I have had my kindle for a couple of weeks. When I initially…

Question

I have had my kindle for a couple of weeks. When I initially typed in my
personal wi-fi password, it connected immediately.

Now it comes up with "Unable to Connect to Wi-Fi Network. Your kindle is unable
to connect to the Wi-Fi network. Would you like to enter the password XXXXX or
etc" Time and time again.

It even came up with the same message when I was in a Free Hotspot.

What can I do please?

namstech · Accepted Answer

Najeeb :

Hello and welcome to JustAnswer!

Najeeb :

Let me know when ready to chat.

Najeeb :

Try restarting the kindle as follows:

Najeeb :

1. Press the Home button.

Najeeb :

2. Press the Menu button.

Najeeb :

3. Select “Settings.”

Najeeb :

4. Press the Menu button.

Najeeb :

5. Select “Restart.”

Najeeb :

Once the kindle restarts, try connecting to the wi-fi. Let me know if the
problem prevails.

Customer:

There is no "restart" under the "settings" menu sadly. I DO know how to restart
the machine however. By pushing the on/off switch to the right for
twenty-seconds. I've tried this, but it still can't connect to any wi-fi.

Najeeb :

So you tried to slide and hold the power switch for 20 seconds and release to
turn it OFF and then repeated this to turn it ON, right?

Customer:

Yes, that's right.

Najeeb :

When you rescan available networks, do you get any networks?

Customer:

Yes. I get my own (daniels) and one other, which is alo locked.

Najeeb :

Did you check to make sure the kindle's wireless is ON.

Customer:

It's definitely ON because above "Shop in Kindle Store" on the Menu is "Turn
Wireless Off".

Najeeb :

Did you try reset procedure (slide and hold for 20 seconds) first to turn it OFF
and then to turn it back ON, right?

Customer:

Yes, that's right.

Najeeb :

Can you manually enter your network information?

Najeeb :

i.e. when you see Unable to connect message, use setup network option to enter
your network information.

Najeeb :

Are you sure the kindle connected to this same wi-fi connection before?

Customer:

I've tried that too and it still comes up with a message to say that it's unable
to connect with the wi-fi network.

Najeeb :

This is important because if your wifi connection is not one of 802.11b,
802.11g, or 802.11n, then kindle cannot connect with it. Also it should not be
an adhoc wifi network. Must offer a wireless access point (e.g. a rounter with
the standards previously described).

Najeeb :

correction: router..... not rounter

Customer:

Yes, but it connected with it the first time, because I then down-loaded several
books. It was only when I turned off the wireless and then turned it on again
that this problem has arisen. In addition, I tried it in a Free hotspot and got
the same "unable" response.

Najeeb :

Can you please try reset once more?

Najeeb :

Make sure you turn it OFF by sliding and holding it for 20 seconds.

Customer:

Are you saying that my kindle is malfunctioning?

Najeeb :

No. May be the software is. So just to make sure that it isn't, we can try a
reset once more.

Customer:

Done that and still the first item in the Menu is "Turn Wireless Off". Whereas
when I type in my wi-fi password XXXXX response is again that it is unable to
connect.

Najeeb :

Try turning OFF the wireless and turn it back ON.

Customer:

Done that. And yet still the first item in the Menu Is "Turn Wireless Off". And
when I try to connect with my wi-fi network, again it tells me that it is
unable.

Najeeb :

When you turn the wireless OFF, what do you see in the Menu?

Customer:

Now seemingly I can't reply to you!

Najeeb :

I am getting your messages, are you?

Najeeb :

When you turn OFF wireless, do you see Turn Wireless ON or Turn Wireless OFF in
the menu?

Customer:

I'll try again. Yes, I DID turn it off as you have directed. But then, when I
turned it back on, the first item in the Menu was still "Turn Wireless Off".
When I try to shop it still can't connect to my wi-fi, even when I again type in
my password. Are you of the opinion that my kindle is malfunctioning, and it's
not just me?

Najeeb :

It seems so that the kindle is malfunctioning.

Najeeb :

How old is the kindle?

Najeeb :

Can you again verify please that when you turn the wireless OFF, do you still
see Turn Wireless OFF in the menu?

Customer:

Two weeks old, as I said originally. There is nothing else I can do then? Apart
from rerturning it to Amazon?

Najeeb :

Let us confirm that, do you see Turn Wireless OFF in the menu when you have
already turned it OFF?

Customer:

I'm switching it off again. Sliding the switch to the right for twenty seconds
and then waiting for it to restart, before looking again at the menu. Which I
have now done and yes, the first item in the menu is "Turn Wireless Off".

Najeeb :

Ok. Now clickTurn Wireless OFF

Najeeb :

Having done that, do you see Turn Wireless ON there instead of Turn Wireless
OFF?

Najeeb :

Or still see Turn Wireless OFF?

Customer:

Have done. And against the battery icon at the very top is the word "OFF". When
I tap the Menu again a panel appears at top right saying "Turn Wireless On".
Which disappears when I tap OK. The "OFF" sign next to the battery icon
disappears. Then when I attempt to shop, the whole charade of being unable to
connect starts again.

Customer:

So, you're saying that there is nothing else I can do?

Najeeb :

So it doesn't seem to be problem with wireless turning OFF and ON. This function
seems to be working properly.

Customer:

Absolutely.

Najeeb :

Another thing is to make sure the password XXXXX enter is correct.

Customer:

It is. I've double-checked. But even then, it should have connected in a Free
Hotspot shouldn't it?

Najeeb :

I agree.

Najeeb :

At hotspot you had no lock symbol next to the wireless network name, right?

Customer:

So, you agree that it's malfunctionng and I should send it back?

Najeeb :

Did you manually try connecting to hotspot by selecting connect next to
hot-spot?

Customer:

Sorry, didn't read your econd point. No, there was no lock symbol against the
hot-spot. No, I didn't manually try connecting when I was in the hotspot. It was
all I could do not to hurl my kindle against the wall. I'm off to India in a
couple of weeks and a working Kindle would be ideal for the days on which I'm
travelling.

Najeeb :

I am extremely sorry for the problem. I think we have exhausted the possible
troubleshooting scenarios except manually connecting to the hotspot network.

Najeeb :

If it is possible you can verify that otherwise contact amazon on the following
number, tell them the problem and what you have already tried to resolve it.

Najeeb :

Freephone 0800(NNN) NNN-NNNN/p>

Customer:

Right. Thank you. I'm now resigned to returning it to Amazon.

I have had my kindle for a couple of weeks. When I initially…

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