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

sirmaru · 12-10-2010, 01:15 PM

If you own the Kindle WiFi AND have spontaneous resets, vote here.

The object of this poll is to see how many WiFi owners with spontaneous resets use the original Kindle cover with the two hooks.

I have the spontaneous reset problem and use the hooked cover.

tomsem · 12-10-2010, 02:43 PM

I'm not sure how to vote here (and have not).

95% of the spontaneous resets I experienced - and there were maybe a dozen of these - were in the 2-3 weeks, before I finally made my mind up to purchase the Amazon lighted cover. So yes, I had them without the cover. But until 3.0.2 (and now 3.0.3), that was just the way it was.

Updates to address instability arrived after I got the cover, and since then I've had perhaps 2 or three resets (over last 2 months or so). I never use it without the cover now, so it is impossible to say whether the cover is a contributing factor (the frequency is so low that it is difficult for me to imagine that it is).

luvhilndr · 12-10-2010, 03:40 PM

All but one of my resets happened when it was in the Amazon non-lighted cover. Oddly enough, one happened about 5 minutes after I had taken it out of the cover (after reading that it might be causing the problems). It's been at least 2 weeks out of the cover now with no more resets. I downloaded and installed 3.0.3 but it didn't seem to make any difference.

I emailed Amazon about this issue and received no response. That was the first non-response ever in all the business I've done with them over the years.

wvcherrybomb · 12-10-2010, 05:18 PM

I have the Amazon lighted cover and have never experienced a spontaneous reset. I have only had my K3 and cover since 10/15. Maybe this was an issue that is is now corrected (I hope)?

For informational purposes:
My Kindle hasn't been out of the cover since since the day I got it. It is used two or three hours a day.

desertgrandma · 12-10-2010, 08:08 PM

Quote:

Originally Posted by luvhilndr

I emailed Amazon about this issue and received no response. That was the first non-response ever in all the business I've done with them over the years.

Have you tried the "call me" feature??

Go here, click on the "contact us" button, sign into your account, choose the "call me" option, and enter your phone number.

Someone will call you back almost immediately

Amazon has been very good about replacing K3's with the spontaneous reset problems.

cvkemp · 12-10-2010, 08:12 PM

I have never had a reboot and I have both covers.

SteveEisenberg · 12-10-2010, 08:51 PM

I didn't vote because my K3 is 3G. But reboots have forced me to keep my lightless cover unhooked.

I never have heard that the reboots have something to do with whether the device has the 3G feature.

luvhilndr · 12-10-2010, 10:35 PM

Quote:

Originally Posted by desertgrandma

Have you tried the "call me" feature??

Go here, click on the "contact us" button, sign into your account, choose the "call me" option, and enter your phone number.

Someone will call you back almost immediately

Amazon has been very good about replacing K3's with the spontaneous reset problems.

I didn't try calling them or having them call me, mostly because I am convinced it's the cover and not the Kindle at fault here. My Kindle works perfectly outside the cover now, so I really don't want to replace it unless I have to. I would love a refund on the cover though. I bought it at Best Buy back in September so I doubt that Amazon will refund me for it. Which probably explains the silence on their end.

RexGalore · 12-11-2010, 05:25 AM

I had problem with my K3 freezing and rebooting (and forgetting where in a book I was after said reboot). So I got a replacement from Amazon. This one froze as well after less than a day. Some part of me thought it might be the cover since the holes the hooks go into has some sort of ports in them.
So I called CS again and explained the problem and asked if it could be the case and they admitted that they'd had some problems with the case. Got a refund for the case and haven't had a freezing/rebooting problem since i stopped using it.

otaku30 · 12-11-2010, 12:36 PM

I have had sporadic reboots - maybe once or twice a week - for several months. Since I stopped using the official kindle cover and switched to a cover that is not hooked into the kindle the reboots have stopped - its been over 30 days since the last reboot.

desertgrandma · 12-11-2010, 12:43 PM

Quote:

Originally Posted by luvhilndr

I didn't try calling them or having them call me, mostly because I am convinced it's the cover and not the Kindle at fault here. My Kindle works perfectly outside the cover now, so I really don't want to replace it unless I have to. I would love a refund on the cover though. I bought it at Best Buy back in September so I doubt that Amazon will refund me for it. Which probably explains the silence on their end.

See this post........It never hurts to try, and Amazon is NOT known for 'ignoring' users.

