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The Kindle range of e-readers from Amazon are excellent, lightweight devices that enable you to carry your library of books around wherever you go – but what happens when a Kindle goes wrong?

Amazon’s popular eBook readers are easy to setup and use, but from time to time they can run into problems. Issues related to wireless networks or the free international 3G network that can be used for buying and downloading eBooks are perhaps the most common. There are other problems that can arise from time to time, however, such as the Kindle display freezing, or the battery running low. Indeed, the vast majority of problems you experience with a Kindle will be due to low battery or connectivity issues – or both.

Before you can deal with your Kindle’s problems, you will need to establish which model you’re using.

Note that we are dealing only with Kindle e-readers here, those that use e-ink displays rather than the Kindle Fire (more information about which you will find in our Kindle Fire guide).

How to Identify Your Kindle

Before you can begin to effectively troubleshooting your Kindle, you will need to know which model you have. There are several different versions of the eBook reader, so being aware of which model is yours will help you to quickly find the right fix.

You might, for example, have a standard Kindle dating back to the first generation of devices, or the more recent version without the keyboard. Alternatively, you might be using a Kindle DX (with the larger, 9.7 inch screen) or a Kindle Touch, which combines the e-ink display with a touch screen.

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A quick method of checking is by looking up the serial number. Do this by pressing Home > Menu > Settings > Device Info and read the serial number, which will begin with one of the following strings, revealing which model you have:

B001 = Kindle 1

B002 = Kindle 2 US

B003 = Kindle 2 International

B004 = Kinde DX US

B005 = Kindle DX International

B006 = Kindle 3 Wi-Fi and 3G

B008 = Kindle 3 Wi-Fi only

B009 = Kindle DX Graphite

B00A = Kindle 3 Wi-Fi and 3G

B00E = Kindle 4 NoTouch Silver (2011)

B00F = Kindle Touch 3G + Wi-Fi (Kindle 5) (U.S. and Canada)

B011 = Kindle Touch Wi-Fi (Kindle 5)

B010 = Kindle Touch 3G + Wi-Fi (Kindle 5) (Europe)

B012 = Kindle 5 (Unknown)

B023 = Kindle 4 NoTouch Black (2012)

B024 = Kindle PaperWhite Wi-Fi

B01B = Kindle PaperWhite 3G + Wi-Fi (U.S.) [Mostly]

(There are some variants, which you can find in the full list at

Serial numbers might also be found on the reverse of the device, and on the box. You can also identify your Kindle by visiting Amazon, signing into your account and selecting Your Account > Manage Your Kindle > Manage Your Device > Registered Kindle Devices.

Once you’ve identified your Kindle (this page at Amazon can also help) you’ll be ready to apply the correct fix.

There are several common problems you might experience with your Kindle – let’s take a look at how to fix them.

Kindle Connection Issues

If your Kindle cannot connect to a wireless network, you can’t download ebooks. Clearly this is a problem, but one that can usually be easily resolved. All Kindle devices have wireless connectivity.


To deal with wireless connectivity issues, begin by checking the strength of the signal. This is found in the top-right corner of the display on all models, and will also indicate your connection type. If you have a strong signal but cannot access the Kindle Store or your library, try disconnecting by opening Menu > Settings > Wi-Fi Settings (Wi-Fi Networks on later models) and accessing a different network. You may find that restarting the device will help (see below).

Some Kindles have 3G, however. If your problem is with connecting to the 3G network, first check the Kindle 3G coverage map which should help you determine whether a 3G signal should be available to you or not.


Next, check your battery. If it is low, then you will need to charge before proceeding. Open the menu and activate the 3G connection, following this by syncing your device with the Kindle library (Menu > Sync & Check for Items on later models).

Restarting your Kindle may help here – see the next section for details.

Remember that it can take a few moments for your Kindle to connect to a network after you switch it on.

Help – My Kindle Has Frozen!

An unresponsive Kindle is particularly frustrating. Restarting your device may help, but you should begin by charging it so that the e-reader has a full battery before proceeding.

To restart the Kindle (whichever model) hold the power button until the device powers down. Leave it for few moments before repeating the action to boot it back up. Be aware that the problem that caused the freeze may need resolving, so the reboot may be slow.


