So 99% of the time your Kindle Paperwhite is working fine but every now and then you come across an issue with it that you can’t seem to resolve. I wanted to create this troubleshooting guide which can help resolve a number of common issues you may face when using your Kindle Paperwhite.
I’ve got some great tips on resolving:
- My Kindle Won’t Charge
- My Kindle Will Not Connect To WiFi
- My Kindle Won’t Turn On
- My Kindle Has Frozen
- When All Else Fails – Some More Drastic Measures
This Is You Before Reading My Post
These should get you Kindle Paperwhite up and running again and have been tested on a number of different generations of the device. So let’s get your Kindle Paperwhite started!
My Kindle Won’t Charge
Solution 1 – Faulty Charging Cable
The first thing to check here is that your Amazon Kindle Cable is not a dud. You can actually change your Kindle on any standard USB cable. USB cables can become damaged through overuse or bending them on a regular basis. If you have an Android phone, you can try charging the device with the same cable you use to charge your phone. If not, USB cables can be picked up from many discount stores in your area.
Solution 2 – Faulty Charging Plug
It may well be the case that the cable is fine but the plug is not. You can test this is a couple of ways. First, try charging your Kindle through a laptop to see if there’s any luck there. Next, if you have an Android phone, you can use the same plug to charge your Kindle. I would recommend leaving it overnight to give it the best chance of charging.
Image Right – Is The Kind Of Plug You Should Be Looking For
Solution 3 – Restarting The Kindle
This is different that turning the power button off and on again. Firstly try a soft reset. This involves holding the power button for 7-10 seconds. The Kindle screen should flash off and on indicating a reset has been performed. Then try charging the device overnight. If this fails, try a hard reset. This involves holding the power button for at least 45 seconds. The same screen flashing will occur. Again leave the device charging overnight. One thing to note here is that you will not lose any of your content on the device by performing either of these actions.
Solution 4 – Inspecting The Charging Port
It may be that something small has become lodged in the power port which is preventing the connection being made between the cable and the Kindle. I’d recommend using a torch to inspect this. You may also discover that the port has become bent which means it’s not going to make the connection correctly. Without invalidating your warranty, that’s going to be difficult to fix so it’s worth getting in touch with Amazon customer services at this point.
Solution 5 – Pulling The USB Cable Out And Back In Again
This might be a quick fix for your charging issues. You should hear a click when connecting the USB cable. If not, try a different cable to see if you get the desired effect.
Solution 6 – The Battery Is Actually Dead
If the Kindle Paperwhite hasn’t been used for a long time or has been left in a place which is too hot or cold for it, this can kill the battery. If all of the above solutions have failed, this is likely that the battery is dead and not much can be done about that other than contacting Amazon Customer Support.
My Kindle Will Not Connect To WiFi
Solution 1 – Let’s Start With The Obvious
So let’s make sure that you’ve not got Airplane mode enabled and WiFi mode disabled. You’ll see a picture of a plane in the top left hand corner if you’re in flight mode. If you have WiFi disabled then won’t see this symbol in the top left of the screen on your Kindle
Solution 2 – Forget The Connection And Connect Again
You may have entered your password incorrectly too many times and so the WiFi connection just isn’t letting you on anymore. In the settings section, navigate to WiFi connections and select forget connection. Once done this will enable to you connect again as if you’re a brand new user and enter the password again
Solution 3 – Reset The Kindle
Your Kindle kindle sometimes does need a reset to function again properly again. You can do this by holding the power button for 45 seconds until you see the screen flash. As mentioned before, you won’t lose any of your EBooks or other settings.
Solution 4 – Reset The Router
We’ll start with the simple solution where you need to switch off the plug, wait 10 seconds and then switch the router plug back on. Your WiFi router will look something like this (see image below). You’ll need to wait about a minute for the router to come back online before trying to connect to the WiFi again.
Next we’ll look at resetting the WiFi router to its default settings. This will involve opening a web browser and following your manufacturer’s instructions to do this. An example guide can be found here
Solution 5 – Try Connecting Your Kindle To Another WiFi
It’s time to take your Kindle Paperwhite on a day trip. These days you can find open WiFi spots pretty much everywhere. Some are more reliable than others so I could recommend hanging out in your favourite cafe and asking for the WiFi password. If this works then it proves that something needs to be fixed with your local WiFi network.
Time To Treat Yourself Whilst You’re Fixing Your Kindle
Solution 6 – Make Sure Your Kindle Paperwhite Is On The Latest Software Version
This can have an effect if Amazon have released an update that means your Kindle is no longer compatible with your WiFi network. You’ll need to follow this guide from Amazon which will allow your to download the latest version of software onto your PC.
My Kindle Won’t Turn On
Solution 1- Soft Reset
Let’s try a soft reset. This can be done even if the Kindle is not on. Hold the power button for 7 seconds and the release it. If successful then the screen will flash and your Kindle will come back to life! To reiterate, this will not erase any of your content or settings.
Solution 2 – Hard Reset
If the soft reset fails then go for a hard reset. Hold the power button for 40 seconds and then release it. You should see the same effect as the hard reset where the screen will flash and then the Kindle should turn back on. Again this won’t erase any of your content of settings.
Solution 3 – Overnight Charging
I’ve use this tip from when I have issues with other electronic devices with charging issues or when they will no longer turn on. Leave the Kindle Paperwhite plugged into mains overnight and hopefully in the morning that you’ll have the nice surprise that it’s come back to life!
My Kindle Has Frozen
Solution 1 – Soft Reset
As you can tell, soft reset is good for a range of problems. By holding the power button for 7 seconds and releasing, you should see the Kindle screen flash and then start loading up again. You can then test whether or not this has fixed the issue by trying to read a few different books and navigating between the reading screen and the home screen.
Solution 2 – Hard Reset
To enable a hard reset, you’ll need to hold the power button for at least 45 seconds before releasing. Once this has been done, you should see the Kindle rebooting. As with the soft reset option, try browsing through a few Kindle books and navigating between different menus to see if this has fixed the problem.
Let’s Thaw Out Your Kindle
Solution 3 – Let The Battery Drain Flat
There are a few ways to speed this up. Firstly, enable the WiFi and then turn the brightness settings to full. If you spend around 30 mins a day navigating between books and the other various menus, it should take no time at all to drain it flat. Then I’d recommend charging it from the mains and leaving it overnight.
Solution 4 – Getting Rid Of Corrupt Files
The Kindle could be freezing because some of the Ebooks which have been downloaded have become corrupted. To test this you’ll need to plug your EReader into your PC and manually delete the EBook files. These can be found in the folder EBooks. Once this has been done, unplug the Kindle from the PC and enable WiFi on the Kindle. This will start the syncing process with your EBooks on Amazon cloud.
Solution 5 – Perform A Software Update
We want to make sure your Kindle is on the latest software version. This can be done navigating to the settings screen and selecting software update. Alternatively you can download the software update manually following Amazon’s instructions here.
When All Else Fails – Some More Drastic Measures
So the options below are a little more drastic and irreversible so make sure you read all of the instructions below before you have a go.
Solution 1 – Factory Reset
If you can get your Kindle to start up you can navigate to the settings screen to perform a factory reset. Warning – This will erase your EBooks on the device and reset any customizations you’ve made on your Kindle. It will also reset your WiFi settings so make sure you have access to those details before performing the reset.
Solution 2 – Disconnecting Your Amazon Account
I’d recommend trying this is you’re having issues with downloading EBooks or issues with connecting to the Amazon store. You’ll need to open a browser on your PC and go to Amazon.com. Once there you’ll need to login and navigate to the section ‘Manage My Kindle’. From here you’ll be able to un-sync your Kindle. Once you’ve done this, delete any EBooks from the Kindle where you’re having issue. Finally re-sync your Kindle on Amazon.com by navigating to the same section.
Solution 3 – Contacting Amazon Support
Amazon have gotten pretty good with Customer support these days. There are a variety of ways to get in touch with them including email, live-chat and phone numbers. I’m not sure if this is something that Amazon still do but when I had an issue with my Kindle I got a free replacement as it was within the 12 month warranty. They’ll normally need some screenshots or videos of the issue you’re facing. You’ll normally need to login into your Amazon account so your can explain the problem.
This Is Your Now That You’ve Fixed Your Kindle!
Conclusion
So hopefully that was useful to people having issues with their Kindle Paperwhite. I just wanted to wish you good luck on bringing your Kindle back to life and any further questions feel free to drop a comment below.
Until next time
Cheers
James
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james
My name is James and I'm the founder on BestEReadersOnTheMarket.com. I wanted to create a site that makes it easy for people to choose what's the right EReader for them out of the hundreds of choices though writing in-depth reviews and guides.
Comments
Jewelia
Hi James,
Thank you for the troubleshooting tips. You are right, sometimes things causing the problem are simple and obvious and yet we forget to check them first before starting to panic.
I didn’t know that an Android phone’s plug can be used to charge your Kindle. That’s a very useful tip! The software update is another thing that I often leave for later and then forget that I didn’t install the latest version. And a battery life… it’s so easy to forget your Kindle in the car under the direct sun rays or overnight in the winter cold.
Most of these little tricks that you mention are well known and yet… I could go crazy trying to figure out what’s wrong with my Kindle’s WiFi connection when the actual problem is on the other end. Of course, I should first reset the router! Don’t I do this for other electronic devices in the house? Why not for Kindle? And yes, a trip to the closest Starbucks is much more meaningful and pleasant than staying in a place with a broken WiFi and crying in desperation.
