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I received the Kindle Voyage today. I cannot connect to our…

Customer Question
I received the Kindle Voyage...
I received the Kindle Voyage today. I cannot connect to our WI FI network. Can you help?
Submitted: 3 years ago.Category: Networking
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Answered in 1 minute by:
6/27/2015
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
Bryan
Bryan, Computer Support Specialist
Category: Networking
Satisfied Customers: 13,092
Experience: 8+ years of professional support for tech-related issues, including computers, email and software.
Verified
Hi, and thank you for asking your question.
Have you forgotten the password ***** your WIFI network itself? Do you get any error when trying to connect the device to WIFI?
Keep me posted.
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Customer reply replied 3 years ago
I put the password ***** our network each time I try to connect. Still won't connect.
Customer reply replied 3 years ago
It says there is an error when I try to connect.
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
I see, this might have something to do with your router's settings that's preventing you from connecting the device to the router.
May I set up a quick remote session (no extra charge), which will allow me to connect directly to your screen and check the router settings from your system?
Keep me posted.
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Customer reply replied 3 years ago
Yes.
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
Okay, let's get started with the remote session now. Please open up the following link:
http://www.justanswer.com/remotedesktop/join.aspx?Session=3045ab6a-2a4b-464d-923f-c13121719f25
Click 'I agree', then download the remote tool when prompted. An 'Elsinore Screen Connect' file will be downloaded by your browser (at the very bottom.)
OPEN/RUN the file from your downloads, and I'll be connected.
If you face any issues, just reply back to me below.
Thank you.
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Network Technician: Bryan, Computer Support Specialist replied 3 years ago
Please accept my apologies - we seem to have inadvertently gotten disconnected after changing the WIFI password. Do leave me a reply when you are back on, and we will take this further. Thank you.
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Customer reply replied 3 years ago
Sorry! I am eager to see your last message.
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
It's my fault; please accept my sincere apologies. Now, were you able to re-connect your computer to WIFI using the new password ("mynetwork") all right?
Keep me posted.
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Customer reply replied 3 years ago
I am trying to connect my Voyage Kindle
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
Yes, please try connecting your Kindle device to WIFI now, using the new password (mynetwork); does it connect all right this time, or show up the same error?
Keep me posted.
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Customer reply replied 3 years ago
It says wrong password
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
Hmm, that's odd - could you let me know what password ***** you use this time?
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Customer reply replied 3 years ago
mynetwork
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
Okay, let's get started with another remote session now. Please open up the following link:
http://www.justanswer.com/remotedesktop/join.aspx?Session=46ccd32f-9643-426e-883d-ae5340d43ca2
Click 'I agree', then download the remote tool when prompted. An 'Elsinore Screen Connect' file will be downloaded by your browser (at the very bottom.)
OPEN/RUN the file from your downloads, and I'll be connected.
If you face any issues, just reply back to me below.
Thank you.
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Customer reply replied 3 years ago
I could not open the link on my phone and our computer will not connect to the Internet.
Customer reply replied 3 years ago
The computer says we are not connected to a network.
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
OK, please do this on the computer now:
Go to Start > Control Panel > Network and Internet > Network and Sharing Center, and then click on the "Manage wireless networks" link at the LEFT side.
Right-click on your network listed, and select "Remove network".
Next, click on the network icon (which you use to connect to WIFI with) at the bottom-right corner of your screen, and try connecting to the WIFI network one more time. Try both the new as well as the old password ***** prompted for a password.
Done that, let me know please.
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Customer reply replied 3 years ago
Could the changed password ***** our computer?
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
Yes, we will need to update the new password ***** the computer now - please carry out the steps directed in my previous reply, and let me know how it goes. Keep me posted.
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Customer reply replied 3 years ago
I don't see anything on the bottom right of the screen.
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
No issues; I have included a screenshot for you now, as follows:

Do you see this icon at the bottom-right of your screen?
Keep me posted.
