Books purchased queued but not downloading

kenzo · 06-23-2015, 12:23 PM

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

cvkemp · 06-23-2015, 12:27 PM

Have you contacted Amazon support about this. Also you may need to restart the kindle device or app.

kenzo · 06-23-2015, 12:37 PM

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

cvkemp · 06-23-2015, 12:39 PM

Hopefully support will contact you soon.

eschwartz · 06-23-2015, 03:41 PM

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.

Edward_R · 06-24-2015, 02:16 PM

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.

eschwartz · 06-24-2015, 03:05 PM

That's happened for me too, but only when moving off of a network that had router-based filtering.

Notjohn · 06-25-2015, 02:28 PM

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.

eschwartz · 06-25-2015, 06:59 PM

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....

HarryT · 06-26-2015, 05:32 AM

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.

kenzo · 07-03-2015, 03:52 PM

Quote:

Originally Posted by HarryT

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....

cvkemp · 07-03-2015, 04:00 PM

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.

Ripplinger · 07-03-2015, 04:16 PM

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.

kenzo · 07-03-2015, 04:34 PM

Quote:

Originally Posted by cvkemp

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.

kenzo · 07-03-2015, 04:42 PM

Quote:

Originally Posted by Ripplinger

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....

06-23-2015, 12:23 PM	#1
kenzo Junior Member Posts: 7 Karma: 10 Join Date: Jun 2015 Device: Kindle Paperwhite	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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06-23-2015, 12:27 PM	#2
cvkemp Loving life Posts: 1,431 Karma: 7991496 Join Date: Mar 2009 Location: Hot Springs Village, Arkansas Device: PaperWhite 6 SE, Fire HD8	Have you contacted Amazon support about this. Also you may need to restart the kindle device or app.

06-23-2015, 12:37 PM	#3
kenzo Junior Member Posts: 7 Karma: 10 Join Date: Jun 2015 Device: Kindle Paperwhite	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

06-23-2015, 12:39 PM	#4
cvkemp Loving life Posts: 1,431 Karma: 7991496 Join Date: Mar 2009 Location: Hot Springs Village, Arkansas Device: PaperWhite 6 SE, Fire HD8	Hopefully support will contact you soon.

06-23-2015, 03:41 PM	#5
eschwartz Ex-Helpdesk Junkie Posts: 19,421 Karma: 85400180 Join Date: Nov 2012 Location: The Beaten Path, USA, Roundworld, This Side of Infinity Device: Kindle Touch fw5.3.7 (Wifi only)	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.

06-24-2015, 02:16 PM	#6
Edward_R Zealot Posts: 111 Karma: 516224 Join Date: May 2011 Location: Pacific Northwest (about 35 miles northeast of Seattle) Device: K3 / HP 10" Tablet (FBreader Installed)	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.

06-24-2015, 03:05 PM	#7
eschwartz Ex-Helpdesk Junkie Posts: 19,421 Karma: 85400180 Join Date: Nov 2012 Location: The Beaten Path, USA, Roundworld, This Side of Infinity Device: Kindle Touch fw5.3.7 (Wifi only)	That's happened for me too, but only when moving off of a network that had router-based filtering.

06-25-2015, 02:28 PM	#8
Notjohn mostly an observer Posts: 1,519 Karma: 996810 Join Date: Dec 2012 Device: Kindle	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.

06-25-2015, 06:59 PM	#9
eschwartz Ex-Helpdesk Junkie Posts: 19,421 Karma: 85400180 Join Date: Nov 2012 Location: The Beaten Path, USA, Roundworld, This Side of Infinity Device: Kindle Touch fw5.3.7 (Wifi only)	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....

06-26-2015, 05:32 AM	#10
HarryT eBook Enthusiast Posts: 85,560 Karma: 93980341 Join Date: Nov 2006 Location: UK Device: Kindle Oasis 2, iPad Pro 10.5", iPhone 6	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.

07-03-2015, 04:00 PM	#12
cvkemp Loving life Posts: 1,431 Karma: 7991496 Join Date: Mar 2009 Location: Hot Springs Village, Arkansas Device: PaperWhite 6 SE, Fire HD8	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.

07-03-2015, 04:16 PM	#13
Ripplinger 350 Hoarder Posts: 3,587 Karma: 8281267 Join Date: Dec 2010 Location: Midwest USA Device: Sony PRS-350, Kobo Glo & Glo HD, PW2	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.