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Ask Viet - E-Reader Tech Your Own Question

Viet - E-Reader Tech
Viet - E-Reader Tech, Technician
Category: E-Readers
Satisfied Customers: 36854
Experience:  Troubleshoot issues with E-Readers.
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I have lost the internet connection on my kindle reader The

Resolved Question:

I have lost the internet connection on my kindle reader The settings page tells me it is 'not connected' and the view tab does nothing.
Submitted: 2 years ago.
Category: E-Readers
Expert:  Viet - E-Reader Tech replied 2 years ago.
Viet - E-Reader Tech :

Hello! Thank you for your question. I will be assisting you today.

Viet - E-Reader Tech :

I'm sorry about the issue. What's the exact model of your ereader? What happens when you go to Settings -> Wi-Fi..., then select / connect to your wireless network name?

Customer:

kindle 4.1.1(1813030025)

Viet - E-Reader Tech :

Go to Wi-Fi/wireless setting on the kindle, do you see your network name?

Customer:

no- only device name below

Viet - E-Reader Tech :

When you go to Menu -> Settings, you see only device name?

Customer:

yes-and registered user

Viet - E-Reader Tech :

There are some similar models; please check below and let me know:
http://www.amazon.com/gp/help/customer/display.html/?nodeId=200127470

Customer:

from the choice it seems the '5 way controller' is mine. There is a serial number under device info B023 1702 2492 0E3N if this helps

Viet - E-Reader Tech :

This one:

Full Size Image

Viet - E-Reader Tech :

It says:



  1. From the Home screen, press the Menu button.

  2. Select Settings, and then select Wi-Fi Networks.

  3. In the list of detected networks, select a network to connect to it.

Customer:

yes

Viet - E-Reader Tech :

It says:



  1. From the Home screen, press the Menu button.

  2. Select Settings, and then select Wi-Fi Networks.

  3. In the list of detected networks, select a network to connect to it.

Customer:

I have done this;there is no list of networks; it is not password *****

Viet - E-Reader Tech :

When you go to Wi-Fi Networks it does not show any wireless network name?

Viet - E-Reader Tech :

You do see the setting option name Wi-Fi Networks right?

Customer:

that is correct

Viet - E-Reader Tech :

What's the brand/model of your internet/wireless modem/router device?

Customer:

orange livebox

Viet - E-Reader Tech :

it's wireless right?

Viet - E-Reader Tech :

Can you remove any cover on the kindle if there is

Customer:

yes and it is working because my wifes laptop connects OK

Viet - E-Reader Tech :

then disconnect the power cord from the orange livebox for about 2 minutes, then reconnect
, then press & hold the power on/off button on the kindle for about 60 seconds, then turn it back on and check

Viet - E-Reader Tech :

Please let me know.

Customer:

no change I'm afraid

Viet - E-Reader Tech :

I'm sorry, it looks like the kindle's antenna is bad, but can you reset the kindle to factory defaults, then check?

Customer:

tried that; nothing happens

Viet - E-Reader Tech :

Do you mean you've already reset the kindle to factory defaults and it erased everything ; it's fresh, but it still does see your wi-fi/wireless network name?

Customer:

no- i selected it but it did not erase anything or respond in any way

Viet - E-Reader Tech :

So you go to Settings -> Device -> Reset to Factory Defaults, but it did not do anything?

Customer:

correct

Viet - E-Reader Tech :

does it prompt to erase?

Customer:

yes

Viet - E-Reader Tech :

you select Erase..., it just stays there?

Customer:

it returns to device settings

Viet - E-Reader Tech :

how about selecting the cancel option instead?

Customer:

prompt disappears and we return to page 3 of 4 settings

Viet - E-Reader Tech :

let's see if we can re-install the kindle firmware. Are you able to connect the kindle to the computer?

Customer:

yes

Viet - E-Reader Tech :

Please download and save the file below (but do not open it):
https://s3.amazonaws.com/G7G_FirmwareUpdates_WebDownloads/Update_kindle_4.1.1.bin

Viet - E-Reader Tech :

Transfer the downloaded file to the kindle drive (the main drive, not in folders)

Viet - E-Reader Tech :

Disconnect kindle from pc, then



  1. From Home, press the Menu button, and then select Settings.

  2. Press the Menu button, and then select Update Your Kindle. OK.

Customer:

I have update kindle on my download ans USB drive mode on my kindle; the menu button on the kindle does not operate unless i eject it! do I click on the download?

Viet - E-Reader Tech :

download on computer then transfer over to kindle, then eject

Customer:

sorry- I clicked on the update and a media box appeared-don't know how to connect it to the kindle!

