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Richard
Richard, Android Specialist
Category: Android Devices
Satisfied Customers: 36777
Experience:  Android Systems Specialist
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I finished a book. Trying to get a new one. Unable too.

Customer Question

I finished a book. Trying to get a new one. Unable too.
Message says unable to at this time,try checking your
wireless connections? Have checked all the connections
all appear to be ok. Tried unplugging the modem for a
short period of time, reconnected no change.?
Submitted: 1 year ago.
Category: Android Devices
Expert:  Richard replied 1 year 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 use it.

Let me know the results please

Thank you

Customer: replied 1 year ago.
Nothing changed, still unable to buy abook
Expert:  Richard replied 1 year ago.

Thanks

Can you go to Settings, Wifi.

Does it indicate there you are connected to a wifi network still?

Customer: replied 1 year ago.
unable to get to settings.??
Customer: replied 1 year ago.
I am now into settings
Expert:  Richard replied 1 year ago.

Yes, then Wifi and tell me if it indicates if you are still connected to your wifi network.

Customer: replied 1 year ago.
I am
Expert:  Richard replied 1 year ago.

ok, can you tell me the make and model of your wifi router please.

Customer: replied 1 year ago.
It is in a diffent, give me a couple of minutes
Expert:  Richard replied 1 year ago.

no problem

Customer: replied 1 year ago.
It is a D-link Cannot find the Model #
Customer: replied 1 year ago.
EBR-2310
Expert:  Richard replied 1 year ago.

On the Kindle go to Settings, Wifi and press on your wireless network and press forget.

Then remove the power to the Dlink and wait 5 minutes.

connect the power to the D-Link

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

Release, then connect the charger and turn on the Kinde

Then go to Settings, Wifi and tap on your wireless network and connect to it.

Then tell me if you still have the issue please.

Customer: replied 1 year ago.
Un able to get the response "forget
Expert:  Richard replied 1 year ago.

What do you see when you tap it?

Customer: replied 1 year ago.
need help connecting
Expert:  Richard replied 1 year ago.

Can you give more detail?

Your last message was "Un able to get the response "forget"

And now its "need help connecting"

I am not really clear where you are at now..

Customer: replied 1 year ago.
I am in settings WiFi Has the writing under it which says need help connecting to WI FI
Expert:  Richard replied 1 year ago.

Sorry, but please take into account I am not there with you and cannot see what you are doing and how far you have come with the instructions...

The last clear message you gave me was you are unable to get the response forget

and I asked what you see when you tap it.

Can you respond to this question please.

Customer: replied 1 year ago.
I am going to the modem and unplug it for 5 minutes You do mean the power from from to WIFI??
Expert:  Richard replied 1 year ago.

Sorry but I am completely lost with how far you have come with the instructions.

Since I gave them I have only received very short messages from you

I never said anything about

power from from to WIFI??

I would really appreciated if you could at least tell me how much of my instructions you have done...

Customer: replied 1 year ago.
I have been following you pretty much. I did unplug to Modem from the wifi. You want the power to the modem. Is that correct
If so I will unplug the power to the modem and wait 5 minutes Richard, I am a bit handicapped and unable to get to the power to
the modem. I will have to come back later when I can get some help to the power on the modem. Sorry
Expert:  Richard replied 1 year ago.

your missing the steps before this...

The first step is

"On the Kindle go to Settings, Wifi and press on your wireless network and press forget."

And you replied with messages that were very unclear about this step.

There is no point doing the additional steps until you have done this one, so please can you tell me if you have done this step or not?

Customer: replied 1 year ago.
I have pressed the the WIFI which is by itself
next is WiFi with the "need help connecting to WIFi Under it
WiFi Address is next, Wifinetworks is next Which of those will satisfy what you want me to do?
Expert:  Richard replied 1 year ago.

you need to press on your wifi network in the list.

Customer: replied 1 year ago.
Im pushing it and noting is happening
Expert:  Richard replied 1 year ago.

you will have to reset the Kindle.

This is going to wipe all data and return the Kindle to new, but once you set it up again your books will again be available.

To do this

  1. Swipe down from the top of the screen and tap Settings.
  2. Tap Device Options, and then tap Reset to Factory Defaults.
  3. Tap Reset to confirm.

Then setup the Kindle again and it should then function correctly

Let me know the results please

Customer: replied 1 year ago.
I am having trouble setting up the kindle again
My probllem is I don't know how to find the & sign
I need it because My son put it in when he set up my kindle.
Customer: replied 1 year ago.
Richard: I am going to stop for now. I can't get it setup again and I am getting fustrated
It is telling me now that it is unable to connect with Amazon
It is telling me to verify the wifi status and device date and time and then connect amazon for help.
Expert:  Richard replied 1 year ago.

You will need to fins out the Amazon details used, it will be an email address and password.

If your Son set this up for you, can you please ask him what details he used for you please.