My Kindle has the Fire Kindle going across the screen like when it's first turned on, but can't get anything else. What can I do?

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Customer

My Kindle has the Fire Kindle going across the screen like when it's first turned on, but can't get anything else. What can I do?

Last updated
Ferdinand Aquino
Kindle Expert

Hello and welcome to ExpertHelp.com! My name is Ferdinand Aquino and I'm going to do everything in my power to answer your question to your full satisfaction!

Before we get started, I want to remind you ExpertHelp.com is an independent professional support company. We are not associated with Kindle nor are we paid to provide support on their behalf. However, we have helped hundreds of customers with similar questions and believe we can help you too. OK, let’s get started! :)

I’m available to chat now. Please let me know that you are ready by posting a response. I’ll leave my chat session open for the next 15 minutes or so and wait for your reply. If I don’t catch you this time, please respond with a few times (including your timezone) that work best for you and we can connect then.

Last updated
Ferdinand Aquino
Kindle Expert

Hi Lynn,

Thank you for waiting!

How long has it been when your Kindle started showing that Kindle prompt?

 

Posted
Customer

what should I do now

 

Posted
Ferdinand Aquino
Kindle Expert

 Hi Lynn,

Thank you for waiting!

How long has it been when your Kindle started showing that Kindle prompt?

Posted
Customer

about 1 hour and kept going

Posted
Ferdinand Aquino
Kindle Expert

 I see,

Is the Kindle in a case? or a protective rubber or leather case?

If yes, Remote it and let me know.

Also Im trying to call our number but there were no answer.

 

Posted
Ferdinand Aquino
Kindle Expert

Dear Lynn, It was a pleasure helping you with your Kindle issue today. Here is a summary of the resolution.
Issue identified :

Kindle stuck on Kindle Logo

Solution Implemented :

Call customer and assisted in performing a hard restart

Held the On and off button of the Kindle until the Kndle turned off

Held the on and off button again until the Kindle logo reappeared and waited until reboot.

Kindle now starts and loaded the main software screen

issue resolved

If issue resurfaces in next 30 days, come back to this Question page and let me know. If you are unable to find your way back to this Question page or if you have billing questions, please contact our customer support either by email (s**t@experthelp.com) OR call us at ***-***-****

Posted
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