Thank you again for the troubleshooting list, which must be handy as a reminder.
All the best,
~ Julia
james
Hi Julia,
Thanks very much for your comment. Glad you found the tips useful and ironically it’s usually the simple thinks that fix 99% of the problems when it comes to tech! Let me know if you have anymore tech issues and happy to help out.
Cheers
James
Aaron
Hey James, your post was very helpful to me. If I could give you thumps up I would. 🙂 My girlfriend just bought a kindle and yesterday It just froze and nothing worked anymore. I tried to reset it but it didn’t do anything. so I just went through your list of things that could help. Finally, I was able to drain the battery and now it works perfectly. thanks. 🙂
james
Hi Aaron,
Really glad that I was able to help and it makes it all worth while when you can help someone with a genuine problem!
Cheers
James
Kathy Beevors
Hi James,
Please help. I had about three hundred books on my Kindle Paperwhite ,suddenly I have six hundred and if I want to read one it had to download while I wait. This is not how it used to be, I am wondering if it has doubled the number of books if so I do not know how.
What do you think?
Regards
james
Hi Kathy,
Well that’s a first! Given the number of books I’d recommend plugging into a laptop to dig into deeper what these extra books are and make sure they’re not duplicates. Your Kindle should not be downloading books without your consent so I’m suspecting that it’s someone duplicated them. Let me know how you get on
Cheers
James
Jan Lewis
I share my kindle with my daughter and don’t want to upset her settings if I can avoid it . My kindle keeps coming up with ” An error occurred.,if you purchased this item from Amazon delete the item and download it from t he cloud ” what is the cause of this error ?
james
Hi there,
Thanks for your post. Let’s see what we can do here without having to perform the standard factory reset. The issue might be to do with your Amazon account as opposed to the Kindle itself. I’d recommend downloading the Kindle App to your phone and seeing if you can view purchased books on this device. If they won’t download on your phone then it sounds like an issue with the Amazon account which you could then get in touch with the support team to resolve.
If the books work fine on your phone then it’s likely the device and you may need to perform a factory reset. There isn’t unfortunately a way to backup your settings so before you do this, you’d need to make a note of your daughters settings before you do this step.
Let me know how you get on.
Cheers
James
Marcia Hansen
Some of the books I want to buy are marked kindle unlimited but when I try to buy them they are a dollar amount and not kindle unlimited.ieSomeone Like You by Brittney Sahin. There is a Read now box, but I don’t know what its for. I’m frustrated. Thanks for your help.
james
Hi Marcia,
thanks for raising this issue. This is an odd one as I’m also seeing this issue on the book you mentioned:
https://www.amazon.com.au/Someone-Like-You-Contemporary-Becoming-ebook/dp/B07643MW75/ref=sr_1_1?dchild=1&keywords=Someone+Like+You+by+Brittney+Sahin&qid=1601005238&sr=8-1
What I would recommend is reaching out to Amazon support here to confirm your Kindle unlimited subscription is active as something might have gone wrong here.
Let me know how you get on.
Cheers
James
Connie Matteson
My Paperwhite converted to another language and I cantove it back to English
james
Hi Connie,
Thanks for raising this issue. I’ve included a video link which shows which screens you’ll need to navigate through visually to get it back to English. Hopefully that should solve your issue:
https://www.youtube.com/watch?v=RKDN2AmsREw
Cheers
James
Cheri
Hi James, I have a Kindle Paperwhite that has been working fine since 2012, although it hasn’t undergone a heavy workload. I was turning it off after reading recently and bobbled it in my hand while I was pressing the on/off switch. Subsequently, it has frozen on the tree icon page. I have tried a soft and hard reset (after letting the battery die) and the screen will go blank for a moment and then the tree icon comes back. It charges fine and the on/off button works fine. I can’t get to a page to do a factory reset. Any suggestions would be greatly appreciated. I am heartsick! Thank you
james
Hi Cheri,
Sorry to hear about your Kindle failing to start up! So one additional thing you could try is connecting it to your PC to try and force the EReader out of the mode it’s gotten stuck in. I’ve had that a couple of times before where the EReader will get stuck in a certain mode and only the detection of a PC can snap it out of that state. As you’re out of the 12m warranty Amazon won’t replace it I’m afraid. There doesn’t seem to be a way to remotely factory reset the device from the PC otherwise I’d recommend that. Let me know how you go.
Cheers
James
Catherine McKenna-Richell
I’m having the same problem as Cheri except that last night, after I was finished reading, I closed the e-reader cover. (I always do that.) This morning when I opened it up, the tree was there. I also tried the soft and hard boots but nothing changed except that a white screen will blink a couple of times then the tree comes back. I plugged it into my PC but don’t know what to do now. I bought this in September of 2021 so, fortunately, it’s under warranty. I’m in the middle of a great book and can’t wait to be able to fix this. It charges fine (green light is solid) and the on/off button works fine. I can’t get to a page to do a factory reset. I would appreciate any help you can give me. Thank you.
james
Hi Catherine,
Thanks for reaching out. You’ve done all the right things here and given it’s still under warranty I’d recommend getting in touch with Amazon as there may be a core underlying issue with the device. Given that you’re halfway through you can still access this via the Kindle mobile app or logging in online via your computer so you don’t have to wait until a replacement arrives. I know it’s not the same kind of experience but at least you’ll get to finish your book!
Let me know how you get on.
Cheers
James
Jo
I have exactly the same problem. Purchased January this year. So upsetting in the middle of a good book
james
Really sorry to hear Jo you are having the same problem. Hopefully your Kindle is still under warranty and you can get in touch with Amazon. As I recommended to Catherine, you can still use the mobile app version though I know it’s not the same experience.
Cheers
James
Mary
Hi James. My paperwhite reader appears to be stuck. I closed cover and when I reopened the cover it do not open to the page I was reading but to a display page such as a pic of pencils. The the screen turned completely white. I have tried rebooting (soft & hard), recharged reader but nothing changes. Do u have any suggestions? Thanks
james
Hi Mary,
Thanks for raising this issue. Couple of recommendations here. Firstly try plugging the Kindle into a laptop using the USB cable to see if that resolves the issue. The other is letting the battery go completely flat and then recharging it. Let me know how you get on.
Cheers
James
Pam Teskey
I just received my paperwhite waterproof kindle and it won’t turn on. I held the start button for 7 seconds and for 40 seconds but nothing happens. The green light is on so it should be fully charged.
admin
Hi Pam,
Sorry to hear your having issues with your Kindle. So if it’s a brand new purchase then it sounds like it unfortunately has a manufacturing fault. It should just work out of the box. I’d recommend getting in touch with Amazon as it’s within the 12m warranty so they should be able to sort out a replacement if they cannot provide any further assistance.
Cheers
James
Lori Reddan
I’ve picked out library books from my Libby app on my iPhone but cannot get them to transfer to my kindle. How do you do it?
james
Hi Lori,
Thanks for your post. Having looking into Libby it looks like this post should help you out:
https://help.libbyapp.com/en-us/6017.htm
Shout out if this doesn’t work and happy to take a further look.
Cheers
James
AUDREY
I WENT AWAY AND MY KINDLE WAS NOT USED FOR A WHILE. NOW I CANNOT GET TO CHARE. IS IT HOPELESS?
james
Hi Audrey,
Sorry to hear you’re having issues with your Kindle. If it’s been discharged for a while I’d recommend leaving it plugged in for a couple of days to give it a chance. If this still doesn’t work and your product is still under warranty then you can get in touch with Amazon and hopefully the can issue a replacement.
Cheers
James
Claudia Jaldin
Same here!!! today second day since this happend, and theres no amber light on anymore, It was only on for the first couple hours, but the battery sign never went away, I’ve tried all the soft and hard reset, and plug it to the laptop. I’ve got the 10th generation Paperwhite. I’ve got before a 6th generation, which so far is still working. i guess the new versions are just more fragile. Since I got to chat with Amazon service and they just want to replace it, it only has less than 7 months since I’ve got it. Sad Story!
james
Hi Claudia,
Just replied to the thread that Dave raised now. Given that they’re willing to offer a replacement it might be worth going for now but there’s no guarantee that the issue won’t occur again as it looks like it’s a software bug.
Cheers
James
Coleen R Coffey
It used to be, after I finished reading a book I would put it into one of my Collections and it would no longer show on my Library list. It doesn’t do that anymore. Now, ALL books keep showing on my Library list so I have to wade through every book I’ve ever read on my Kindle to find one I want to read. Why is it not removing them from my Library list like it used to???? Very frustrating. Customer Service was not very helpful.
james
Hi Coleen,
Thanks for your comment. It is unfortunate that they have made this change as there are a few people I know who also use this feature. The only workaround I’d recommend is using the feature ‘remove from my Kindle’ once you have read them which means that they won’t clutter up your view. If you need the books back you can always sync them with your Amazon Kindle account.
Hope this helps
Cheers
James
Jane
My Kindle paper light early za
M y Kindle paperlight when plugged in lights up yellow then green; however when I swipe it ,nothing happens. I can’t get it to move.
james
Hi Jane,
I not seen that issue before. What I would recommend is draining the Kindle completely flat and then charging it to 100%. Once complete then see if you can swipe on the device. Does the screen response if you tap instead of swiping? If so I’d recommend performing a factory reset to see if this solves your issue.
