Oasis won't download personal docs

sneakyspider · 05-06-2016, 08:51 PM

I have a Kindle Oasis that won't download personal documents from the cloud. Amazon bought books will, though. I've tried restarting, and factory restoring the device, but it didn't change anything. Sometimes the document I'm trying to download will say "download complete," but it will never appear among the downloaded files. Is there a solution to my problem?

knc1 · 05-06-2016, 09:05 PM

Quote:

Originally Posted by sneakyspider

I have a Kindle Oasis that won't download personal documents from the cloud. Amazon bought books will, though. I've tried restarting, and factory restoring the device, but it didn't change anything. Sometimes the document I'm trying to download will say "download complete," but it will never appear among the downloaded files. Is there a solution to my problem?

How did these documents get on/in the cloud?
Did you use the 'e-mail to Kindle' service?

= = = =

We don't have much information on this device (yet).
You may have to contact Amazon Customer Service on this one.
Let us know what they say (maybe they don't support personal documents on their cloud any longer).

shalym · 05-06-2016, 09:18 PM

Quote:

Originally Posted by knc1

How did these documents get on/in the cloud?
Did you use the 'e-mail to Kindle' service?

= = = =

We don't have much information on this device (yet).
You may have to contact Amazon Customer Service on this one.
Let us know what they say (maybe they don't support personal documents on their cloud any longer).

Personal docs in the cloud are definitely supported. I just finished reading one today, and downloaded a new one to start right afterwards.

To address the OP's question, are you sure that you have the Kindle set to show "All Items" instead of just "Books"?

Shari

sneakyspider · 05-07-2016, 11:27 AM

It's definitely set to show all items, because I uploaded some personal documents through USB and they showed up. As far as how I uploaded these documents to the cloud, some of them were sent by sending to the kindle email, others through the send to kindle program. I tried contacting Amazon, and they weren't able to help. Today I started trying to download personal documents again and I was able to download quite a few, but after I downloaded a collection it seemed like it caused them to stop again, and I'm not sure why.

shalym · 05-08-2016, 10:25 AM

Quote:

Originally Posted by sneakyspider

It's definitely set to show all items, because I uploaded some personal documents through USB and they showed up. As far as how I uploaded these documents to the cloud, some of them were sent by sending to the kindle email, others through the send to kindle program. I tried contacting Amazon, and they weren't able to help. Today I started trying to download personal documents again and I was able to download quite a few, but after I downloaded a collection it seemed like it caused them to stop again, and I'm not sure why.

This may sound like a stupid question, but the personal documents aren't *in* the collection, are they?

Shari

sneakyspider · 05-24-2016, 09:34 AM

Yes, they were but I'm starting to realize that it doesn't have anything to do with the collections. The docs won't download, but I've noticed that sometimes when I hook the kindle up to the computer, I will see a folder with the name of the doc I was trying to download, and inside that will contain a file with the extension ".ebook." The file never shows up on the device itself, though. Also, I never have any issues downloading a personal doc to a kindle fire no matter the docs age.

knc1 · 05-24-2016, 09:53 AM

@sneakyspider:
This forum is mostly used by people desiring to make quick progress on solving their problems.

If you can only visit here once every three weeks, let us know now.
That way we can use our time to help other people with their problems until you return.

Some people have recently objected to our rapid response as placing an unreasonable demand on the questioner.
Please let us know if that is the situation you find yourself in.

(We can slow-play answers as well as any paid-support contract firm can.

)

sneakyspider · 05-24-2016, 10:18 AM

I'm sorry. I've only been "away" recently because I'm trying to work out the issue with Amazon, and they haven't been of much help. I keep having to write back to them. I didn't mean to be away so long, but my problem doesn't appear to have a quick fix.

knc1 · 05-24-2016, 10:44 AM

Quote:

Originally Posted by sneakyspider

I'm sorry. I've only been "away" recently because I'm trying to work out the issue with Amazon, and they haven't been of much help. I keep having to write back to them. I didn't mean to be away so long, but my problem doesn't appear to have a quick fix.

Thanks for letting us know.