Another option is to install the latest update. Updates can be downloaded from Amazon and installed by connecting your Kindle to your computer via USB and dragging the downloaded file to your Kindle.

For serious freezing issues, you may need to reset your device. From a frozen Kindle, this is done by depressing the power switch for 20-30 seconds. Be aware, however, that this action will wipe your device, so you will need to login and resync all of your content. This step should only be taken in the event that no other fix works.

Maximise Battery Life

As you might have noticed, there are several problems that a low battery can cause on a Kindle e-reader – so what’s the best way of making the charge last?

Well, we should start with the obvious. To keep your Amazon Kindle battery up, you should charge it whenever the battery is low. This will mean keeping an eye on the battery level in the top-right corner, of course, but this should allow you to fall into a routine of charging every few days or so.

To keep the battery as full as possible for as long as possible, however, you should be disconnecting from wireless networks and 3G (if applicable) whenever you’re not using them. This should really be most of the time, unless you’re using homebrew apps to browse the web and use your e-reader like a monochrome tablet.


Disconnecting is best done by switching to airplane mode, which you will find under Menu > Settings.

Other Kindle Troubleshooting Tips

The majority of issues with the Kindle e-readers can be fixed with a hard reset, as described above.

However, one or two cannot. For instance, problems with your payment method or your user account password will need to be dealt with by signing into the Manage Your Kindle page at Amazon, where you can make the necessary checks to ensure your details are all correct.

Once you’ve done this, any sign-in and issues with making payment for new ebooks should be sorted out. All you will need to do is to make another attempt at the sync or purchase you were trying to make on your Kindle, updating any changed details on your device to correspond with those on your account page.

You can also check sync issues by using the desktop Kindle app Kindle For PC Proves That You Don’t Need A Kindle To Enjoy Books From Amazon Kindle For PC Proves That You Don’t Need A Kindle To Enjoy Books From Amazon Being the voracious reader that I am, a library was always a small hillock to conquer. Thanks to the eBook revolution that has swept over us now, we now have peaks to scale. One of... Read More – this is a quick way of determining if there are any problems.

Straightforward Fixes Make E-Reading Easy

You’ll have noticed above that I pointed out that these fixes and troubleshooting steps are aimed at the e-ink Kindles and not the Kindle Fire. The main reason for this is that the e-ink devices are so much easier to use, and simpler to fix; after all, they do much less, and in many ways are single-purpose devices, unlike the multipurpose Kindle Fire.

What this means is that you shouldn’t have too many problems with your ebook reader – but if you do, you should be able to cope with them using the steps outlined here.

Image Credit: Robert Drózd

  1. Sheriene
    August 23, 2016 at 10:41 am

    Kindle Fire HeIpIine 1-800 585 2494

  2. marlene
    July 18, 2016 at 5:15 am

    I have a Kindle HD (3rd generation). When I am reading and try to change to the next page it is jerky and the page stops halfway through the swipe. Then it goes blank and takes me back to home. When I swipe my book again it will take me to a page that I have already read and it is about 15 pages in front of where I want to be. I have turned it off and on several times and it still does the same thing. Getting frustrated since I have not seen my problem listed.

  3. Denise
    June 26, 2016 at 3:07 am

    My wonderful Kindle has started to shade out the bottom half of the page - not on every page and sometimes it starts slowly and gets darker to the point where you can't read the words. What can I do please?

  4. Philip Smyth
    May 27, 2016 at 5:04 pm

    Cant seem to connect to Kindle store have tried everything I can full internet

    • Holly
      July 23, 2016 at 2:08 am

      Hi I have the same problem. Did you work it out?

      • Cogent Asparagus
        July 27, 2016 at 12:54 pm

        My own and my pal's Kindle don't see my Wi-Fi connection even though my Smart TV can connect from a different floor; it doesn't come up on the list even when right next to the router. Did you find any solution to your issue?

    • NoneOfYour Beeswax
      July 27, 2016 at 12:55 pm

      My own and my pal's Kindle don't see my Wi-Fi connection even though my Smart TV can connect from a different floor; it doesn't come up on the list even when right next to the router. Did you find any solution to your issue?

