Troubleshooting Kindle Paperwhite PW2 screen unresponsive, how to factory reset?

robodelfy · 11-28-2017, 02:32 AM

Hi

My kindle paperwhite has just frozen for some reason. I have tried soft resetting over and over, but no part of the screen works.

How can I try a factory reset if touching the screen doesnt work? Ive been googling for ages!

Thanks

IFixKindles · 11-28-2017, 07:32 AM

On your computer create an empty text file and remove the ending of the file name so it simply says DO_FACTORY_RESTORE
Connect your kindle to the computer and transfer this file to the kindle. Don't place into any folders on the kindle.
Disconnect the kindle. Then press and hold power 30-40 seconds so it reboots. As it reboots it will perform a factory reset.

robodelfy · 11-28-2017, 07:55 PM

After posting I found a thread that said that, so i tried it, and it did factory reset but then the screen still didnt work. I couldnt select a language! A shame as I thought it would work.

Any idas what would be the next step? Taking it apart?

Thanks

Cinisajoy · 11-28-2017, 09:08 PM

Buy a new one.

robodelfy · 11-28-2017, 09:36 PM

There is no hope of fixing it? Im fairly handy with electronics

Cinisajoy · 11-28-2017, 09:56 PM

Quote:

Originally Posted by robodelfy

There is no hope of fixing it? Im fairly handy with electronics

You can try serial port.

robodelfy · 11-28-2017, 10:05 PM

Could you explain more, what do you mean?

Cinisajoy · 11-28-2017, 10:30 PM

Quote:

Originally Posted by robodelfy

Could you explain more, what do you mean?

Try charging it on a wall charger for a minimum of 24 hours. Sometimes that works.
If that fails follow that link and ask in that sub-forum.

Go here:
https://www.mobileread.com/forums/sh...d.php?t=267541

Otherwise I don't know what good opening it would do.

redhen · 07-10-2019, 01:26 AM

Quote:

Originally Posted by robodelfy

After posting I found a thread that said that, so i tried it, and it did factory reset but then the screen still didnt work. I couldnt select a language! A shame as I thought it would work.

Any idas what would be the next step? Taking it apart?

Thanks

I have the exact problem. Have you found a solution yet short of buying a new one?

kwadz · 08-25-2019, 12:26 AM

Same problem with my PW2. I was able to force the factory reset by creating the file via a USB connection to my PC, but I'm also stuck on the languages screen since my touchscreen is unresponsive as well. I bought mine on Prime Day, just over a month ago, so Amazon is telling me that I have to send it back for warranty service and they'll determine what to do from there. This is really scaring me that it's a common problem and may recur on a replacement device! Anyone know anything more about it?

redhen · 09-16-2019, 08:43 AM

After I have replaced my non-responsive Kindle PW in July the exact problem came back on my new Kindle. This time I asked for a refund and will unlikely to use Kindle again. I am now looking for a new new E-Reader. Anyone can recommend one that is like the PW? TIA.
I was so hopeful that the new replacement that I bought recently would give me no problem but it is like get strike by lightening twice at the same spot!

11-28-2017, 02:32 AM	#1
robodelfy Junior Member Posts: 4 Karma: 10 Join Date: Nov 2017 Device: kindle paperwhite pw2	Kindle Paperwhite PW2 screen unresponsive, how to factory reset? Hi My kindle paperwhite has just frozen for some reason. I have tried soft resetting over and over, but no part of the screen works. How can I try a factory reset if touching the screen doesnt work? Ive been googling for ages! Thanks

08-25-2019, 12:26 AM	#10
kwadz Junior Member Posts: 1 Karma: 10 Join Date: Aug 2019 Device: Kindle Paperwhite 2	Same problem Same problem with my PW2. I was able to force the factory reset by creating the file via a USB connection to my PC, but I'm also stuck on the languages screen since my touchscreen is unresponsive as well. I bought mine on Prime Day, just over a month ago, so Amazon is telling me that I have to send it back for warranty service and they'll determine what to do from there. This is really scaring me that it's a common problem and may recur on a replacement device! Anyone know anything more about it?

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11-28-2017, 07:32 AM	#2
IFixKindles Connoisseur Posts: 76 Karma: 491288 Join Date: Jan 2016 Device: PW1 - repair many Kindle models	On your computer create an empty text file and remove the ending of the file name so it simply says DO_FACTORY_RESTORE Connect your kindle to the computer and transfer this file to the kindle. Don't place into any folders on the kindle. Disconnect the kindle. Then press and hold power 30-40 seconds so it reboots. As it reboots it will perform a factory reset.

11-28-2017, 07:55 PM	#3
robodelfy Junior Member Posts: 4 Karma: 10 Join Date: Nov 2017 Device: kindle paperwhite pw2	After posting I found a thread that said that, so i tried it, and it did factory reset but then the screen still didnt work. I couldnt select a language! A shame as I thought it would work. Any idas what would be the next step? Taking it apart? Thanks

11-28-2017, 09:08 PM	#4
Cinisajoy Just a Yellow Smiley. Posts: 19,161 Karma: 83862859 Join Date: Jul 2015 Location: Texas Device: K4, K5, fire, kobo, galaxy	Buy a new one.

11-28-2017, 09:36 PM	#5
robodelfy Junior Member Posts: 4 Karma: 10 Join Date: Nov 2017 Device: kindle paperwhite pw2	There is no hope of fixing it? Im fairly handy with electronics

11-28-2017, 10:05 PM	#7
robodelfy Junior Member Posts: 4 Karma: 10 Join Date: Nov 2017 Device: kindle paperwhite pw2	Could you explain more, what do you mean?

09-16-2019, 08:43 AM	#11
redhen Junior Member Posts: 9 Karma: 10 Join Date: Sep 2010 Device: IPAD	After I have replaced my non-responsive Kindle PW in July the exact problem came back on my new Kindle. This time I asked for a refund and will unlikely to use Kindle again. I am now looking for a new new E-Reader. Anyone can recommend one that is like the PW? TIA. I was so hopeful that the new replacement that I bought recently would give me no problem but it is like get strike by lightening twice at the same spot!