Customer:

shall I try again?

Viet - E-Reader Tech :

after transferring the downloaded file to the kindle drive, then eject from the computer, then go to Menu, Settings, Menu again, then Update your Kindle

Customer:

I'll try again

Viet - E-Reader Tech :

ok thanks

Customer:

I got the download moved it to the kindle (E drive) disconnected went ot settings but nothing changed

Viet - E-Reader Tech :

Go to Menu, Settings, then Menu again, then what happens?

Customer:

list appears shop in etc

Viet - E-Reader Tech :

At the Home screen, you press Menu button, then select Settings, then right away, press Menu button again, then it shows list / shop?

Customer:

yes includes restart, factory defaults; sync;legal

Viet - E-Reader Tech :

select factory defaults again, and erase

Customer:

same response! returns to settings page 1

Viet - E-Reader Tech :

Sorry, kindle is bad; well, are you able to download books from computer, then transfer over the kindle to read?

Customer:

have't tried but there does not seem to be any connection between the kindle and the computer so I'm not hopeful- I'll try

Viet - E-Reader Tech :

Do you have windows xp, vista, or 7, or 8, or mac computer?

Customer:

windows 7

Viet - E-Reader Tech :

With the kindle connected to computer, click on Start, then click on Computer, then do you see the kindle drive letter there?

Customer:

yes- I see it is connected!

Viet - E-Reader Tech :

did you transfer the downloaded firmware file to that kindle drive letter?

Customer:

yes I think so

Viet - E-Reader Tech :

you can open the kindle drive letter to confirm

Customer:

ah! nothing-I'll try again!

Viet - E-Reader Tech :

ok

Customer:

update not high lighted!

Viet - E-Reader Tech :

sorry, the kindle is already updated to the latest version, so it won't let you update

Viet - E-Reader Tech :

since the kindle is bad; you have to transfer books from computer to kindle

Viet - E-Reader Tech :

I can show you that

Customer:

please

Viet - E-Reader Tech :

test downloading a book with the above instructions

Customer:

OK I may lose you-can I get back via e mail?

Viet - E-Reader Tech :

Yes, I have emailed you; to get back to me, just click on the link in the email message from Viet / JustAnswer.

Viet - E-Reader Tech :

Basically, with the kindle connected to the computer, at the website below, click on the action button of each book you want, then click on the option: "Download & transfer via USB", and continue.
https://www.amazon.com/mycd

Viet - E-Reader Tech :

, after downloading / saving a book file to the computer, then open the Kindle drive letter, then Documents (or Books folder) in the kindle drive letter, then transfer the book file there.

Customer:

did all that -not sure I followed correctly will try again after lunch in 30 minutes if thatsOK

Viet - E-Reader Tech :

were you able to download a book file to the computer? were you able to transfer the book file to the folder Documents (or folder Books) on the Kindle drive letter?

Viet - E-Reader Tech :

if yes, then see if you can read that book on the kindle

Viet - E-Reader Tech :

Sorry, I have to go offline by then, you can let me know if there is still any issue any time, then I'll reply back to you as soon as possible

Viet - E-Reader Tech :

By the way, if your kindle goes bad, you can read books on the PC computer (or laptop or tablet or smartphone):
Kindle for PC:
http://www.amazon.com/gp/help/customer/display.html?nodeId=201245960

Customer:

hi back again mark two!

Viet - E-Reader Tech :

ok

Viet - E-Reader Tech :

Let me know if you are stuck somewhere.

Viet - E-Reader Tech :

Sorry, I have to go offline for now.

Viet - E-Reader Tech :

Please let me know how it goes later; I will reply back to you when I'm back at my computer. Thank you for your patience,

Customer:

I have downloaded a book and it registers in the e-drive kindle but not on the machine itself-I thought the device might be full so I have deleted a range of books but nothing has changed!

Customer:

hi again

Customer:

manged to go through the process again-the book shows in the e-drive but not on the machine

Customer:

hooray done it-not sure how I did it really-shows I can get books from my PC

Viet - E-Reader Tech :

Great. As long as you transfer downloaded book files from the computer to the folder Documents (or folder Books) inside the Kindle drive letter, then you are fine.

Viet - E-Reader Tech :

If you need help with anything else, please come back any time. Also, can you please take a moment to rate my service by clicking on a face icon / service option below, then click on Submit / OK when it shows up. Thank you very much for your patience,

Viet - E-Reader Tech, Technician
Category: E-Readers
Satisfied Customers: 36854
Experience: Troubleshoot issues with E-Readers.
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