Cheers
James
carin
My paperwhite is showing a battery with exclamation point in the middle of it. Ive tried charging, resetting it, 45 second hole on power button and nothing. Any ideas would be greatly appreciated.
james
Hi Carin,
Sorry to hear you’re having issues with your Kindle. So that symbol means that the battery has been completely exhausted. Given that you’ve tried charging it, I’d recommend trying a different cable and power source (e.g. try charging the Kindle from your laptop as opposed to a standard plug). Let me know how you get on.
Cheers
James
Claudia Jaldin
Please let me know if you got to fix your issue, I’m struggling with the same thing. 🙁
Bethan Langford
Same. Outside warranty now and am in the middle of dissertation. Cannot afford £200 replacement so am feeling incredibly depressed 🙁 Fingers crossing that a couple of days on charge will do it
Linda Sisk
When I finish a book and are ready to read one I have downloaded, about 10 or so books come up which I haven’t downloaded and aren’t interested in. I haven’t reset yet because my battery was low and I’m recharging. Do you have any ideas if a rese doesn’t work? Thank you
james
Hi Linda,
Thanks for your comment. It sounds like you might have some free books pre loaded on the device. I’d recommend logging onto your amazon account via the website to see if the books are there and delete them. This should then synchronize with your Kindle
Cheers
James
Judy O'Bar
Hi James,
Will you please tell me how to delete “Collections” from my old Kindle Paperwhite which was purchased in 2012? Latest update on it is Version 5.9.5.1. This Kindle is used as a backup when I’m traveling and I am not aware of Collections on either of my other Kindles and don’t want it added. I prefer to just see lists.
james
Hi Judy,
Thanks for the post. I think this is what you’re looking for? https://www.dummies.com/consumer-electronics/tablets/kindle/how-to-create-collections-on-your-kindle-paperwhite/
This also includes instructions on how to delete.
Cheers
James
Monk Peabody
As I think about writing I am beginning to realize that I may just need a new Kindle but I’ve been so many places with the thing I just can’t let it go. So…
Yadda, yadda, yadda and the next thing I know the house is on fire… I grabbed what I could but the Kindle couldn’t be saved.
Or so I thought … After the fire cooled down and I was surveying the carnage there, in a crispy backpack… KINDLE!
Something DID survive! Well, sort of.
I imagine it got real hot and real wet but it looked good.
I brushed it off, did the rice thing and switched it on. What!… it works?!?
but, not. Now it just switches from what I want to read back to the sleep screen and then book, then sleep, well you get it. Did a hard reset, nothing and that’s pretty much all I know to do.
james
Thanks for sharing this story! It is a testament to showing how strong Kindles really are! it’s unfortunate that it doesn’t fully work but functions a lot better than I expected to be honest given that it’s gone through a fire!
Cheers
James
Patricia Moseley
My charging cord works fine on a very old Kindle that I have but the plug won’t always seat correctly when I try to charge my Kindle paperwhite. I have done hard reset multiple times . Got a short while that seemed to solve problem. No more does that work. Now to get paperwhite charged I have to apply pressure near juncture of plug-in & port, either manually or via stacking some other device on cord ear connection. Very frustrating. What can I do at this point other than buy new Kindle?
james
Thanks for the reply. Sorry to hear that you’re still having issues. Given the pressure scenario you described, it’s sounding more hardware related. So other than getting a new Kindle there is one option but to be clear THIS WLLL VOID YOUR WARRANTY AND COULD POTENTIALLY FURTHER DAMAGE THE PRODUCT. It involves opening up the Kindle itself to perform maintenance on the device. There are quite a few youtube videos out there but this one is quite a good step by step guide:
https://www.youtube.com/watch?v=x6VbzR43cD0
Before trying this, it might be worth having one more try with Amazon support to see if they’re in a generous mood of offering a replacement, or at least credit.
Cheers
James
Helen L Moore
Hi James, this is all amazing but the problem I have is that after attempting to read for a couple of seconds the icons all flash up and it takes itself back to the home page!! It’s only a couple of months old. Any ideas? Thanks, Helen
james
Hi Helen,
Thanks for the comment on this and that does sound really strange! Initial thoughts are it could have been a bad software update. Have you updated the software recently? If so I’d recommend factory resetting the device and see if it resolves the issue. If this doesn’t resolve the issue then you still have the option of contacting Amazon support as it’s within the 12m warranty period. In the past they have done a straight replacement within 12m but you’d need to confirm that with them.
Let me know how you get on.
Cheers
James
Colleen
Hi James, My brand new Kindle Paperwhite keeps displaying a “POWER” box in the middle of the page I’m reading and then turns off no matter which choice I make among “Cancel,” “Restart,” and “Screen Off.” It happens immediately after I turn a page, so it is not because of inaction. It does this repeatedly. I already returned the same model last week for the same reason, and this is the replacement. Please help if you can.
james
Hi Colleen,
Thanks for the post. Well you’ve already done the initial thing that I would recommend which is getting in touch with Amazon to get a replacement. On the previous post below I’d recommend trying to perform a factory reset as it sounds like a bad software update has happened. Another option here could be to remove the books one by one from the device and then add them back individually to see if it’s a particular issue with one of the books.
Hope that helps and let me know how you go.
Cheers
James
Christobel
My kindle will not charge nor start. Firstly I got the screen giving instructions to restart which did not work. Now the screen is almost blank, please help.
james
Hi Christobel,
Thanks for your post. Have you recently purchase the Kindle? If so, sounds like the battery is dead/disconnected for whatever reason. If you purchased the device within 12m, Amazon should provide a one time replacement if that policy still stands. Hopefully that helps and let me know how you get on.
Cheers
James
A,
Thank you for your advice on resetting the Kindle–It was a great relief to me as I thought I had killed my Kindle! I appreciate your doing this.
james
Thanks for you post and really glad I could help! Makes it worth the effort!
Cheers
James
Randy Rose
Can not access my library. Shows pages 1-55 but they are all blank.
james
Hi Randy,
On this occasion I’d recommend a factory reset. It may be the case that the latest firmware update has not loaded on the device successfully. Before you do this make sure you login into your Amazon account via the web to confirm your books are there.
Cheers
James
Vickie Boes
My Kindle paper white quite working and wouldn’t charge – all I got was an unlighted screen with the boy reading under a tree. So after much research, hard and soft resets, I purchased a new battery kit which I just installed. Good news is the screen lite up. Bad news is after being fully charged it’s still on the “tree” screen. After more soft and hard restarts, checking everything you provided on your site. still can’t get past the screen saver to my library. Any suggestions other than buying a new Kindle? Thanks
james
Hi Vickie,
This one sounds tricky and unfortunately have an answer for it. From you description it sounds like the kindle cannot load the OS correctly which should normally be resolved from a factory reset. If the device is still under 12m warranty then I’d recommend getting in touch with Amazon and they should be able to provide a replacement (providing that they’re still running this policy). Sorry I couldn’t be more help here.
Cheers
James
Janie
My Kindle Paperwhite won’t fully charge. Hovers at 98% with amber light displayed for the longest time. Airplane mode is on. Have tried restarting it yet still the same. What am I to do next? Thank you.
james
Hi Janie,
Thanks for your post. Have you had the Kindle for a long time? If it’s fairly new then it could be a couple of options. Option 1 is that the battery was defective on shipping. If this is the case and you device is under 12m I’d recommend getting in touch with Amazon customer service. Option 2 could be a bad firmware update. You can find instructions on updating your firmware here:
https://www.amazon.com.au/gp/help/customer/display.html/?nodeId=200529680
If you’ve had the device a while(talking years) then it’s likely a natural occurrence of the battery life diminishing.
Hope this helps!
Cheers
James
Chris M
Hi James. My kindle will not download new books though it has downloaded a sample ok. My payment options seem ok. Any suggestions?
james
Hi Chris,
Thanks for your post and that is an odd one. We need to determine whether or not it’s the Kindle device or your Amazon account. So I’d recommend downloading the Kindle App on your phone and see if the books sync there. If the books sync there, then it’s definitely something wrong with the Kindle and you might need to do a factory reset. If the books don’t sync via the Kindle App then it’s something with your account and I’d recommend getting in touch with Amazon support.
Cheers
James
Sandra White
my kindle keeps skipping pages
admin
Hi Sandra,
This does seem a bit of an odd issue. How frequently is the issue occurring? My initial advice would be to perform a factory reset as it sounds like a bad software update. If you’ve still got the issue then I’d recommend getting in touch with Amazon support. If the device is still within 12m warranty then they will likely offer a replacement.
Cheers
James
Carole
Hi IJames i seem to have trouble finding amazon support ,my kindle is not downloading my books but is charging me ,and saying as been delivered to my kindle.
james
Hi Carole,
Thanks for the comment. That sounds less than ideal! First I’d recommend downloading the Kindle App onto your phone and seeing if the Ebooks are downloading there. If they are then it sounds like an issue with the device (at which point i’d recommend a factory reset). If they’re not even downloading via the Kindle app then it sounds like an issue with your Amazon account so I’d recommend getting in touch with the support team.
Hope this helps and let me know how you go.
Cheers
James
Dianne Kelley
exactly what has happened to me. kindle is only 3 months old
Razan Heggem
I receive an error message each time I try to connect my Kindle with my PC using a USB cable- PC says that the device has not been recognized, and to try again. I’ve tried re-starting both the PC and the Kindle and tried multiple USB cables and also a different PC.
