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I have an old Kindle and cannot connect to Wispernet. I need

Customer Question
to try an connect via...
I have an old Kindle and cannot connect to Wispernet. I need to try an connect via my laptop.
JA: What's the make/model of your device? How old is it?
Customer: Model No.D00701. Serial No. B00380A2000951912
JA: How long has this been going on? What troubleshooting have you tried?
Customer: I was reading it successfully until last week. Now I have been trying to connect to buy a new book and it is trying to connect but nothing happens
JA: Anything else you want the E-reader Expert to know before I connect you?
Customer: No - that is all I can tell you.
Submitted: 27 days ago.Category: E-Readers
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Answered in 8 minutes by:
11/14/2017
Electronics Technician: Josh, Technician replied 27 days ago
Josh
Josh, Technician
Category: E-Readers
Satisfied Customers: 21,004
Experience: E-reader expert
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Hi! My name is ***** ***** I will be assisting you. Let's get started!

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Electronics Technician: Josh, Technician replied 27 days ago

Please press and hold down the power button for 25-30 seconds until the Kindle restarts
If that does not work, then please respond back and let me know so I can continue to troubleshoot.

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Customer reply replied 27 days ago
That hasn't worked
Electronics Technician: Josh, Technician replied 27 days ago

Do you receive any error messages?

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Customer reply replied 27 days ago
No. It is too expensive from Africa. So i held down power button as suggested. It DID restart biit still whispernet will not activate
Electronics Technician: Josh, Technician replied 27 days ago

Did it work previously in Africa?

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Customer reply replied 27 days ago
I receive no error messages. It wont2 connect so it will obviously not all allow me to purchase
Electronics Technician: Josh, Technician replied 27 days ago

Did it work previously in Africa?

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Customer reply replied 27 days ago
It says wireless connecting but doesn't. I need to update software from my laptop but how
Electronics Technician: Josh, Technician replied 27 days ago

Did it work previously in Africa?

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Customer reply replied 27 days ago
always. Only stopped last week.
Customer reply replied 27 days ago
I live here.
Electronics Technician: Josh, Technician replied 27 days ago

Which software version do you have?

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Customer reply replied 27 days ago
Josh are u still on line?
Electronics Technician: Josh, Technician replied 27 days ago

Which software version do you have?

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Customer reply replied 27 days ago
How do I know. Where do i find that info
Customer reply replied 27 days ago
The model number is ***** That must tell you what software would be on these models
Customer reply replied 27 days ago
Serial no. Is B003BOA200951912
Customer reply replied 27 days ago
Are u still on line
Electronics Technician: Josh, Technician replied 27 days ago

From Home, press the Menu button, and then select Settings. You will see the current software version at the bottom of the screen

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Customer reply replied 27 days ago
Kindle Version 2.3 (399380047)
Electronics Technician: Josh, Technician replied 27 days ago

If you see this message on your device on or after March 22, 2016, you will need to manually install the latest software update for your device in order to resume normal functionality.

Click here: https://www.amazon.com/gp/help/customer/display.html?nodeId=201994710

Locate your Kindle model on the page then click on Transfer via USB

Follow the prompts to update the software through your computer

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Customer reply replied 27 days ago
Ok I did all that before I called you. But when i downloaded it all nothing happened. I will try again. Also mimr os version 1.3 which is not indicated on thos website. It shows 1.2 amd 2.5
Customer reply replied 27 days ago
Ooops. Mine is version 2.3. This site only shows 1.2.1 and 2.5.8
Electronics Technician: Josh, Technician replied 27 days ago

Did you run the downloaded file? There are more steps than downloading the file.

You need version 2.5.8

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Customer reply replied 27 days ago
Ok so i am still looking at this site. Which Generation do I click on
Electronics Technician: Josh, Technician replied 27 days ago

2nd generation

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Customer reply replied 27 days ago
then....
Electronics Technician: Josh, Technician replied 27 days ago

Please follow the steps on the site -- The entire process is described on their site.

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Customer reply replied 27 days ago
I have clicked 2nd Gen.
Electronics Technician: Josh, Technician replied 27 days ago

Please follow the steps on the site -- The entire process is described on their site.

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Customer reply replied 27 days ago
I see that. So my serial no starts with B2003. I assume where it says "if your version prior to 2.3 i muat download software Update 2.3 the sw update 2.5.8 then K services update.
Electronics Technician: Josh, Technician replied 27 days ago

Yes, please follow the steps to update.

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Customer reply replied 27 days ago
Ah no. Thats what i did before i called you and i get the message "no suitable decoder module. VLC does not support the audio or video format "undf" . There is no way to fix this". So I thought I was not understanding the process. But its not working
Electronics Technician: Josh, Technician replied 27 days ago

Unfortunately, it sounds like you are not installing the software as instructed.

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Customer reply replied 27 days ago
This is what I clicked on.
Note: If you have a software version prior to 2.3, download Software Update 2.3 first, then download Software Update 2.5.8, and then download Kindle Services Update
Customer reply replied 27 days ago
Tell me therefore, what I must click on to do it correctly
Customer reply replied 27 days ago
this is what comes up after I have installed it ......
No suitable decoder module:
VLC does not support the audio or video format "undf". Unfortunately there is no way for you to fix this.
Electronics Technician: Josh, Technician replied 27 days ago

Unfortunately, I am not able to describe the process any different than Amazon has it listed on their site.

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Customer reply replied 27 days ago
I can't do it telephonically as it will cost me too much from South Africa.
Customer reply replied 27 days ago
If there is no more you can do via text, then there is no more I can do. I will have to take my Kindle to a computer tech here in Durban.
Electronics Technician: Josh, Technician replied 27 days ago

I completely understand

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