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Nathan, Engineer
Category: Consumer Electronics
Satisfied Customers: 24538
Experience:  Managing Director at Pollinate Group LLC
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My Kindle is no longer connecting to the store. I have only

Customer Question

My Kindle is no longer connecting to the store. I have only used the 3g for the last 3 years and do not have wireless. It has always stayed connected untill 3 days ago. Help
Submitted: 10 months ago.
Category: Consumer Electronics
Expert:  Nathan replied 10 months ago.

Hi, I'm Nathan.
Sorry to hear that you're having trouble with this but I'll do my best to help you.

Expert:  Nathan replied 10 months ago.

Which model kindle do you have?

Have you ever updated its software?

Customer: replied 10 months ago.
Kindle Paper White
Customer: replied 10 months ago.
Its connection has always been 3 G. Its network capability has always been Wi-FI or 3g. Have never had a problem before with the 3g connection and I Don't have wireless.
Expert:  Nathan replied 10 months ago.

Thanks for confirming.

3g connectivity has actually been discontinued in most areas, however even if it is in service for your area and model, it will not function until the kindle software is updated, which is a manual process.

Can you go into the kindle menu under settings, then About/device (you may need to go to the home menu first, then to settings button again) and tell me what you see as the current Software Version on the kindle?

Customer: replied 10 months ago.
I found devise info, is that what you need?
Customer: replied 10 months ago.
Firmware Version: Kindle 5.6.5(###) ###-####
Customer: replied 10 months ago.
Automatic updates
Expert:  Nathan replied 10 months ago.

Yes that is what I needed, thank you,

Expert:  Nathan replied 10 months ago.

That version is actually quite out of date,

back in march amazon sent out alerts to all kindle users that their devices needed a new form of update to stay compatible, and it appears yours was not updated back then, and has now lost compatibility at this point.

So you will have to manually update it now to make it work again.


to download the latest version,

you'll need to plug the kindle into your computer via the usb cable, then manually drag/drop or copy/paste the update file into the kindle "drive" on your computer.

This should restore functionality for you.

Best regards,


Expert:  Nathan replied 9 months ago.


Expert:  Nathan replied 9 months ago.

Do you need more help with this?