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Old 02-15-2018, 01:33 AM   #1
pete11
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Kindle Paperwhite - impossible to reset

Hi everyone have had a search and can't find any thread about this issue, and Amazon Support has been very unhelpful, so I'm posting here now as a last try.

Downloaded content started to randomly vanish from the kindle, I couldn't download new content, or delete already downloaded content. It's as if the kindle's memory has frozen in time and won't remember any changes.

Resetting does not work, and tried all the methods I could find by googling including manually deleting content via USB and wiping the kindle drive via USB. It is somehow strangely impervious to any attempts to reset it.

Whenever I content amazon I get hopeless staff who tell me to download and install the latest update. I do that, tell them it fails, and they say they will get back to me after checking with the technical support. They never get back to me, so when I contact again they repeat the whole script, and after 5 or 6 attempts I gave up contacting them. They even asked for the diagnostics files from my kindle then never replied after I sent the files over. Hopeless.

Please share any ideas you might have
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Old 02-15-2018, 01:43 AM   #2
HarryT
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Unfortunately, that sounds very much to me as if the Kindle's flash memory has failed. If that is so, there's no fix for it.
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Old 02-15-2018, 01:48 AM   #3
pete11
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Originally Posted by HarryT View Post
Unfortunately, that sounds very much to me as if the Kindle's flash memory has failed. If that is so, there's no fix for it.
Thanks for the reply. Do you have any idea what might have caused this?

I'm wondering if it's safe to get a new one. The price now is somehow more expensive than when I bought mine, and after only 2 years feel quite let down, and safer spending money on physical books.
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Old 02-15-2018, 01:53 AM   #4
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Just bad luck, unfortunately. It's not a common failure, but it does happen from time to time. It can happen to any device from any manufacturer. You would be monumentally unlucky to have it happen twice.
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Old 02-16-2018, 10:39 PM   #5
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Quote:
Originally Posted by pete11 View Post
Thanks for the reply. Do you have any idea what might have caused this?

I'm wondering if it's safe to get a new one. The price now is somehow more expensive than when I bought mine, and after only 2 years feel quite let down, and safer spending money on physical books.
''

All your books should still be stored on your amazon account. If its too expensive to get a new paperwhite try the 7" fire tablet or the basic kindle for now.
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Old 02-19-2018, 07:46 AM   #6
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There are discount from time to time, quite regularly. A recent second hand unit could be an option to consider, too.
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Old 02-25-2018, 05:11 PM   #7
Jooles999
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Had same problem.
This worked for me:
Assuming that you have a PC.
1) Create a blank file in Notepad titled DO_FACTORY_RESTORE
Remove the .txt extension from the file you created in File Explorer

2) Connect the Kindle to your computer using a USB cable.

3) Copy the file you created into the root directory (don't put into any folder) of your Kindle.


Do a reset of the Kindle by holding down on the power button (20 secs, not the short restart) till the Kindle restarts. It should (fingers crossed) perform a factory reset.

hope this worked. You will of course have to reconnect your kindle to your account and re download all books
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Old 09-20-2018, 06:33 AM   #8
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Quote:
Originally Posted by Jooles999 View Post
Had same problem.
This worked for me:
Assuming that you have a PC.
1) Create a blank file in Notepad titled DO_FACTORY_RESTORE
Remove the .txt extension from the file you created in File Explorer

2) Connect the Kindle to your computer using a USB cable.

3) Copy the file you created into the root directory (don't put into any folder) of your Kindle.


Do a reset of the Kindle by holding down on the power button (20 secs, not the short restart) till the Kindle restarts. It should (fingers crossed) perform a factory reset.

hope this worked. You will of course have to reconnect your kindle to your account and re download all books
***************
I did this very easily and the Kindle Restored to factory. If I look at the Kindle on my PC my books etc are gone and the RESTORE file is gone but the display stays stubbornly locked.
So the battery must be working. The reboot sequence worked. The memory must be working.
It is a stubborn little devil!
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Old 09-20-2018, 08:09 PM   #9
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Quote:
Originally Posted by ken205726 View Post
***************
I did this very easily and the Kindle Restored to factory. If I look at the Kindle on my PC my books etc are gone and the RESTORE file is gone but the display stays stubbornly locked.
So the battery must be working. The reboot sequence worked. The memory must be working.
It is a stubborn little devil!
That sounds very much like you have a cracked screen substrate. Whatever was on the screen last will remain and won't change. Usually you'll see at least some sort of diagonal line or distortion on the screen.
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