Troubleshooting If you own the Kindle WiFi AND have spontaneous resets, vote here. - Page 2

OtterBooks · 12-12-2010, 03:23 PM

When my K3 was in its cover, it would freeze/reboot both in sleep mode and while I was reading. Not even pressing buttons, just sitting there reading and boop, reboot. Happened multiple times per day. Kindle has been out of the case for several days now and not a single issue.

BuddyBoy · 12-12-2010, 06:54 PM

I have the WiFi+3G model and have been having regular resets ever since I got it last month. It's been in the hooked cover since about 5 minutes after I pulled it from the box. I'll take it out and see if the resets stop happening.

sirmaru · 12-12-2010, 07:38 PM

I've noticed some folks with the Kindle WiFi + 3G are also having problems with the original hard cover with the two hooks.

Thus, if you have the 3G model of the Kindle 3 and have the reset problem, vote here as well.

I believe Amazon is watching this poll since I gave them the IP address and the results could be important to help them solve this problem.

If you are having this problem, try switching to the Marware soft cover from Amazon and see if the problem is resolved. That's what I did.

Hopefully, once the problem is solved, maybe Amazon will send us all new hard covers with different types of hooks or a different method of attachment.

mldavis2 · 12-12-2010, 08:38 PM

Lovely .... I have two K3's, both with non-lighted covers. The second one is a Christmas present for the wife and won't be opened until after the 25th. In the meantime, I'm testing mine to see if turning the K3 completely off (not just sleep mode) will stop the freeze. When mine froze yesterday, it was completely locked up. I tried holding the switch to shut it off but it stayed frozen on the sleep mode screen-saver. Nothing I did would wake it up. Brought it home (I was travelling), plugged it into 110V and let it charge to full power, then it responded and I've used it for a couple of hours this evening. Next, it goes back into the cover turned OFF to see what happens. I'll report back. In checking the latches, nothing seems worn. Mine has only been in the cover maybe 6 times, so nothing is worn off or worn out and there is no visible sign of wear, paint flaking, etc. Time will tell, but $39 for a cover that doesn't work is a bit expensive, IMHO. I seem to have problems only when the cover is used for a period of time. When I installed it right after opening it to see how it fit, I had no problem, so it has something to do with time and/or pressure on the keypad.

BuddyBoy · 12-12-2010, 11:42 PM

I just got off the phone with Kindle support and the friendly young lady who helped me hadn't heard about the cover issue before, but once she started collecting data about the reboots, something prompted her to ask for the serial number on the cover. Turns out it's 6 tiny digits on the outside edge of the bottom curved hook.

It hasn't rebooted yet since it's been out of the cover. I realize now that the most frequent reboots were occurring when I was reading it with the cover folded back and the unit held aloft in my left hand, with my thumb pressing down on the Kindle about even with the lower curved hinge.

I think there actually may be something to this cover issue after all.

OtterBooks · 12-13-2010, 12:49 AM

I recently received a follow up email sent by customer service, which told me they are still working on the problem and:

"Please don't use the leather case."

mldavis2 · 12-13-2010, 08:00 AM

....continuing my experiment....

Last night, I put my K3 to bed by turning the unit OFF (i.e. sliding the power switch to the right until the screen went blank) before snapping it into the leather Kindle case. (My case does not have the light). No problems, and the K3 booted immediately back to the last position in the text this morning as quickly as if it had come from sleep mode. I have done this three times now for various lengths of time with no freeze issues. I will continue to test it in this way, but for now, I think the solution is to always turn the unit completely off (not just let it go into 'sleep' mode) when using the leather case.

The results of my 'testing' seem to initially confirm my thinking that there is either a contact issue between the metal latches on the cover with the internal circuitry of the K3; or that the stiffness of the leather cover, when closed, may press on the keypad with sufficient pressure that, although the K3 is in 'sleep' mode, the CPU is nevertheless receiving the equivalent of a stream of continued keypresses and spontaneously locks up.

