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Richard
Richard, Customer Service
Category: E-Readers
Satisfied Customers: 31127
Experience:  Avid repairer and trouble shooter of E-Readers
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Kindle fire 8.9 hd just says kindle fire on screen then goes

Customer Question

Kindle fire 8.9 hd just says kindle fire on screen then goes off and comes back on over and over
JA: What's the make/model of your device? How old is it?
Customer: kindle fire hd 8.9 3years
JA: How long has this been going on? What troubleshooting have you tried?
Customer: a week and the 20 second thing, the hold power and volume
JA: Anything else you want the eReader expert to know before I connect you?
Customer: no
Submitted: 9 days ago.
Category: E-Readers
Expert:  Richard replied 9 days 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 60 seconds.

Release, then connect the charger and try to turn on the Kindle.

Let me know the results please

Thank you

Customer: replied 9 days ago.
Same thing
Expert:  Richard replied 9 days ago.

Did it turn the screen off?

Customer: replied 9 days ago.
It goes off then back on with just Kindle fire coming up
Expert:  Richard replied 9 days ago.

Thanks

It is the internal memory that has faulted.

A corrupted firmware can cause this. But we have ruled this out by trying to hard restart it.

I am really sorry about this and you are going to have to return the Kindle to have it replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have 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 page, then submit, that would be greatly appreciated.

Thank you

Customer: replied 9 days ago.
I will need a full refund then since you couldn't help. Thanks
Expert:  Richard replied 9 days ago.

ok, will send this to customer service

Customer: replied 9 days ago.
Thanks