  5. Philip Smyth
    May 27, 2016 at 5:02 pm

    I have just got a second hand B00E model its connected to wifi logged into existing Amazon account I have internet on device but if I try and open shop in kindle store it says cannot connect at this time have tried restarting Kindle but same answer flight mode switched of please help ta

    • Carla N
      October 11, 2016 at 2:06 pm

      Me too PLEASE HELP

  6. stela marten
    May 21, 2016 at 2:55 pm

    Thanks giving me this valuable information if anyone can't troubleshoot own problem try this toll free kindle support number 1-800-942-6509.

  7. Teresa
    May 10, 2016 at 2:03 am

    I have a Kindle B000E and I rebooted but still cannot get any wireless networks to show up. When I click on settings and view nothing happens. It tells me there are 0 wireless networks but I have wireless at home and work. Also I was able to connect to a wireless network last week with no issues. How do I fix this issue?

    • Rachel Robertson
      May 29, 2016 at 11:51 am

      I have the same kindle and am having the exact same problem (it worked last week!) did you manage to fix your issue at all?

      • Adam Steiner
        July 11, 2016 at 9:15 am

        Restart kindle from settings, reset router, and then press the WPS button on the router, and try to connect standing next to the router worked sometimes. More drastically the same procedure with a factory reset from settings. But this does seem to be a recurring problem with kindles.
        Worse still, i bought a brand new Paperwhite from the amazon store, and it was exactly the same. Sent it back.
        I have many many other devices, and none have any problem connecting to WIFI. Is a huge pain.

  8. Marlene Waldron
    March 27, 2016 at 11:23 pm

    I have a Kindle B00F no touch silver 2011 4.1.3(2692310002) when I am reading the pages keep on turning without me touching it. It can go from say 10% to 50% in a matter of seconds. My battery is charged any suggestions please?

    • Christian Cawley
      March 28, 2016 at 10:10 am

      Soudns like an issue with the touch screen. You should contact Amazon.

      • suburbGira
        April 24, 2016 at 5:04 pm

        he said no touch

        • Christian Cawley
          April 28, 2016 at 12:34 pm

          Regardless, a chat with an Amazon representative for a hardware issue seems a good idea, no?

  9. David mcgrath
    March 1, 2016 at 7:21 pm

    Have tried various times to connect my kindle E reader to wifi in house never had any problems before,have done a reboot of router also restart of kindle all the other appliances are connecting to wifi with no problems looking for answer to fix

    • Christian Cawley
      March 1, 2016 at 7:31 pm

      I would suggest heading to the Amazon Kindle site and logging a support ticket.

  10. Rochelle
    February 7, 2016 at 5:47 pm

    I reset my kindle and now i cannot get it to re-register it is showing "Registration error,Registration request timed out"what do i do.

    • Christian Cawley
      February 7, 2016 at 6:18 pm

      Best thing to do in those circumstances is to contact Amazon

  11. Margaret
    January 27, 2016 at 3:19 pm

    My kindle is the kindle keyboard version 3.4.2 serial 2687240004 it seems to be losing the network connection and will not link to the kindle store. I have checked my network and have reset the kindle a number of times but I still get no connection to the kindle store this problem only occurred when amazon decided to send an automatic update and when they fixed the problem all my books went into the archived section. Now the problem is back and the connection is periodical sometime it connects and sometime it doesn't and the screen is blank and the circle in the top left corner is just twirling is there an easy fix without using the help desk or do I need an updated kindle?

  12. Mike
    January 19, 2016 at 5:43 am

    My Kindle 3 will not open anything on my e reader. I have tried deleting and re-downloading, but nothing will open. Help

  13. Miroslav Filipov
    January 4, 2016 at 2:14 pm

    After I put a wrong format in the Calibre (I think it was a .dox format) after I tried to convert it to .mobi, my Kindle 3g Keyboard didn't showed anything except the dictionaries. After the master reset (from the menu) and from the start/off button it still don't show me anything more. What can I do with it? Thank you all

  14. Paul Hodges
    December 27, 2015 at 12:17 pm

    Powerline wi-fi...!!!!

