Troubleshooting K3 Freeze, won't reset, and sending it back is not an option. helpp~ - Page 3

desertblues · 12-04-2010, 02:56 PM

Pushka · 12-04-2010, 04:45 PM

Quote:

Originally Posted by fyrogenesis

Good to me, yes but here it's weird because i did not send to them any invoice/receipt of the shipping. they seems to just take my word for it, and believe me, the shipping cost is not cheap.

thanks for anyone here for the help and advices!

Amazon don't need the invoice as they can see by the serial number of the device what you have and therefore if appropriate, simply immediately process the exchange.

They also refunded me more than the cost of actual shipping without a receipt, was yours for $35? Mine was.
Glad you took the plunge and rang them.

staceyb · 12-10-2010, 08:36 AM

I have had numerous calls with Amazon - troubleshooted, updated software, and have received two Kindle replacements. Despite all of that, I continued to have the freezing problems that everyone has mentioned above until I stopped using the Kindle cover. It has been over a week and I have not had the Kindle freeze even one time. Not sure why Amazon is not telling me to try this??

FF2 · 12-10-2010, 10:17 AM

Quote:

Originally Posted by staceyb

I have had numerous calls with Amazon - troubleshooted, updated software, and have received two Kindle replacements. Despite all of that, I continued to have the freezing problems that everyone has mentioned above until I stopped using the Kindle cover. It has been over a week and I have not had the Kindle freeze even one time. Not sure why Amazon is not telling me to try this??

I have read in the last few days, that Amazom MAY be realizing that the UNlighted case seems to cause the problem. Maybe they will fully accept that after they get some cases back or maybe it is the case and SOME k3's. So they will probably have to experiment a bit. Glad you solved your problem. I've been using the lighted case for 2 months with light on/off and no particular issue (knocking on wood)

RexGalore · 12-10-2010, 11:15 AM

Quote:

Originally Posted by staceyb

I have had numerous calls with Amazon - troubleshooted, updated software, and have received two Kindle replacements. Despite all of that, I continued to have the freezing problems that everyone has mentioned above until I stopped using the Kindle cover. It has been over a week and I have not had the Kindle freeze even one time. Not sure why Amazon is not telling me to try this??

I had the same problem (posted about it on page 1 of this thread). I got a new Kindle and it kept freezing. Some part of me whispered "maybe it's the case", since I knew the ports it connects to has some serial connections in them. Called support again and told about the problem and my suspicion, she admitted that they'd had some problems with those covers. Got a full refund for the case.
Want a new one but I'm scared of buying that one again. But I don't like the straps that most cases use...

speedlever · 12-10-2010, 12:56 PM

Have there been any reports of K3 freezes with the lighted case? I don't recall seeing any... but I've only been around here a short time.

OtterBooks · 12-11-2010, 10:57 AM

Quote:

I have had numerous calls with Amazon - troubleshooted, updated software, and have received two Kindle replacements. Despite all of that, I continued to have the freezing problems that everyone has mentioned above until I stopped using the Kindle cover. It has been over a week and I have not had the Kindle freeze even one time. Not sure why Amazon is not telling me to try this??

That's odd that you had that experience with them, because I'm having the same experience and the first time I contacted the customer service rep, remove the cover is the first thing he told me to do. He also told me to wait (without stating why, other than he was forwarding the issue to their technical department), to Dec 17th specifically, which leads to my armchair speculation:

-Minuscule production-line variances in the Kindle caused the internal components of some units to be ever-so-slightly different in such a way as the hook's contact/pressure causes the reboots/freezes. Or possibly the slight variance was in the hooks/covers themselves.

-Amazon is in a position where they need to decide to either change the cover's mechanism or replace the Kindles. The waiting is due to them figuring out the logistics of the solution, and/or giving them time to produce suitably altered replacements either for the cover (if they can), or replacement Kindle units certified to not interact poorly with the covers, rather than just blindly sending out replacements from their current stock.

In the meantime I issued an RMA for a refund for my cover, since it's only a couple weeks old. I like the cover, so if they can fix the issue (either with the cover or the Kindle) I will re-purchase it (maybe), because I haven't found any other cover I feel is superior per my criteria.

desertblues · 12-11-2010, 11:28 AM

I always advise people to call Amazoncustomerservice twice when having a problem. Although always friendly, the quality of knowledge of the Amazonhelpdesk differs.