I have never used the K3 while latched into the cover as it obstructs access to the page-turn keys, so I can't speak to spontaneous rebooting under those conditions.

So to repeat, for now, the solution for me is to turn the K3 off before using the cover.

sirmaru · 12-13-2010, 03:34 PM

Amazon called me and, even though my hooked cover is over the 60 day return window, they are emailing a label to me to return the cover for a full refund.

Thank you, Amazon.

PS: I referred them to this thread as well and their representative looked at it while on the phone with me.

tinmanic · 12-13-2010, 03:57 PM

I bought a Kindle 3rd generation 3G+WiFi about a month ago. A few days later I bought the unlighted cover. For the first few days that the Kindle was inside the cover, there were no problems, but then one day it didn't wake up when I slid the wake-up switch, and I had to do a full reboot. It happened several times that day. I also experienced some spontaneous rebooting. Then I'd go several days with no problems -- but then it would suddenly start having the same problems again.

The first customer service rep I spoke with at Amazon told me to upgrade to 3.0.3, but that didn't solve anything. So I contacted customer service again and explained the problem, and the first thing the rep said was, "Are you by any chance using the Amazon leather cover?" I said that I was, and she said that they'd been receiving a number of similar complaints and that they were tracking the issue.

She told me to stop using the cover and see if the problems continued. The next day she called me back to ask how things were going and I said that with the Kindle outside of the cover, I wasn't having any more problems. Because I was still within the 30-day window, she emailed me a return label so I can mail the cover back for a refund.

She told me that they're still tracking the issue internally and they haven't yet figured out how they're going to handle the problem generally. But Amazon clearly seems to know that there's a problem with the covers.

It's been five days with the Kindle outside of the cover, and so far I'm not having any more problems. I really need a new cover for this thing, though.

Since there seem to be plenty of people who are not having problems with the cover, I wonder if it's just a small number of them that have the problem, and if I ordered a new Amazon cover, it would be okay?

FF2 · 12-13-2010, 04:22 PM

A new cover ordered now would NOT be okay. I do not believe that they have actually figured out what the problem is nor have the had time to change manufacturing processes.

Go to a stationery store and find a looseleaf or other shell or binder to prevent scratches, etc until they fix the problem.

OtterBooks · 12-13-2010, 04:45 PM

I would be nice if they just came out with a non-hook version of that cover. I really like all other aspects of it.

mldavis2 · 12-13-2010, 05:19 PM

My K3 continues to function normally when turned off before using the cover. I am not planning on returning the cover since it is the single best protective device I've seen for the Kindle.

So my experience continues to be positive as long as the K3 is OFF anytime it is latched into the cover hooks.

Can some of the rest of you try confirming my experience by using the cover but turning your K3's off first?

dmalovic · 12-15-2010, 05:30 AM

Kindle 3 3G user, unlighted cover, intermittent problems caused by static discharge. Put the Kindle in the case inside a plastic bag and rub some to prove the effect. It's not a matter of buttons being pressed or whatnot. Amazon, hope you are reading this!

mldavis2 · 12-15-2010, 08:25 AM

Static electricity is a problem in the winter in dry weather, but spontaneous reboots and frozen K3's that occur when there is no immediate contact with static would seem to be a function of the cover hooks, not static electricity. If you hold the Kindle while walking around on a carpet, then static might be a suspect, or if you walk across the room and pick the Kindle up with a bare hand, you can discharge static. But I think the static 'test', while able to mess up the Kindle, nevertheless is not the cause of most problems listed here.

My problems have always occurred after the K3 was inserted into an unlighted cover using the hooks, allowing the K3 to go into sleep mode, and after returning to the device some short time later or the next day. So far, with my one K3 (one is still wrapped under the tree for Dec. 25th), the only failures have been under those conditions and never when the Kindle has been outside of the cover.

