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My kindle fire will not hook up to wi fi. when it tries it…

Customer Question
My kindle fire will...

My kindle fire will not hook up to wi fi. when it tries it says authentication failed. every other device is working on wi fi. can you help/

Technician's Assistant: Who makes your router, and what device(s) are you connecting to it?

Att tv computer and iphone

Technician's Assistant: What have you tried so far with your router or your Amazon?

I have not tried anything with the router since everything else works. with the kindle i have turned it off and tried gettin off of the wi fi and gaunt back on, but it always says authentication failed and then tries again and again

Technician's Assistant: Anything else you want the Network Expert to know before I connect you?

I don't think so

Submitted: 1 month ago.Category: Computer
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Answered in 2 minutes by:
3/10/2018
Tech Support Specialist: Suhasini Velu,
 replied 1 month ago
Suhasini Velu
Category: Computer
Satisfied Customers: 512
Experience: Engineer at CSS Corp Pvt Ltd
Verified

Hello. My name is***** to JustAnswer. I'm reviewing your question now, and will post back with your reply momentarily. Before we proceed with any troubleshooting, please once unplug your router from the wall outlet wait for 2 minutes and plug it back in. Let me know when this is done.

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Customer reply replied 1 month ago
done
Tech Support Specialist: Suhasini Velu,
 replied 1 month ago

Now try connecting with your WiFi and let me know what happens.

And ignore the remote prompt which might pop up on your screen.

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Customer reply replied 1 month ago
It still says the same thing
Customer reply replied 1 month ago
no
Tech Support Specialist: Suhasini Velu,
 replied 1 month ago

Did you recently make any changes on your router?

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Customer reply replied 1 month ago
No
Customer reply replied 1 month ago
Are you still there
Tech Support Specialist: Suhasini Velu,
 replied 1 month ago

Navigate to "Settings"

Select "view" next to "Wi-Fi Settings" to display a list of detected Wi-Fi networks.

You may have to wait a moment as your Kindle detects networks in range. The Wi-Fi network you are

currently connected to displays the word "forget" next to it in the list of available networks.

Choose "forget" to disconnect from the network

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Tech Support Specialist: Suhasini Velu,
 replied 1 month ago

Did that work?

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Customer reply replied 1 month ago
Ok
Customer reply replied 1 month ago
no
no
Tech Support Specialist: Suhasini Velu,
 replied 1 month ago

Were you able to forget the network?

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Customer reply replied 1 month ago
i have forget several
Tech Support Specialist: Suhasini Velu,
 replied 1 month ago

And did you try connecting with your password?

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Customer reply replied 1 month ago
still not working
Tech Support Specialist: Suhasini Velu,
 replied 1 month ago

Okay, we definitely have to check with your channel and password.

Do you have any windows computer connected to your WiFi?

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Customer reply replied 1 month ago
no just my mac
Tech Support Specialist: Suhasini Velu,
 replied 1 month ago

Okay, Let's try that.

Please wait.

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Customer reply replied 1 month ago
Ok i asked for secure remote assistance
Tech Support Specialist: Suhasini Velu,
 replied 1 month ago

Please mention the model of your router.

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Customer reply replied 1 month ago
Alright lets go
Customer reply replied 1 month ago
My battery on the phone is low can we contine this online please
Tech Support Specialist: Suhasini Velu,
 replied 1 month ago

Sir/Mam am currently unable to take remote on your Mac computer let me try to fix this by giving instructions to you.

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Tech Support Specialist: Josh, Support Specialist replied 1 month ago
Josh
Josh, Support Specialist
Category: Computer
Satisfied Customers: 21,671
Experience: 5 years as Network Admin, 10+ years of IT support
Verified

Hi,

I have been asked to help you with the remote assistance request.

Click here: http://www.justanswer.com/remotedesktop/join.aspx?Session=45659c1e-0628-4c2a-a2c5-d09e7607a29a

Select I agree on the page

Run the downloaded file

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Tech Support Specialist: Josh, Support Specialist replied 1 month ago

Please follow steps above

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Customer reply replied 1 month ago
This is not working i cant find the support thing i downloaded and now i am off on the computer
Customer reply replied 1 month ago
how di i find the download
Tech Support Specialist: Josh, Support Specialist replied 1 month ago

Let's ignore the remote for a minute..

Have you tried a factory reset on the Kindle?

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Customer reply replied 1 month ago
I have turned it off and on after a few minutes
Tech Support Specialist: Josh, Support Specialist replied 1 month ago

Yes, that is not the same as a reset.

To reset your Fire tablet:

  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.
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Customer reply replied 1 month ago
I am trying now
Customer reply replied 1 month ago
It says the same thing authentication problem
Tech Support Specialist: Josh, Support Specialist replied 1 month ago

Unplug the power cord to your router

Wait 2 minutes

Plug in your router

Wait 5 minutes

Try again

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Customer reply replied 1 month ago
That is the first thing I tried
Tech Support Specialist: Josh, Support Specialist replied 1 month ago

Unfortunately, it sounds like an issue with your Kindle.

How old is the Kindle?

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Customer reply replied 1 month ago
I bought it last yeat
Tech Support Specialist: Josh, Support Specialist replied 1 month ago

When?

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Customer reply replied 1 month ago
Feb 6
Tech Support Specialist: Josh, Support Specialist replied 1 month ago

If the above steps did not work then there is a hardware issue with your Kindle.

Since you are outside of the warranty period (1 year warranty) Kindle will probably not issue a replacement but they normally give great discounts for a current Amazon customer to upgrade to the Kindle Fire.

In SOME cases they will grant the 1year warranty for a customer and give you a replacement. That is completely up to Amazon and is on a case to case basis that I have no control over.

Please call Amazon here ---> 1-***-***-****

Let them know that your Kindle has hardware issues and you need a replacement

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Customer reply replied 1 month ago
Do i have to pay for today?
Tech Support Specialist: Josh, Support Specialist replied 1 month ago

I do not handle payment information as a technician

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