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Michael Hannigan
Michael Hannigan, Engineer
Category: E-Readers
Satisfied Customers: 11653
Experience:  25+ Years Experience in Computers and Electronics. E-Reader Expert.
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I just updated my Kindle which had not been used in a while

Customer Question

I just updated my Kindle which had not been used in a while and after two days I reset the device. It is connected to Wifi, however when it asks me to register if states not email and passwork on any accounts of record. I confirmed with Amazon, everything is correct.
JA: What's the make/model of your device? How old is it?
Customer: Kindle Keyboard
JA: How long has this been going on? What troubleshooting have you tried?
Customer: I downloaded all updates and transferred to Kindle and restarted.
JA: Anything else you want the eReader expert to know before I connect you?
Customer: nope
Submitted: 4 months ago.
Category: E-Readers
Customer: replied 4 months ago.
This stinks 30 minute reply
Expert:  Michael Hannigan replied 4 months ago.

Hello. My name is Michael. I can help you with your question.

Customer: replied 4 months ago.
I have done everything I know to reset this Kindle
Expert:  Michael Hannigan replied 4 months ago.

Have you gone to amazon.com to make sure that you can log in with your username and password?

Customer: replied 4 months ago.
Expert:  Michael Hannigan replied 4 months ago.

And it works OK?

Customer: replied 4 months ago.
it does
Expert:  Michael Hannigan replied 4 months ago.

Have you already tried doing a reset of the device by holding the power for 20 seconds?

Customer: replied 4 months ago.
I have
Expert:  Michael Hannigan replied 4 months ago.

Then it would have to be the password ***** the username that is incorrect. It connects to the network OK?

Customer: replied 4 months ago.
I was able to download Kindle on my computer using that password ***** I'm able to login on my regular computer without a problem
Expert:  Michael Hannigan replied 4 months ago.

Is it possible that one of the keys on the kindle keyboard isn't working correctly?

Customer: replied 4 months ago.
All the # and letters show.
Expert:  Michael Hannigan replied 4 months ago.

Really, there aren't too many options. The message doesn't usually show up unless the problem is exactly what it says. Like if it cannot connect to their servers - different error message. If your payment is expired, different error, etc.

Expert:  Michael Hannigan replied 4 months ago.

The last thing I would try is changing your password ***** Amazon.com.

Customer: replied 4 months ago.
I did that already
Customer: replied 4 months ago.
Problem seems that I can't register it even though it shows in my Amazon account as Peggy's Kindle
Expert:  Michael Hannigan replied 4 months ago.

Have you tried de-registering first?

Expert:  Michael Hannigan replied 4 months ago.

Then add it back by logging in.

Expert:  Michael Hannigan replied 4 months ago.

Still, it shouldn't give that specific message if it's a registration problem. But it's worth trying.

Customer: replied 4 months ago.
NoI haven't deregisteted it
Customer: replied 4 months ago.
If I deregister at I have to set up a different account?
Expert:  Michael Hannigan replied 4 months ago.

I would try that... go into your account on amazon, and then my devices.

No... you just have to d-register it, and then log in from that kindle.

Customer: replied 4 months ago.
Ok
Expert:  Michael Hannigan replied 4 months ago.

Ok. Let me know how you make out... I will be here for a while.

Customer: replied 4 months ago.
Logging in
Expert:  Michael Hannigan replied 4 months ago.

ok

Customer: replied 4 months ago.
Didn't work
Expert:  Michael Hannigan replied 4 months ago.

OK... that error is different. That means it's not connecting to your wireless network.

Customer: replied 4 months ago.
It shows connection
Expert:  Michael Hannigan replied 4 months ago.

If you are getting that error message, it's not connected.

Customer: replied 4 months ago.
I don't understand because shows Network
Expert:  Michael Hannigan replied 4 months ago.

It's just saying there is an available network "Logan". Not that you are connected to it.

Customer: replied 4 months ago.
When I entered password ***** connecting
Expert:  Michael Hannigan replied 4 months ago.

Are you sure you have the correct network password?

Expert:  Michael Hannigan replied 4 months ago.

You have to be connected to a wifi network with the wifi password ***** you can get to the internet.

Customer: replied 4 months ago.
I am going to restart Kindle again
Expert:  Michael Hannigan replied 4 months ago.

ok

Customer: replied 4 months ago.
I am checking my password
Customer: replied 4 months ago.
My password ***** ***** for WiFi
Expert:  Michael Hannigan replied 4 months ago.

Ok. Did it connect this time or did you get the message again about not being connected?

Expert:  Michael Hannigan replied 4 months ago.

If it says "join a wifi network to..." that means you are not connected

Customer: replied 4 months ago.
No I manually entering IP address
Expert:  Michael Hannigan replied 4 months ago.

That's not going to work.

Expert:  Michael Hannigan replied 4 months ago.

Is this your network or is it public wifi?

Customer: replied 4 months ago.
My network
Expert:  Michael Hannigan replied 4 months ago.

You should just be able to connect to the network and enter your wifi password.

Expert:  Michael Hannigan replied 4 months ago.

you shouldn't have to enter an ip address manually. If it looks like you have to do that, then you are not connecting.

Customer: replied 4 months ago.
says connecting then gets message
Customer: replied 4 months ago.
Sorry I have a conference call
Expert:  Michael Hannigan replied 4 months ago.

Ok. You can tap on forget... and then connect again. When you connect and enter the password, it should automatically get an ip

Customer: replied 4 months ago.
Doesn't work
Expert:  Michael Hannigan replied 4 months ago.

Did it connect to the network?

Customer: replied 4 months ago.
It did not connect, I have confirmed my passwords, with both AT&T and Amazon.
Expert:  Michael Hannigan replied 4 months ago.

Your network password ***** not be the same as your AT&T password ***** your Amazon password. Your Wifi/network password ***** ***** password ***** is on your router and is used ONLY for connecting WiFi devices to your network. Neither of the other passwords matter until you can get connected to your network.

Expert:  Michael Hannigan replied 4 months ago.

There's really nobody else that can give you your WiFi password ***** that is set locally on the router in your home.

Customer: replied 4 months ago.
I know that.
Expert:  Michael Hannigan replied 4 months ago.

I asked if it connected to your network and you replied that it didn't connect and that you have confirmed your passwrods with both AT&T and Amazon. But it is not connecting to your WiFi network, correct?

Customer: replied 4 months ago.
My Account for my Wi-Fi is with AT&T
Expert:  Michael Hannigan replied 4 months ago.

That's what I'm trying to explain. Your Wifi password ***** ***** controlled by AT&T. It is totally separate.

Customer: replied 4 months ago.
I know what it is, I have a seperate passwords for AT& T login and Wifi.
Expert:  Michael Hannigan replied 4 months ago.

OK. So when you connect your Kindle and use your Wifi password, it should connect to your network.

Expert:  Michael Hannigan replied 4 months ago.

That would be step 1.

Expert:  Michael Hannigan replied 4 months ago.

And if you do have the correct WiFi password, it will connect.

Customer: replied 4 months ago.
I am not having any luck, thank you for help but it is not connecting. Wondering if updates caused issue. Signing off, I have another conference call.
Expert:  Michael Hannigan replied 4 months ago.

The only other possibility is that the hardware itself has failed.

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