Troubleshooting Kindle screen has gone weird

Mike L · 03-10-2012, 12:19 PM

I've got a problelm with my Kindle.

I went to switch it on as usual. It displayed most of the page I was last reading - except for a small area (about 2 square cm) in the top right corner of the screen. This is still showing a fragment of the screen saver that was visible before I switched it on.

Whatever page or menu I now go to, I always see that same bit of Agatha Christie's head in the top-right corner. It's as if the pixels in that area have forgotten how to refresh themselves.

I have tried a full reboot, and also a factory reset, but it makes not difference.

I wonder if anyone else has seen this, or can throw any light on it.

This is a Kindle 2, and is about three years old, so obviously I can't get it fixed under warranty.

Thanks in advance.

Mike

TimW · 03-10-2012, 12:26 PM

Quote:

Originally Posted by Mike L

I've got a problelm with my Kindle.

I went to switch it on as usual. It displayed most of the page I was last reading - except for a small area (about 2 square cm) in the top right corner of the screen. This is still showing a fragment of the screen saver that was visible before I switched it on.

Whatever page or menu I now go to, I always see that same bit of Agatha Christie's head in the top-right corner. It's as if the pixels in that area have forgotten how to refresh themselves.

I have tried a full reboot, and also a factory reset, but it makes not difference.

I wonder if anyone else has seen this, or can throw any light on it.

This is a Kindle 2, and is about three years old, so obviously I can't get it fixed under warranty.

Thanks in advance.

Mike

It sounds like the glass substrate is cracked. If so, I'm sorry to say that it won't get any better.

DiapDealer · 03-10-2012, 12:32 PM

Even if it is a hardware/software failure of some kind rather than a broken substrate, the news wouldn't be any better. It's more than likely terminal, regardless. Sorry.

pidgeon92 · 03-10-2012, 06:14 PM

It does sound broken. Can you post a pic?

HarryT · 03-11-2012, 06:02 AM

Unfortunately, Mike, I have to agree with the previous posters that this sounds like a fractured screen substrate. Are you able to take a picture of the screen and upload it? That will tell us for sure.

Mike L · 03-11-2012, 06:54 AM

Thanks for all your replies. At least it's good to know that there's a consensus.

Here is a photo, as requested.

Click image for larger version

Name: kindle.jpg
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Size: 48.3 KB
ID: 83746

I'd be grateful for any further advice.

Mike

HarryT · 03-11-2012, 07:00 AM

I'm afraid that's an absolutely classic image of a fractured substrate. The fracture is the curved edge of the "frozen" area

. Sorry to be the bearer of bad tidings. Looks like it's time for a new Kindle?

RainingLemur · 03-11-2012, 09:45 PM

That looks terrible! Looks like it is definitely time for a new Kindle. Or, at the least, something that's not broken if something else comes along that suits you better.

Mike L · 03-12-2012, 05:37 AM

Thanks again, Harry, RainingLemur and others, for the diagnosis.

Actually, I'm not too upset. I've had the Kindle for three years, and have had good use from it. I'm happy to buy another one, especially as it means I'll have all the new features.

I wonder how I managed to damage the substrate. Pehaps I've not been handling the thing carefully enough.

Mike

Andy_T · 03-12-2012, 08:57 AM

Indeed. Unfortunately you are not alone with that problem, it can happen easily.

It is very easy to bend it and thus break the screen.
To be very honest, I think that the newer ones are even less stable (thinner housing).

It has to be said though, that Amazon normally is very good at replacing those when the damage happens early in the products life. Try to call the Amazon Kindle support, maybe they are able to offer you some option (e.g. a deal on a refurbished one), or you might get a used but unbroken Kindle 2 at a good price at eBay.

Best regards,
Andy

TimW · 03-12-2012, 10:12 AM

Quote:

Originally Posted by Mike L

Thanks again, Harry, RainingLemur and others, for the diagnosis.

Actually, I'm not too upset. I've had the Kindle for three years, and have had good use from it. I'm happy to buy another one, especially as it means I'll have all the new features.

I wonder how I managed to damage the substrate. Pehaps I've not been handling the thing carefully enough.

Mike

I had the same thing happen to my 18 month old Wi-Fi KK a few weeks ago. I'm not sure why mine cracked either. Mine was showing the dead screensaver with only a corner showing the actual screen. I declined the offer of the $65 refurb and finally decided to get a new 3G SO KK while they still had some new ones in stock. I'm very pleased with it.

HappyMartin · 03-12-2012, 03:13 PM

Funny how big a deal this used to be

Mike L · 03-13-2012, 10:57 AM

A quick update ....

Although I'm not too bothered about having to replace the Kindle, I thought I would talk to Kindle Support, as per Andy's suggestion.

When I pointed out that the Kindle was out of warranty, the helpful support guy said that they would be willing to replace it anyway, but not for free. There would be a charge, which would be less than the cost of buying a new one.

He said that someone would contact me within 24 hours to let me know how much the charge would be, at which point I could decide whether to go with it. That was yesterday.

Today, I received an email saying that my new Kindle was on its way, and would I return the old one within 30 days. Nothing about how much it would cost.

I'm not sure whether to believe it. I'll let you know what happens.

Mike

HarryT · 03-13-2012, 11:43 AM

Amazon's support is pretty amazing. They have a habit of doing things like this. Do let us know what arrives

.

abookreader · 03-13-2012, 11:47 AM

That's great news Mike.

Those glass screens are funny like that. I've knocked mine off the top of a refrigerator to a tile floor and had no damage at all ..... then one day I carefully set it on the table by the couch in it's cover and came back to see a broken screen. It's like the gremlins just decide when to attack or something.

