Kindle paperwhite screen frozen

[dippersgirl]

Can anybody help or knows somebody who could help??
I tried everything suggested by Amazon also a page called EPUBOR, but nothing has worked. I have managed 'Restart' several times, but still no success!!
Strangely enough at the top of the page - where you get the name of the kindle, the wifi status, the battery status and the clock - that all works!! Everything below that - NOT!!
It happened, when I did not use is for several days and the battery was flat, I recharged and then I discovered the problem.
I am lost without it!!!!!!

[greengate]

Hi Dippersgirl

I had a similar problem with my 4th generation paperwhite and tried the method shown below. I had to do it three times but it worked, and you must hold the start or reset button for the full 40 seconds. (7-15 seconds for a second-generation Kindle Paperwhite)

If this doesn't work, it might have to be a factory reset. Depending on your model, i think you have to access this from the settings menu.
Good luck...

Press and hold, or slide and hold, the Power button for a full forty sec. Even once the screen goes blank, continue to hold for 40 seconds, and then let go. Press or slide the power button to restart if the device doesn't start up again on its own.

[helendj]

as with greengate, put the kindle on charge, hold the start button for at least 30 seconds when it should go off and then on. as greengate says it might not happen the first time, but second or third. good luck

[Keithcaley]

Hi Dippy

If you can't sort it quickly. remember that you can access all of your library by installing the free Kindle reader app/Kindle cloud reader on any type of smartphone, tablet, laptop or desktop computer.

Anyway, stop reading and get some work done!

[dippersgirl]

i have done this several times now, but no luck.
Greengage - the settings menu??? Where???

[dippersgirl]

As for the cloud, yes we use that as we have 3 kindles and it is easy to get a book, that you didn't dowload to one of the kindles. We have one each and the 3rd one is an old one, one of the original kind with a 'keyboard' I can still use it, but it has no light and I really miss that. Bit of a bummer when there is a powercut!!
Hope you are a good boy Keith and have done all your work today???

[greengate]

Hi Dippersgirl

This applies to my kindle (yours may be a different version)
on the 'home screen' (with the menu options along the top) there should be 3 vertical dots in the right corner, select this and a 'settings' option should appear.

Note :You may also see an option to 'disable touchscreen' on this menu - make sure this this has not been selected.

Select the 'settings' and a menu showing 'Device options' about halfway down the screen, select the '> ' on the right, and the RESET option should be shown. Select the '>' and a warning screen will appear. Doing a factory reset will delete any downloaded books, so you may have to download them again.

I hope this works

From memory I believe that on earlier kindles the reset option is in the same place/menus

[dippersgirl]

But the screen is 'frozen'!!!!
The only thing that works is the very top line - name of the kindle, the wifi status, the battery status and the clock - the rest is frozen

[dippersgirl]

My kindle is:
Kindle Paperwhite (5th generation), 6" High Resolution Display (212 ppi) with Built-in Light,

[dippersgirl]

nothing is working so far

[EnjoyingTheSun]

Have you recently downloaded a book from sources other than Amazon? Could be a corrupted file.
I guess it could be corrupted even if from Amazon so have you recently downloaded a book?
If so plug kindle into pc and delete the he book via the pc

Re the reset (holding the power button for 40 seconds) I’ve heard it work on the 20th try so keep trying it. I’m assuming it is charging ok?

[greengate]

Hi Dippersgirl
Sorry to hear that you are still having problems.
If you have a PC - plug it in to the kindle. (I use the kindle charging lead) If your PC recognises your kindle, erase/delete any .mobi. books & '.sdr' folders in the DOCUMENT directory. These SDR folders get left behind when you have deleted a book, and can soon mount up.
This may be causing the problem. Then try a reset as mentioned above.

Also there must be at least 30% battery for a kindle to carry out a full 'reset'.
Keep trying
Best of luck

[dippersgirl]

Ok, will keep trying and report back with results

[helendj]

i'm sorry i couldnt help dippersgirl, have you tried ringing Amazon? i must admit they were very useful to me, which is how i got mine going again

[Keithcaley]

Hope you are a good boy Keith and have done all your work today???

Work?.... WORK?

What's that?