The reason I listed keypress is because there are only two variables that could cause my problem, both of which involve the unlighted cover: pressure from the stiff cover on the keys when the cover is held down by the elastic band, and contact with the metal hooks in the cover. If static were the problem, it would affect the unit more easily when the Kindle is outside of the cover and is being handled frequently within a dry atmosphere. This is not the case for my one K3. Some situations may be different, but I am having no problem with static.

dmalovic · 12-15-2010, 09:12 AM

There might as well be more than one problem. People have rubbed the cover against the fleece sweater and got trouble, for others freezes happen when they remove the device from a pocket/bag etc.

We also know that the problem is either less pronounced or most likely non existent for the people with the lighted case, that is almost identical in design. That leads me to conclude that it is not the depressing of the buttons, as the device should not even be reading them in sleep mode.

Some say we will get some sort of a solution on the 17th, so we need to give it two more days

.

View Poll Results: Own Kindle WiFi and have Spontaneous Resets:
Had spontaneous resets while using original hooked cover.	28	90.32%
Had spontaneous resets and did not use original hooked cover.	3	9.68%
Voters: 31. You may not vote on this poll

12-12-2010, 07:38 PM	#18
sirmaru Wizard Posts: 2,426 Karma: 6561538 Join Date: Nov 2007 Device: Kindle PW 2013, HDX 2013, Galaxy S5 2014	It looks like 3G model is also affected. I've noticed some folks with the Kindle WiFi + 3G are also having problems with the original hard cover with the two hooks. Thus, if you have the 3G model of the Kindle 3 and have the reset problem, vote here as well. I believe Amazon is watching this poll since I gave them the IP address and the results could be important to help them solve this problem. If you are having this problem, try switching to the Marware soft cover from Amazon and see if the problem is resolved. That's what I did. Hopefully, once the problem is solved, maybe Amazon will send us all new hard covers with different types of hooks or a different method of attachment. Last edited by sirmaru; 12-12-2010 at 07:53 PM.

12-13-2010, 03:34 PM	#23
sirmaru Wizard Posts: 2,426 Karma: 6561538 Join Date: Nov 2007 Device: Kindle PW 2013, HDX 2013, Galaxy S5 2014	Amazon came through ! Amazon called me and, even though my hooked cover is over the 60 day return window, they are emailing a label to me to return the cover for a full refund. Thank you, Amazon. PS: I referred them to this thread as well and their representative looked at it while on the phone with me.

12-15-2010, 08:25 AM	#29
mldavis2 Coffee Nut Posts: 410 Karma: 298350 Join Date: Oct 2010 Location: Missouri Device: Kindle 3; K4PC; Calibre	Static electricity is a problem in the winter in dry weather, but spontaneous reboots and frozen K3's that occur when there is no immediate contact with static would seem to be a function of the cover hooks, not static electricity. If you hold the Kindle while walking around on a carpet, then static might be a suspect, or if you walk across the room and pick the Kindle up with a bare hand, you can discharge static. But I think the static 'test', while able to mess up the Kindle, nevertheless is not the cause of most problems listed here. My problems have always occurred after the K3 was inserted into an unlighted cover using the hooks, allowing the K3 to go into sleep mode, and after returning to the device some short time later or the next day. So far, with my one K3 (one is still wrapped under the tree for Dec. 25th), the only failures have been under those conditions and never when the Kindle has been outside of the cover. The reason I listed keypress is because there are only two variables that could cause my problem, both of which involve the unlighted cover: pressure from the stiff cover on the keys when the cover is held down by the elastic band, and contact with the metal hooks in the cover. If static were the problem, it would affect the unit more easily when the Kindle is outside of the cover and is being handled frequently within a dry atmosphere. This is not the case for my one K3. Some situations may be different, but I am having no problem with static. Last edited by mldavis2; 12-15-2010 at 08:30 AM. Reason: Added comment

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12-12-2010, 03:23 PM	#16
OtterBooks Wizard Posts: 1,262 Karma: 2979086 Join Date: Nov 2010 Device: Kindle 4, iPad Mini/Retina	When my K3 was in its cover, it would freeze/reboot both in sleep mode and while I was reading. Not even pressing buttons, just sitting there reading and boop, reboot. Happened multiple times per day. Kindle has been out of the case for several days now and not a single issue.