FF2 · 12-11-2010, 01:10 PM

Otterbooks (almost called you Otterbox):

I believe that the case is probably the flawed component. Somehow/somewhere there are internal circuits or wires that were not properly insulated or terminated and come in contact with each other. Once the paint/vinyl I hear is on the hooks wears off, a short occurs. That is my speculation.

azzywazzy · 12-11-2010, 03:04 PM

Quote:

Originally Posted by OtterBooks

He also told me to wait (without stating why, other than he was forwarding the issue to their technical department), to Dec 17th specifically, which leads to my armchair speculation:

-Minuscule production-line variances in the Kindle caused the internal components of some units to be ever-so-slightly different in such a way as the hook's contact/pressure causes the reboots/freezes. Or possibly the slight variance was in the hooks/covers themselves.

-Amazon is in a position where they need to decide to either change the cover's mechanism or replace the Kindles. The waiting is due to them figuring out the logistics of the solution, and/or giving them time to produce suitably altered replacements either for the cover (if they can), or replacement Kindle units certified to not interact poorly with the covers, rather than just blindly sending out replacements from their current stock.

In the meantime I issued an RMA for a refund for my cover, since it's only a couple weeks old. I like the cover, so if they can fix the issue (either with the cover or the Kindle) I will re-purchase it (maybe), because I haven't found any other cover I feel is superior per my criteria.

I agree with this - I called Amazon today to ask about my case, as my Kindle has had various freezing issues that I've reported to them previously. They're sending me out a new case (I wanted a refund, but never mind) to see if this does the trick - they suspect there may have been a batch of cases that cause the problems. They'll then follow up with me at a later date to see if it works or not - if it does, they'll send new covers out to other people who I'm guessing are also in a hold scenario.

I doubt very much if the new case will fix things... surely we've all had issues with different colours of case, so chances are they're all from different batches - but I guess we'll see.

Personally, I'd rather get a refund and get a case that doesn't use the hinges, just to be sure. Having random shut-downs when I open the case, that lose my place in the book I'm reading, kinda makes the Kindle hard to use!

OtterBooks · 12-11-2010, 03:25 PM

Quote:

Originally Posted by FF2

Otterbooks (almost called you Otterbox):

I believe that the case is probably the flawed component. Somehow/somewhere there are internal circuits or wires that were not properly insulated or terminated and come in contact with each other. Once the paint/vinyl I hear is on the hooks wears off, a short occurs. That is my speculation.

Indeed that could be it. Curious how they handle it.

I'm just side stepping the ordeal for now and getting a different case.

sirmaru · 12-11-2010, 06:14 PM

Please vote here if you are having the reboot problem:

https://www.mobileread.com/forums/sho...d.php?t=110682

Momsmax · 12-14-2010, 04:59 PM

I've had the same freezing problems and Kindle not returning to my last reading page so often that I'm about to receive the 5th Kindle3 that Amazon has replaced since Sept. Yesterday, I read a stream of reviews where the consensus was that the unlighted case is the culprit. Apparently, some cases come with metal hooks and the top hook comes to a little point that actually hits some of the wiring you can see inside the Kindle. Take the case off, and viola! No more freezes, and everything works perfectly. The reviewers also mentioned (several of them) that they had lightly filed off the very tip of the top hook allowing the Kindle to still hook onto the case, but the hook then is not long enough to reach the wiring. Once filed down, they had no more troubles with their Kindle3. Try your Kindle3 WITHOUT the case for a week or so and see if your troubles go away. If so, then try filing down that top hook (maybe 1/16th or less of an inch). Actually, if your hook is metal, you will probably notice where the paint has been scratched off the very tip of that hook. That's the part you want to file down.
Good luck!

mldavis2 · 12-14-2010, 11:15 PM

My K3 works just fine without the cover. What I've been doing, successfully, is to turn the K3 off, using the power switch until the screen is blank, then and only then, install my unlighted case. With the power off, turning the K3 back on takes about as long as a normal power-up from sleep mode, but only after removing it from the case.

On my K3, when it froze up prior to recognizing the cover problem, I plugged it into the 110V wall outlet until it was completely recharged (green LED at the switch). It then functioned normally and has ever since.

