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I have 2 amazon fire kids edition tablets and have

Customer Question
I have 2 amazon...

I have 2 amazon fire kids edition tablets and have downloaded movies that I have paid for on them. I am now having problems with both of them that they will not play the movies I have bought without having a wi-fi connection and I do not know why or how to correct this

Technician's Assistant: What's the make/model of your device? How old is it?

Bought one last year about this time and bought the second one around easter of this year

Technician's Assistant: How long has this been going on? What troubleshooting have you tried?

It has been going on a couple of months and I have tried everything I can think of ...when looking on the movies on my screen it says the movies have had download trouble and need redownloaded I have tried this but it always tells me after trying to download the movies again that their is a problem trying to download

Submitted: 8 months ago.Category: E-Readers
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Answered in 5 minutes by:
9/28/2017
Electronics Technician: Richard, Customer Service replied 8 months ago
Richard
Richard, Customer Service
Category: E-Readers
Satisfied Customers: 46,460
Experience: Avid repairer and trouble shooter of E-Readers
Verified

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 60 seconds.

Release, then connect the charger and try to turn on the Kindles and access the content.

Let me know the results please

Thank you

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Customer reply replied 8 months ago
It will not let me even do anything connected to the charger
Electronics Technician: Richard, Customer Service replied 8 months ago

You mean you cannot operate the Kindle at all?

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Customer reply replied 8 months ago
when it is plugged into the charger
Electronics Technician: Richard, Customer Service replied 8 months ago

ok, do my instructions but leave it connected to the charger the whole time please

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Customer reply replied 8 months ago
ok ready
Electronics Technician: Richard, Customer Service replied 8 months ago

Did you do the instructions?

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Customer reply replied 8 months ago
I didn't get any instructions
Electronics Technician: Richard, Customer Service replied 8 months ago

do my instructions but leave it connected to the charger the whole time please

I will repeat them

hold the power button to off for 60 seconds.

Release, then turn on the Kindles and access the content.

Let me know the results please

Thank you

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Customer reply replied 8 months ago
I did that but I can not even put in my pin when the kindle is connected to the charger
Electronics Technician: Richard, Customer Service replied 8 months ago

ok, so actually the issue is you cannot use the Kindle at all?

Not about downloaded movies ect.. but that you cannot even use them?

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Customer reply replied 8 months ago
I can if it is not connected to the charger.. you told me to leave it connected to the charger...if it is not connected to the charger I can get on the movies in question but they will not play because it says there is not internet connection
Electronics Technician: Richard, Customer Service replied 8 months ago

ok, do the instructions with it not connected to the charger

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Customer reply replied 8 months ago
It still wants a internet connection to access movies that were bought and already downloaded
Customer reply replied 8 months ago
It is saying there has been a download error on the movies in question but this has been recent...like played the movies many times without an internet connection and now it requires an internet connection to view them
Electronics Technician: Richard, Customer Service replied 8 months ago

ok, there is a time limit which varies between titles, and once it exceeds this you have to download it again.

Can you connect the internet, download it and once done, try to play it offline please.

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Customer reply replied 8 months ago
I have tried that many times and it tells me that it has problems downloading and to retry download ....retry several times with the same result
Electronics Technician: Richard, Customer Service replied 8 months ago

Ok, we will need to reset the Kindle, this will remove all your content and return it to new, but you cannot avoid this.

Once registered you can get your content back

To do this

  1. Swipe down from the top of the screen and tap Settings.
  2. Tap Device Options, and then tap Reset to Factory Defaults.
  3. Tap Reset to confirm.

Once done, set up the Kindle again and tell me if it then downloads please

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Customer reply replied 8 months ago
This is still not working still trying to download 1 movie have been for at least 2 hours
Electronics Technician: Richard, Customer Service replied 8 months ago

has the download progressed at all?

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Customer reply replied 8 months ago
They charged another $ 30 to my account ...that is a load of bull
Electronics Technician: Richard, Customer Service replied 8 months ago

I see nothing here for charges

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Electronics Technician: Richard, Customer Service replied 8 months ago

I also do not understand why you stopped replying after a number of hours of support, did it then download?

Can you at least tell me if the problem is resolved as that would be the right thing to do

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Customer reply replied 8 months ago
no the problem is not resolved and I have the original $5 charge and a $31 charge on my card ...went thru and everything ...I appreciate your help but I will no longer be responding so I do not get charged anymore on my card
Electronics Technician: Richard, Customer Service replied 8 months ago

yes, thats the cost of the service.

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Customer reply replied 8 months ago
said it was $5 not $36
Electronics Technician: Richard, Customer Service replied 8 months ago

When you read it you see this is not the case, all other customers are aware of the actual costs.

But no problem, I see it is resolved.

All the best

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