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info tech
info tech, Technician
Category: E-Readers
Satisfied Customers: 14235
Experience:  E-Reader Expert
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My Kindle Fire is starting, but it will not load. It freezes

Customer Question

My Kindle Fire is starting, but it will not load. It freezes on the icon screen. I have tried restarting by holding down the power button for 40 seconds. It should be fully charged.
JA: What's the make/model of your device? How old is it?
Customer: Kindle Fire HD. About 3 years old
JA: How long has this been going on? What troubleshooting have you tried?
Customer: Since yesterday. Tried resetting by holding down power button 40 seconds
JA: Anything else you want the eReader expert to know before I connect you?
Customer: It should be fully charged
Submitted: 4 months ago.
Category: E-Readers
Expert:  info tech replied 4 months ago.

Hello

Welcome

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

Expert:  info tech replied 4 months ago.

If you have done it exactly as described how old is the kindle please?

Customer: replied 4 months ago.
Have tried resetting as suggested. Still stopping at the lighted logo screen. My kindle fire is sbout 3 years old
Customer: replied 4 months ago.
Would rather be given printed instructions
Expert:  info tech replied 4 months ago.

Its likely in that case the firmware has gone bad with the kindle

Customer: replied 4 months ago.
How can I fix that?
Expert:  info tech replied 4 months ago.

Please pick out your kindle here and see if there is a firmware upgrade for it

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

Expert:  info tech replied 4 months ago.

If not you will need to use the CONTACT button on the left of the page and hopefully amazon will swap it for you maybe at a discounted price

Expert:  info tech replied 4 months ago.

Hopefully my input has helped here today

A positive rating is appreciated thank you

Anthony

Expert:  info tech replied 4 months ago.

Need anymore help please?

Anthony

Customer: replied 4 months ago.
I said at the beginning that I had already tried resetting by holding down the on/off switch for 40 seconds and that it didn't work. I should have been told at the beginning that there was nothing more that could be done. I paid $28? to be told that? Then was told that for $20 more I could speak to a tech??? Total ripoff! A new one is only $33!! Want my money back!!
Expert:  info tech replied 4 months ago.

Yes but we move on when you verify you done it as described above, you need to speak with support you will find that on the homepage for a refund

Anthony

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