Does anyone else have this problem?

[Swisstony]

Hi, I just wanted to post an issue I have with my Kindle that hasn't as yet been solved. I just wondered if anyone else has the same issue. Below is the original comments I made on the Amazon help forum. I was then contacted and spent 90 minutes online with a nice chap trying to solve the problem, unfortunately without success.

This has now been ongoing for 4 weeks, and this morning a technician (Not the one dealing with my problem) responded saying "In this case, I suggest you to do factory reset the Kindle device and then try updating the software manually on your Kindle device". At this point I admit to sending a slightly sarcastic response, which wont do any good but made me feel better.

I have more recently sent them Log Files on more than one occasion, however they never tell me what help they have been.

[cerem0ny]

Huh? What is the problem?

[Swisstony]

Sorry When I pasted the message I forgot this bit. This is the message I sent to Kindle Support.

Last week my Kindle (5th Generation) decided to 'Have a moment' and would have appeared to have reset itself to a previous version as I can no longer download books.
So, I followed the instructions for updating (currently 4.1.1) doing 4.1.2 first. The Kindle said "Update successful" however, the version number still say's 4.1.1. I loaded both version updates 4.1.2 & 4.1.3 on the Kindle (not in a folder) and tried that, again the Kindle said "Update successful" but again, the Kindle restarts and the version is still 4.1.1.
If I press "Sync & Check for Items" it says "Your Kindle is unable to connect at this time."
Am I doing something wrong?

[Dusky Rose]

Have you checked to make sure you don't have duplicate files on your Kindle when you go to upgrade?

http://www.amazon.com/gp/help/custom...deId=201177310

And the only thing I can suggest for not connecting is that sometimes I have to reset my Voyage in order to get it to connect to my Wifi. And to make sure you don't have any parental controls, or Airplane mode, turned on.

[Swisstony]

Hi Dusky Rose, thanks for the reply.

Yes, all that has been tried. I have even tried a different laptop.

I have now not heard from them for 7 days, although they state:

Although we endeavour to complete our research within 2 to 3 business days, sometimes it may take slightly longer.

It's not looking good

[JazzyJeff]

Originally Posted by Swisstony

At this point I admit to sending a slightly sarcastic response, which wont do any good but made me feel better.

I used to work customer service in a call center. Whenever someone was mean or sarcastic I always gave them the run around. That makes us feel better

[solitarywolf]

Originally Posted by Swisstony

Last week my Kindle (5th Generation) decided to 'Have a moment' and would have appeared to have reset itself to a previous version as I can no longer download books.

If I press "Sync & Check for Items" it says "Your Kindle is unable to connect at this time."
Am I doing something wrong?

I don't know if I have the whole story... but several weeks (maybe a month or so ago) Amazon announced that if you had a certain aged Kindle that on a specific date, if you don't update, you will not be able to download via wi-fi until you do a specific update manually by connecting your Kindle to your computer and do the manual updates from their site.

Could this be the problem you are experiencing? If so, there is a fix on their site for this.

[rashkae]

At the risk of receiving sarcastic replies (feel free to fire away, I can take most anything,).. have you tried that already? Have you done a factory reset, *then* try updating the firwmare?

[cerem0ny]

Originally Posted by solitarywolf

I don't know if I have the whole story... but several weeks (maybe a month or so ago) Amazon announced that if you had a certain aged Kindle that on a specific date, if you don't update, you will not be able to download via wi-fi until you do a specific update manually by connecting your Kindle to your computer and do the manual updates from their site.

Could this be the problem you are experiencing? If so, there is a fix on their site for this.

This is your problem

[Swisstony]

I spent 90 minutes with a technician online. I can assure you I have tried ALL those things and some.

Today I had another random message from my ongoing 'problem' asking me to send Log Files........AGAIN! I have sent them Log Files 4 times now.

====================================

As an aside, here is a copy of the most comprehensive approach, and yes, you guessed it, it didn't work.

With regarding the issue about your Kindle software update, As the Kindle's current software version is Kindle 4.1.1 (1813030025) hence first update to 4.1.2 and after updating to 4.1.2 then update to 4.1.3.

Please visit the following link to download the .bin file for the software update. http://www.amazon.com/gp/help/custom...deId=200774090

​Make sure that the name of the .bin file is correct else it may give an error while trying to update the software of the Kindle. Check the file name. Make sure the file does not have extra characters at the end (for example, (1), .2.

Is there any extra characters on name of the .bin file. Please remove all the previous download software files from your computer and re-download it again using the above link.

Once downloaded fresh 4.1.2 software bin file from website please follow the below steps to update the software:

1. Copy the software from system to device and eject safely.
2. Now just check whether "Update Your Kindle" option is active on the device. (Don't select "Update Your Kindle" Option in this case).
3.If it's active, then simply "restart" the device from Menu to trigger software update process.
4. After completed the restart please try to update your Kindle.

* From Home, press the Menu button, and then select Settings.
* Press the Menu button, and then select Update Your Kindle.
* Select OK to perform the update. Your Kindle will restart twice during the update. After the first update, you will see Your Kindle is Updating.

Once the update is complete, your Kindle will automatically restart.

If you're still experiencing problems with your device software update, please send us the log files on your Kindle using the below steps.

1. Select "Search" from the Home screen Menu.
2. Type ";dma" (without quotation marks) into the search field. You can find the semi colon by selecting the "&!#" tab on the virtual keyboard on Kindle.
3. Use the 5 way controller to select "Enter".
4. Connect your Kindle to your computer using the USB cable and open the “Documents” folder on your Kindle.
5. Copy the three files from the Kindle Documents folder; these files start with:
*all_networking_logs_as_of
*all_system_logs_as_of
*all_wpa_supplicant_logs_as_of

Reply to this e-mail and include the logs as an attachment.

The total size of the attachment(s) must be less than 6 MB. You will need to send separate e-mails if the size of multiple files exceeds 6 MB.