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Richard
Richard, Engineer
Category: E-Readers
Satisfied Customers: 35306
Experience:  E-Reader Engineer
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my kindle is plugged in but not charging

Resolved Question:

my kindle is plugged in but not charging
Submitted: 3 years ago.
Category: E-Readers
Expert:  Richard replied 3 years ago.
Thank you for your question, my name is XXXXX XXXXX 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.

Can you please remove the Charger from the Kindle.

Then hold the power on the Kindle to off for 35 seconds and release.

Once done, turn on the Kindle, plug in the charger and tell me if it is now charging please.

Thank you
Customer: replied 3 years ago.


usb drive mode. not charging

Expert:  Richard replied 3 years ago.
Is it connected into a USB hub, or directly into the computer?
Customer: replied 3 years ago.


connected to computer but not charging please reply

Expert:  Richard replied 3 years ago.
ok, On windows you eject by going to Computer (Computer) and right clicking on the Kindle drive and selecting the eject option.

Once done, it should then charge.

Let me know the results please

Customer: replied 3 years ago.


I have been on computer . cannot find kindle drive

Expert:  Richard replied 3 years ago.
ok, then it is already in this mode.

How do you know it is not charging? Is the orange light on?
Customer: replied 3 years ago.


no

Expert:  Richard replied 3 years ago.
ok, plug it into a wall socket instead of the USB port on the computer

Is it then charging?
Customer: replied 3 years ago.


already done that with two different chargers and cables. orange light not on

Expert:  Richard replied 3 years ago.
Thanks Ken

What model Kindle is it?
Customer: replied 3 years ago.


paperwhite

Expert:  Richard replied 3 years ago.
Thanks

We need to do a hard reset of the Kindle to rule out the firmware as the issue.

This will remove all content and return it to new, but we cannot avoid this.

To do this, please click my link below and follow the instructions in the film

http://www.youtube.com/watch?v=HKHrTqugxQc

Once it is reset, setup the Kindle and let me know if it now charges please.

Customer: replied 3 years ago.


kindle wiped clean. not charging

Expert:  Richard replied 3 years ago.
Thanks Ken

It is the Charging port on the Kindle that has faulted.

A corrupted firmware can cause this. But we have ruled this out by reinstalling it. The fact that the problem continues, confirms it is the charging port itself that has faulted.

I am really sorry about this and you are going to have to return the Kindle to have it replaced. It is a known problem, and is covered by the warranty if this has not expired, with the replacement performed at no cost to you.

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
Richard, Engineer
Category: E-Readers
Satisfied Customers: 35306
Experience: E-Reader Engineer
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