Troubleshooting Frozen Kindle Paperwhite 4 (newest model)

[C.S.]

My Kindle PW4 is stuck on the Kindle screen with the tree.

The Kindle mostly stays in the same place, so damage is unlikely.

What I've already tried:

- Pressing the power button for 40 seconds does nothing except dim and re-light the screen while charging light goes from green to flashing orange a few times. I've pressed it for less time, more time, while charging, while unplugged, with the cover closed, with the cover open, without the cover, etc.

- Charging it overnight didn't help (battery was at around 50% when this happened anyway).

- Hooking it up to a computer does nothing. The Kindle isn't recognized. (I only have a Chromebook, so that may be part of the issue.)

I'm not sure what else to do. The device is less than six months old. Needless to say, I'm despondent. I am hoping someone here will offer a solution I haven't tried.

If I do have to contact Amazon, is there a special e-mail or page to get a Kindle representative instead of just a general Amazon rep. (I'd like to avoid doing this over the phone if I can.)

Hopefully, if it comes to this, I can get a competent CSR who won't give me the runaround. If I end up having to get the Kindle replaced, I'll have to keep my fingers crossed that there won't be any screen or battery issues (both were perfect on my current device - until now).

Thanks for any advice or help you can give me.

[Josieb1]

You need to contact Amazon, and by phone. If you email them they will simply ask you to phone. Use the contact page and narrow down the options so you get to a kindle specialist.

[C.S.]

Originally Posted by Josieb1

You need to contact Amazon, and by phone. If you email them they will simply ask you to phone. Use the contact page and narrow down the options so you get to a kindle specialist.

I don't even see an e-mail option anymore. How do you access that?

I did a chat yesterday, but I indeed ended up having to call today. The one good thing is that the phone CSR today was able to see the chat from yesterday and see all the troubleshooting I already did, so a replacement Kindle is now on its way.

[Owl_]

https://www.ereader-palace.com/kindl...-on-solutions/

[93terp]

Originally Posted by Owl_

https://www.ereader-palace.com/kindl...-on-solutions/

I like how at the bottom, under Recommendations, the author advises against jailbreaking a Kindle, yet on the right hand side of the page, in the "Tricks" section, there's a link to Kindle jailbreaking....