Quote:

Originally Posted by RexGalore

I had problem with my K3 freezing and rebooting (and forgetting where in a book I was after said reboot). So I got a replacement from Amazon. This one froze as well after less than a day. Some part of me thought it might be the cover since the holes the hooks go into has some sort of ports in them.
So I called CS again and explained the problem and asked if it could be the case and they admitted that they'd had some problems with the case. Got a refund for the case and haven't had a freezing/rebooting problem since i stopped using it.

sirmaru · 12-11-2010, 02:22 PM

As of today, Dec 11, 2010, at 2:21 PM EST it appears that six folks have had the spontaneous reset problem while using the hard cover with the 2 hooks and NO ONE had that problem if they were not using that cover.

Thus, I emailed Amazon with a link to this thread and asked them to send me a refund for that cover.

I'll use the Marware soft cover in the future whether I get that refund or not. I had ordered that a few days ago from Amazon.

Amazon refused the refund as follows:

"I am sorry to hear that you are experiencing rebooting issues with your Kindle.

Unfortunately, I am unable to refund you for your order of a Kindle cover as it is outside the 60 day return window. Our support team is working diligently on the Kindle rebooting issue and once they have their findings, rest assured Amazon will take the appropriate action to satisfy all customers affected.

I apologize for any inconvenience this may cause and look forward to a resolution soon."

Of course the solution will only apply to future purchasers. I'll just have to accept the loss on the defective cover.

sbtx99 · 12-11-2010, 06:59 PM

I've voted yes... I've had my Kindle 3 Wifi for almost 3 months but have had just 3 resets,about every 3 to 4 weeks.

OtterBooks · 12-11-2010, 08:46 PM

Quote:

Amazon refused the refund as follows:

Wow, that sucks. Given their record of good customer service otherwise, I'll be surprised if they don't do something to fix the problem for you eventually. I kinda think that they are refusing the refund because they have something up their sleeve that will make replacing the cover unnecessary. The attitude I've gotten from their customer service just does not line up with "We know the product we manufactured and sold you is unusable, but you're out of luck." Only time will tell, I suppose.

mldavis2 · 12-12-2010, 02:30 PM

I've had the freeze problem when putting the K3 in the cover (no light) when in sleep mode. Has anyone tried to turn the K3 completely off and see if the problem exists then? It might be possible that the pressure of the hard cover against the keys or 5-way switch sends a continuous keypress to the CPU and causes the lock-up. I'll experiment and post later tomorrow after having had time to try this.

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

12-10-2010, 01:15 PM	#1
sirmaru Wizard Posts: 2,426 Karma: 6561538 Join Date: Nov 2007 Device: Kindle PW 2013, HDX 2013, Galaxy S5 2014	If you own the Kindle WiFi AND have spontaneous resets, vote here. If you own the Kindle WiFi AND have spontaneous resets, vote here. The object of this poll is to see how many WiFi owners with spontaneous resets use the original Kindle cover with the two hooks. I have the spontaneous reset problem and use the hooked cover. Last edited by sirmaru; 12-10-2010 at 01:18 PM.

12-11-2010, 02:22 PM	#12
sirmaru Wizard Posts: 2,426 Karma: 6561538 Join Date: Nov 2007 Device: Kindle PW 2013, HDX 2013, Galaxy S5 2014	Hard cover with 2 hooks appear to be the problem for some. As of today, Dec 11, 2010, at 2:21 PM EST it appears that six folks have had the spontaneous reset problem while using the hard cover with the 2 hooks and NO ONE had that problem if they were not using that cover. Thus, I emailed Amazon with a link to this thread and asked them to send me a refund for that cover. I'll use the Marware soft cover in the future whether I get that refund or not. I had ordered that a few days ago from Amazon. Amazon refused the refund as follows: "I am sorry to hear that you are experiencing rebooting issues with your Kindle. Unfortunately, I am unable to refund you for your order of a Kindle cover as it is outside the 60 day return window. Our support team is working diligently on the Kindle rebooting issue and once they have their findings, rest assured Amazon will take the appropriate action to satisfy all customers affected. I apologize for any inconvenience this may cause and look forward to a resolution soon." Of course the solution will only apply to future purchasers. I'll just have to accept the loss on the defective cover. Last edited by sirmaru; 12-11-2010 at 03:33 PM.