I am unable to “Update software” on the Kindle, as that option is not highlighted. Please advise, thank you very much!
james
Hi there,
thanks very much for your comment and sounds like you’re in a bind there. You’ve certainly done the common sense things here of rebooting devices and trying different machines in order to solve the solution. Let’s try for something a little more advanced. It sounds like your Kindle has gotten into a state where it might be using an old driver which is no longer recognised by Windows (making an assumption here you’re using Windows). As we can’t update the Kindle driver, I’d recommend trying to update the USB drivers on your Windows machine. Instructions for this can be found here:
https://support.microsoft.com/en-us/help/4028443/windows-10-update-drivers
Let me know how you get on.
Cheers
James
Razan Heggem
Hi, thanks for your suggestion, which I followed. My PC has been updated with the newest driver for the USB function. Unfortunately, it has not resolved the problem.
Do you have any additional suggestions? Thanks for your time!
james
Hi There,
sorry to hear you’ve still got the issue. I’ve done a little more digging and have found a few more articles that have got a couple of other options:
https://www.mobileread.com/forums/showthread.php?t=220110
https://www.auslogics.com/en/articles/what-to-do-if-your-computer-cant-recognize-a-kindle/
https://windowsreport.com/computer-cannot-detect-kindle/
Hopefully at least one of these should kick it back into action!
Cheers
James
linda welch
I have a kindle white I bought bookfd been charged for them They are not coming through to my kindle
james
HI Linda,
I’d recommend trying to download them on your phone using the app to see if it’s account issue of your Kindle device. If they download on your phone then it’s likely the Kindle and it might need a factor reset (backup your items before you do this). If they don’t download on your phone either then it’s likely an Amazon account issue and you’ll need to get in touch with their support team.
Let me know how you get on
Cheers
James
Christopher Barclay
My Kindle Paperwhite no longer has a proper contents list. It’s been replaced by a list of covers which isn’t nearly as useful. How can I get back to the original format?
james
Hi Christopher,
Thanks for sharing the comment. Did the change happen recently? If so this could be the result of an Amazon firmware update. I’d recommend checking the settings section, however it may be the case that Amazon have now forced this setting to display covers instead of the original Ebook title list.
Cheers
James
Derek Foster
I cannot access my kindle library just the alphabetical list of all the books on my kindle.Before, all the new books were at the front in my library
james
Hi Derek,
Thanks for your post. Has the issue happened recently? Am guessing it’s a firmware update gone bad. I’d recommend trying to force the firmware update to happen again. Instructions for this can be found on the Amazon website: https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=201756220
One thing to make sure is that update is specifically for your generation of Kindle.
Let me know how you get on.
Cheers
James
Pierre
I bought a new kindle 10 days ago. It work well until this morning until suddenly the pages started to change automatically the font size changed from normal to very small and then very big several times. I put the kindle on a flat surface and watched it changing pages and font size for a full 30 minutes+.
I managed to shut it down and recharged it completely. It worked well for 10 minutes and started to do the same thing again.
Any idea what to do?
james
Hi Pierre,
Thanks for your comment and that behaviour sounds really strange. Given that the device is so new, it sounds like there is a defect with the screen itself which is causing pressure to be detected even though you’re not pressing on it. Thankfully as the purchase is still within the 12 month warranty period I’d recommend getting in touch with Amazon support to see if you can get a replacement as I don’t think you’d be able to fix this without voiding the warranty.
Let me know how you get on
Cheers
James
WENDY GLEAVES
My kindle paperwhite is fully charged but although I have performed both a hard and soft reset I can’t navigate between the collections list on the device although it will sometimes go to the cloud. It is quite old, I’ve had it for a number of years. It is full of books and I’ve tried removing some from the device but I can’t even do that now. If I do a factory reset will by ebooks still be in the cloud? I can read them now on my Fire but I prefer my paperwhite! Hope you can help@
james
Hi Wendy,
Thanks for the post. As it’s quite old it may be time for another. With that said, there may be a couple of things to try. To confirm your books are in the cloud you’ll need to log onto your Amazon account via the web. If you can see the books here then this means they’re in the cloud. This means it’s safe to do a factory reset. I’d also recommend copying your books onto your laptop just in case. This can be done by connecting your EReader to the laptop using the USB cable provided.
The factory reset would then wipe all of the books on the device and hopefully sort some of the navigation issues you’re facing.
Hope this helps and let me know how you go.
Cheers
James
Barbara
Hi James. My Kindle refused to start only minutes after turning it off. The green light would come on for a second or two and then nothing! This happened at 2.45 this morning after a particularly difficult few hours of trying to sleep. Ive recently lost my husband so am really struggling with the whole ” sleeping on your own” thing and my kindle has been very useful. I just read until I fall asleep.
I got up, plugged it in to a power bank but already knew the battery was okay as I charged just the other day. Clutching at straws, but to no avail.
I tried it again this morning and still nothing.
I am now overjoyed to report that, after following your hold the button down advice, it is now back to normal.
Thank you so much. I shan’t still be awake at 4.30 as I was this morning.
james
Hi Barbara,
Firstly, sorry for your loss. Secondly I’m really glad the advice worked for you and stories like this make it worth all the while. Thank you for sharing.
James
Don Barber
I ordered a new Komdle paperwhite. I can not make the underscore work which is in my Email address.
james
Hi Don,
sorry to hear you’re having trouble registering your email address. So i looks like Amazon supports this based on this thread:
https://www.amazonforum.com/s/question/0D54P00006zItxiSAC/im-trying-to-register-my-kindle-paperwhite-i-have-an-underscore-in-my-email-address-and-cant-fine-one-on-the-kindle-keyboard
With the keyboard open, tap on the 123 key at the bottom left and then on the # ~= key and then you’ll see the _ key.
Let me know how you get on
Cheers
James
sherry horn
I can’t get my new paper white to hook up . Says use Amazon password. Nothing works.
james
Hi Sherry,
Sorry to hear you’re having trouble. So in order to connect your Amazon Kindle to Amazon you’ll need the Amazon password you sign in with on Amazon.com
This will be the same password you use at the Amazon checkout when purchasing items online.
Let me know how you get on.
Cheers
James
Lisa
It worked; THANK YOU!!!!!
james
Glad to hear it! Happy reading!
bonnie vann
Hi James, and I hope you can help! My Paperwhite has been working well. Suddenly when I turned it on all the text is Chinese!!! Seriously, and I’m NOT happy about it!! Hope you can help/
james
Hi Bonnie,
That is really random! So although the text is now in Chinese, the menu order should remain the same. I’d recommend watching this video which highlights the position of each item which will allow you to get into configuration settings to change it back:
https://www.youtube.com/watch?v=xaHtr243Prs
Good luck and let me know how you get on
Cheers
James
Anne Haehl
My Paper white won’t download new books. Sometimes it will do the sample, but then when you get to the book–or if you do the book without the sample–it says “There is an error.” Sometimes it comes up with the error message even if it’s a book already in my library.
admin
Hi Anne,
Sorry to hear you’re having issues. I’d recommend trying to download an EBook on your phone using the Kindle app and see if you face the same issue. If it works then it’s likely the device and it may need a factory reset. If the EBook won’t download from the app then it’s likely something is wrong with your Amazon account and you’ll need to get in touch with their support team. Let me know how you get on.
Cheers
James
Rosemary
I have a 10th generation paper white which I purchased in November 2019. I have briefly been able to connect to my Axiole Bluetooth earphones In order to listen to Audible. but the kindle will now not connect. The WiFi is fine. I have tried all the suggestions given by Kindle forum and have done a factory reset, to no avail. Help please. Thanks. Rosemary
james
Hi Rosemary,
Sorry to here you’re having issues connecting Bluetooth to your Kindle device. A couple of things I’d recommend trying as it might be the earphones rather than the Kindle. Can you trying connecting your Bluetooth earphones to another device? Also do you have another Bluetooth device to use with the Kindle (e.g. a Bluetooth Speaker). Also it would be worth checking if you can do a factory reset on your earphones. Let me know how you get on.
Cheers
James
Francois
Hi,
i just got my kindle paper white and when i start to register, it started to hang,
i tried the 45 seconds hard restart but it only turns on and off…
help please…
james
HI Francois,
Sounds like there is something fundamentally wrong here given it’s brand new it should never do that. There’s a couple of thing you can try. I’d first recommend a hard reset. This involves holding down the power key for 6-8 seconds. If you still get the same issue then I’d recommend getting in touch with Amazon support as the device may need to be replaced. Let me know how you get on.
Cheers
James
Francois
Thanks for the reply, yes, already sent it back to the seller, hopefully they would resolve the issue.
james
Good luck and hope you manage to get a working one soon!
Cheers
James
Heng
My Kindle Paperwhite 8th got auto touch on screen instantly, i can’t control it ;(
james
Hi Heng,
this is the first time I’ve heard of this issue. Can you try holding down your finger on the screen in a different position to see if the issue is resolved? It may be the case that something has been pressing down on that particular area of the screen for some time (e.g. something in your bag) and that it might be permanent damage. To rule this out though I’d recommend a factory reset to see if issue remains. You will need to backup your books and content BEFORE you do this.
Let me know you get on.
Cheers
James
Dave
Hi James,
The backlight on my Kindle Paperwhite has stopped working. I have tried a soft reset, a hard reset as well as restore factory settings. But none of them have worked. There is absolutely no light even at full brightness settings. What do I do?
james
Hi Dave,
Sorry to hear you’re having issues with this. I’ve not heard of the backlight failing issue before. From researching this more it looks like it’s a software bug that hasn’t been fixed yet by Amazon:
https://www.reddit.com/r/kindle/comments/57n913/new_paperwhite_backlight_sometimes_not_turning_on/
https://itstillworks.com/fix-lighting-kindle-2901.html
I’d recommend reaching out to Amazon to ask if they have a software update for this yet. If you’re still under warranty you might be able to get the device replaced but there’s still a risk that this issue could appear again.
