Books purchased queued but not downloading

[chopperbobby]

Originally Posted by shalym

If there's a bug in the paperwhite, it certainly isn't affecting the large majority of the population. My daughter and I just sat in my dining room today and downloaded about 10 books to my Paperwhite for her to borrow for a couple of weeks. Most of the books downloaded were purchased a while ago, but one was purchased on Thursday of last week and one was purchased today.

I'm sorry that you're having problems...have you tried doing a factory reset? If you just got the Paperwhite recently it shouldn't have much on it.

Shari

Thank you for the reply.
When I was on chat with Amazon tech support they tried everything to fix it, but nothing worked.
I also have a Kindle Fire, and it works fine as do all of the other devices in my home.
I see that other folks in this forum have had my problem, but there is no solution in here as I was hoping there would be.
Anyway, I'm contacting Amazon Monday morning demanding a solution.
I'll post here with what happens.
Bob

[shalym]

Originally Posted by chopperbobby

Thank you for the reply.
When I was on chat with Amazon tech support they tried everything to fix it, but nothing worked.
I also have a Kindle Fire, and it works fine as do all of the other devices in my home.
I see that other folks in this forum have had my problem, but there is no solution in here as I was hoping there would be.
Anyway, I'm contacting Amazon Monday morning demanding a solution.
I'll post here with what happens.
Bob

If you just got the Paperwhite, isn't it still under warranty? Have they offered to replace it?

Shari

[chopperbobby]

Originally Posted by shalym

If you just got the Paperwhite, isn't it still under warranty? Have they offered to replace it?

Shari

They have not gotten that far, but I'm going to find out Monday.
Thanks for the reply.
Bob

[shalym]

Originally Posted by chopperbobby

They have not gotten that far, but I'm going to find out Monday.
Thanks for the reply.
Bob

Have you tried rebooting your router?

Shari

[chopperbobby]

Originally Posted by AvidReader1737

This has nothing to do with WiFi or home networks. Amazon is aware of this issue with the Kindle Paperwhite but currently has no solution to fix it. I have the exact same issue, and after months of issues with downloading I finally contacted Amazon when it took DAYS to download 6 books. I was instructed to do a factory reset which didn't fix anything, but instead eliminated all notes, highlights, and words/vocabulary builder, and now 150 books were not syncing. I insisted that the customer service rep will figure out a way to restore my almost 1000 words in my vocabulary builder, which he eventually resolved to do. Amazon had to update all my books in my library and push them out to my device and I was told once a solution will be found my device was on the priority list to be updated. Since my 1-year warranty is almost up I requested to be sent an email that today's 2 hour phone call didn't resolve the issue.

I agree with you. When I spent about three hours with Amazon tech support without any solution they told me that they would contact me in a "few" days.
I will contact them Monday.
Thanks,
Bob

[shalym]

Originally Posted by chopperbobby

I agree with you. When I spent about three hours with Amazon tech support without any solution they told me that they would contact me in a "few" days.
I will contact them Monday.
Thanks,
Bob

You realize that the post you quoted is 2 years old, right? The poster also never came back to follow up, so we don't have any idea whether or how his issue was resolved.

Shari

[chopperbobby]

Originally Posted by shalym

You realize that the post you quoted is 2 years old, right? The poster also never came back to follow up, so we don't have any idea whether or how his issue was resolved.

Shari

Yes. I am aware of the age of the post, but it was the only one I could find in my internet search, but I did get some replies.
Bob

[BZee2]

Originally Posted by chopperbobby

I bought a Paperwhite this week, and I'm having the same problem as you are.
I spent about 3 hours chatting with several Amazon techs, and they could not fix it. They promised to contact me in a few days.
There have been suggestions that the WiFi be modified, but we should not have to do that. I have four WiFi connected devices in my home, and they all work. My Fire works just fine.
I suspect that Amazon knows there is a bug in it, but they won't admit it.
Anyway, I'm waiting for Amazon to contact me.
Bob

Contact Kindle Tech support rather than Amazon Tech support.

