose Kindle Device from the pull down menu.
- Choose Problem with my Kindle from the next menu
- Choose My Kindle is frozen from the next menu
- Click the Call Us button.
- Enter your phone number and click the Call Me Now button.

You can explain your issue to them and request a repair and/or replacement.

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