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My mother's Kindle 7 has frozen. It will not allow her

Customer Question
My mother's Kindle 7...

My mother's Kindle 7 has frozen. It will not allow her access to her account

Technician's Assistant: When did you last charge your Kindle?

Two days ago. It has not allowed her in since yesterday morning. Is there a telephone number that I can call.

Technician's Assistant: Have you tried a force reboot (pressing and holding the power button for a minute)?

It keeps saying h.d.r. recommended, then it says H.d.r not recommended. And it won't turn off.

Submitted: 4 months ago.Category: E-Readers
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Answered in 5 minutes by:
3/22/2018
Electronics Technician: Richard, Customer Service replied 4 months ago
Richard
Richard, Customer Service
Category: E-Readers
Satisfied Customers: 47,537
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 Kindle.

Let me know the results please

Thank you

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Customer reply replied 4 months ago
It will not shut down.
Customer reply replied 4 months ago
No please walk me through this
Electronics Technician: Richard, Customer Service replied 4 months ago

Hold the power button for up to 5 minutes, make sure it is held to the off position.

Does it then power off?

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Customer reply replied 4 months ago
I managed to shut down her kindle. It is powering up now
Electronics Technician: Richard, Customer Service replied 4 months ago

ok, let me know how it performs now please

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Customer reply replied 4 months ago
It is saying Joan Labrecque, double tap.to switch profile. It won't let me enter her Pass code
Electronics Technician: Richard, Customer Service replied 4 months ago

It wont accept the code or it does not respond when you type it in?

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Customer reply replied 4 months ago
It won't bring up the key pad to enter pass code.
Electronics Technician: Richard, Customer Service replied 4 months ago

give it a few minutes to load, then try please

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Customer reply replied 4 months ago
It keeps asking if I want to shut down my Fire? Then Says cancel and done
Electronics Technician: Richard, Customer Service replied 4 months ago

ok, choose done please

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Customer reply replied 4 months ago
The device is voice talking. It isn't responding to my commands. I got it to shutdown and it is rebooting now
Customer reply replied 4 months ago
We are going to take it to STAPLES AND LET them try to fix it. Thank you
Electronics Technician: Richard, Customer Service replied 4 months ago

You are welcome and thank you for allowing me to help you today. My goal is to give you the best experience possible! I hope I have earned a 5 star rating! Please remember to rate my service by selecting the 5 stars at the top of the screen then submit before you leave today. If you need more assistance, please use the reply box and let me know.

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