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Dan T.
Dan T., Master Technician
Category: E-Readers
Satisfied Customers: 140
Experience:  DoD master electronics technician
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I've updated my Kindle 2 (B002) to latest software but it

Customer Question

I've updated my Kindle 2 (B002) to latest software but it still won't connect to the store or register.
JA: What's the make/model of your device? How old is it?
Customer: Kindle 2nd generation
JA: How long has this been going on? What troubleshooting have you tried?
Customer: I don't use it much anymore so I'm not sure. I've rebooted more than once, and factory reset it
JA: Anything else you want the e-reader expert to know before I connect you?
Customer: That's about it.
Submitted: 2 months ago.
Category: E-Readers
Expert:  Louie replied 2 months ago.

Hi and welcome to JustAnswer, I’m Louie. Sorry you had to wait awhile but I’ll do my best to help.

Initially, how was the Kindle updated please?

Customer: replied 2 months ago.
I downloaded the update on my computer and posted it on the Kindle. Then I ran the update, both 2.5.8 and a smaller one.
Expert:  Louie replied 2 months ago.

Was this Kindle purchased from Amazon using your account?

Customer: replied 2 months ago.
Many years ago.
Customer: replied 2 months ago.
Probably around the time it was first released.
Expert:  Louie replied 2 months ago.

Logging in into your Amazon account, does it show up among "Your Content and Devices" ?

Customer: replied 2 months ago.
I did a factory reset so it isn't registered anymore. I'll check though.
Expert:  Louie replied 2 months ago.

Yes please.

Customer: replied 2 months ago.
No, it isn't registered since the factory reset.
Expert:  Louie replied 2 months ago.

After the factory reset and immediately after turning it on, was a password *****?

Customer: replied 2 months ago.
No. I don't have passwords turned on.
Expert:  Louie replied 2 months ago.

"...don't have passwords turned on..." for your WiFi / router?

Customer: replied 2 months ago.
This device uses whispersync not wifi.
Customer: replied 2 months ago.
I can't scan for networks either because that's graded out.
Expert:  Louie replied 2 months ago.

Has it been like that with whispersync since then; i.e. "....device uses whispersync not wifi..."

Customer: replied 2 months ago.
When I bought it, it connected vi whispersync. This is not a wifi device.
Expert:  Louie replied 2 months ago.

I understand.

Have you tried turning off Whispersync even if just for test purposes?

Customer: replied 2 months ago.
Several times.
Expert:  Louie replied 2 months ago.

In the "Manage Your Content and Devices" page of your Amazon account?

Customer: replied 2 months ago.
I've deregistered the kindle device in Amazon. I've turned the wireless off and on on the device itself.
Customer: replied 2 months ago.
If the device was going to register, it would show up as a new device in Amazon because the name is ***** ***** after the factory reset.
Expert:  Louie replied 2 months ago.

Thank you for your patience.

Second to the last question please; what is the serial number of your Kindle?

Customer: replied 2 months ago.
B002a1a092845783
Expert:  Louie replied 2 months ago.

Even if just to confirm the update was complete and correct, please click HERE.

Customer: replied 2 months ago.
I've already checked and the updates were successful.
Customer: replied 2 months ago.
The device is showing the correct version number.
Expert:  Louie replied 2 months ago.

I understand.

Have you brought this to the attention of Amazon?

Customer: replied 2 months ago.
No. I was under the impression you could help me with this issue. I can work with Amazon if that's necessary.
Expert:  Louie replied 2 months ago.

Based on all of the above, it would appear to be an internal hardware issue.

Customer: replied 2 months ago.
Okay. I'll check with them.
Expert:  Louie replied 2 months ago.

Good luck and thank you for the opportunity to exchange information.