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Jason Jones
Jason Jones, Computer Expert
Category: Computer
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Experience:  Over 10 years of professional experience.
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my kindle fire hdx bought today will not close down

Customer Question

my kindle fire hdx bought today will not close down
Submitted: 3 years ago.
Category: Computer
Expert:  Jason Jones replied 3 years ago.

Jason :


Hello and thank you for your question today. My name is Jason. I look forward to helping you today.


Jason :

May I ask for you to elaborate on what the specific issue is?

Jason :

If the device will simply, not turn off, you can fix that by pressing the power button for 20 seconds on the Kindle.

Jason :

Hello?

Jason :

I see that you chose to rate me instead of continuing.

Jason :

You came to the site asking for help. I am trying to help.

Jason :

May I ask for you to explain what it going on?

Jason :

Was that a mistake when you rated and chose to end with me?

Jason :

I am only here trying to help. I hope that I can.

JACUSTOMER-jy5shi2l- :

Itried yoou solution several it did not work sorry I am 84 and am a bit fed tp I was playing music It gop] to s]

Jason :

Hello

Jason :

I just began with you 20 minutes ago.

Jason :

I am sorry to hear that.

Jason :

Just to be clear, the problem is that you cannot turn your Kindle off or Close it down, correct?

JACUSTOMER-jy5shi2l- :

yes J was playing there were abot 20 turs and it got is far as 5 and then frpze I decided it was best to turn i off and go to bed but ut bwould not turn off

Jason :

Oh okay

Jason :

This is a common issue. It can be fixed by simply holding down the power button for 20 seconds.

Jason :

That will force it to turn off.

Jason :

Did that work?

JACUSTOMER-jy5shi2l- :

tried it several times and it still will not close

Jason :

Hmm.. Very curious

Jason :

On the screen, what is it displaying?

Jason :

Are you by any chance mirroring the Kindle onto another screen or TV?

JACUSTOMER-jy5shi2l- :

it says clear player add song to list,go to album remove the device

Jason :

This is very odd.

Jason :

If you press and continuing holding down the power button for 20 seconds, does it change the screen at all?

JACUSTOMER-jy5shi2l- :

my screen is a television

Jason :

ok

Jason :

Do you have the Kindle connected to it?

JACUSTOMER-jy5shi2l- :

yes it is

Jason :

While you have the Kindle connected to an external screen, it will not turn off.

Jason :

That is the problem.

Jason :

You must either turn the TV off first and then turn it off or disconnect it and then turn it off.

Jason :

Please, try that. Disconnect the tv from the Kindle and turn the Kindle off.

Jason :

I assume that fixed it.

Jason :

Please, do not forget to update your rating of me that you made earlier.

Jason :

You can do that below.

Jason :

If you ever have any questions or problems in the future,please, let me know.

Jason :

I am here most hours of the day, 7 days a week.

Jason :

May I ask, if that fixed it?

JACUSTOMER-jy5shi2l- :

I am unable to do anything at all

Jason :

Why is that?

Jason :

You will have to do the following:
- Unplug the Kindle from the screen
- Press the power button and turn it off

Jason :

May I ask, if that worked for you?

JACUSTOMER-jy5shi2l- :

no change

Jason :

Oh okay

Jason :

Did you already unplug the Kindle from the tv?

Jason :

So as of right now, nothing should be plugged into the kindle. Once nothing is plugged into the Kindle, press the power button, wait 20 seconds, then let go of the power button.

Jason :

What are those results?

JACUSTOMER-jy5shi2l- :

no it still on my tv iis a MIRRI and is my monitor

Jason :

Okay.

Jason :

Unplug the Kindle from the TV

Jason :

Actually, do that, turn your tv off, and try turning it off again.

JACUSTOMER-jy5shi2l- :

there is only one button and i pressed for 20 secs as you said after several pauses tridd it again and it is stil. .on

Jason :

ok

Jason :

There should be volume buttons and a power button.

Jason :

Are you pressing the button that has a circle and a line in it?

Jason :

It should be on the back of the Kindle.

Jason :

The button is displayed on the right of this image: http://www.digitaltrends.com/wp-content/uploads/2013/09/Kindle-Fire-HDX-back.jpg

JACUSTOMER-jy5shi2l- :

still everythis is dis connted

Jason :

ok

Jason :

Do you see the image I linked above?

Jason :

The button on the right of that image is the power button. Is that what you are pressing?

JACUSTOMER-jy5shi2l- :

yes

Jason :

Okay

Jason :

What happens on the Kindle screen when you press the power button for 2 seconds and let go?

JACUSTOMER-jy5shi2l- :

nothing

Jason :

Okay

Jason :

What is displaying on the screen now?

JACUSTOMER-jy5shi2l- :

same as before it all eems to be frozen

Jason :

ok

Jason :

Thank you

Jason :

In that case, it may be, as you put it, 'frozen'. I see that you just purchased this device today. May I suggest that you bring this item back to the store as soon as possible and replace it or get a refund?

This new out of the box, you should not have ANY problems.

Jason :

Does that make sense?

Jason :

I wish there was more that I could do from my end; however, it looks like this device is faulted.

Jason :

There is only so much I can do from my end.

JACUSTOMER-jy5shi2l- :

what more cani say as ity is sunday i am relectant to call on my computeer man who set it all up fpr me ishall have to wqit till tomorrow

Jason :

Oh okay, thank you.

Jason :

Please, do not forget to update your rating of my service below.

Jason :

If need be, you or your computer man can continue with me later by coming to this site.

Jason :

Thank you again for your time and patience today.

JACUSTOMER-jy5shi2l- :

ok thanks for that speak later cheers

Jason :

Thank you

Jason :

I see that you left without rating me.

Jason :

Thank you. Please, do not forget to update the rating that blemished my profile.

Jason :

Regards.

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