How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site.
    Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Dan T. Your Own Question
Dan T.
Dan T., Master Technician
Category: E-Readers
Satisfied Customers: 140
Experience:  DoD master electronics technician
42300671
Type Your E-Readers Question Here...
Dan T. is online now
A new question is answered every 9 seconds

I have a Kindle Fire HDX. Last week I powered it up, used it

Customer Question

I have a Kindle Fire HDX. Last week I powered it up, used it for awhile and then from top down I lost the picture and I have not been able to power it up since. I took it to ubreakifix and they thought it was the battery...but replacing it did nor help. any suggestions? I have many pictures and music I would like to access
JA: What's the make/model of your device? How old is it?
Customer: Like I said Kindle Fire HDX and it is about 3years old
JA: How long has this been going on? What troubleshooting have you tried?
Customer: I
JA: Anything else you want the eReader expert to know before I connect you?
Customer: Like I also said about a week and I have tried to hold down power button for 30 sec
Submitted: 5 months ago.
Category: E-Readers
Expert:  GeekGal replied 5 months ago.

Hello! My name is***** am a computer professional with over 15 years of experience with both Mac and Windows computers, phones, tablets, e-readers and printers.

This and many other Issues are often caused by a software "glitch". Luckily this can be easily resolved. Please hold the power button or switch in the off position for a full 40 seconds. This should reset the Kindle to factory defaults. You will know that it successfully reset to factory defaults, if it reset the Kindle back to the way it was when you took it out of the box. Did it do that? If not, please try it again, being sure to hold the power button for a FULL 40 seconds. If it did require you to set it up again, then the factory reset was successful. Please give this a try and let me know the results.

Customer: replied 5 months ago.
sorry it did not help...tried twice
Expert:  GeekGal replied 5 months ago.

Thank you for letting me know. Please connect your Kindle to your computer with the cable that came with your Kindle. Wait for about 30 minutes, then, from your computer, click on the link below:

www.amazon.com/myk

Login with your email address and password. Click on the device tab. Locate your Kindle Fire in the list and you click on REMOTE FACTORY RESET as an option in the drop down menu under DEVICE ACTIONS. Please let me know the results.