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Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 38521
Experience:  Over 15 years of consulting to the IT industry
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I recently purchased Kindle Voyager and cannot transfer books

Resolved Question:

I recently purchased Kindle Voyager and cannot transfer books etc from old Kindle. It demands a password ***** the usual one is not recognised. Help!
Submitted: 2 years ago.
Category: Computer
Expert:  Richard replied 2 years ago.
Thank you for your question, my name is ***** ***** I look forward to assisting you.
Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.
This is usually an issue with the Firmware, so I would first like you to do this please.
Remove the charger from the Kindle and hold the power button to off for 35 seconds.
Release, then connect the charger and try to turn on the Kindle.
Let me know the results please
Thank you
Customer: replied 2 years ago.

still get keyboard and request for password ***** switching on again.

Expert:  Richard replied 2 years ago.
Is this the password ***** unlock the screen John?
Customer: replied 2 years ago.

yes

Expert:  Richard replied 2 years ago.
Thanks John and my apologies for the delay
You will have to enter###-##-####
It is going to return your Kindle to new, but its the only way to remove the lock.
Let me know the results please
Customer: replied 2 years ago.

It seems last digit on screen is not recognised so I still get enter passwod

Expert:  Richard replied 2 years ago.
It is definetly###-##-####
http://www.amazon.com/gp/help/customer/display.html?nodeId=201506010
Are you sure you entered 3 times of each (1,2 and 7)?
9 digits in total?
Customer: replied 2 years ago.

Yes Richard - but this is the same whatever I put in. Keyboard seems to be loth to accept digit until another is put in.

Expert:  Richard replied 2 years ago.
Sorry John, just needed to be 100% sure
Are you sure this is for the screen lock, to unlock it?
Or is it for the wifi connection or Amazon account?
Customer: replied 2 years ago.

It is to unlock the screen

Expert:  Richard replied 2 years ago.
ok, thats the code John, 100%
The only other reason for this is the internal memory that has faulted and the firmware has malfunctioned. You're not going to be able to get past this screen.
I am really sorry about this and you are going to have to return the Kindle to have it replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you. But your going to have to replace it John.
I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.
And if you can take a second to rate my service, that would be greatly appreciated.
Thank you
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