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I received a kindle paperwhite, brand new, years ago and…

Customer Question
I received a kindle...

I received a kindle paperwhite, brand new, years ago and never used it. Now I've charged the battery and am in the process of registering it to my Amazon account. The same message keeps popping up on the screen - "Unable to connect. There was an error while registering your kindle. Please try again later." I've done this several times with no success. Please help.

Technician's Assistant: Just to clarify, what's the exact make and model of your machine?

I don't know. Where do I look?

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

It has a 2012 copyright on the paper that came with it.

Technician's Assistant: Anything else you want the E-reader Expert to know before I connect you?

No It has CE0700 on the back

Submitted: 5 months ago.Category: E-Readers
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Answered in 6 minutes by:
11/21/2017
Electronics Technician: Randy Boman, Technician replied 5 months ago
Randy Boman
Randy Boman, Technician
Category: E-Readers
Satisfied Customers: 10,397
Experience: E-Reader Technician
Verified

Hi ,

My name is***** am sorry to hear that you are having this issue.

I will be glad to assist you with this.

My goal is to give you the best experience possible!

The reason for the unable to connect error is usually due to the kindle firmware being out of date. You will need to update the kindle firmware using a computer. I can give you the steps to do this or if you want i can connect to your computer and do it for you.

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Customer reply replied 5 months ago
Please give me the steps to do it
Customer reply replied 5 months ago
I found the model number
DP 758D1
Electronics Technician: Randy Boman, Technician replied 5 months ago

okay, let me know the firmware/software version please>

  1. From Home, tap the Menu icon, and then tap Settings.
  2. From Settings, tap the Menu icon, and then tap Device Info.
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Customer reply replied 5 months ago
Where is the home button
Electronics Technician: Randy Boman, Technician replied 5 months ago

start from the home screen, then tap menu icon.

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Customer reply replied 5 months ago
There is no home screen. I’m stuck on a screen that says “Register Your Kindle “
Customer reply replied 5 months ago
I can’t get out of it.
Electronics Technician: Randy Boman, Technician replied 5 months ago

okay, press and hold the power button for 20 seconds.

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Customer reply replied 5 months ago
I just did
Electronics Technician: Randy Boman, Technician replied 5 months ago

do you see the three lines at the top of the screen for the menu?

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Customer reply replied 5 months ago
On settings the option closest to what you said is Device Options. When I tap that it gives me the options- device passcode, device time or language & dictionary
Electronics Technician: Randy Boman, Technician replied 5 months ago

the version should be under device info.

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Customer reply replied 5 months ago
There is no device info. This isn’t helping. May I please have a refund of my $5 deposit
Electronics Technician: Randy Boman, Technician replied 5 months ago

view this image>

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Customer reply replied 5 months ago
What image?
Electronics Technician: Randy Boman, Technician replied 5 months ago

click on the blue link please.

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Customer reply replied 5 months ago
I found it. what specifically should i tell you from the image
Electronics Technician: Randy Boman, Technician replied 5 months ago

does your screen look like that minus the device info?

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Customer reply replied 5 months ago
I found the device info. what do you need from it.
Electronics Technician: Randy Boman, Technician replied 5 months ago

firmware version.

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Customer reply replied 5 months ago
Kindle 5.4.2(###) ###-####
Electronics Technician: Randy Boman, Technician replied 5 months ago

okay, you will need to update to the 5.6.1.1. version.

Click the link below to download the software update to your computer:

Download Software Update 5.6.1.1

Then follow these steps>

  1. Transfer the software update file to your Kindle device:
    1. Turn your Kindle on and connect it to your computer using the USB cable.
    2. Drag and drop the new update file from your computer onto the Kindle drive.

    Note: Do not drop the file into one of the folders within the Kindle drive.

  2. Monitor file transfer and disconnect:
    1. After the file has transferred successfully, eject the Kindle to safely disconnect your Kindle from your computer.
    2. Disconnect the USB cable from your Kindle and your computer.
  3. Start the software update:
    1. From Home, tap the Menu icon, and then tap Settings.
    2. Tap the Menu icon, and then tap Update Your Kindle. This option will be grayed out if the most recent update has already been installed or if the file transfer was not successful.
    3. Tap OK to perform the update. You will see Your Kindle Is Updating.
    Once the update is complete, your Kindle will automatically restart.
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Electronics Technician: Randy Boman, Technician replied 5 months ago

let me know how it goes please.

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Customer reply replied 5 months ago
the update your file command is gray . i dont know what went wrong. i've tried to transfer the file twice now.
I'm now going to download it for the third time.
Customer reply replied 5 months ago
I have been unsuccesful for the third time. Please help or refund me the $5
Customer reply replied 5 months ago
I make minimum wage and it takes me half a day to make $48 dollars. I can't afford to call you.
Electronics Technician: Randy Boman, Technician replied 5 months ago

when you drag the download to the kindle drive be sure it doesnt go into a folder in the kindle, drag it straight to the kindle drive.

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Customer reply replied 5 months ago
there are no folders in my kindle it's brand new. i just drag it to the kindle icon it didnt work
Electronics Technician: Randy Boman, Technician replied 5 months ago

drag it to the kindle drive in windows explorer.

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Customer reply replied 5 months ago
i dont have windows explorer. i have a mac
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