Troubleshooting X-Ray isn’t working (not sideloaded)

[Valen Tine]

I’m having an issue with my Kindle and can’t figure out what’s going on. I bought Dune from the Kindle Store, which says that it has X-Ray, but the option is greyed out and not working.

I’ve done the following:
Sync
Restart
Open another book and go back to Dune
Delete and redownload
Deregister and register
Refund and repurchase
Contact Amazon support (they were unhelpful in this regard but did remove my ads for free, so that’s cool)

Basically I’ve tried everything I can think of. The closest I’ve seen to an answer was that it has happened to other people but then it just randomly started working at some point between days and weeks later. One person claims they got Amazon support to fix it for them but in my case they just kept asking me to do things I’ve already done above.

So, two questions I guess. Does anyone know how to fix this crap? And does anyone know for sure if Dune even has (non-generated) X-Ray? The store definitely says it does but maybe it’s an error. X-Ray worked fine for me in my last book.

[jhowell]

Is this a new purchase or something you bought a while ago?

What is the ASIN of the book?

[Pjama]

Originally Posted by Valen Tine

I’m having an issue with my Kindle and can’t figure out what’s going on. I bought Dune from the Kindle Store, which says that it has X-Ray, but the option is greyed out and not working.

I’ve done the following:
Sync
Restart
Open another book and go back to Dune
Delete and redownload
Deregister and register
Refund and repurchase
Contact Amazon support (they were unhelpful in this regard but did remove my ads for free, so that’s cool)

Basically I’ve tried everything I can think of. The closest I’ve seen to an answer was that it has happened to other people but then it just randomly started working at some point between days and weeks later. One person claims they got Amazon support to fix it for them but in my case they just kept asking me to do things I’ve already done above.

So, two questions I guess. Does anyone know how to fix this crap? And does anyone know for sure if Dune even has (non-generated) X-Ray? The store definitely says it does but maybe it’s an error. X-Ray worked fine for me in my last book.

Bolded relevant text.

[Valen Tine]

Originally Posted by jhowell

Is this a new purchase or something you bought a while ago?

What is the ASIN of the book?

It's a new purchase, I bought it yesterday morning. Kindle's identifier is B00B7NPRY8 if that's what you mean.

https://www.amazon.com/Dune-Frank-He.../dp/B00B7NPRY8

I also loaded the book on Kindle for iOS and it also doesn't have X-Ray. I'm starting to think the book simply doesn't have it and it was mistakenly marked as X-Ray Enabled in the Kindle Store, unless someone owns it and can tell me differently. I really wanted to see what the "official" X-Ray has in it but at this point it seems better to just sideload and generate it.

[jhowell]

I asked because a book that has been available for a long time like Dune may have been published in different editions with different ASINs. And each edition may have been updated multiple times by the publisher. It's possible that the publisher failed to supply the xray data to Amazon for the latest update.

If you want to dig into it some more you can connect your Kindle to a PC or Mac and search for the .sdr folder associated with that book. There should be one or more files there with names starting with "XRAY".

[Valen Tine]

Originally Posted by jhowell

I asked because a book that has been available for a long time like Dune may have been published in different editions with different ASINs. And each edition may have been updated multiple times by the publisher. It's possible that the publisher failed to supply the xray data to Amazon for the latest update.

If you want to dig into it some more you can connect your Kindle to a PC or Mac and search for the .sdr folder associated with that book. There should be one or more files there with names starting with "XRAY".

I also did that, it lacks any files with “xray” in the name. It’s like Amazon’s servers are just refusing to include it. That’s why I’m hoping someone owns the book on Kindle and can confirm if their copy came with working X-Ray, because then I could ask them to share the file with me. In any case, or until that happens, I just refunded and sideloaded it.