Since very little information has been posted here on the Oasis - -
Let's start at the start -
What firmware version is your device running?

And since Oasis isn't (yet) in our chart (and KindleTool):
https://wiki.mobileread.com/wiki/Kindle_Serial_Numbers
Would you give us that information please.
(first six characters of serial number, country of purchase, Wifi?, 3G?)

Then try to catch us up a bit -
What things has Amazon had you try (and fail) as the solution?

sneakyspider · 05-24-2016, 11:26 AM

1. I think it's on the latest firmware, 5.7.4.

2. First six characters are: G0B0 GC

Country of purchase is U.S.

The device is wifi enabled only.

3. As far as what Amazon has had me do to try to fix the problem, they've asked a bunch of questions first, had me send docs by the manage my content page, through email, and had me try downloading from the device itself. We established that my oldest document wouldn't download - it was from 2012, but the newest would, although I haven't yet established how recent a document must be for me to be able to download it. Amazon has had me restart it, deregister it and then restart, and checked that my account was set to enable doc archiving, which it was. I have found through personal investigation that the problem applies to all of my e ink kindles, but not the kindle fires, and that it happens whether I use 3G or wifi. I don't know at exactly what date the problem started, but it is a very recent problem, and it wasn't this way at the beginning of the year.

knc1 · 05-24-2016, 01:05 PM

How many of your Kindles are registered?

Can a document uploaded by #7 be downloaded by #70?
Can a document uploaded by #70 be downloaded by #7?
(Or similar sort of test - an 'older' and a 'newer' on either the upload or download side - I.E: 2 tests).

sneakyspider · 05-24-2016, 02:27 PM

Almost all are registered, except a few. A document "uploaded" (I assume you mean sent to a particular kindles email?), can be downloaded on any device. I haven't tried every single kindle, but I have tested a kindle belonging to each separate model I have. (I have several KT2, but I haven't tested each one.)

knc1 · 05-24-2016, 02:45 PM

Quote:

Originally Posted by sneakyspider

- - - -
A document "uploaded" (I assume you mean sent to a particular kindles email?), can be downloaded on any device.
- - - -

So what is the problem again?

- - - -

Or are you not including the Oasis in: "any device" ?

sneakyspider · 05-24-2016, 04:05 PM

Sorry I was being unclear. The problem is that the older documents I have will not download on any e ink device, Oasis included, however any documents sent to the cloud within recent months will download on any device. I'm trying to return the ability to download older docs.

knc1 · 05-24-2016, 04:49 PM

Quote:

Originally Posted by sneakyspider

Sorry I was being unclear. The problem is that the older documents I have will not download on any e ink device, Oasis included, however any documents sent to the cloud within recent months will download on any device. I'm trying to return the ability to download older docs.

Now that is a different problem.

No other difference in how the documents got unto the cloud?
Only age?

05-06-2016, 08:51 PM	#1
sneakyspider Ereader Addicts Anonymous Posts: 329 Karma: 1071692 Join Date: Oct 2012 Location: USA, FL. Device: (2)KO2, PW7thGen., KT2, iPadMini1	Oasis won't download personal docs I have a Kindle Oasis that won't download personal documents from the cloud. Amazon bought books will, though. I've tried restarting, and factory restoring the device, but it didn't change anything. Sometimes the document I'm trying to download will say "download complete," but it will never appear among the downloaded files. Is there a solution to my problem?

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05-07-2016, 11:27 AM	#4
sneakyspider Ereader Addicts Anonymous Posts: 329 Karma: 1071692 Join Date: Oct 2012 Location: USA, FL. Device: (2)KO2, PW7thGen., KT2, iPadMini1	It's definitely set to show all items, because I uploaded some personal documents through USB and they showed up. As far as how I uploaded these documents to the cloud, some of them were sent by sending to the kindle email, others through the send to kindle program. I tried contacting Amazon, and they weren't able to help. Today I started trying to download personal documents again and I was able to download quite a few, but after I downloaded a collection it seemed like it caused them to stop again, and I'm not sure why.