12-12-2010, 06:54 PM	#17
BuddyBoy eBookin' Fool Posts: 310 Karma: 1008360 Join Date: Mar 2005 Location: Vancouver, BC Device: Kindle Paperwhite, KK, iPad (Ex Prs 505, 500, Reb1100-2150, Rocket)	I have the WiFi+3G model and have been having regular resets ever since I got it last month. It's been in the hooked cover since about 5 minutes after I pulled it from the box. I'll take it out and see if the resets stop happening.

12-12-2010, 08:38 PM	#19
mldavis2 Coffee Nut Posts: 410 Karma: 298350 Join Date: Oct 2010 Location: Missouri Device: Kindle 3; K4PC; Calibre	Lovely .... I have two K3's, both with non-lighted covers. The second one is a Christmas present for the wife and won't be opened until after the 25th. In the meantime, I'm testing mine to see if turning the K3 completely off (not just sleep mode) will stop the freeze. When mine froze yesterday, it was completely locked up. I tried holding the switch to shut it off but it stayed frozen on the sleep mode screen-saver. Nothing I did would wake it up. Brought it home (I was travelling), plugged it into 110V and let it charge to full power, then it responded and I've used it for a couple of hours this evening. Next, it goes back into the cover turned OFF to see what happens. I'll report back. In checking the latches, nothing seems worn. Mine has only been in the cover maybe 6 times, so nothing is worn off or worn out and there is no visible sign of wear, paint flaking, etc. Time will tell, but $39 for a cover that doesn't work is a bit expensive, IMHO. I seem to have problems only when the cover is used for a period of time. When I installed it right after opening it to see how it fit, I had no problem, so it has something to do with time and/or pressure on the keypad.

12-12-2010, 11:42 PM	#20
BuddyBoy eBookin' Fool Posts: 310 Karma: 1008360 Join Date: Mar 2005 Location: Vancouver, BC Device: Kindle Paperwhite, KK, iPad (Ex Prs 505, 500, Reb1100-2150, Rocket)	I just got off the phone with Kindle support and the friendly young lady who helped me hadn't heard about the cover issue before, but once she started collecting data about the reboots, something prompted her to ask for the serial number on the cover. Turns out it's 6 tiny digits on the outside edge of the bottom curved hook. It hasn't rebooted yet since it's been out of the cover. I realize now that the most frequent reboots were occurring when I was reading it with the cover folded back and the unit held aloft in my left hand, with my thumb pressing down on the Kindle about even with the lower curved hinge. I think there actually may be something to this cover issue after all.

12-13-2010, 12:49 AM	#21
OtterBooks Wizard Posts: 1,262 Karma: 2979086 Join Date: Nov 2010 Device: Kindle 4, iPad Mini/Retina	I recently received a follow up email sent by customer service, which told me they are still working on the problem and: "Please don't use the leather case."

12-13-2010, 08:00 AM	#22
mldavis2 Coffee Nut Posts: 410 Karma: 298350 Join Date: Oct 2010 Location: Missouri Device: Kindle 3; K4PC; Calibre	....continuing my experiment.... Last night, I put my K3 to bed by turning the unit OFF (i.e. sliding the power switch to the right until the screen went blank) before snapping it into the leather Kindle case. (My case does not have the light). No problems, and the K3 booted immediately back to the last position in the text this morning as quickly as if it had come from sleep mode. I have done this three times now for various lengths of time with no freeze issues. I will continue to test it in this way, but for now, I think the solution is to always turn the unit completely off (not just let it go into 'sleep' mode) when using the leather case. The results of my 'testing' seem to initially confirm my thinking that there is either a contact issue between the metal latches on the cover with the internal circuitry of the K3; or that the stiffness of the leather cover, when closed, may press on the keypad with sufficient pressure that, although the K3 is in 'sleep' mode, the CPU is nevertheless receiving the equivalent of a stream of continued keypresses and spontaneously locks up. I have never used the K3 while latched into the cover as it obstructs access to the page-turn keys, so I can't speak to spontaneous rebooting under those conditions. So to repeat, for now, the solution for me is to turn the K3 off before using the cover.

