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Richard, Customer Service
Category: E-Readers
Satisfied Customers: 38459
Experience:  Avid repairer and trouble shooter of E-Readers
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When I try to buy books I am told that they are not

Customer Question

When I try to buy books I am told that they are not available on this device although I have been buying them for years
JA: What's the make/model of your device? How old is it?
Customer: Paper white. Approximately 5 years old
JA: How long has this been going on? What troubleshooting have you tried?
Customer: About 5 months. I have tried restarting
JA: Anything else you want the E-reader Expert to know before I connect you?
Customer: My kindle is connected to my daughters and she has no problems. We have been using this system since 2011
Submitted: 1 month ago.
Category: E-Readers
Expert:  Richard replied 1 month ago.

Thank you for your question, my name is ***** ***** I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

This is usually an issue with the Firmware, so I would first like you to do this please.

Remove the charger from the Kindle and hold the power button to off for 35 seconds.

Release, then connect the charger and try to turn on the Kindle and use it.

Let me know the results please

Thank you

Customer: replied 1 month ago.
Still coming up with " not available on this device"
Expert:  Richard replied 1 month ago.


On which exact step do you get this? When you try to select the book and purchase it?

Or trying to access the store?

Customer: replied 1 month ago.
I tried your answer and still have the same problem. I can select a book ,even get a full summary, but get the message that it is unavailable on this device.
Expert:  Richard replied 1 month ago.

Ok,, we will need to reset the kindle

To do this, go to menu, settings, menu, Reset Kindle to factory defaults.

Once done, setup the Kindle again and tell me please how it then functions

Thank you

Customer: replied 1 month ago.
Actually my kindle was less than 3 years old, but I am afraid none of your suggestions helped. I do not consider this to be your fault but the fault of the kindle. I have now had 2 kindles in 6 years: I bought my first one in 2011 and will be needing another e reader. Thank you for your help, but I find it difficult to give a rating.
Expert:  Richard replied 1 month ago.

Hi there

Did you do the reset on your Kindle as I requested?