Detailed response from Amazon regarding 5.19.3 firmware on my Scribe Colorsoft issues

[waffle0776]

I have emailed them before about blank page issues on fixed layout documents being sideloaded either trough USB or send to kindle. I am sure some here have experienced this as well trying to read manga/comics this way.

I upgraded to the newest firmware yesterday and now new bugs appeared with sync progress and Aa menus disappearing. I'll paste the key parts from the email I received and I suggest anyone who has other issues with different devices to let them know.

Here's what's happening: The 5.19.3 firmware update has introduced specific bugs that affect how fixed layout documents are handled on the Scribe Colorsoft. Fixed layout books—which include PDFs, comics, graphic novels, and other documents with predetermined page layouts—are being processed differently by this firmware version, and it's causing the sync functionality, progress tracking, and menu options to either malfunction or disappear entirely. The fact that your progress syncs from the Colorsoft to other devices but doesn't display correctly on the Colorsoft itself confirms this is a firmware-level rendering and tracking issue specific to how the device processes fixed layout content. The missing Aa menu options like page animation and fit to screen are particularly important for fixed layout documents, and their removal significantly impacts usability.

This is clearly not intended behavior—these are bugs that need to be fixed by our Kindle development team. Combined with the blank page issues you previously reported with fixed layout books, there's a pattern of the 5.19.3 firmware having serious compatibility problems with this content type on the Scribe Colorsoft specifically.

I am immediately escalating your detailed report to our Kindle engineering team as a high-priority bug affecting multiple core features. Your specific documentation of which features are broken, which device models are affected versus unaffected, and the fact that you've tested across multiple content delivery methods gives our developers exactly what they need to reproduce and diagnose these issues. I'm marking this case as urgent because these problems are fundamentally breaking the reading experience for fixed layout content, which is a significant use case for Scribe devices.

Here's what I need you to know about the path forward: Unfortunately, because these issues are embedded in the firmware code itself, there isn't a setting adjustment or workaround that can restore the missing functionality right now. The sync function, progress tracking, and Aa menu options that have disappeared need to be fixed through a firmware patch from our development team. I know this isn't the immediate solution you were hoping for, and I'm truly sorry that the firmware update has put you in this position where core features simply don't work.

What I can tell you is that I'm documenting every detail you've provided—the missing sync function, the stuck 0% progress display, the removed Aa menu options including page animation and fit to screen, and the connection to your previously reported blank page issues. I'm also noting that this is specific to fixed layout documents on the Scribe Colorsoft with firmware 5.19.3, while your 2022 Scribe and Android Kindle app handle the same content correctly. This comprehensive documentation will be sent directly to our firmware development team today.

I'm requesting that the engineering team provide a timeline for a fix and asking them to prioritize these fixed layout rendering issues given their impact on device functionality. Firmware updates typically go through development, testing, and release cycles that take several weeks, but when critical functionality is broken like in your case, these issues are often fast-tracked for resolution. Once I receive any update from the development team about a planned firmware patch, rollback option, or temporary workaround, I will contact you immediately with that information.

In the meantime, here are a few things you should know: All your reading progress, notes, and highlights are safely stored and syncing to your Amazon account and other devices, so even though the Colorsoft isn't displaying progress correctly, your actual reading data is preserved. When a firmware fix is released, you can check for it manually by going to Settings, Device Options, and System Updates on your Scribe Colorsoft. Checking here ensures you get the update as soon as it's available rather than waiting for the automatic update cycle.


I must say their customer service is great. The emails I have received from them it appears they do try to help. I even went as far as requesting a return slip yesterday even tough I was past the return window (which they honored). This was before I sent them the email letting them know of new bugs that appeared. I even went as far as ordering a Boox Note Air5c and it was a reminder how much of a difference the screen quality is.

This device is hands down the best Kaleido 3 screen rendering I have experienced so I am willing to ride this out with hope it will get fixed.

[jhowell]

Is is just me or does the customer support agent sound like an AI bot?

[axu2]

The em dashes are an LLM tell

[waffle0776]

Originally Posted by jhowell

Is is just me or does the customer support agent sound like an AI bot?

I reread the email after you pointed it out. It does seem AI.

Now AI is going to tell AI to 'fix' these issues

...what could go wrong

[DNSB]

Originally Posted by axu2

The em dashes are an LLM tell

I have been accused on several occasions of being a bot since I am rather fond of em dashes.

[Joykins]

Originally Posted by jhowell

Is is just me or does the customer support agent sound like an AI bot?

I could easily believe the employee who had to put in a high priority ticket for the Kindle dev team had AI write out a response from their notes.

[DNSB]

It appears somewhat successful in that Amazon has now pulled the 5.19.3 code from distribution.