12-13-2010, 03:57 PM	#24
tinmanic Junior Member Posts: 2 Karma: 10 Join Date: Dec 2010 Device: Kindle 3	I bought a Kindle 3rd generation 3G+WiFi about a month ago. A few days later I bought the unlighted cover. For the first few days that the Kindle was inside the cover, there were no problems, but then one day it didn't wake up when I slid the wake-up switch, and I had to do a full reboot. It happened several times that day. I also experienced some spontaneous rebooting. Then I'd go several days with no problems -- but then it would suddenly start having the same problems again. The first customer service rep I spoke with at Amazon told me to upgrade to 3.0.3, but that didn't solve anything. So I contacted customer service again and explained the problem, and the first thing the rep said was, "Are you by any chance using the Amazon leather cover?" I said that I was, and she said that they'd been receiving a number of similar complaints and that they were tracking the issue. She told me to stop using the cover and see if the problems continued. The next day she called me back to ask how things were going and I said that with the Kindle outside of the cover, I wasn't having any more problems. Because I was still within the 30-day window, she emailed me a return label so I can mail the cover back for a refund. She told me that they're still tracking the issue internally and they haven't yet figured out how they're going to handle the problem generally. But Amazon clearly seems to know that there's a problem with the covers. It's been five days with the Kindle outside of the cover, and so far I'm not having any more problems. I really need a new cover for this thing, though. Since there seem to be plenty of people who are not having problems with the cover, I wonder if it's just a small number of them that have the problem, and if I ordered a new Amazon cover, it would be okay?

12-13-2010, 04:22 PM	#25
FF2 Wizard Posts: 1,105 Karma: 1025784 Join Date: Oct 2010 Device: WiFi Kindle3	A new cover ordered now would NOT be okay. I do not believe that they have actually figured out what the problem is nor have the had time to change manufacturing processes. Go to a stationery store and find a looseleaf or other shell or binder to prevent scratches, etc until they fix the problem.

12-13-2010, 04:45 PM	#26
OtterBooks Wizard Posts: 1,262 Karma: 2979086 Join Date: Nov 2010 Device: Kindle 4, iPad Mini/Retina	I would be nice if they just came out with a non-hook version of that cover. I really like all other aspects of it.

12-13-2010, 05:19 PM	#27
mldavis2 Coffee Nut Posts: 410 Karma: 298350 Join Date: Oct 2010 Location: Missouri Device: Kindle 3; K4PC; Calibre	My K3 continues to function normally when turned off before using the cover. I am not planning on returning the cover since it is the single best protective device I've seen for the Kindle. So my experience continues to be positive as long as the K3 is OFF anytime it is latched into the cover hooks. Can some of the rest of you try confirming my experience by using the cover but turning your K3's off first?

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12-15-2010, 05:30 AM	#28
dmalovic Member Posts: 20 Karma: 234 Join Date: Dec 2010 Device: Kindle 3	Kindle 3 3G user, unlighted cover, intermittent problems caused by static discharge. Put the Kindle in the case inside a plastic bag and rub some to prove the effect. It's not a matter of buttons being pressed or whatnot. Amazon, hope you are reading this!

12-15-2010, 09:12 AM	#30
dmalovic Member Posts: 20 Karma: 234 Join Date: Dec 2010 Device: Kindle 3	There might as well be more than one problem. People have rubbed the cover against the fleece sweater and got trouble, for others freezes happen when they remove the device from a pocket/bag etc. We also know that the problem is either less pronounced or most likely non existent for the people with the lighted case, that is almost identical in design. That leads me to conclude that it is not the depressing of the buttons, as the device should not even be reading them in sleep mode. Some say we will get some sort of a solution on the 17th, so we need to give it two more days .