    My kids have both received Kindles about 6 months apart.... On each case I had no joy at all in terms of getting wifi connection establish during set up.
    I rebooted both the router and kindle a few times.
    Eventually I had a brainwave and disconnected my powerline wi-fi.... instant success...

    if you're not clear what I mean.... I have a router upstairs and a 'Powerline' extender downstairs which extends the wifi range... I guess there must be some crosstalk or conflict that the kindle can't cope with.... Anyway, after disconnection, I set up the kindle and reconnected the Powerline - all is good...

    Just thought this might help somebody....

    • Bridget
      January 12, 2016 at 2:21 pm

      This helped me just now, thanks so much for posting,

  15. fiona eaton
    December 16, 2015 at 8:33 pm

    my set up won't work because it is telling me my postal code does not match the county, but both are correct. can you advise? thanks

    • Christian Cawley
      December 16, 2015 at 9:07 pm

      Have you tried setting an incorrect county, perhaps one nearby?

  16. Joe Fajerman
    December 9, 2015 at 3:37 pm

    I have quite an old Kindle, ver 4.1.3, serial 2696310002.
    I used to be able to email stuff to the kindle, but this no longer works, although all the settings appear to be correct. Any suggestions?
    J Fajerman

    • Christian Cawley
      December 9, 2015 at 8:06 pm

      I've heard of this happening when the Amazon Cloud drive associated with your account is full. Have you checked this?

  17. New_user
    December 3, 2015 at 11:52 am

    I have a new kindle. I can search for content before its registered. The moment I register it, none of the content appears in searches. Have tried restarting and re-registering but it does not work. Pls help!

    • Christian Cawley
      December 3, 2015 at 2:03 pm

      Have you tried contacting Amazon?

  18. Eileen mc cabe
    November 8, 2015 at 2:36 am

    Does anyone answer these questions???? I have read quite a few and other users seem to have the same connection problems am having... lost connection to wifi and cannot reconnect. I have gone through all the trouble shooting tips.. turned off and on my wifi, restarting my kindle, re entering the passwords etc etc and nothing... I'm worried that if I 'hard reset' I will lose all the content on my kindle... please help

    • Christian Cawley
      November 8, 2015 at 9:20 pm

      Yes we do, and the answer has been posted several times - you need to hard reset. I'm not certain what content you're talking about, but if it is stuff you have purchased through Amazon then of course you'll be able to sync that.

      And no, it's not a great fix. Sadly, we cannot help that.

      Your best option may be to simply upgrade to the latest Kindle, or rely on a tablet with a Kindle app.

  19. Desy Barnes
    August 18, 2015 at 4:23 am

    Half of my screen is stuck on a screen saver. Tried turning it off but it isn't working. Any suggestions?

    • Thomas Sargent
      November 6, 2015 at 12:58 pm

      Hi, it is obvious that your screen is broken. Broken screens are irreparable and must be replaced to restore functionality.

    • Gail
      October 22, 2016 at 4:48 pm

      My Kindlhas started doing this. Did you fix yours? Did you replace your screen?

  20. BEAT102103
    July 8, 2015 at 1:12 pm

    my kindle has lost ability to detect wifi is a factory reset the only option and will i loose all the books i have

    • suburbGira
      April 24, 2016 at 5:09 pm

      Yes. To avoid losing your books when you reset, copy the 'documents' folder on your Kindle to your PC.

  21. Emanuelle Reynaert
    June 3, 2015 at 2:46 am

    Hi, since a week or three I have a Kindle e-reader. Since the beginning I had problems that the screen wasn't always reacting. Today, I had the same problem. After reading a page, the next page wouldn't come. I pressed the on-off button for 40 seconds and did a restart. This helped a few times until my screen froze the last time. The screen is frozen on my acces key that I have to enter. I can still put the Kindle in standy by pushing the on-off button and can do a reboot but the screen doens't react to anything I try. Anyone a suggestion what I can do? I already mailed Amazon. I charged the battery as well. thankx

  22. Michal
    May 15, 2015 at 8:57 pm

    I have B011 (Touch Wifi) version and it could connect to Wifi but was not syncing and shop not opening (though I could open internet pages in the browser). I have done Factory Reset but it didn't help.

    The solution was to install the new firmware! I had factory 5.0.0 and now is available. Just go to and follow the instructions (I had to make firmware upgrade in three turns).