There is either a contact problem with internal wiring (mentioned elsewhere) or the possibility that the hard case presses on one or more keys which sends a repeated keypress signal to the CPU (even in sleep mode) which locks up the CPU. Turn the K3 OFF, then use the cover. Remove the K3 from the cover, then turn it on. This should get you by until the cover problem is solved.

12-11-2010, 06:14 PM	#42
sirmaru Wizard Posts: 2,426 Karma: 6561538 Join Date: Nov 2007 Device: Kindle PW 2013, HDX 2013, Galaxy S5 2014	Reboot poll Please vote here if you are having the reboot problem: https://www.mobileread.com/forums/sho...d.php?t=110682

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12-04-2010, 02:56 PM	#31
desertblues Home for the moment Posts: 5,127 Karma: 27718936 Join Date: Jan 2009 Location: travelling Device: various

12-10-2010, 08:36 AM	#33
staceyb Junior Member Posts: 2 Karma: 10 Join Date: Dec 2010 Device: Kindle	I have had numerous calls with Amazon - troubleshooted, updated software, and have received two Kindle replacements. Despite all of that, I continued to have the freezing problems that everyone has mentioned above until I stopped using the Kindle cover. It has been over a week and I have not had the Kindle freeze even one time. Not sure why Amazon is not telling me to try this??

12-10-2010, 12:56 PM	#36
speedlever Fanatic Posts: 592 Karma: 138200 Join Date: Nov 2010 Location: NC, USA Device: PW2014, PW2012, iPad Pro	Have there been any reports of K3 freezes with the lighted case? I don't recall seeing any... but I've only been around here a short time.

12-11-2010, 11:28 AM	#38
desertblues Home for the moment Posts: 5,127 Karma: 27718936 Join Date: Jan 2009 Location: travelling Device: various	I always advise people to call Amazoncustomerservice twice when having a problem. Although always friendly, the quality of knowledge of the Amazonhelpdesk differs.

12-11-2010, 01:10 PM	#39
FF2 Wizard Posts: 1,105 Karma: 1025784 Join Date: Oct 2010 Device: WiFi Kindle3	Otterbooks (almost called you Otterbox): I believe that the case is probably the flawed component. Somehow/somewhere there are internal circuits or wires that were not properly insulated or terminated and come in contact with each other. Once the paint/vinyl I hear is on the hooks wears off, a short occurs. That is my speculation.

12-14-2010, 04:59 PM	#43
Momsmax Junior Member Posts: 1 Karma: 10 Join Date: Dec 2010 Device: Kindle3	I've had the same freezing problems and Kindle not returning to my last reading page so often that I'm about to receive the 5th Kindle3 that Amazon has replaced since Sept. Yesterday, I read a stream of reviews where the consensus was that the unlighted case is the culprit. Apparently, some cases come with metal hooks and the top hook comes to a little point that actually hits some of the wiring you can see inside the Kindle. Take the case off, and viola! No more freezes, and everything works perfectly. The reviewers also mentioned (several of them) that they had lightly filed off the very tip of the top hook allowing the Kindle to still hook onto the case, but the hook then is not long enough to reach the wiring. Once filed down, they had no more troubles with their Kindle3. Try your Kindle3 WITHOUT the case for a week or so and see if your troubles go away. If so, then try filing down that top hook (maybe 1/16th or less of an inch). Actually, if your hook is metal, you will probably notice where the paint has been scratched off the very tip of that hook. That's the part you want to file down. Good luck!

12-14-2010, 11:15 PM	#44
mldavis2 Coffee Nut Posts: 410 Karma: 298350 Join Date: Oct 2010 Location: Missouri Device: Kindle 3; K4PC; Calibre	My K3 works just fine without the cover. What I've been doing, successfully, is to turn the K3 off, using the power switch until the screen is blank, then and only then, install my unlighted case. With the power off, turning the K3 back on takes about as long as a normal power-up from sleep mode, but only after removing it from the case. On my K3, when it froze up prior to recognizing the cover problem, I plugged it into the 110V wall outlet until it was completely recharged (green LED at the switch). It then functioned normally and has ever since. There is either a contact problem with internal wiring (mentioned elsewhere) or the possibility that the hard case presses on one or more keys which sends a repeated keypress signal to the CPU (even in sleep mode) which locks up the CPU. Turn the K3 OFF, then use the cover. Remove the K3 from the cover, then turn it on. This should get you by until the cover problem is solved.

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