Sorry I couldn’t be more helpful on this issue
Cheers
James
Margaret Lind
You are a genius!!!!!!! I charged my Kindle Paperwhite, and when the light turned green, which is supposed to mean it’s done, when I turned on the Kindle, it was totally BLANK! No books, nothing! I freaked out! Then just sort of plugged it in again and left it all night, and went to sleep. This morning same thing, but in trying your top suggestions, pressing the start button and holding it for like 10 seconds, when I laid it down, the whole menu appeared, and the book I’m reading came on, when I pressed it, and all appears to be well. I also got the “upgrade your Kindle” commercial… which being a suspicious American, makes me wonder if Jeff Bezos himself didn’t unvent that just so he could get more sales…. But then I’ was a lifelong journalist, so I’m also suspicious of Russian plots…
james
HI Marget,
Your comment made my day and this is why I do what i do. So glad you managed to get your Kindle back up and running!
Happy reading!
Cheers
James
Anne Hyland
iMy kindle saya it is waking up, but not following on and telling me to swipe. It is fully charged.Anne
james
Hi Anne,
Thanks for your comment. This sounds like really strange behavior! I’d recommend letting the device go completely flat and then do an overnight charge to see if it solves the problem. Sounds like it’s gotten into a strange state. Let me know how you go.
Cheers
James
Ron Willis
I got a new credit card number. I can’t find where to enter my new card number into my kindle. Can’t buy any more books. Below is my WORK email.
james
Hi Ron,
I think from memory you need to add your new credit card to your Amazon account via a browser rather than being able to do it via the Kindle device. You’ll need to log onto Amazon account and enter the details there.
Cheers
James
charlene a rogerss
my paperwhite won’t turn on and on the screen it shows a battery symbol with an exclamation in the middle. What does this mean? How can we fix it?
james
Hi Charlene,
This means that the battery charge has completely expired. Depending on how long you’ve have the Kindle it might mean the battery is fully exhausted and will need to be replaced. I’d recommend leaving it charged in overnight and see if you can bring it back to life. If this is a recent purchase then I’d recommend getting in touch with Amazon support.
Let me know how you get on
Cheers
James
scott peterson
My plug that covers the charger port is gone ..is my reader still waterproof
james
Hi Scott,
It unfortunately means that your EReader is now NOT waterproof. Hopefully you have the part still somewhere and can reattach it. Until then I would not recommend going near any water!
Cheers
James
joun
can’t connect kindle fire bluetooth gdi-btpb300 how-to or fix or troubleshooting
james
Hi Joun,
Thanks for reaching out. Bluetooth can be notoriously flakey depending on devices but these general tips might help. First try connecting the other device you’re trying to pair with to something other than your Kindle fire. You need to try and rule out which device is causing the problem. It’s also giving both devices a decent charge too. If that doesn’t work then I’d recommend some more of the tips from this tech site: https://www.komando.com/tech-tips/15-bluetooth-pairing-fixes/469067/
Let me know how you get on
Cheers
James
Veronica (Ronnie) Cavanaugh
I am on my second Kindle. My original died so I purchased a Paperwhite E-Reader thru Amazon in Feb 2018…so it’s more than 2 yrs old. Just within the last month, this Kindle fades off while I’m reading. I’m forced to close my cover to activate the screen again and then swipe to get back to reading the page I’m on. I’m not sure if this is something others have experienced and/or if it means my Kindle Paperwhite is on a slow path to its death. Are you aware of this problem and, if so, is there a fix or something I can do to stop this annoying glitch?
james
Hi Veronica,
thanks for reaching out. So i haven’t seen this issue before but I did some digging. It looks like a common cause to this is over-exposure to heat, cold or the sun based on this forum: https://www.quora.com/Is-Kindles-shelf-life-about-2-years-Have-you-experienced-Kindles-e-ink-fading-issue#:~:text=The%20normal%20culprits%20will%20probably,big%20factors%20with%20screen%20fading.&text=David%20Ecale%2C%20I've%20got,)%20%26%20I%20use%20them%20all!
With that said yours is slightly different as you can get back to a state of reading. It might be worth trying a factory reset to see if it’s a software issue rather than a hardware one (make sure you backup your data first though).
Another option is reaching out to Amazon directly on this issue as it seems like they’ve dealt with screen issues before:
https://www.amazonforum.com/s/question/0D54P00006zIi5ISAS/fading-on-kindle-paperwhite
Let me know how you get on
Cheers
James
Rebecca
Glad to see the comments here still active. I have a kindle paperwhite from 2014. It not so recently would give me an application won’t start error. I’ve done everything I could find short of factory reset: power cycle, check for updates, let charge then power cycle. I’m pretty good at only having a small portion of my books downloaded at any one time and removing them when I’m done.
So, up to tonight the typical things would get me back up and running. Tonight, whenever I restart, it goes to a blank screen, gives me the application error and then when I hit close it just stays blank. No amount of charging, 3-30 min, (only thing I haven’t tried is an overnight charge) has provided a change. Any suggestions or am I looking at purchasing a new kindle paperwhite?
james
Hi Rebecca,
Thanks for your comment. Given that there seemed to be an ongoing issue which you had workarounds for (which now no longer work) it’s probably pointing to the Kindle being on it’s way out. In this instance it sounds like you might need a new Kindle. One final ditch attempt could be to reach out to Amazon support directly to see if there’s anything else they would recommend but it sounds like you’ve covered the basics here.
Cheers
James
John Flynn
James
After a hard reset on my Kindle there is a light gray bar at the bottom of the page. Any ideas? It’s not in the way of abything.
james
Hi John,
Thanks for the comment and sounds strange! Am assuming it’s not a progress bar or anything like that to indicate how much you’ve read?
Are you able provide a link to a screenshot and I can take a look further.
Thanks
James
Eileen Homer
Books are not downloading onto my 10th Generation Kindle Paperwhite unless I push the Sync button. Initially the books were downloading but after a few months, they stopped downloading unless I hit Sync. Amazon has sent me replacement Kindle’s and this keeps happening after a few months of use. I have contacted them and followed all the steps suggested, but the books still won’t sync.
james
Hi Eileen,
sorry to see you’re having issues with your Kindle. Given that Amazon has already replaced the Kindle, I’d recommend trying to install the Kindle app on your phone and see if you get the same thing. If you see the same issue then it might be something with your Amazon account as opposed to the Kindle device itself. Let me know how you get on.
Cheers
James
Woelfer
I found a Paperwhite dead battery fix. If you plug in your dead Paperwhite and see the rectangle with an exclamation mark, do as follows. Keep it plugged into the charger. While pressing the power/reset button down, put a piece of scotch tape over it to hold it in the down position. The kindle will cycle flashing to a blank screen and the back to the rectangle / exclamation mark. The light will cycle from yellow to green to off and repeat. Leave it sitting like this, continuing to cycle. After some time, in my case maybe 15 minutes, you will see the “Kindle” start screen. When you do, take the tape off. A few minutes later the screen will show the start bar, and then it will show your Home Screen. By this point mine showed 9% battery. Also, I should note i had the Paperwhite plugged in for 15 to 20 minutes before starting this process. I tried everything else on the internet. Only this worked.
james
Hi Woelfer,
Thanks very much for the share! First time I’ve heard of that solution so reposting on the page so that others can make use of it too!
Cheers
James
Woelfer
I accidentally let the battery die and did the same trick with the scotch tape and it worked again. So it looks like every time the light flashes green it is giving a little charge to the battery. This continues until there is enough charge to get the restart going.
james
Hi There,
Thanks for your comment and sounds like a great trick to get a bit of juice going again.
Will share this for the rest of the group in case this could be useful to others.
Cheer
James
Jeffrey
Tape over the power button seems to be working…it’s cycling through the battery icon faster and faster….Voila! Now starting up!
Battery was dead-dead-dead. Sat in my unused travel backpack for a year during the pandemic. Brilliant!
james
Nice work Jeffrey!
Glad to hear you’re up and running again with your Kindle!
Cheers
James
Marty Stephens
Thank you. My Paperwhite quit working, but was fully charged. I took your suggestions and held the on off button down for a long time, and finally it reloaded. I thought it was a goner, but now it is working again. M.
james
Hi Marty,
great to see my advice in action! Glad you getting some more life out of your Kindle Paperwhite!
Shout out if you have any further questions.
Cheers
James
Edmund McKenna
I am trying to use the Send to Kindle App on my MacBook Air. It is installed. I dragged a PDF to it and it then prompts me to log into
Amazon. I just reset the password and used the new password. It keeps prompting me over and over. I know that I am entering the same password that I just created.
james
HI Edmund, sorry to hear you’re having issues. I’m not a Mac expert I’m afraid but I did find that the Amazon does seem to have troubleshooting forums and it looks like they’re willing to take questions so my recommendation is heading over there to see if someone has encountered the same issue:
https://www.amazonforum.com/s/question/0D54P00006zSoyi/send-to-kindle-app-for-mac-stopped-working
It would also be interesting to see if you experience the same issue using the send to Kindle app on a PC. If you do then it may be something to do with your Amazon account as opposed to the device itself.