    Hope it helps

  23. Mary
    April 29, 2015 at 10:00 am

    I have a Kindle 3 wifi only, and it has lost wifi connection. When I try to reconnect by putting in my password it still won't connect. I have had this device for a few years now with lots of books and music on it and this has never happened before

    • Christian Cawley
      May 2, 2015 at 9:03 pm

      Hard reset followed by setting up and resyncing your account would seem to be the first thing you should try, Mary.

      • suburbGira
        April 24, 2016 at 5:11 pm

        no no NO thats wrong she needs to update her kindle

  24. Christina
    April 22, 2015 at 3:56 pm

    I have connection issues to the is connected but saying it isn't and won't let my kid play her games

    • Christian Cawley
      April 26, 2015 at 10:48 am

      We're talking about Kindle eBook readers on this page, Christina. From your comment you seem to be referring to a Kindle Fire? Can you confirm?

  25. Sujina
    April 22, 2015 at 3:03 am

    My kindle is not detecting wifi . Reset, factort reset all done.

    • suburbGira
      April 24, 2016 at 5:12 pm

      U P D A T E

  26. Alesia Bradley
    April 12, 2015 at 12:15 pm

    I hit my kindle with my hand trying to kill a bug. Now the screen is a mess. It is not broken, but looks all scrambled. Any hope?


    • Christian Cawley
      April 12, 2015 at 5:27 pm

      The first thing you should try is resetting. After that, call Amazon and if under warranty they'll replace it.

  27. Anonymous
    April 6, 2015 at 6:31 pm

    I can't get my kindle to switch on

    • suburbGira
      April 24, 2016 at 5:13 pm

      try charging it.

  28. A Walklett
    March 26, 2015 at 6:21 pm

    I have the problem with not being able to connect to WiFi. Read your notes but can't get a WiFi visible at all. House WiFi is deff working, also have a second kindle device same model 4.1 and it is fine
    If try factory reset does this mean loose all existing books , or will they drop back in?

    • Christian Cawley
      March 30, 2015 at 10:28 am

      Books are stored in the cloud once purchased, so you should be able to download them again once you sign into the reset device.

  29. Ngumimi Koughna
    March 26, 2015 at 12:43 pm

    I have a kindle paperwhite. I purchase books and pay via amazon gift cards. I presently have over 60 US Dollars gift card in my amazon account but I am unable to make purchases. Any Idea on what to do next? I have visited mazon fixpayment but no solution

  30. Dave Goodman
    March 9, 2015 at 11:23 am

    I have a kindle light I have had it about 3years I down loaded about 90 books ,I started down loading a new book and it tellin me it hasn't down loaded . Have tried rebooted it ! and it still will not down load. I have got another kindle and all book have been down loaded.

    • suburbGira
      April 24, 2016 at 5:16 pm

      it must be full. KINDLES CAN ONLY STORE 1.5GB NOT 50TB

  31. rameshkarthik
    March 7, 2015 at 5:59 pm

    I have a Kindle-4 9023. I purchased it last year or so in India. I used it initially but after that it was left unattended for the past 3 months in its cover near my other electronic items.

    To my dismay, when I took it, I could see that the e-ink in the top-half of the screen is faded.

    Do anyone of you faced this issue? If so, do please provide your solutions and suggestion

    • Andy MacNicol
      March 11, 2015 at 10:36 pm

      I have the same problem with the ink fading and came here to find a solution. No joy yet.


    • Christian Cawley
      March 12, 2015 at 3:15 pm

      I would suggest resetting the device with a long hold of the power button. If this doesn't work, contact Amazon support

    • suburbGira
      April 24, 2016 at 5:18 pm

      try turning the screensaver on and off a few times. it may be that the ink has dried slightly.

  32. sallu
    February 19, 2015 at 6:16 pm

    I have the same problem of having a line down the middle

    • Christian Cawley
      February 24, 2015 at 3:28 pm

      Have you dropped or banged the device?

    • sallu
      May 4, 2015 at 12:02 pm

      Umm... Well once it dropped.. But that was long before the line appeared..... The line is peculiar in behaviour.