[chopperbobby]

Originally Posted by BZee2

Contact Kindle Tech support rather than Amazon Tech support.

That didn't even cross my mind. Good idea.
Thank you.
Bob

[chopperbobby]

Originally Posted by chopperbobby

Thank you for the reply.
When I was on chat with Amazon tech support they tried everything to fix it, but nothing worked.
I also have a Kindle Fire, and it works fine as do all of the other devices in my home.
I see that other folks in this forum have had my problem, but there is no solution in here as I was hoping there would be.
Anyway, I'm contacting Amazon Monday morning demanding a solution.
I'll post here with what happens.
Bob

This morning Amazon had me update my software. I had done that already last Thursday with them.
After the update my Paper White started working properly.
Go figure.
Bob

[AvidReader1737]

Originally Posted by kenzo

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

I've encountered the not downloading troubles two years ago and when I finally reached out to Amazon my warranty was almost up. Amazon techs did multiple resets, made me change WiFi settings, and insisted it was WiFi related. I was supposed to get a call back a few days later, which came in the form of a voicemail where a tech commented that my Kindle seems to be fine and it was determined (not sure by whom?) it had to be WiFi related. After 5 more frustrating phone calls I was allowed to get a new Kindle which had the same hiccup (on different Wi-Fis not just at home). The download issue was resolved when Amazon updated all their Kindle software.

However, downloading problems still come and go and I suspect that it might have to do with some of Amazon's book or format updates that they push out. When books don't download I use the PC Kindle app, download the books there and copy/paste them onto the Kindle. It's a nuisance but calling Amazon every time and wasting an hour or two with tech support never accomplished anything.

[IsraeliReader]

Originally Posted by IsraeliReader

My devices and I took an intercontinental trip to New York City, and suddenly I was able to download books there. I haven't tried it since I got back, but I hope it's fixed now.

As I mentioned, my Kindle Paperwhite would not not download at home (and neither would the Kindle software on my Android tablet), but it did download in NYC. When I got home again (Israel), they didn't download once again. This really did sound like a Wifi problem, so I restarted my routers and extenders several times. Eventually the problem went away.
I can't say that I am sure the resets were the solution. Maybe. I haven't had the problem for over 6 months.

[chopperbobby]

Originally Posted by AvidReader1737

I've encountered the not downloading troubles two years ago and when I finally reached out to Amazon my warranty was almost up. Amazon techs did multiple resets, made me change WiFi settings, and insisted it was WiFi related. I was supposed to get a call back a few days later, which came in the form of a voicemail where a tech commented that my Kindle seems to be fine and it was determined (not sure by whom?) it had to be WiFi related. After 5 more frustrating phone calls I was allowed to get a new Kindle which had the same hiccup (on different Wi-Fis not just at home). The download issue was resolved when Amazon updated all their Kindle software.

However, downloading problems still come and go and I suspect that it might have to do with some of Amazon's book or format updates that they push out. When books don't download I use the PC Kindle app, download the books there and copy/paste them onto the Kindle. It's a nuisance but calling Amazon every time and wasting an hour or two with tech support never accomplished anything.

When I first had this problem I worked with Amazon tech support one time for about an hour. We were unable to fix the problem. The tech said that they would contact me in a "few" days with more trouble shooting options.
I didn't wait for their reply. I contacted them again the next day. The first thing the tech did was to have me update the firmware. That fixed it.
Go figure.
Bob

[chopperbobby]

Originally Posted by IsraeliReader

As I mentioned, my Kindle Paperwhite would not not download at home (and neither would the Kindle software on my Android tablet), but it did download in NYC. When I got home again (Israel), they didn't download once again. This really did sound like a Wifi problem, so I restarted my routers and extenders several times. Eventually the problem went away.
I can't say that I am sure the resets were the solution. Maybe. I haven't had the problem for over 6 months.

Who can say exactly what happens at any given time?
These machines seem to have a mind of their own.
Bob