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Richard, Customer Service
Category: E-Readers
Satisfied Customers: 50258
Experience:  Avid repairer and trouble shooter of E-Readers
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It acts like it is frozen. It won't go to where I was

Customer Question

It acts like it is frozen. It won't go to where I was reading or turn pages
JA: What's the make/model of your device? How old is it?
Customer: It is about 2 years old. No sure. It just says Amazon on the back. It is registered as Joanne's 4th Kindle
JA: How long has this been going on? What troubleshooting have you tried?
Customer: This last thing started last night.
JA: Anything else you want the E-reader Expert to know before I connect you?
Customer: I have been having trouble getting some of your downloads. When I ffinish and hit remove from device, it doesn't do that either
Submitted: 12 months ago.
Category: E-Readers
Expert:  Richard replied 12 months 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 12 months ago.
Nothing changed
Expert:  Richard replied 12 months ago.

Did the screen turn off when you did the instuctions I gave?