Cheers
James
Liz
Hi James. My Kindle paper white is probably about 5 years old. Recently it started jumping randomly between pages and then the cover page came up with the boy reading under the tree and there are also 2 black bars across the page that are about 1″ wide running across the screen. It is also unresponsive. Will not shut off even. I ordered a new battery and installed it a couple of hours ago, but I still have the same screen. Is the reader totally gone?
james
Hi Liz,
Thanks for your comment and does sound like it’s a bad state indeed! If you’ve not tried I’d recommend a hard reset to try and get it off that screen it’s stuck on. Hold the power button for more than 40 seconds will trigger this. More info can be found on Amazon’s site: https://www.amazon.com/gp/help/customer/display.html?nodeId=G9WDGDTCSDQMSU7Z
It might be also worth plugging it into a laptop to see if that also triggers a state change.
Let me know how you get on
Cheers
James
Gayle
Hi James. My kindle flips through the pages on its own. Highlights words all by itself. How do I fix this please. Thanks
james
Hi Gayle,
sorry to hear you’re have issues with your Kindle. Gut feeling is that it’s unfortunately a hardware issue. This normally occurs when something hard has pressed on a specific part of the screen for an extended period of time. It means that the Kindle thinks you’re clicking on that area again and again. It might be worth trying to back up the files and performing a factor reset but not sure it will help the issue.
Let me know how you get on.
Cheers
James
Anup Roy
In my device it requires pin number to come up a screen which I have forgotten. If I hold the power button for 45 seconds, does it erase everything?
N.B: I also forgot my amazon account pin.
james
Hi Anup,
thanks for reaching out and sorry to hear you’ve forgotten your pin. There are a couple of ways to reset it depending on the device but I need to warn you that it will reset it to the factory default which will erase all of the content on the Kindle.
To reset you can try:
entering the following Pin: 111222777
entering the pin incorrectly five times
As a REMINDER, THIS WILL ERASE ALL THE CONTENT ON THE KINDLE
cheers
James
Mary Harkins
Hi James,
My Paperwhite screen has a battery with an exclamation point in it. I have charged it and nothing. I tried the hard restart and nothing. Any idea what my problem is?
Thanks,
Mary Harkins
james
Hi Mary,
Thanks for reaching out. Normally when this symbol appears it means that the battery has been fully exhausted. You can try leaving it charged overnight or try charging it via a laptop but chances are the battery will need replacing.
Cheers
James
Linda
Hi James,
Thanks for this blog post. I just replaced a Paperwhite with a new one since the former would not turn on. (I didn’t find your website soon enough!) I’ve had this new Paperwhite for just under a month. When I’m reading, the menu bar (with font, etc) will appear and/or I will be sent to the store. I’m not touching the Kindle at all when this occurs. Maybe it’s a “lemon” and I should go and exchange it at Best Buy? What would you suggest?
james
Hi Linda,
Thanks for your comment. Sorry to hear you’re having issues with your second Kindle. Is it always the same menu that appears? And is it in the same place on the screen where the issue is occurring? Gut feeling is that some debris has gotten onto part of the screen which is causing the issue. I’d recommend taking a dry cloth and clear down all of the edges of the screen just in case something has gotten caught there. Let me know how you get on.
Cheers
James
Janet
Hi James
My paperwhite did an auto update yesterday and now it won’t sync to any of the new books I bought this morning. They are available on my other Kindle apps (e.g. phone & desktop) but not my paperwhite. I’ve pushed the sync button numerous times and have reset it by pressing the power button for 30 seconds. Nothings working and I can’t work out how to contact Amazon – it there an email address
james
Hi Janet,
Sorry to hear you’re having issues with your Kindle after the update. Unfortunately this isn’t the first time I’ve seen this issue. I’d recommend trying to do a hard reset (this won’t erase the contents). Hold down the power button for at least 40 seconds. This will cause the device to reboot and will take some time to start again.
If that fails you may need to get in touch with Amazon. They don’t have an email address but you can get in touch with them by signing into your amazon account and look for the support section.
Let me know how you get on.
Cheers
James
Mila Garland
I would do a factory reset because it sounds like a bad update.
james
It could also be a possibility. If you do go down this route, make sure you back up your contents first if possible.
Cheers
James
Anita Casey
As I turned the page of my book, it suddenly was the cover of the next book in the series (which I have not bought). I cannot seem to get the rest of the original book that I was reading.
james
Hi Anita,
thanks for your comment. It sounds like the book hasn’t fully downloaded for some reason. I’d recommend trying a couple of things. First try removing the book from the Kindle and downloading it again. If this doesn’t work, try downloading the book on a different device (e.g. using the Kindle App on your phone). If the first option works then great! If you still can’t get to the end of the book on another device then it might be something wrong with the EBook itself and it would be worth contacting Amazon about this.
Let me know how you get on.
Cheers
James
Virgil Rizzo
On charge overnight. When opened it displays a Battery with an exclamation point. Does not light up.
Virgil Rizzo
From prior message. Kindle didn’t charge from computer and instead drained the battery.
I got it charging now. Thanks
james
Hi Virgil,
Nice work on getting your Kindle back to life!
Cheers
James
Mortimer Regenstreif
My Kindle Paperwhite was bought February 2020, so out of warranty. Yesterday it just froze on a page….I tried soft reset, hard reset- no can do. Still frozen at the last page I was reading… Really don<t feel like buying a new one after only 14 months….HELP please…
james
Hi Mortimer,
Thanks for reaching out. This one is a new issue I’ve not heard before. Firstly I’d recommend connecting it to a computer to see if that can get it out of the frozen state. The next option would be trying to drain the battery on it. Hopefully the screen is lighting up so that’s going to use more juice. It’s probably going to take a while of you continually tapping the screen etc.
Let me know how you get on
Cheers
James
Alex Birnie
James,
My kindle has frozen with the screensaver picture of Agatha Christie covering about 4/5 of the screen. The functions seem to be working underneath, because I can scroll through my library. I’ve tried soft reset and hard reset, but the top part of the screen remains unchanged. Is it dead?
james
Hi Alex,
Thanks for getting in touch. Another strange issue again I’ve not seen before! Firstly I’d recommend try connecting it to a computer via a USB cable to see if you can get it out of this strange state. If that doesn’t work then you may need to try the more extreme option of resetting the device. WARNING – this will erase all of the content on the Kindle and you would need to download it again. If you can somehow navigate to the options screen to do this then it might be a good next step.
If that fails, then you may need to get in touch with Amazon (if it’s still warranty) to try to get a replacement.
Let me know how you go.
Cheers
James
Carol L Schultz
Thanks for the tips, I almost panicked when I thought I wouldn’t have anything to read 🙂 ,my Kindle is working great now I
james
Hi Carol,
Glad to hear things worked out for you!
Cheers
James
Deirdre
The print on my paperwhite is often very faint – while I expect a bold format. It is faintly orange. What should I do to restore the dark print ?
james
Hi Deirdre,
thanks for your comment and it sounds like something really strange has happened to your Kindle! I just wanted to confirm that it’s not been left out in the sun for extended periods of time as this could affect how the screen displays text. One option you could try is a factory reset but a word of caution here. THIS WILL ERASE ALL THE BOOKS ON THE DEVICE AND YOU’LL NEED TO DOWNLOAD THEM AGAIN. Make sure you’ve backed up your content before doing this.
Let me know how you get on
Cheers
James
Rolland
Hi James, my Paperwhite screen has the same issue as stated by Dierdre – very, very faint. You can hardly read the texts. I’m not sure if its because i left it unused for a long time. i have done the factory reset but that didn’t help. Please any other suggestion?
My second kind
james
Hi Rolland, thanks for getting in touch. Sorry to hear you are having the same issue. Given you have done the factory reset, it sounds like a hardware issue. I’m afraid I’m out of ideas on this one and you may need to get in touch with Amazon support to see if you can get a replacement. Let me know how you get on as keen to understand more about this issue.
Cheers James
Colin
Hi James.
I dropped my kindle paperwhite 6th version. It now shows a tiny pice of the LED showing through. The kindle does not seem to be scratched on the surface. It seems to be underneath the glass. If I dim the brightness it’s not viable, so I can use it as an ordinary Kindle during the Day. It I use it at night it’s really annoying the tiny bright lights showing through. Is there any fix. Suppose I could use a marker pen over it as would only be a couple of letters at most it would be less annoying than a bright light. Any other ideas. I thank you in advance for your help
james
Hi Colin,
thanks for your post and sorry to hear you dropped it! On the plus side, imaging if you’d done the same thing to an IPhone. I’ve got a fair level of confidence that it would have been more than just a scratch on the surface! Another idea you might want to consider is taking a post it note, cutting it down to size (keeping the sticky part) and cover that over the bright area. That way the text should still shine through and it’s removable if you really can’t see the letters. Let me know how you get on and good luck!
Cheers
James
Sharleen M Nargie
My Kindle Paperwhite purchased July 2019 will not charge. The sreen shows rectangle with exclamation point! I know the cord works as it charges my other 2 kindles. Have tried the resets as suggested but does not charge. Any suggestions?
james
Hi Sharleen,
thanks for getting in touch. I’d recommend trying to connect it to a computer to see if you can get it out of the state it’s in. If that doesn’t work then it may be the case that the battery has fully discharged and may need to be replaced. Let me know how you get on.
Cheers James
Don Barnhart
Is there a way to stop my Kindle from downloading a book and automatically opening it to page 1? I often download new books while reading another book – – and the auto open on download isn’t something I want…..
james
Hi Dom,
thanks for getting in touch. I don’t believe this is something you can prevent as it’s Amazon’s intent to take you to books you have recently downloaded. One option could be download them on your phone using the Kindle App and in theory it shouldn’t open them on page 1 on your Kindle device. I’ve not tested this though so would be interested to see what result it produces!
