My Kindle has frozen : it is switched on and I cannot turn it off or do anything with it. Normally I receive the Telegraph on it every day, and...

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Customer

My Kindle has frozen : it is switched on and I cannot turn it off or do anything with it. Normally I receive the Telegraph on it every day, and can get a new book when I want one. It is my second Kindle; I have had it a few years. Is there anything I can do to restore it?

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 Corrine,

Thank you for waiting!

Is your kindle in a case like a protective leather or rubber case?

Posted
Ferdinand Aquino
Kindle Expert

Hi Corrine,

Thank you for waiting!

Is your kindle in a case like a protective leather or rubber case?

Posted
Customer

Yes.   It is in a protective case.

Posted
Ferdinand Aquino
Kindle Expert

Ok First try removing it from the case and let me know once it is removed.

Posted
Ferdinand Aquino
Kindle Expert

Ok First try removing it from the case and let me know once it is removed.

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Customer

Sorry! I had to feed the cat!

Posted
Ferdinand Aquino
Kindle Expert

Its alright. Let me know once you got the kindle off of the Case.

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Customer

It is very firmly stuck in the case.   I am using a knife to try and wangle it out.  I will let you know when - or if - I succeed.

Posted
Ferdinand Aquino
Kindle Expert

Ok Can you also provide a good number where I can reach you at just in case?

Posted
Customer

I am in the U.K.   My phone number is 020 8688 8662.

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Ferdinand Aquino
Kindle Expert

Ok. Without removing the Case. Do you know where your Kindle's On and OFF button is?

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Customer

The switch at the bottom is the only one I know.

Posted
Ferdinand Aquino
Kindle Expert

Ok without removing the case yet.

HOLD down that on and off button.

Hold it for 40 sec. Be sure to press and hold it hard enough.

see if you will be able to get the screen to restart.

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Customer

I did that and it is now switched off.   It looks as if it is charging up now!

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Ferdinand Aquino
Kindle Expert

Ok Try holding the power again and let go when you see the Kindle logo.

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Customer

It has told me to wait a moment while the Kindle starts up - It has now gone back to the OFF page and is recharging again.

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Ferdinand Aquino
Kindle Expert

Try it one more time. Press and hold the power. When the screen change let go of the power right away.

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Ferdinand Aquino
Kindle Expert

Hi Corinne,

any update?

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Customer

Hooray!   It seems to have worked this time and I have today's newspaper!

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Ferdinand Aquino
Kindle Expert

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

Kindle not tunring ON

Solution Implemented :

Advised customer to hold the ON and off button and then wait until the Kindle restarts

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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