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Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 43209
Experience:  Over 15 years of consulting to the IT industry
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paperwhite kindle ffrozen

Customer Question

paperwhite kindle ffrozen
Submitted: 4 years ago.
Category: Computer
Expert:  Richard replied 4 years ago.
Thank you for your question, my name is Richard.

Can you remove the charger from the Kindle please.

Then hold the power button to off for 30 seconds, then release.

Plug in the charger, turn on the Kindle and tell me if it now functions please.

Thank you
Customer: replied 4 years ago.

Completely white screen whereit had the lock screen on before

Expert:  Richard replied 4 years ago.
Thank you

It was just displaying the last screen, which showed the lock screen, but it is the internal memory that has faulted.

A corrupted firmware can cause this. But we have ruled this out by trying to restart it. The fact that you now get the white screen, confirms, it is the memory that has faulted. The Kindle cannot read this, and this is why you only get the white screen.

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, 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
Customer: replied 4 years ago.

Thank you for your help.

Expert:  Richard replied 4 years ago.
Your most welcome.

It can happen with these Kindles, but you will get it replaced at no cost.

Let me know if you need anything else, and please remember to Rate me by clicking on one of the Smiley faces below.

Thank you