05-24-2016, 09:34 AM	#6
sneakyspider Ereader Addicts Anonymous Posts: 329 Karma: 1071692 Join Date: Oct 2012 Location: USA, FL. Device: (2)KO2, PW7thGen., KT2, iPadMini1	Yes, they were but I'm starting to realize that it doesn't have anything to do with the collections. The docs won't download, but I've noticed that sometimes when I hook the kindle up to the computer, I will see a folder with the name of the doc I was trying to download, and inside that will contain a file with the extension ".ebook." The file never shows up on the device itself, though. Also, I never have any issues downloading a personal doc to a kindle fire no matter the docs age.

05-24-2016, 09:53 AM	#7
knc1 Going Viral Posts: 17,212 Karma: 18210809 Join Date: Feb 2012 Location: Central Texas Device: No K1, PW2, KV, KOA	@sneakyspider: This forum is mostly used by people desiring to make quick progress on solving their problems. If you can only visit here once every three weeks, let us know now. That way we can use our time to help other people with their problems until you return. Some people have recently objected to our rapid response as placing an unreasonable demand on the questioner. Please let us know if that is the situation you find yourself in. (We can slow-play answers as well as any paid-support contract firm can. )

05-24-2016, 10:18 AM	#8
sneakyspider Ereader Addicts Anonymous Posts: 329 Karma: 1071692 Join Date: Oct 2012 Location: USA, FL. Device: (2)KO2, PW7thGen., KT2, iPadMini1	I'm sorry. I've only been "away" recently because I'm trying to work out the issue with Amazon, and they haven't been of much help. I keep having to write back to them. I didn't mean to be away so long, but my problem doesn't appear to have a quick fix.

05-24-2016, 11:26 AM	#10
sneakyspider Ereader Addicts Anonymous Posts: 329 Karma: 1071692 Join Date: Oct 2012 Location: USA, FL. Device: (2)KO2, PW7thGen., KT2, iPadMini1	1. I think it's on the latest firmware, 5.7.4. 2. First six characters are: G0B0 GC Country of purchase is U.S. The device is wifi enabled only. 3. As far as what Amazon has had me do to try to fix the problem, they've asked a bunch of questions first, had me send docs by the manage my content page, through email, and had me try downloading from the device itself. We established that my oldest document wouldn't download - it was from 2012, but the newest would, although I haven't yet established how recent a document must be for me to be able to download it. Amazon has had me restart it, deregister it and then restart, and checked that my account was set to enable doc archiving, which it was. I have found through personal investigation that the problem applies to all of my e ink kindles, but not the kindle fires, and that it happens whether I use 3G or wifi. I don't know at exactly what date the problem started, but it is a very recent problem, and it wasn't this way at the beginning of the year.

05-24-2016, 01:05 PM	#11
knc1 Going Viral Posts: 17,212 Karma: 18210809 Join Date: Feb 2012 Location: Central Texas Device: No K1, PW2, KV, KOA	How many of your Kindles are registered? Can a document uploaded by #7 be downloaded by #70? Can a document uploaded by #70 be downloaded by #7? (Or similar sort of test - an 'older' and a 'newer' on either the upload or download side - I.E: 2 tests).

05-24-2016, 02:27 PM	#12
sneakyspider Ereader Addicts Anonymous Posts: 329 Karma: 1071692 Join Date: Oct 2012 Location: USA, FL. Device: (2)KO2, PW7thGen., KT2, iPadMini1	Almost all are registered, except a few. A document "uploaded" (I assume you mean sent to a particular kindles email?), can be downloaded on any device. I haven't tried every single kindle, but I have tested a kindle belonging to each separate model I have. (I have several KT2, but I haven't tested each one.)

05-24-2016, 04:05 PM	#14
sneakyspider Ereader Addicts Anonymous Posts: 329 Karma: 1071692 Join Date: Oct 2012 Location: USA, FL. Device: (2)KO2, PW7thGen., KT2, iPadMini1	Sorry I was being unclear. The problem is that the older documents I have will not download on any e ink device, Oasis included, however any documents sent to the cloud within recent months will download on any device. I'm trying to return the ability to download older docs.