Updated: April 13, 2023
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by Anna Keiablo
Tech Expert & Writer
806 resolved issues

I have quite an old Kindle and on trying to add a book yesterday I had a message saying it was not possible

the message telling me to contact Kjndle went off almost immediately d I annot do a typing to get the Kindle to open

Hello, thank you for using Howly. I’ll be happy to help you out! May I ask your name?

Customer Replay


Nice to meet you, *****!
Is anything you want to add to the information about your issue?

Customer Replay

Sorry again Kindle....went off almost immediately and I cannot do anything to get the Kindle to open


*****, tell me please, what troubleshooting have you done so far?

Customer Replay

As far as the device is concerned it will not allow me to do anything.

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Can you, please, specify the book you were trying to add?

Customer Replay

No sorry I can't remember which one it was.

Make sure that your Kindle is connected to the internet.
Sync your Kindle from Settings.
Turn off any filters on your home screen or change to another view.
Restart your Kindle.
Check that your account payment method is current.
Make sure that your Kindle has the most recent software update.

Customer Replay

I cannot get into my Kindle to do anything and there is no problem with the Internet. I am 80 years old and don't understand what you meN

Okay, I see.
From the home screen, swipe down to open the Quick Actions or select Menu.
Select the Sync icon or the Sync and Check for Items option.

Customer Replay

Which home screen on which device?

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On your Kindle. Also, can you specify why you can't get into it?

Customer Replay

I cannot get into my Kindle. It will not open at all no matter what I try. it allows me to swipe it open but all I get is the screen I was using to order a book and in the middle of the s reen is a box (that gave me the initial message to contact Kindle and then the message disappeared leaving the 'empty' box on the screen.

Got it, and could you tell me the text that you saw in that box?

Customer Replay

It went off before I had chance to read all of the message. All I saw was telling me to contact kindle.

Understood, and the Kindle is not operational now, correct?

Customer Replay

Yes, I can't get into anything. I feel as somehow the box left in the middle is may be blocking everything

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Could you tell me more about the box you're referring to?

Customer Replay

It is simply an empty box about 8cm x 1.5cm across the middle of the screen

Thanks for clarifying that, and is it possible for you to take a picture of your Kindle in it's state? It would really help me out :)

Customer Replay

No sorry I don't know how to do that

Now, could you please locate the "Power" button on your Kindle?

Customer Replay

I have a button but I don't use it because the kindle switches off when I close it and comes back on when I open it

That's the button you need to use to remove the blank box from your screen. Please, press and hold the Power button for about 40 seconds and tell me, what comes up on your screen

Customer Replay

Just got a message saying it is restarting and it looks like I amba

Your Kindle is restarting now, correct?

Customer Replay

Looks like I am back in action. Thznkyou so much and sorry to be such a pain

No worries :) Please, check if your Kindle is working correctly now

Customer Replay

Just checking all systems. Yes it seems to be. Thankyou again

I’m glad I was able to get that sorted out for you. Is there anything else I can assist you with today?

Customer Replay

No thankyou

Thank you for chatting with us today!
We are available 24/7, you can refer your questions anytime. Have a nice one!

Customer Replay

You too.

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