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12-10-2010, 02:43 PM	#2
tomsem Grand Sorcerer Posts: 6,905 Karma: 27013865 Join Date: Apr 2009 Location: USA Device: iPhone 15PM, Kindle Scribe, iPad mini 6, PocketBook InkPad Color 3	I'm not sure how to vote here (and have not). 95% of the spontaneous resets I experienced - and there were maybe a dozen of these - were in the 2-3 weeks, before I finally made my mind up to purchase the Amazon lighted cover. So yes, I had them without the cover. But until 3.0.2 (and now 3.0.3), that was just the way it was. Updates to address instability arrived after I got the cover, and since then I've had perhaps 2 or three resets (over last 2 months or so). I never use it without the cover now, so it is impossible to say whether the cover is a contributing factor (the frequency is so low that it is difficult for me to imagine that it is).

12-10-2010, 03:40 PM	#3
luvhilndr Connoisseur Posts: 55 Karma: 29168 Join Date: Aug 2010 Location: USA Device: Kobo H2O, Kindle Voyage	All but one of my resets happened when it was in the Amazon non-lighted cover. Oddly enough, one happened about 5 minutes after I had taken it out of the cover (after reading that it might be causing the problems). It's been at least 2 weeks out of the cover now with no more resets. I downloaded and installed 3.0.3 but it didn't seem to make any difference. I emailed Amazon about this issue and received no response. That was the first non-response ever in all the business I've done with them over the years.

12-10-2010, 05:18 PM	#4
wvcherrybomb Sharp Shootin' Grandma Posts: 847 Karma: 1123940 Join Date: Nov 2010 Location: Sunny Florida Device: Kindle 3, Kindle Fire, Literati (has been adopted by my daughter)	I have the Amazon lighted cover and have never experienced a spontaneous reset. I have only had my K3 and cover since 10/15. Maybe this was an issue that is is now corrected (I hope)? For informational purposes: My Kindle hasn't been out of the cover since since the day I got it. It is used two or three hours a day.

12-10-2010, 08:12 PM	#6
cvkemp Loving life Posts: 1,430 Karma: 7991496 Join Date: Mar 2009 Location: Hot Springs Village, Arkansas Device: PaperWhite 6 SE, Fire HD8	I have never had a reboot and I have both covers.

12-10-2010, 08:51 PM	#7
SteveEisenberg Grand Sorcerer Posts: 7,373 Karma: 42994616 Join Date: Jun 2008 Location: near Philadelphia USA Device: Kindle Kids Edition, Fire HD 10 (11th generation)	I didn't vote because my K3 is 3G. But reboots have forced me to keep my lightless cover unhooked. I never have heard that the reboots have something to do with whether the device has the 3G feature.

12-11-2010, 05:25 AM	#9
RexGalore Connoisseur Posts: 58 Karma: 142 Join Date: Oct 2010 Device: Kindle 3	I had problem with my K3 freezing and rebooting (and forgetting where in a book I was after said reboot). So I got a replacement from Amazon. This one froze as well after less than a day. Some part of me thought it might be the cover since the holes the hooks go into has some sort of ports in them. So I called CS again and explained the problem and asked if it could be the case and they admitted that they'd had some problems with the case. Got a refund for the case and haven't had a freezing/rebooting problem since i stopped using it.

12-11-2010, 12:36 PM	#10
otaku30 Junior Member Posts: 1 Karma: 10 Join Date: Sep 2010 Device: Kindle 3	I have had sporadic reboots - maybe once or twice a week - for several months. Since I stopped using the official kindle cover and switched to a cover that is not hooked into the kindle the reboots have stopped - its been over 30 days since the last reboot.

12-11-2010, 06:59 PM	#13
sbtx99 Zealot Posts: 137 Karma: 1826 Join Date: Nov 2009 Location: Texas Device: Kindle 3 Wifi; Red PRS-650; iPod Touch; Android phone	I've voted yes... I've had my Kindle 3 Wifi for almost 3 months but have had just 3 resets,about every 3 to 4 weeks.

12-12-2010, 02:30 PM	#15
mldavis2 Coffee Nut Posts: 410 Karma: 298350 Join Date: Oct 2010 Location: Missouri Device: Kindle 3; K4PC; Calibre	I've had the freeze problem when putting the K3 in the cover (no light) when in sleep mode. Has anyone tried to turn the K3 completely off and see if the problem exists then? It might be possible that the pressure of the hard cover against the keys or 5-way switch sends a continuous keypress to the CPU and causes the lock-up. I'll experiment and post later tomorrow after having had time to try this.

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