Updated: March 11, 2023
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by Jolene Haston
Tech Expert & Writer
497 resolved issues
Verified Expert in:
Smartphones, Apps, 4G/5G issues, Mac issues

My Amazon Kindle Paperwhite device suddenly went off line a few days ago

I have been trying to solve his in many, many ways which included me completely switching off my Network for our whole house. Everything is back on again now except for my Kindle. My network details are visible on my Settings but I still seem to be unable to connect, even with changing my password several times

Hello, thank you for using Howly.
Could you please tell me what happens when you try to connect?

Customer Replay

My paperwhite kindle seem to be underthe impression that it is not connected to my Network. I have unplugged the whole network in our house and switched it back on but, although all other devices are up again and running, my Kindle is the same. It cannot recognise my network.

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Do you receive any errors when you try to connect?

Customer Replay

what sort of errors? It just ignores my request to connect.

So nothing happens at all?

Customer Replay

No, it just goes back to the original page, whatever that is at the time.

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I see, thank you!
Let's try to Factory Reset Your Kindle E-Reader:

  1. From the home screen, swipe down to open the Quick Actions or select Menu.
  2. Select Settings or All Settings.
  3. Go to Device Options or select Menu.
  4. Select Reset. For older devices, select Reset Device again.
  5. When prompted, select Yes to confirm.
Customer Replay

Please give me a few moments and I will try this list of moves. Nearly finished....

Absolutely, take as much time as you need

Customer Replay

Kindle is in process of re-starting.

Great, let's wait

Customer Replay

It has finished. Two options..set up on this Kindle or setup with your phone..

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Gotcha. You can select any option which is more convenient for you

Customer Replay

Have chosen... on this device

Alright. Now follow the instructions on the screen

Customer Replay

There is a list of options including my network connection. I will try, once again to select my network connection on the list.

Sure! Let me know once you're done

Customer Replay

Now it wants a password. Am not ever sure if it wants my Wi Fi password or the one I originally chose for this device.

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You need to enter the Wi-Fi password

Customer Replay

Here goes. This all looks familiar to me but here's hoping we are luckier this time. Will let you know when this has been done.

Please keep me posted :)

Customer Replay

Am now about to click "connect"

Alright :)

Customer Replay

Now there is a list my wifi network is ticked, will now click Next

Customer Replay

Now request is for my email or phone number .. easy to do ... but next is my password. If this is treated as a new account, does that mean I need to concoct an entirely new password?

You can select to log in with an existing Amazon account. Try entering the email and password of your existing account

Customer Replay

keep your fingers crossed please .. here goes

Good luck, *****!

Customer Replay

am responding to an OTP plsease wait

No problem at all :)

Customer Replay

This is an entirely new page - thank goodness. says "Hello, Mr" then my correct wi fi details then "not Mr? I would like to put in Mr *****, my husband who is the only one in our household who uses this device.

Gotcha! Could you please tell me what you currently see on your device?

Customer Replay

Here is the whole thing ..
Hello, Mr

Do you see anything else aside from this message?

Customer Replay

Welcome to your new Kindle Paperwhite Youre logged in nad connected to VM***** then a black block with "Next in it" then a blank line, then Not Mr?
Then use a different account

You can proceed with "Next". If you use your existing login details, it means that you're currently logged in with your account and there's no need to change anything

Customer Replay

I can do this but want to know if, later on, I am asked for the name of the person who owns the device, Am not sure what is entered in my original account, so I wouldn't be able to confirm, or not.

You won't be asked for the name :)

Customer Replay

Seems a lot better but am now bogged down with a page of advertising about special deals. Am not interested, 'have enough to deal with right now, will I just click no thanks?

Customer Replay

Yet more confusing pages - this one is about audible and free 30 day trial. I can never know if offers are totally irrelevant to our needs. We both have sight

You can try them if you want - that is totally up to you :)

Customer Replay

Next page looks more useful. about kindle experience..... Now they are on about Quick access to Settings with a Next option. Am getting more and more frazzled !!! Am just anxious to get onto the list of books my husband has ordered. Sorry, but I think these past few days have taken their toll on my confidence!!

I totally understand your concern. If you're not feeling like dealing with it all right now - you can always choose to skip these steps and set them up later

Customer Replay

Thank you. Wont keep you much longer but much more importantly - exactly what did you guide me thorough that was different to what I've been trying over and over again? Am right in guessing we simple wiped out our Account altogether and, what were the first few moves? Can you remember or am I getting you in the same mangled muddle as I am?

So what we did was a factory reset of the device. It basically resets all the settings to default and logs you out of your account. However, your account wasn't deleted and you're able to log back in
The reset helped with the possible software issues that prevented you from connecting to the internet

Customer Replay

Well, thank you very much. I sincerely hope I don't have to go through all that again, ever. My husbands previous e-reader was one with a key pad on it and we never seemed to have as much trouble as this. Instead of "hiding" so much, all options were clearly laid out for us to find easily and view. Am really grateful to you. Good bye.

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, but am very grateful to you.

It is my pleasure :)
Thank you for choosing our service!
If you have any additional questions, don't hesitate to contact us anytime. Have a nice one!
I am so pleased to see your issue got resolved!

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