Cheers
James
Joan
Hi James – I hope you can help me. I’m having so much trouble trying to charge my Kindle Paperwhite. The port on the kindle is very wobbly and I can’t get it to charge. If I hold it in manually, it starts to charge and then I get a screen telling me it’s not charging. I am afraid to open it. I have tried everything but opening the kindle. Is there a way to tighten up the port so the wire is not jiggly? Any advise you have would be greatly appreciated. Thanks.
james
Hi Joan,
thanks for getting in touch and sorry to hear you’re having issues with the USB port. This is a tricky issue without opening it. If the device is still under warranty I’d recommend getting in touch with Amazon to see if you can get a replacement. One novel option I pulled from the forums (though I have not tried this so it would be at your own risk):
“All charging ports can become loose with wear. My 10 is the first I’ve owned to have this problem and i’ve owned MANY. Frustrated in the middle of the night with a dead kindle, I found a solution that works very well. Cut two tiny strips of masking tape just under the width and height of the male charging head and lay them one on top of the other on top of the charging head. This gives the charging head purchase to lodge into the port. In the morning a kindle that would not charge unless I held the cord at some crazy angle was 100 percent full!!”
https://www.amazon.com/ask/questions/Tx3UDUNTWNZ7GH6/
At least with this option you would not be opening the device.
Let me know how you get on.
Cheers
James
Joe Zimmerman
I upload Word files to my Paperwhite, which I bought last January. Most of the time the files are in Bookerly, but sometimes they appear in an unidentified font. The font is described in Chinese [?] characters, along with three other Chinese options, none of which are Bookerly. Even more strange: A file I upload is fine as a whole, but when I upload just a portion of that same file, it comes up in the Chinese font.
james
Hi Joe,
thanks for reaching out and this is a really strange one. My first port of call would be to try the kindle app on your phone with the same document to see if you get the same issue. That way we can try and narrow it down to if it’s the device (the EReader) or the Kindle software itself. I’d also try changing the font on your Word documents and then try uploading again to see if that has an impact too. Let me know how you get on and we’ll see if we can get to the bottom of this issue!
Cheers
James
Wendy Vallance
Hi James I have to restart every time I leave my kindle for a few minutes any ideas?
james
Hi Wendy,
Sorry to hear you’re having issues. Are you having to restart it because it keeps freezing? If so, it might be worth doing a factory reset to see if it’s a software issue. I’d recommend backing up your EBooks first onto a computer if you can. Let me know how your get on.
Cheers
James
Bonnie G.
When I try to open and read a new book it goes to the last page of the new book and I can’t get it back to page 1 unless I scroll backwars thru the whole book. This just started happening about 2 weeks ago. How can I get the new book to open to page 1 ?
james
HI Bonnie,
Thanks for reaching out and that is really odd! Firstly I’d try cleaning the screen (especially around the edges). There may be some dust that is mimicking a page click. If the issue is still occurring then it’s likely a software issue and I’d recommend reaching out to Amazon support to see if they pushed out a software update. Let me know how things go and if this resolves the issue.
Cheers
James
Maren
Hi, James, thank you so much for your helpful hints! I’m hoping you might be able to help me out. I accidentally dropped something on my Kindle paperwhite screen. It wasn’t heavy but it hit it just right so there’s now a little pinprick of light at the bottom of the screen. The screen isn’t cracked or appears to be damaged but the light shows through underneath the screen. I’ve tried restarting it a couple of times but it still has that little pinprick of light. Is there anything I can do to fix it? *keeping my fingers crossed*
james
Hi Maren,
Thanks for the feedback on the post as it really helps! So it sounds like unfortunately the hardware has become damaged (even if the screen hasn’t cracked) but there is one thing you can try to verify this. I’d recommend backing up your EBooks first and then performing a factory reset to see if the light issue goes away. If it still remains, there are some creative solutions on the web where people have basically stuck things onto the affected area to at least dim the light coming out so it’s not as obvious. Let me know if this solves the issue.
Cheers
James
Jacob H
My Kindle reader(not sure of what generation) is a Paperwhite with backlight. One day the bottom third of my screen became unresponsive. It displays just fine but does not recognize touch. I have tried every kind of reset aside from a factory reset. Since the bottom third doesn’t work the keyboard is unusable. I cannot input new wifi passwords or click on any thing in that part of the screen.
james
Hi Jacob,
Sorry to hear you’re having issues with the bottom third of the screen. Instead of a reset it might be worth trying a software update (though I’m suspecting this is a hardware issue). You can find software updates here: https://www.amazon.com/gp/help/customer/display.html?nodeId=GKMQC26VQQMM8XSW. If that fails it might be worth considering doing a factor reset but make sure you backup your books as it will erase everything on the Kindle. Even if the screen issue you should be able to achieve this as most of the work will be done on the computer. Let me know how you get on.
Cheers
James
Ruth
Hi James
I went to charge my Kindle and then ckicked Restart and it froze on the wuite screen with the boy reading under a tree. I held the button for 44 seconds and no change. I charged it over night and no change. Any suggestions? (It’s only a few years old and I don’t update the software)
Ruth
I fixed it by fully changing it…it must have been very flat!
james
Hi Ruth,
sorry for the delay in replying and glad you managed to solve the issue! I’ve included your comment incase others have the same issue.
Cheers
James
Susan Borthwick
Hi James, my kindle paper white light works but only if I put pressure on the bottom right hand corner, when I take the pressure of the light goes of, would you have any idea what the issue is, thanks Susan
james
Hi Susan,
thanks for getting in touch. I’ve not seen this issue before to be honest. Initially I’m thinking it’s an issue with the hardware but it’s worth checking if it’s a software issue first. To do this I’d recommend updating the Kindle. You can find the latest updates here: https://www.amazon.com/gp/help/customer/display.html?nodeId=GKMQC26VQQMM8XSW
If this doesn’t work then it’s likely a hardware issue. If you’re still within your 12M warranty you may be able to get a replacement one from Amazon. Let me know how you get on.
Cheers
James
Hilary M
Hi James
Great tips above! My husband has a paperwhite 7th gen and almost every night when he gets in to bed and picks it up to read it, the brightness level has decreased and he has to go into the settings and increase it again. It’s not the end of the world but it is driving us both crazy and it would be good to know if there’s a permanent solution!
Thanks
james
Hi Hilary,
Thanks for your comment. I had to double check the manual just to make sure it’s not a dynamic feature where it auto adjusts based based on it’s surroundings but it looks like it isn’t. A few options here that you could try. So the less extreme option is there are a few shortcuts to get to adjusting the brightness of the screen quicker. You can find them here: https://customerdocumentation.s3-us-west-2.amazonaws.com/kug/kindle_all_new_paperwhite/v1/en-US/html/kug.html (search brightness on whilst on the page). Another option is performing a factory reset but this will ERASE ALL THE CONTENT on the device so make sure you back up your items first.
Let me know how you get on.
Cheers
James
Dave Evar
Received kindle paperwhite few years ago as a gift. when amazon decided on 2-step verification it stopped.
never had prime. read about 450 books on paperwhite between 8/4/2014 and 5/9/2021. had to go to
overdrive and use heavier and harder to use to read. plus don’t load whole book
james
HI Dave,
Sorry to hear you’re having issues. Could you give a little more info around the ‘stopped’ part. E.g. It stopped booting up, it loads but I cannot access the books anymore etc. Hopefully then I’ll be able to track down the core issue then. Looking forward to hearing from you.
Cheers
James
Rebecca
I received a paperwhite kindle for Christmas and am not smart enough to set it up properly. Please help!
james
Hi Rebecca,
Thanks for getting in touch. You might find my quick start guide useful to get yourself up and running quickly:
https://bestereadersonthemarket.com/kindle-paperwhite-instructions
It was for an old Kindle model but most of the content still applies to the latest edition.
Let me know how you get on and if you need anymore assistance.
Cheers
James
cathy mcrae
My Kindle Paperwhite 10th Gen working fine till yesterday cannot get the brightness to respod and having no backlight working now makes it very difficult to reabright lights arounfd when no
james
Hi Cathy,
thanks for getting in touch. I start with letting the Kindle go completely flat and then charging it overnight. If that doesn’t work then I’d go with a factory reset but make sure you backup your content first. If that doesn’t work, then it’s likely a hardware issue and you may need to get in touch with Amazon if you’re still under warranty. Let me know how you get on.
Cheers
James
Barbara Morgan
After a full nights charging my kindle will not come on and only shows a white screen with a battery outline on it with an exclamation mark in the middle. does this mean the battery has had it and if so can it be replaced and how ?
james
Hi Barbara,
That usually is the case. How long have you hand the Kindle for? Another option you could try is connecting the device to a computer to see if it charges that way.
Let me know how you get on.
Cheers
James
Doug Borchard
My problem has nothing to do with turning on or off. I cannot update my payment method, and my kindle has stored only expired cards. It suggests “updating” but updating an expired card does not solve the problem. I need to enter an entirely new card. Possible?
james
Hi Doug,
I’d try updating the new payment method on the Amazon website as opposed to trying this on the Kindle. From here you should be able to select your new payment method. Let me know how you get on.
