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New kindle frozen and won't start up

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Showing 1-18 of 18 posts in this discussion
Initial post: 18 Mar 2012 19:11:22 GMT
Hi there, I have only had my new kindle a few months and it seems to have frozen and won't start. This is what it says:

'Collecting information. May take a min.

Will restart when done.....

Please wait.......

I have tried turning it on and nothing happens and I have tried recharging it and again, no change to the display.

Has anybody else experienced this and do you have any suggestions as to how I can fix it?

Any help and advice will be greatly appreciated.

Thanks, Lisa

In reply to an earlier post on 18 Mar 2012 19:19:13 GMT
walrus says:
how long?

In reply to an earlier post on 18 Mar 2012 19:23:33 GMT
Hi walrus, I have had it since about mid December and the message has been displayed for over a week now!

Thanks, Lisa

Posted on 18 Mar 2012 19:30:03 GMT
Last edited by the author on 18 Mar 2012 19:31:17 GMT
Daphne says:
try holding the power switch to the on position for a SLOOOOWWW count of 30 and then release. leave it for 10 mins and don't touch anything. if this doesn't work put it on charge for an hour and repeat the process.

and if that doesn't work contact customer services

In reply to an earlier post on 18 Mar 2012 20:20:25 GMT
Thanks daphne - that seems ot be working!

Posted on 18 Mar 2012 20:21:56 GMT
Daphne says:

Posted on 18 Mar 2012 21:08:01 GMT
Lucy Lou says:
[Customers don't think this post adds to the discussion. Show post anyway. Show all unhelpful posts.]

Posted on 18 Mar 2012 21:46:08 GMT
Daphne says:
but to me a slow count of 30 is safely 20 seconds. if you don't hold it long enough then the reset doesn't work. if you hold it too long it still works, so where is the harm if it works.

why is it so important for you to be so right? I'm pedantic, myself, but I'd rather the reset worked and a slow count of 30 works.. for all models.

In reply to an earlier post on 18 Mar 2012 21:51:37 GMT
If it is really that important and I don't know if it is or not so I take your word for it surely it would be better to use a watch or clock

Posted on 18 Mar 2012 22:11:17 GMT
Daphne says:
it just isn't important. you won't harm it by holding it for a few extra seconds and that's all it is. it's ridiculous to say it will morph into 10 minutes, why would anyone say that?

Clagg just wants to be right, and I'm not criticising him for that, I can be just the same over some things.

to be further pedantic, I also say leave it for 10 minutes, you probably only need to leave it for 4 or 5, but 10 minutes stops people prodding it before it's ready, and 10 minutes to fix your kindle isn't a bad thing.

In reply to an earlier post on 18 Mar 2012 22:18:07 GMT
Hi there, I counted to 30 as daphne suggested and it worked! Which was great! - I am now fully charged and fully operative, which is brilliant as I thought my kindle was broken and I was missing having it.

I really appreciate the advice as I did not know how to reset it, I had tried pressing the button previously and holding it it, but I had obviously stopped too quickly.

Thanks again


In reply to an earlier post on 18 Mar 2012 22:20:08 GMT
walrus says:
mine takes(by the watch) 20 secs to hold,then 4mins 24 secs to settle down.
pendantic,me ? surely not ! :-)

p.s also anal retentive ;-)

In reply to an earlier post on 19 Mar 2012 08:15:59 GMT
Denis Powell says:
Clagg, while you are correct in saying 15 or 20 seconds, not everyone is capable of measuring time that accurately as not everyone has a second hand on their watches or clock. Yes, if they have their PC on they can look at the second hand on the clock, but supposing they have their Kindle freeze while they're at the beach or in the park?

I can measure a yard of material for you to within 2 inches without any form of measuring device, and often to within half an inch. I have no idea how long a metre is. Ask me for 2 ounces of flour and I can measure that out pretty accurately with my eyes closed, but ask for 20 grammes of something and I couldn't even begin to guess. I'm sure some people would be exactly the same measuring seconds without a suitable timepiece.

So, if someone can't see a second hand how do you get them to guage 20 seconds without them underestimating it. Surely "A slow count to 20" or "A slow count to 30" is as good a method as any, and for the vast majority of people who try it the Restart then works. I'd say it's a pretty successful method myself and certainly does neither the person or the Kindle any harm as far as I can tell.

I've seen people suggesting the 30 count for over a year so why you should think in the coming year that will morph into 10 minutes escapes me.

In reply to an earlier post on 24 Apr 2012 12:07:25 BDT
Thanks Daphne! Works fine. I also found count to 20 didn't fix but the slow 30 you suggested did! BTW, what causes this?

Posted on 24 Apr 2012 15:05:55 BDT
ChrisJ says:
What causes 30 to work and not 20? No idea!
What causes the Kindle to freeze? It is an electronic gadget!
It probably has a memory leak from one of the applications, and that can cause a freeze.
It also has a very slow processor, and when you try to make it go too fast, it just gives up.
Also the electronic connections on the side of the Kindle Keyboard can cause lock-ups.

Posted on 31 Jan 2013 19:51:48 GMT
suzanne says:
i've only had my kindle for a month, only got 10 books on it, but in last 3 days, every time i turn it on, get the annoying message mentioned above "collecting information, may take a min" then get the image of tree with the timer, but it goes through that kerfuffle a few times! went 5 tube stops this morning before i could start reading, i'm thinking of going back to proper books!
have searched and searched google, and you are the only guys that seem to have same problem...can't find out what's causing it - i've just done your count to 15,20,30 ( whatever, but i did 30 ;-) ) it's restoring now and i'm crossing my fingers... would just love to know why it's screwed after only a month!

Posted on 7 Mar 2013 13:20:22 GMT
beerymr says:
I suspect this is an unintended consequence of the recent software upgrade. Once they figure out the problem I would expect a tweak to the software via another update.

In reply to an earlier post on 23 Mar 2013 02:55:06 GMT
Mimmy says:
this also happens to me. anyone knows how to solve it?
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Discussion in:  kindle discussion forum
Participants:  11
Total posts:  18
Initial post:  18 Mar 2012
Latest post:  23 Mar 2013

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