03-10-2012, 12:19 PM	#1
Mike L Wizard Posts: 1,479 Karma: 3846231 Join Date: Apr 2009 Location: Edinburgh, Scotland Device: Kindle 3, Samsung Galaxy	Kindle screen has gone weird I've got a problelm with my Kindle. I went to switch it on as usual. It displayed most of the page I was last reading - except for a small area (about 2 square cm) in the top right corner of the screen. This is still showing a fragment of the screen saver that was visible before I switched it on. Whatever page or menu I now go to, I always see that same bit of Agatha Christie's head in the top-right corner. It's as if the pixels in that area have forgotten how to refresh themselves. I have tried a full reboot, and also a factory reset, but it makes not difference. I wonder if anyone else has seen this, or can throw any light on it. This is a Kindle 2, and is about three years old, so obviously I can't get it fixed under warranty. Thanks in advance. Mike

03-11-2012, 06:54 AM	#6
Mike L Wizard Posts: 1,479 Karma: 3846231 Join Date: Apr 2009 Location: Edinburgh, Scotland Device: Kindle 3, Samsung Galaxy	Thanks for all your replies. At least it's good to know that there's a consensus. Here is a photo, as requested. I'd be grateful for any further advice. Mike

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03-10-2012, 12:32 PM	#3
DiapDealer Grand Sorcerer Posts: 28,880 Karma: 207000000 Join Date: Jan 2010 Device: Nexus 7, Kindle Fire HD	Even if it is a hardware/software failure of some kind rather than a broken substrate, the news wouldn't be any better. It's more than likely terminal, regardless. Sorry.

03-10-2012, 06:14 PM	#4
pidgeon92 Wizard Posts: 3,144 Karma: 8426142 Join Date: Jun 2008 Location: Chicago, IL Device: Kindle PW2, Kindle Voyage, Kindle DXG, Boox M90, Kobo Aura HD	It does sound broken. Can you post a pic?

03-11-2012, 06:02 AM	#5
HarryT eBook Enthusiast Posts: 85,560 Karma: 93980341 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	Unfortunately, Mike, I have to agree with the previous posters that this sounds like a fractured screen substrate. Are you able to take a picture of the screen and upload it? That will tell us for sure.

03-11-2012, 07:00 AM	#7
HarryT eBook Enthusiast Posts: 85,560 Karma: 93980341 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	I'm afraid that's an absolutely classic image of a fractured substrate. The fracture is the curved edge of the "frozen" area . Sorry to be the bearer of bad tidings. Looks like it's time for a new Kindle?

03-11-2012, 09:45 PM	#8
RainingLemur Spork Connoisseur Posts: 2,355 Karma: 16780603 Join Date: Mar 2011 Device: Nook Color	That looks terrible! Looks like it is definitely time for a new Kindle. Or, at the least, something that's not broken if something else comes along that suits you better.

03-12-2012, 05:37 AM	#9
Mike L Wizard Posts: 1,479 Karma: 3846231 Join Date: Apr 2009 Location: Edinburgh, Scotland Device: Kindle 3, Samsung Galaxy	Thanks again, Harry, RainingLemur and others, for the diagnosis. Actually, I'm not too upset. I've had the Kindle for three years, and have had good use from it. I'm happy to buy another one, especially as it means I'll have all the new features. I wonder how I managed to damage the substrate. Pehaps I've not been handling the thing carefully enough. Mike

03-12-2012, 08:57 AM	#10
Andy_T Evangelist Posts: 431 Karma: 5121676 Join Date: Oct 2011 Location: Hannover, Germany Device: iPod touch, iPhone, iPad, Kindle KB, NT, Fire, PW II	Indeed. Unfortunately you are not alone with that problem, it can happen easily. It is very easy to bend it and thus break the screen. To be very honest, I think that the newer ones are even less stable (thinner housing). It has to be said though, that Amazon normally is very good at replacing those when the damage happens early in the products life. Try to call the Amazon Kindle support, maybe they are able to offer you some option (e.g. a deal on a refurbished one), or you might get a used but unbroken Kindle 2 at a good price at eBay. Best regards, Andy

03-12-2012, 03:13 PM	#12
HappyMartin Martin Kristiansen Posts: 1,546 Karma: 8480958 Join Date: Aug 2007 Location: Johannesburg Device: Kindle International Ipad 2	Funny how big a deal this used to be

03-13-2012, 10:57 AM	#13
Mike L Wizard Posts: 1,479 Karma: 3846231 Join Date: Apr 2009 Location: Edinburgh, Scotland Device: Kindle 3, Samsung Galaxy	A quick update .... Although I'm not too bothered about having to replace the Kindle, I thought I would talk to Kindle Support, as per Andy's suggestion. When I pointed out that the Kindle was out of warranty, the helpful support guy said that they would be willing to replace it anyway, but not for free. There would be a charge, which would be less than the cost of buying a new one. He said that someone would contact me within 24 hours to let me know how much the charge would be, at which point I could decide whether to go with it. That was yesterday. Today, I received an email saying that my new Kindle was on its way, and would I return the old one within 30 days. Nothing about how much it would cost. I'm not sure whether to believe it. I'll let you know what happens. Mike

03-13-2012, 11:43 AM	#14
HarryT eBook Enthusiast Posts: 85,560 Karma: 93980341 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	Amazon's support is pretty amazing. They have a habit of doing things like this. Do let us know what arrives .

03-13-2012, 11:47 AM	#15
abookreader Wizard Posts: 1,516 Karma: 2567610 Join Date: Oct 2009 Device: Kindles - Keyboard, Fire, 2-US, iPhone, iPAD	That's great news Mike. Those glass screens are funny like that. I've knocked mine off the top of a refrigerator to a tile floor and had no damage at all ..... then one day I carefully set it on the table by the couch in it's cover and came back to see a broken screen. It's like the gremlins just decide when to attack or something.