[dippersgirl]

helendj, what number did you ring??

[dippersgirl]

Still trying everything - but still no luck
I connected the kindle to the laptop. The virus checker suggested to check it so I went ahead, but all was in order. I then looked at all the files and all look ok, I only once had a non kindle file, but that was 6 years ago and my husbands kindle is fine with it. All the same I did get rid of it, also a few books we didn't like anyway, but no change.
I have now revived the very old kndle - first one we had and at least I can carry on reading my current book. That kindle has an issue as it wants to turn 2 pages now and again and has no light, but it's better than nothing.

[dippersgirl]

As for buying another one - will it get here??????????????????????

[Deniz1]

Packages arrive here ok using track and trace takes about 2 weeks from the uk.

[come_on_aylin]

I'm afraid I had exactly the same problem with 2 kindles, both died after I'd let them run out of charge. I tried everything to revive them but nothing worked. I downloaded the app FBreader to my android tablet which can handle all sorts of files and the bonus is that I only have to carry one device around. I can also recommend international tracked and signed if you want to get a new kindle sent from uk. Takes 2-3 weeks, I've had 3 deliveries since October.

[waddo]

Never send anything from UK Royal Mail without Track and Trace to TRNC. My last parcel was sent here on the 20th of April - no Track & Trace because the postman in UK did not carry the forms on his van! Did the parcel ever make it out of UK? Who can tell, but it never made it this far for sure. £145 worth of goods plus £47 postage - vanished! I hope whoever has my shorts, gloves and other bits enjoys them!

[helendj]

kibkommer, sorry only just seen your message. if you go on to amazon site and type in, amazon customer services help, a page will come up with either standard questions answered, or if you leave your number they will ring you back. must confess that was the only way i was able to get my kindle going! they were very helpful, good luck
as for not receiving parcels, ive been waiting weeks for 2 parcels that were sent to a post office on the south side. i did have track and trace, and have now found out that they weren't delivered to the post office box named, but sent to some other part of the south side so i haven't a hope in hell of getting them some time soon, and bit annoying because of the content, i.e. bank cards,g rrrr .
can i ask please where you say you have had parcels delivered here, have they been sent to a post office here? we have lost parcels in the past, so i've always been worried about sending them here any more.

[come_on_aylin]

can i ask please where you say you have had parcels delivered here, have they been sent to a post office here? we have lost parcels in the past, so i've always been worried about sending them here any more.

I use my street address, Esentepe, Girne, Mersin 10, Turkey, 99400. It's a good idea to put your local phone number on too. It goes to the Esentepe post office and I sign for it there. You can trace it all the way to Girne via various websites (see below) using the tracking number issued by the UK Post Office.

UK : https://www.royalmail.com/track-your-item#/
Turkey : https://gonderitakip.ptt.gov.tr/
TRNC : http://gonderitakip.gov.ct.tr/

Cost starts about £6 and depends on weight and whether you insure the goods, etc.
KMR Logistics also provide a service which seems to be good for large items but I've never used it.

[helendj]

thank you come on aylin, we have a post box in Esentepe, but this is where we have actually not received parcels, mind you can't remember them being tracked in those days, but i am wondering about KMR logistics who apparently do door to door, even for small parcels, and they're not too expensive either - might give them a try next time. thank you.

[come_on_aylin]

thank you come on aylin, we have a post box in Esentepe, but this is where we have actually not received parcels, mind you can't remember them being tracked in those days, but i am wondering about KMR logistics who apparently do door to door, even for small parcels, and they're not too expensive either - might give them a try next time. thank you.

We have a post box too but Royal Mail says not to use PO boxes as the goods need to be signed for. I have always received bank cards either in my Post box or via the post office, if they need to be signed for.

[helendj]

thank you come on aylin, i'm afraid i am the most suspicious person where postage is concerned from previous experience, and i wouldn't mind we've hardly had anything sent over, but lost most.

[dippersgirl]

Thank you all for all your help. Nothing has worked so far
I have tried pretty much everything. The last thing I'm doing is leaving it on charge overnight.
When I can find somebody to come to North Cyprus, I will buy a new one and then get them to bring it. Amazon have offered a 15% voucher to use with the purchase of the new one.