Kindle Paperwhite 5 (11th Generation) Troubleshooting

The Kindle will not turn on unless plugged in or the battery life drops quickly during usage

The problem may be with the cable instead of the Kindle. Try connecting the current cable to another device to see if it will charge or try another cable that you have not tried before.

If the device turns on, but the battery drains quickly regular with usage another setting or application may be using additional power. You can turn the Wi-Fi antenna off in the settings to lower power consumption and increase battery life.

If the cable is working and all unused applications are closed and the battery life is very short the battery may be faulty and need replaced.

The kindle will not connect to Amazon’s network services or other devices when connected to the internet 

Many people use airplane mode to save battery life and the Kindle can fail to connect to Amazon's services when turned off. Go into your settings and turn Airplane mode on for 30 seconds and then turn it off. The device may resync after turning airplane mode off again.

Sometimes an update or keeping the device on for long periods will cause the Kindle to not be able to connect to Amazon's services. Hard reset your device by pressing and holding the kindle power button for 40-45 seconds until the kindle logo appears on the screen. When the Kindle finished resetting it should re-sync.

Go to your menu, then settings, then account and deregister your kindle. Once you are logged out reset the device and log into your account again and your account should sync.

Touch inputs will not respond, and the device appears frozen on a screen

Sometimes an update or keeping the device on for long periods will cause the Kindle to freeze. Hard reset your device by pressing and holding the kindle power button for 40-45 seconds until the kindle logo appears on the screen. When the Kindle finished resetting it should re-sync.

If there are debris, liquids, or other substances on your screen it may interfere with the touchscreen. Clean the screen with an alcohol based solution and a microfiber cloth to remove any debris and films on the screen.

If you recently replaced the screen protector or the current one is damaged, try removing the screen protector and touching the screen directly. If all else fails the screen may have failed and needs to be replaced.

The Kindle will not connect to Wi-Fi automatically even when the network has been confirmed on another device

Make sure that your Wi-Fi setting is turned on. If the setting is off then you can not connect to the internet.

Check your settings and make sure that airplane mode is turned off. Oftentimes users keep the device in airplane mode to save on power usage.

Check that the Wi-Fi signal you want to connect to is available on another device close you, like a cell phone or laptop.

Sometimes an update or keeping the device on for long periods will cause the Kindle to not be able to connect to Wi-Fis. Hard reset your device by pressing and holding the kindle power button for 40-45 seconds until the kindle logo appears on the screen. When the Kindle finished resetting it should re-sync.

Screen is blank and the device will not respond to any inputs

Check the charger you are using with another device to verify it works. If it does, then plug the kindle into the charger connected to the wall for 24 hours and then try to turn it on again.

If the device will not turn on even after being plugged into the wall charger and left to charge for a long period of time the battery may have failed, and needs replaced.