      In normal mobi format the line is hardly noticeable but whe ever i look up a meaning using dictionary, the line darkens and hoes back to negligible when i resune reading

      In other options and home (where all the books are displayed) the line is dark again...

  33. cm
    February 5, 2015 at 11:39 pm

    I have a Kindle 5 B011 and for some reason I can no longer get into the Kindle Store

    • Christian Cawley
      February 13, 2015 at 11:13 am

      Can you access the store through a desktop browser?

  34. Inge
    January 5, 2015 at 7:11 pm

    I try to get connection to wi-fi at home in Denmark. But my Kindle papir White will not accept it. I know the password is right. It works with IPhone, Ipads e.g. Do you have a proposal, or do I have to send the Kindle back to UK?

  35. kathy
    January 3, 2015 at 8:59 pm

    when I put my Kindle 4 into the usb, the system says "the usb device wasn´t recognized" all the time. I tried different cables and different computers, but still cannot add anything because of that. charging works, the computer just can´t see the device. any help? thanks

    • Christian Cawley
      January 3, 2015 at 9:18 pm

      What operating systems are the computers?

    • Debadri roy
      May 1, 2015 at 3:23 pm

      This means that the particular book is not downloaded fully.Get the wi-fi option on and the "queued" book will start downloading automatically. The cross option means that if you want to cancel the download.
      Thank u.
      Debadri Roy.-From India.(calcutta)

    • suburbGira
      April 24, 2016 at 5:23 pm

      answer: use linux. linux supports all. linux will rule the world. linux-- DAMN IT LINUX STOP FREEZING

  36. linda
    December 20, 2014 at 6:37 am


    I chave downloaded a couple of books but some cannot be opened. These 'un-openable' books appear greyed out and have a cross within a circle icon in their top right hand corner similar to the close window button found on most computer applications.
    What does this mean?


    • Debadri roy
      May 1, 2015 at 3:29 pm

      Hi Linda, I too have a kindle & your issue means that the particular book is not downloaded fully.Get the wi fi option on and the following so called"queued" book will start downloading automatically.Your book will be activated and start to read it.The cross at the top means that if you want to cancel the download of the book.But you need to have it downloaded fully to activate the book.
      With Love,& Care for your Kindle.
      Debadri Roy,India --Calcutta

  37. Victoria Pryce
    January 16, 2014 at 5:09 pm

    My kindle has lines starting from the middle down and a picture in the right hand lower corner and I don't know how to sort it out??

    • Lu
      January 26, 2014 at 5:18 pm

      Interestingly so do we. Don't bother going to the Kindle website they go out of there way of NOT being helpful (after having to talk to 5 people)about the issue. As usual fine if we return it at our cost, all they do I offer a refurbished one at our cost. Ours is going in the "bin" Less than 2 years old. Carefully looked after. What a rip off. Wont be advising others to purchase.

  38. G P Witteveen
    August 25, 2013 at 11:57 am

    One correction. You write that holding power switch steadily 20-30 seconds will reset. In fact the way for factory default restoration is in the MENU >Settings list of options (say, for example, you wish to give or sell to another person & wish to remove content; you may wish to de-register from your account & creditcard, etc). But in fact the hold-power move for 10 seconds will turn off the device (as opposed to letting it 'sleep' after 10 minutes unattended) and holding for 17 seconds will cause the device to "re-inventory" the titles and personal documents onboard. As well, any recent content that it has not yet indexed (for speedy searching) will be initiatied, so routinely doing this "hard restart" is good once every month or two.

    • Christian C
      August 27, 2013 at 7:31 am

      Useful addendum, thanks!

  39. Simen
    August 25, 2013 at 7:28 am

    I have another problem with my Kindle Touch not mentioned in the article:
    What if the Wifi password changes?
    I connect to a wifi network that requires me to change the password every 3rd month. After going through all the obvious places to change password / reconnect, it seems that the only way to remove a wifi network on the device is to do a factory reset (which is very frustrating to do every 90th day).
    Does anyone know about any other way to do this?

    • Christian C
      September 2, 2013 at 6:54 pm

      Remarkably, that is the only way to do it, Simen. As UI design flaws go, it's a big one.

    • suburbGira
      April 24, 2016 at 5:27 pm

      get a different router

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