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Cannot access my content page on Kindle all of a sudden. In

Customer Question
a book that I am...
Cannot access my content page on Kindle all of a sudden. In a book that I am reading, but nothing happens when I press content page button.
JA: What's the make/model of your device? How old is it?
Customer: Where do I find that?
JA: How long has this been going on? What troubleshooting have you tried?
Customer: Past week or so. At least four years old.
JA: Anything else you want the eReader expert to know before I connect you?
Customer: That's all
Submitted: 4 months ago.Category: E-Readers
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Answered in 7 minutes by:
7/15/2017
Electronics Technician: Viet - E-reader Tech, Technician replied 4 months ago
Viet - E-reader Tech
Category: E-Readers
Satisfied Customers: 38,565
Experience: Troubleshoot issues with E-readers.
Verified

Hi,
I'm sorry about the issue. Please press and hold (or slide and hold) the Power on / off button / switch on your Kindle for about 45 seconds, then turn it back on and check.

- Does that do anything?
Please type at the box below, then click on the Send button below to communicate with me, so I can help further. Thank you,

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Electronics Technician: Viet - E-reader Tech, Technician replied 4 months ago

Does this issue occur with a particular book? Or with all books?

Please type at the box below, then click on the Send button below to communicate with me, so I can help further. Thank you,

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Electronics Technician: Viet - E-reader Tech, Technician replied 4 months ago

Does it do anything when you keep holding the Power on / off button / switch on your Kindle for a long time?

Does your Kindle have touchscreen?

It looks like you are not there. We can schedule another time.

When you are available, please type at the box below, then click on the Send button below to communicate with me, so I can help further. Thank you,

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Customer reply replied 4 months ago
When holding down power button - screen goes blank
Touchscreen yes
Electronics Technician: Viet - E-reader Tech, Technician replied 4 months ago

Thank you. After holding the Power button for about 40 seconds, then release. Then wait a bit, then can you use the Kindle fine now?

Please type at the box below, then click on the Send button below to communicate with me, so I can help further. Thank you,

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Customer reply replied 4 months ago
Content screen was back. Went to my book and again cannot access content screen with the screen button
Electronics Technician: Viet - E-reader Tech, Technician replied 4 months ago

I'm sorry. Does this issue occur with one particular book? Or with all books?

Please let me know. Thank you.

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Customer reply replied 4 months ago
Will try other books
Electronics Technician: Viet - E-reader Tech, Technician replied 4 months ago

OK. Please try a couple of other books. Please let me know. Thank you.

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Customer reply replied 4 months ago
Is happening with two other books I tried
Electronics Technician: Viet - E-reader Tech, Technician replied 4 months ago

I'm sorry. I'm not sure about this issue, so let me open it to other experts. Thank you for your patience.

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Customer reply replied 4 months ago
Let me know
Electronics Technician: Pete, Engineer replied 4 months ago
Pete
Pete, Engineer
Category: E-Readers
Satisfied Customers: 18,330
Experience: Over 16 years experience installing and repairing electronics.
Verified

Hello, the book may have become corrupted.

Can you try removing one of the problem books from your Kindle and then adding it again?

Also ensure the Kindle is sufficiently charged.

Let me know if that helps.

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Customer reply replied 4 months ago
Will try, but the books I have already tried were downloaded from Cloud and were previously bought
Customer reply replied 4 months ago
Removed book, downloaded again - same problem: cannot access content page directly from screen. Only way to get there is switching off device and starting again
Electronics Technician: Pete, Engineer replied 4 months ago

Ok, I will open this up again to the other experts.

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Electronics Technician: MD.SADIQUE, Engineer replied 4 months ago
MD.SADIQUE
MD.SADIQUE, Engineer
Category: E-Readers
Satisfied Customers: 3,409
Experience: Electronics engineer,2yrs+exp as circuit analyst.
Verified

Hi, I am Sadique. I would love to assist you with your issue.

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Electronics Technician: MD.SADIQUE, Engineer replied 4 months ago

It seems to be a bug with the Operating system of your Kindle.
Would you like to perform a Factory Reset?

It will remove all your Kindle contents and will restore your Kindle to factory Defaults.

You can again redownload all the contents from Amazon.

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Customer reply replied 4 months ago
Done factory reset. Redownloaded material from Cloud. Navigation switch on this Kindle Touch, wi-fi (B011) still not responding.
Customer reply replied 3 months ago
Can I expect any response some time to the previous post?
Electronics Technician: MD.SADIQUE, Engineer replied 3 months ago

I am sorry for the delay in follow up.

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Electronics Technician: MD.SADIQUE, Engineer replied 3 months ago

This seems to be a hardware problem. The touch sensor needs to be replaced.

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Electronics Technician: MD.SADIQUE, Engineer replied 3 months ago

You have to send it to Amazon because Amazon directly supports and services the Kindle. You'll need to call them and obtain an RA# ***** to sending it. In some cases, Amazon will not repair the Kindle and instead will offer a refurbished one at a lesser cost. Here is the link for Kindle Service and Warranty information along with their phone number.

http://www.amazon.com/gp/help/customer/display.html/ref=hp_kland_faq_warserv?nodeId=200144510&/lwarranty

You can also contact Kindle support at

United States: 1-***-***-****

Outside the United States: 1-***-***-****

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MD.SADIQUE
MD.SADIQUE
MD.SADIQUE, Engineer
Category: E-Readers
Satisfied Customers: 3,409
3,409 Satisfied Customers
Experience: Electronics engineer,2yrs+exp as circuit analyst.

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