How JustAnswer Works:
  • Ask an Expert
    Experts are full of valuable knowledge and are ready to help with any question. Credentials confirmed by a Fortune 500 verification firm.
  • Get a Professional Answer
    Via email, text message, or notification as you wait on our site. Ask follow up questions if you need to.
  • 100% Satisfaction Guarantee
    Rate the answer you receive.
Ask Kriptokrit Your Own Question
Kriptokrit, Computer Support Specialist
Category: Computer
Satisfied Customers: 3073
Experience:  Over 6 years of experience in Computer support service.
Type Your Computer Question Here...
Kriptokrit is online now

I have a kindle E Reader which I have had no problems with

This answer was rated:

I have a kindle E Reader which I have had no problems with it is two years old. I have
tried to get into the Kindle store but it keeps coming up no connection. It keeps saying
wrong pass word. Don't know how to re connect need help. Can you make it step by
step as don't know anything about computers.

Many Thanks

Mrs Sharon Herbert
Welcome and thanks for your question.

I'm Todd and I will be the expert working with you today to help resolve your problem.

Were you able to use your Kindle before this issue appeared?

Do you have any computer that is currently connected through Wifi?
If yes, what is the operating system on your computer (XP, Vista, Windows 7 etc.)

Customer: replied 4 years ago.

Yes BT Home Hub 2.0

Hi Sharon,

Thank you for your reply.

Just to confirm, your computer operating system is Windows 7, correct?
Customer: replied 4 years ago.


Thank you.

Please note that electronics troubleshooting is not always easy and sometimes I will not be able to find solution for your problem immediately, so if my first answer does not resolve your problem or you need more information please do not rate my answer negative BAD SERVICE or POOR SERVICE (that will result in a permanent negative feedback on my record - very damaging for me). Please use "Reply to Expert" button instead.


First of all, we need to reset your Kindle.

Please follow the steps below to reset your device:
1. Press and hold (or slide and hold) the power button for exactly 35 seconds.
2. After 35 seconds, release the power button.
3. Wait 2 minute, then turn on your Kindle.
4. Test your Kindle.

Please try this procedure at least 3 times (if you have leather cover or any other cover remove it).

If that doesn't help please follow the steps below to find your wi-fi password XXXXX your computer:

1. Click the wifi strength indicator on the taskbar at the bottom right corner of your computer.

2. Right-click on your wifi network name, and select "Properties".

3. Select "Show characters" to display the wifi network password.

When done, reset your Kindle (using procedure above) and try to connect it using wifi password XXXXX found on your computer.

Please don't hesitate to ask if you have any difficulties. I will be happy to help with any follow up questions.

If you have any difficulties or you need more information please do not rate my answer negative BAD service or POOR service. Reply to me using "Reply to Expert" button and I'll provide you with more help.

Kind Regards,
Customer: replied 4 years ago.

I have done three times and have rebooted the wireless hub still

no joy

Did you perform the procedure (on your computer) to find out the wifi password XXXXX the step by step instruction I have provided you with?
Customer: replied 4 years ago.

Our computer doesn't have this picture just comes up trouble shooter

problems it scans and cant fine it would it be better for you to ring

as we don't understand computer jargon


Customer: replied 4 years ago.

I have now rebooted the kindle again for the forth time and It has now

connected and I can get into the kindle shop.


Thank you for you help

Great. I was just writing you an answer (reboot solution).

You're welcome. I'm glad that I could help.
Please don't hesitate to ask if you need more information.

If you are satisfied with my personal service (my effort to help) please don't forget to rate my answer with GOOD SERVICE or EXCELLENT SERVICE, as this is the only way I get credited for helping you.

Thanks for using our service.

Best Regards,
Kriptokrit and 2 other Computer Specialists are ready to help you