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Customer reply replied 3 years ago
I see twifi at the bottom right
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
OK, click on that icon, and then connect to your WIFI network listed. Try both the old as well as the new WIFI password ***** prompted. Let me know after you are able to connect, please.
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Customer reply replied 3 years ago
Do I click on "connect automatically when this network is In range"?
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
Yes, please check that option and then click "Connect". Let me know how it goes.
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Customer reply replied 3 years ago
I don't see "connect"
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
Okay, that indicates that you are already connected now. Please check - are you able to access the Internet using the computer now?
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Customer reply replied 3 years ago
No
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
Hmm; click on the WIFI icon at the bottom-right one more time; do you see your WIFI network listed?
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Network Technician: Bryan, Computer Support Specialist replied 3 years ago
Hi, are you still there? Do let me know.
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Customer reply replied 3 years ago
I am restarting the computer now. Hope that works. I see our network listed I think. Yes I am here
Customer reply replied 3 years ago
Do I add the network I see?
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
Okay; after restarting the computer, please click on the WIFI icon one more time, and click on your network and click "Connect". When prompted for a password, try the new password (mynetwork) and if it does not work, try the old password ***** were using earlier. Let me know how it goes, please.
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Customer reply replied 3 years ago
Are you still there?
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
Yes, did you get my last reply?
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Network Technician: Bryan, Computer Support Specialist replied 3 years ago
Hi again, it looks like you are not receiving my replies; did you get the following reply I sent you earlier:
Okay; after restarting the computer, please click on the WIFI icon one more time, and click on your network and click "Connect". When prompted for a password, try the new password (mynetwork) and if it does not work, try the old password ***** were using earlier.
Let me know how it goes, please.
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Customer reply replied 3 years ago
The name of the network at the top is not right!
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
Hmm, so you are unable to see your WIFI network listed now? What's the name of the network listed as, please?
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Customer reply replied 3 years ago
I don't see any place to connect.
Customer reply replied 3 years ago
Attwifi
Customer reply replied 3 years ago
It is supposed to be Att5095
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
Okay; please go ahead and click on that network now - do you see an option to "Connect" show up?
Also, is there any way you could connect this computer directly to your router using an Ethernet cable so that I can remote in and fix the WIFI issue for you?
Keep me posted.
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Customer reply replied 3 years ago
I do not see "connect". As for the Ethernet cable I don't think we have one. My husband is getting furious that I removed the I other network name.
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
If you DOUBLE-click on that network now, what happens? Also, to make sure that we are on the same page here, please check out the following screenshot:
//f01.justanswer.com/ref/https_docs.math.osu.edu/files/6413/0713/4169/7-wireless-1.jpg
Keep me posted.
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Customer reply replied 3 years ago
This computer is downstairs and our router is upstairs. I could use the upstairs computer tomorrow and chat with you agan.
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
Okay, did you receive my last reply?
Do let me know.
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Customer reply replied 3 years ago
When I double click on it it takes me back to the same page when I just click on it.
Network Technician: Bryan, Computer Support Specialist replied 3 years ago
Okay, this is getting tricky here. Yes, let's continue this tomorrow, since it must be getting late at your end as well. In the meantime, I'll open up your question to our other experts who will be able to assist you further with this issue.
Thank you for your continued patience.
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Customer reply replied 3 years ago
I really need to get the other network back. Is there any way?
Network Technician: Viet - Network Tech, Computer Support Specialist replied 3 years ago
Viet - Network Tech
Viet - Network Tech, Computer Support Specialist
Category: Networking
Satisfied Customers: 41,266
Experience: Great troubleshooting skills with computer and network.
Verified
Hello! Thank you for your question. I am a licensed network professional with over ten years of experience, and I will be assisting you today.
I'm sorry about the issue. Do you have an extra ethernet/network cable?
Are you able to continue right now? I can try to fix this issue quickly.
Please reply at the box below. Thank you,
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