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I have a kindle fire and need some help please. Not really…

Customer Question
Hello, I have a...

Hello, I have a kindle fire and need some help please

Technician's Assistant: How old is your Kindle Fire?

Not really sure,. maybe 3 years

Technician's Assistant: What have you tried so far with your Kindle Fire?

How can I tell

Technician's Assistant: The Android Technician will be able to walk you through that. Anything else you want the Android Expert to know before I connect you?

I am connected to wifi but cannot for some reason cannot use the internet

Submitted: 1 month ago.Category: E-Readers
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Answered in 5 minutes by:
3/22/2018
Electronics Technician: Richard, Customer Service replied 1 month ago
Richard
Richard, Customer Service
Category: E-Readers
Satisfied Customers: 44,732
Experience: Avid repairer and trouble shooter of E-Readers
Verified

Thank you for your question. My name is ***** ***** I look forward to assisting yu.

What exactly happens when you try to access the internet?

Please let me know

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Customer reply replied 1 month ago
when I go to settings xfinitywifi says connected, then the name of our WIFI name (Tesoro) says saved, and the signal strength is excellent. But when I try to shop on amazon or connect to Netflix it says, can't connect to Netflix or please check your internet connection.
Electronics Technician: Richard, Customer Service replied 1 month ago
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 and access the internet. Let me know the results please Thank you
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Customer reply replied 1 month ago
I am going to retry
Electronics Technician: Richard, Customer Service replied 1 month ago

Thank you

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Customer reply replied 1 month ago
It is not working
Electronics Technician: Richard, Customer Service replied 1 month ago

If you open the Silk browser, do you see any websites show?

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Customer reply replied 1 month ago
activate-canary.comcast.net
Customer reply replied 1 month ago
I guess not
Electronics Technician: Richard, Customer Service replied 1 month ago

go to the address

www.google.com

What do you then see?

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Customer reply replied 1 month ago
getting online is easy
Electronics Technician: Richard, Customer Service replied 1 month ago

so it is getting to the internet.

If you now try netflix what happens

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Customer reply replied 1 month ago
sorry, we could not reach the Netflix service, please try again later
Electronics Technician: Richard, Customer Service replied 1 month ago
  1. From the “Home” screen, open “Settings“.
  2. Choose “Apps & Games“.
  3. Select “Manage All Applications“.
  4. Swipe over to the right to show “All” apps.
  5. Select the netflix app, then select “Uninstall“.

Once done, restart the Kindle, install it again and tell me if it then works please

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Customer reply replied 1 month ago
how do I reinstall Netflix
Electronics Technician: Richard, Customer Service replied 1 month ago

Go to the app store, locate it and press it and install please

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Customer reply replied 1 month ago
amazon services are temporarily unreachable. please try again later, or connect to a different network
Electronics Technician: Richard, Customer Service replied 1 month ago

Go to settings, device info and tell me the firmware version and serial please

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Customer reply replied 1 month ago
serial number B089 0706 4412 0264
Fire HDX 8.9 4th Generation
Electronics Technician: Richard, Customer Service replied 1 month ago

Thanks and the Firmware version

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Customer reply replied 1 month ago
Richard, where can I find the firmware version
Customer reply replied 1 month ago
would I find this under device options
Electronics Technician: Richard, Customer Service replied 1 month ago
  1. Tap the Quick Settings icon, and then tap More.
  2. Tap Device.
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Electronics Technician: Richard, Customer Service replied 1 month ago

It is there.

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Customer reply replied 1 month ago
having trouble finding the quick settings icon, sorry.
Electronics Technician: Richard, Customer Service replied 1 month ago

This is when you slide from the top down

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Customer reply replied 1 month ago
where would I find more
Electronics Technician: Richard, Customer Service replied 1 month ago

It is on the same page you saw the serial number.

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Customer reply replied 1 month ago
it says device is running Fire OS 5.6.0.1 installed jan. 25. 2018
Customer reply replied 1 month ago
can't find the firmware
Electronics Technician: Richard, Customer Service replied 1 month ago

Ok, we need to do a reset of the Kindle Fire

This will remove all content and return it to new, this we cannot avoid but your books will be returned when you set it up again

To do the reset

Go to “Settings” > “Device Options” > “Reset to Factory Defaults” > “Reset

Once done, set it up again and tell me how it now functions please

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Customer reply replied 1 month ago
when I put in wifi home name and password ***** said authentication problem. If I put xfinity and password ***** is wifi is not secure
Electronics Technician: Richard, Customer Service replied 1 month ago

authentication problem means incorrect password, please be sure to get the correct password, usually labeled on the wifi router.

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Category: E-Readers
Satisfied Customers: 44,732
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Experience: Avid repairer and trouble shooter of E-Readers

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