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Ask Cory Your Own Question
Cory
Cory, Technician
Category: E-Readers
Satisfied Customers: 3459
Experience:  E-Reader Expert
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I have a Kindle (one of the original models) whose screen is

Customer Question

I have a Kindle (one of the original models) whose screen is stuck on a scrambled picture.
The battery is fully charged.
Any suggestions?
Submitted: 3 years ago.
Category: E-Readers
Expert:  Cory replied 3 years ago.
Welcome, I am Cory. I will be assisting you today.

I am sorry you are having an issue with your Kindle.

Please tell me what model you have? http://www.amazon.com/gp/help/customer/display.html/?nodeId=200783660
Customer: replied 3 years ago.

Model number D00901


FoC ID: X7N - 0610

Customer: replied 3 years ago.

Model number D00901

FoC ID: X7N - 0610

Expert:  Cory replied 3 years ago.
Dilys,

How long have you had it?
Customer: replied 3 years ago.

Kindle Keyboard.


About 3 years

Customer: replied 3 years ago.

Model number D00901


FoC ID: X7N - 0610


Kindle Keyboard


about 3 years

Expert:  Cory replied 3 years ago.
Dilys,

When you reset it, does part of the screen reset and the other part stay frozen?
Customer: replied 3 years ago.

There are vertical lines down the screen, and traces of a picture behind them.


The bottom third of the screen seems to enage, with words like "Kindle User's Guide" visible

Expert:  Cory replied 3 years ago.
Dilys,

Let's do a hard reset

Please plug your Kindle into the charger for 10 minutes. Once 10 minutes has passed, with it connected to the charger, please slide in and hold the power button/on switch for up to 1 minute, until the screen flickers. Please let the Kindle charge for an additional 10 minutes.

Once the additional 10 minutes has passed, please let me know if it is working again.

If you have any questions, please reply and I will assist you.
Customer: replied 3 years ago.

Nothing has changed.

Expert:  Cory replied 3 years ago.
Dilys,

I am sorry to say this, but it is going to have to be replaced.

What your Kindle is doing is called an ink bleed. Once the ink has done that, it will cause your Kindle to do as you described.

Because it is more than a year old, you should contact Kindle. Sometimes they will replace it after the warranty, but that is at there discretion.

If they will not replace it, then they will sometimes give a discount on an upgrade.

I have had customers call and get a replacement after the warranty period.

Please contact Kindle UK at 0800 496 2449.

If you want to read your books on your computer in the mean time, please download the program here. - http://amzn.to/ZTF9ym

I apologize for this outcome.

If you have any questions, please reply and I will assist you.