How JustAnswer Works:

  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.

Ask info tech Your Own Question

info tech
info tech, Technician
Category: E-Readers
Satisfied Customers: 13741
Experience:  E-Reader Expert
18621325
Type Your E-Readers Question Here...
info tech is online now
A new question is answered every 9 seconds

I dropped my kindle and now it is frozen on the screen

Customer Question

I dropped my kindle and now it is frozen on the screen saver. Angela
JA: What's the make/model of your device? How old is it?
Customer: I don't know but it does have backlight
JA: How long has this been going on? What troubleshooting have you tried?
Customer: it happenend 1 hour ago and I have tried holding the on off button to no effect
JA: Anything else you want the eReader expert to know before I connect you?
Customer: there are a number of feint horizontal lines at the bottom of the screen
Submitted: 1 month ago.
Category: E-Readers
Expert:  info tech replied 1 month ago.

Hello

Welcome

It sounds like you may have damaged the kindle physically however please do the below and get back to me with the type of kindle ie Fire or paperwhite for example and its age

Please reset the kindle by holding down the on/off switch for 40 seconds (use a watch to time) ignore any messages the kindle may display, then release your finger the kindle should reboot and re-load the operating system, you may have to do this both on and off the charger and upto 4 times before it resets.

Let me know if you need more help

A positive rating is appreciated thank you (rating bar of stars top of the page) thanks again

Regards

Anthony

Customer: replied 1 month ago.
Thanks Anthony. I did what you suggested to no avail. I believe it is a paperwhite purchased June 2015.
Expert:  info tech replied 1 month ago.

OK you will need to contact amazon

https://www.amazon.com/gp/help/customer/display.html?nodeId=200127470 <<click

Use the contact button on the left of the page follow through the drop down menus they may replace it for you

A positive rating is appreciated thank you

Anthony

Expert:  info tech replied 1 month ago.

Please consider rating the answer positively with the rating bar of stars at the top of the page,a 3 to 5 star rating (click submit) enables me to receive payment from the site thank you, ***** ***** question is open for 30 days

Many Thanks

Anthony

Related E-Readers Questions