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Josh
Josh, Customer Service
Category: E-Readers
Satisfied Customers: 37316
Experience:  5 years as Network Admin, 10+ years of IT support
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I get a message say I cannot read my downloaded books

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I get a message say I cannot read my downloaded books because I lack a DRM
JA: What's the brand and model of your product?
Customer: Amazon Kindle Fire
JA: How old is your Kindle Fire?
Customer: About 18 months old
JA: What have you tried so far with your Kindle Fire?
Customer: Nothing as such, but some of the books in my library have disappeared
JA: Anything else you want the Android Expert to know before I connect you?
Customer: Can't think of anything

Hi! My name is ***** ***** I will be assisting you today. Please note that it can take a couple of minutes for a reply while I review your response and type out an answer.

Please press and hold down the power button for 25-30 seconds until the Kindle restarts
If that does not work, then please respond back and let me know so I can continue to troubleshoot.

Customer: replied 1 year ago.
The kindle was on and when I pressed the power button it turned off. I waited for 60seconds and turned it on again. What now?

Check to see if the issue continues

Customer: replied 1 year ago.
My hearing is rated server to profoundly deaf and would prefer to stay online

Check to see if the issue continues

Customer: replied 1 year ago.
No I don't want to speak on the telephone - I AM DEAF NOT BLIND

Yes, I understand -- Please decline the AUTOMATED phone call offer.

Check to see if the issue continues

Customer: replied 1 year ago.
I decline the telephone offer

Check to see if the issue continues

Customer: replied 1 year ago.
The issue continues. I can only reach one of the books I paid for and downloaded.
  1. Swipe down from the top of the screen and tap Settings.
  2. Tap Device Options, and then tap Reset to Factory Defaults.
  3. Tap Reset to confirm.
Customer: replied 1 year ago.
That seems to have restored the books which I had lost. Do I have to pay again to get back the other books I had downloaded>

No, the books should appear in your library.

Customer: replied 1 year ago.
I am missing three - Complete John Buchan; Complete Rudyard Kipling and South by Sir Ernest Shackelton

When did you purchase those 3 books?

Customer: replied 1 year ago.
About 18 months ago when I bought the Kindle. I have found "South" - sorry. So only two are missing and the Buchan I was looking at lest than 2 hours ago.

If you purchased them a while ago then the books will appear on your Kindle.

It is possible that they are still downloading from the restore.

Josh and 5 other E-Readers Specialists are ready to help you
Customer: replied 1 year ago.
OK thanks

You're welcome!