Kindle Blank White Screen Issue Across Multiple Devices After Firmware Update

[edge13]

My Kindle is a first-generation Kindle Scribe released in 2022. Ever since I updated it to firmware version 5.19.3, the device has been going to a blank white screen after anywhere from a few minutes to around fifteen minutes of reading. Once this happens, I cannot bring up the toolbar, and the device becomes completely unresponsive. The only way to recover it is to force-restart it.

I have tried almost every possible solution, including deleting all sideloaded books, dictionaries, and documents, reinstalling the firmware, and performing a factory reset. None of these steps resolved the problem.

I contacted Amazon customer service, but they told me that my device was out of warranty and recommended that I trade it in for a new one. As a result, I purchased the latest Kindle Paperwhite Signature Edition in May. However, after the new device updated to the latest firmware, it developed exactly the same blank-screen problem. Amazon customer service then advised me to return it and cancel the trade-in.

Since then, Amazon has released firmware versions 5.19.5 and 5.19.6, but the problem still has not been fixed. I contacted Amazon again in early July. They gave me a ticket ID, but I have not received any follow-up since then. In an age when AI technology is advancing so rapidly, it is hard to believe that Amazon’s technical support and customer service could be this ineffective.

More recently, a friend gave me a 2024 11th-generation Kindle. After it updated to the latest firmware, it also began experiencing the same blank white screen issue.

I would like to know whether I am the only person experiencing this problem or whether it is fairly widespread. Is there currently any effective solution?

Thanks in advance.

[axu2]

What language are the books? Some recent comments seem to indicate it might be language related in the 5.19.6 thread.

https://www.mobileread.com/forums/sh...88&postcount=3

[edge13]

English, if I remember correctly, this issue has existed since firmware version 5.19.3—more than six months ago.

[Quoth]

Originally Posted by edge13

In an age when AI technology is advancing so rapidly, it is hard to believe that Amazon’s technical support and customer service could be this ineffective.

It's not advancing in a meaningful sense and is rubbish at customer support. There is a lot of misleading PR.

[cvkemp]

I have the latest PaperWhite SE and ColorSoft and have seen it several times. Normally with large ebooks all from Amazon.

[edge13]

Originally Posted by Quoth

It's not advancing in a meaningful sense and is rubbish at customer support. There is a lot of misleading PR.

Exactly. The problem isn’t just the lack of advancing; it’s Amazon’s refusal to properly resolve longstanding issues.

[edge13]

Originally Posted by cvkemp

I have the latest PaperWhite SE and ColorSoft and have seen it several times. Normally with large ebooks all from Amazon.

I’ve factory-reset both my 2022 Kindle Scribe and my newest Kindle, so neither device has any large e-books on it. There’s only one book, about 300 pages long. Every time I try to read it, the screen eventually goes completely white and blank. Sometimes it happens after four or five minutes, sometimes after about twenty, but it happens every single time.

[edge13]

BTW, I now have two different ticket IDs for the same issue, including one from July 7, but Amazon hasn’t followed up on either of them.