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Old 06-23-2015, 11:23 AM   #1
kenzo
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Books purchased queued but not downloading

Hi,
can anyone help,my wife purchased 4 or 5 books on the 21st June, these show in her Kindle as queued but do not download,if you tap on a title it just asks if you want to cancel the download,we seem to have tried every conceivable way of trying to sort this problem including re-delivering books from her account to the device. Is the Kindle faulty or is it amazons web site?..any advice would be appreciated.

Thank You
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Old 06-23-2015, 11:27 AM   #2
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Have you contacted Amazon support about this. Also you may need to restart the kindle device or app.
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Old 06-23-2015, 11:37 AM   #3
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Hi,
Thanks for responding.
Yes have emailed customer support today still waiting for them to respond, yes have restarted device several times and disconnected and reconnected wifi etc etc
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Old 06-23-2015, 11:39 AM   #4
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Hopefully support will contact you soon.
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Old 06-23-2015, 02:41 PM   #5
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Occasionally I get random connection problems. For instance, right now a book will download but the cover thumbnail won't -- no matter what I do.

In a few hours it will then slyly pretend nothing ever happened.
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Old 06-24-2015, 01:16 PM   #6
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Silly question, but have you tried a different Wi-Fi connection? I had a similar issue in that I could shop at home but not d/l, and ended up figuring out it was a issue with my home Wi-Fi when I found I could d/l from work.
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Old 06-24-2015, 02:05 PM   #7
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That's happened for me too, but only when moving off of a network that had router-based filtering.
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Old 06-25-2015, 01:28 PM   #8
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Presumably you have a computer? You can go to Your Account > Manage Your Content and Devices (is that a suggestive offer or not?) and download the books to your computer. Then you can sideload them to the Kindle by a USB cord.
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Old 06-25-2015, 05:59 PM   #9
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Downloading manually through the website is a method of last resort. The device is supposed to be able to handle it itself, and therefore we want it to....
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Old 06-26-2015, 04:32 AM   #10
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The original poster needs to start responding to peoples' questions if he wants to get any help. It's no use asking a question and then ignoring the responses.
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Old 07-03-2015, 02:52 PM   #11
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Quote:
Originally Posted by HarryT View Post
The original poster needs to start responding to peoples' questions if he wants to get any help. It's no use asking a question and then ignoring the responses.
sorry,have not a moment to check in, thanks to all those who have responded,situation still not resolved,spent sometime with amazon which included re-setting kindle to factory settings, eventually they gave up and have sent us a new kindle, however, this has not solved the problem, cant download anything from the cloud, they just sit there stating their queued, have tried multiple and one book at a time...also bizarrely wont connect to kindle store..it is connected with excellent signal to wifi....
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Old 07-03-2015, 03:00 PM   #12
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Do you happen to have a Firewall on the wifi that could be blocking the download. Have you tried to download from a public wifi hotspot or another wifi some where else.
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Old 07-03-2015, 03:16 PM   #13
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I'm assuming this is on your home network. Do you possibly have a whitelist set up for the router/modem and you need to add the new MAC address for the new Kindle? I have a whitelist for my setup and since I so rarely add new devices, totally forgot about it once and spent hours trying to connect a Kobo to it (and failing miserably until I checked more settings and remembered the whitelist). Definitely one of those days for me.
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Old 07-03-2015, 03:34 PM   #14
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Originally Posted by cvkemp View Post
Do you happen to have a Firewall on the wifi that could be blocking the download. Have you tried to download from a public wifi hotspot or another wifi some where else.
Hi, no there is no firewall blocking the download, have downloaded over 500 books with no problem up to this point, no settings on the router or devices have been changed. I have not tried to download from a different network yet.
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Old 07-03-2015, 03:42 PM   #15
kenzo
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Originally Posted by Ripplinger View Post
I'm assuming this is on your home network. Do you possibly have a whitelist set up for the router/modem and you need to add the new MAC address for the new Kindle? I have a whitelist for my setup and since I so rarely add new devices, totally forgot about it once and spent hours trying to connect a Kobo to it (and failing miserably until I checked more settings and remembered the whitelist). Definitely one of those days for me.
Hi,yes is a home network, there is no whitelist. As I've said have downloaded many books up until this point, it's definitely connected and I can see all books in the cloud,they just wont download..just queue....
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