Cheers
James
beverly k mcconnell
Having some issues, I plug my Kindle in to chare, the yellow light comes on, stays on for 10 to 20 seconds then goes back off. No charging appears to have happened.
james
Thanks for reaching out Beverly,
I’d recommend try plugging your Kindle into a laptop to see if you get a different outcome. Also you could try different USB to plug adaptors to rule out if it’s an issue with the plug. If neither of these work, then it’s likely an issue with the battery itself needing to be replaced. Let me know how you get on.
Cheers
James
Yngve Hauge
I got a Kindle Paperwhite 10 and I got a strange problem that I think might be hardware related. I slide the brightness from lowest to highest setting and nothing seems to change. It is like the backlight is off or on permanent low setting. I did try a factory reset yesterday, but that didn’t change anything.
james
Hi Yngve,
This does seem like a hardware issue but there are a couple of other things you could try to see if it resolves the issue. Firstly, there are multiple ways to adjust the brightness (from when you’re in reading mode and from the settings page). I’d recommend trying the other one of these if you haven’t done so already. I’d also recommend letting the device go fully flat to see if that resolves the issue. Let me know how you get on.
Cheers
James
Marcia
I have a 10 Gen Paperwhite and it is no longer indexing. When I look at what it says is not indexed it only says 3 books; however, there are many more thant that. I have restarted it twice to no avail
james
Hi Marcia,
Thanks for reaching out. Couple of things to check here. I’d recommend downloading the Amazon Kindle app onto your phone and confirm this is showing the right number of books. If it is then it’s an issue with the Kindle as opposed to your Amazon account. If this is the case then I’d recommend plugging this into a computer via USB, wait for the connected confirmation and then disconnect it safely. This should cause a re-indexing of items on the Kindle. Let me know how you get on.
Cheers
James
Brian
Hello, I’ve had my paperwhite for several years now and have had no problems till the other day. When I swiped to open it brought up the book I was currently reading then flashed white and back to the library. When I click on the book it just shows “opening” until the screen times out. I’ve restarted it but still have the issue and when I hold on the book it only gives the options Show read, unread, or delete from kindle. Do you have any suggestions before I delete it and have to re-download?
james
Hi Brian,
thanks for reaching out. I wanted to check if this behavior is happening to all the books on your Kindle or just the new one you purchased? If just this one then I’d recommend as you suggested just deleting this book and redownloading it again. If you need to know how far you got on the book, you could try downloading it on the Kindle app via your phone and it should have the current position. Let me know how you get on.
Cheers
James
Thom
Thanks and you covered a lot of the important issues with paperwhites. I read with mine a lot and have an issue that is an annoyance rather than significant. Simply, I created a specific theme (font, display with clock and percent read…) but the darn thing occasionally starts up with a different format chosen somehow.
james
Hi Thom,
Thanks for reaching out and that’s a new one to be that you could actually do that with a Kindle. I’m afraid I do have any advice on this one but if you do find the solution, I’m sure people would be interested to know so happy to cross post it here. Good luck!
Cheers
James
Kenneth Smith
Greetings and thank you for having this excellent troubleshooting site. This will likely be a special situation, for nothing you have recommended works. Unfortunately, my Kindle Paperwhite is beyond the warranty period, and I should have sent it in during that period for it has not worked consistently since I purchased it. I had another Kindle and used that, *assuming* (I know…) that a subsequent update would fix the problem. But the problems were more than one: freezing during normal actions, such as opening a book from the home page or library listing; turning a page within a book, once it opened. These two were the most common, and these made reading the device an adventure in endurance and patience. I have drained the battery, reset the device to factory, reset it multiple times when it doesn’t do it on its own. At times it will reset after turning a page and will freeze during the operation, so I reset it again and it normally boots to the home page, but from there, again, normal actions cause either freezing or a reboot/reset. So, rather than use the device for small arms target practice, how may I repair this device so that it functions like the first paperwhite I obtained? I am thinking the best way would be to send it to Amazon Kindle support, and if the cost is not too much I would consider this option. Thanks in advance!
james
Hi Kenneth,
Thanks for getting in touch. It looks like you’ve done all the right things here in terms of resetting the device, draining the battery etc. Given it’s out of warranty it might be worth reaching out to Amazon support to see if anything else can be done but am guessing they’d advise replacing it with another one. Let me know how you get on with their support team.
Cheers
James
Emily
Hi James,
I keep getting a ‘critical error troubleshooting notice on my kindle. I have tried a soft reset, hard reset, and factory reset. After the resets, my kindle initially works but only a few minutes later gives the same error message.
I have no idea what to do now…
-Emily
james
Hi Emily,
Thanks for reaching out. I had to look this one up in further detail as it was a new one to me. From people encountering similar issues, it looks lit it gets solved by holding the power button for 40 seconds to trigger a reboot. I’ve included a couple of links which further explain the issue. Let me know how you get on:
https://www.amazonforum.com/s/question/0D56Q00008LqNG3SAN/my-kindle-is-telling-me-that-there-is-a-critical-error-and-i-have-the-choice-to-deregister-from-amazon-or-reset-my-kindle-to-factory-settings-what-should-i-do
https://www.justanswer.com/e-readers/jkait-kindle-paperwhite-says-encountered-critical.html
Cheers
James
Jim
We have three Kindle Paperwhites in the family, 2 Gen 10;s and one Gen7.. I have been using Calibre to manage them since I changed from Palms to Kindles many years ago. A couple of weeks ago as we were moving from one coast to anther i took all three of them off airplane mode, naturally Amazon took this as an opportunity to upgrade the software and as a result The 7 and one of the 10’s no longer are recognized by Windows 10. The third unit still happily plugs along with all my laptops and several generations of Calibre. I’ve tried multiple reboots of both computer and Kindle as well as changing out the cable. The same setup won’t run 2 of the Kindles but the third happily runs along. I’m coming to the conclusion that it is a Kindle problem, but the new firmware has no settings available that would appear to address this problem..
Thanks….
james
Hi Jim,
Thanks for getting in touch. If you’re confident that the firmware update has caused the issue then it might be worth trying to download an older version or doing a factory reset to restore it to it’s original firmware (and then keep the device in flight mode). MAKE SURE YOU BACKUP YOUR CONTENT FIRST if you’re planning to do a factory reset. You can find previous versions of firmware updates here: https://www.amazon.com/gp/help/customer/display.html?nodeId=GX3VVAQS4DYDE5KE
Let me know how you get on
Cheers
James
Stephen Lowry
Hi James, I have downloaded a book to my 8th generation Kindle but cannot open it. I’ve tried resetting but that is not helping. Not sure what else to try short of a factory reset. Thank you in advance for your help.
james
Hi Stephen,
thanks for getting in touch. I’d recommend trying to download the EBook onto another device first to see if it’s an issue with the book before a factory reset. For example, you can install the Kindle app on your phone. If the EBook doesn’t open on this, then it’s likely an issue with the EBook and you’ll need to get in touch with Amazon. Let me know how you get on.
Cheers
James
Bill
Hi James. My kindle froze and the screen shows the typewriter only. I’ve tried holding the power button down for the requisite time whilst connected to a PC and standing alone. I can get the power led to flash on/off around four times but the screen is still locked. The battery is charging (?) but won’t turn green. Can you help or do I buy a new one? Thanks in advance.
james
Hi Bill,
Sorry to hear you’re having this issue. I’d recommend trying to let the Kindle go absolutely flat to see if it resolves the issue. Let me know how you get on.
Cheers
James
Kim
My kindle paper white has been working fine but now when I get to end of book and I want to Follow author it comes up with ‘an error has occurred please try again. I have tried restarting but it doesn’t fix it
james
Hi Kim,
Thanks for raising this issue and it looks like you’re not alone. I found this post whilst researching the issue from Amazon:
https://in.amazonforum.com/s/question/0D56Q0000B9XIX8SQO/not-able-to-follow-authors
It looks like the basics don’t work here and it needs intervention from Amazon so with this issue you’ll need to get in touch with their support team. Keen to hear the solution ends up being so I can share it on this post.
Cheers
James
Ofer
Hi James. My paperwhite, not young for sure (about 8 years old) suddenly froze on me. The screen shows the usual opening screen ad. No soft reset, hard reset – nothing. Pressing the button for 40-60 seconds does nothing. Amazon service chat said – it’s easy. Buy a new one! Well, thanks. Very helpful. Can you help?
james
HI Ofer,
Sorry to hear you’re having issues with your old and faithful Kindle! A couple of other things I’d recommend. Try plugging it into a laptop via a USB cable to see if you can jolt it out of the frozen state. Another option is letting the battery go completely dead (which is probably going to take a while given it’s current state) but could also fix your device. Let me know how you get on.
Cheers
James
Kimberli moravec
Hi James. What you are able to do for people who need help with their ereaders is awesome and so are you! The issue I’m having is that I cannot get my kindle to recognize my ear buds so I can listen to the audio books I choose and download. I’m very frustrated, I’ve tried about 30 times so far. Any suggestions you may have would be greatly appreciated. Have a wonderful week.
james
Hi Kimberli,
Thanks for your kind words and it makes all the difference! So I did a bit of digging and confirmed that you don’t need a specific brand/model of ear buds to connect to the Kindle. First I’d recommended that the issue is specific to the EReader. You can do this by trying to connect your ear buds to another device such as your mobile phone. If that works with no issue then it’s the Kindle. It looks like a solution that has worked for others is forcing the ear buds to manually pair with your device. Instructions for this can be found here: https://www.amazonforum.com/s/question/0D54P00006zSz2ZSAS/new-paperwhite-doesnt-see-any-bluetooth-items
Let me know how you get on
Cheers
James