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Richard
Richard, Customer Service
Category: E-Readers
Satisfied Customers: 33891
Experience:  Avid repairer and trouble shooter of E-Readers
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I have an amazon account that includes 12 books. Up until

Customer Question

I have an amazon account that includes 12 books. Up until yesterday, the books would also show up on my tablet. Now they don't . Books I never ordered do. There is no log in on the tablet kindle page.
Submitted: 8 months ago.
Category: E-Readers
Expert:  Richard replied 8 months ago.

Thank you for your question, my name is ***** ***** I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

This is usually an issue with the Firmware, so I would first like you to do this please.

Remove the charger from the Kindle and hold the power button to off for 35 seconds.

Release, then connect the charger and try to turn on the Kindle and access your books

Let me know the results please

Thank you

Customer: replied 8 months ago.
I have a samsung tablet and when you hold the off button it asks power off and restart. I did the 35 secs, hit restart, plugged charger in and nothing
Expert:  Richard replied 8 months ago.

Ah ok, so your using the Kindle app on the device.

go to settings, Applications Manager

Locate the Kindle app, press it and press uninstall.

Once done, go to Google Play, download and install the app again then open it

It will ask you to register, register with your Amazon account and you should then see the books.

Let me know the results please.

Customer: replied 8 months ago.
The reload never asked me to register
Expert:  Richard replied 8 months ago.

ok, go to settings, applications manager then press on the Kindle app then press clear data

Then open it

Does it then ask you to register?

Customer: replied 8 months ago.
All I have is disable and force stop
Expert:  Richard replied 8 months ago.

go down the page a little there and you will see clear data

Customer: replied 8 months ago.
The app is stuck on disable
Expert:  Richard replied 8 months ago.

You cannot swipe down?

Customer: replied 8 months ago.
No. There is no clear data and as I said before, there is only disable and force stop.
Customer: replied 8 months ago.
There is no uninstall under apps mgr
Expert:  Richard replied 8 months ago.

ok, then there is an issue with the tablet else you would always see this.

We will have to reset the tablet, this will remove all data from it, so backup any photos or data you have on it before doing this.

Then go to settings, Backup and reset, Factory Data Reset.

Complete this, set up the Tablet again, install the Amazon app and it should then function correctly

Let me know the results please

Customer: replied 8 months ago.
I will take the unit to Geek Squad. Thx for you help.
Expert:  Richard replied 8 months ago.

why? They are going to do the instructions I gave you to do yourself. Why can you not do these now Brent?

Expert:  Richard replied 8 months ago.

ok... well I will mark the question to remain open so you can return here at anytime so we can complete this.

If you have continued problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service by clicking one of the stars at the top of the screen then submit, that would be greatly appreciated.

Thank you

Customer: replied 8 months ago.
I figured it out. I had to sign in with a different e-mail address
Expert:  Richard replied 8 months ago.

So you were signing in with the wrong account?

Expert:  Richard replied 8 months ago.

If you would like any additional information or assistance, please do not hesitate to let me know.

And please take a second to rate my service by clicking one of the stars at the top of the screen then submit

Thank you

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