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Troubleshooting Kindle Touch Problems

Max holds a B.S. in mass communications from SIU, an M.A. in communications from U of I, and is pursuing an MBA from Webster University.


Common problems with the Kindle Touch include issues transferring purchased content, forgetting your password, a frozen touch screen, lines on the screen, problems playing songs and audiobooks, and more. Almost all of these problems can be resolved on your own through troubleshooting with minimal effort and without voiding the manufacturer's warranty, and most importantly without sending the device back to Amazon for repairs or having to deal with Amazon Customer Service.

The Kindle Touch features 4GB of storage space, Wi-Fi and 3G connectivity and a 7" display.

The Kindle Touch features 4GB of storage space, Wi-Fi and 3G connectivity and a 7" display.

Kindle Touch Won't Turn On

  • Hold the Kindle Touch "Power" button down for 20 seconds and then remove your finger from the button to perform a hard reset. During the hard reset, any programs that are running that could be causing the Kindle Touch to lock up will forcibly be shut down and the device will reboot.
  • Try plugging your Kindle Touch into a different power source to charge it. It's possible the charging source you were using wasn't working. Alternatively, try a different charging cable, if possible, to ensure that yours isn't defective.
  • If neither of the first two options work and you regularly used your Kindle Touch while the back casing was hot to the touch, some internal components inside of the device may be melted, and as a result the device may be permanently damaged. In this case, you'll need to contact Amazon Customer Support. As long as you don't open the device and void the manufacturer's warranty, Amazon should replace your device at no cost to you.

Can't Transfer Previously Purchased Content

You must first deregister your older Kindle and then delete content purchased from the Kindle Store from that device that you want to see on your Kindle Touch. You can deregister your Kindle by doing the following:

  1. Press "Home" and then select "Menu."
  2. Select "Turn on Wireless."
  3. Select "Menu" and then select "Settings."
  4. Tap "Registration" and then tap "Deregister" in the dialog box that appears on the screen.

Ensure that your Kindle Touch is registered to the Amazon account you used to purchase content from the Kindle Store so that you can transfer purchased content to your Kindle Touch. If you don't register the Kindle Touch to the same account, you won't be able to move the content to your Kindle Touch.

I Forgot My Kindle Touch Password

The only option is to restore your Kindle Touch to its default factory settings. When prompted to enter your Kindle Touch password, enter "111222777." Your Kindle Touch will restore its factory settings. You will have to set up your personal settings again and then transfer any purchased content back to your device.

Frozen Kindle Touch Screen

  1. Plug your Kindle Touch in to charge it. If the Kindle Touch is operating on a low battery, screen problems may result.
  2. Perform a hard reset as outlined in the Kindle Touch Won't Turn On section.
  3. If the device continues freezing up after the hard reset, see if a version upgrade is available for the device from here. Version updates can resolve some glitches your Kindle Touch software may be experiencing.

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Lines on Screen

Perform a hard reset as outlined in the Kindle Touch Won't Turn On section. The problem could result from other electronic or high-power devices that send and receive a type of signal being too close to the Kindle Touch. Other devices can include cell phones, remote controls, lamps and other lighting equipment, power tools, radios and gaming systems.

Kindle Touch Won't Connect to Free 3G

  1. Plug the Kindle Touch in to charge the battery. A low battery can prevent the free 3G from working.
  2. Make sure that wireless is enabled. Select "Home," "Menu" and then "Turn on Wireless."
  3. Ensure that you are getting a wireless signal. Do this by checking the bars in the upper-left corner of the screen. If no bars are appearing or one bar is appearing, you either receiving a wireless signal or you're receiving a very weak signal.
  4. Restart your Kindle Touch. You may be experiencing a software glitch that can be resolved by restarting the device.

Book Won't Open

If a book you downloaded to your Kindle Touch won't open, the device may never have finished downloading. Delete the book from your Kindle Touch by pressing your finger against the name of the book you are having problems with until a dialog box appears. Select "Move to Archived Items." Navigate to Archived Items and download the book to your Kindle Touch again. After the title is finished downloading, restart your device and then try accessing the title again. If you are still experiencing problems, restart your Kindle Touch to its factory settings and then reload all of your content to the device.

Kindle Won't Play Music or Audiobook

The files you are trying to play may not be supported by the Kindle Touch. The device only plays MP3 music files and audiobooks in either the AA or AAX formats. You can check your music and audiobook file formats by doing the following:

  1. Connect your Kindle Touch to a computer using the USB cable that came with the device.
  2. Open My Computer and then click the name of your Kindle Touch.
  3. Click "Music Folder" to check your music file types. Any files without an MP3 extension won't be supported.
  4. Back out of the Music Folder.
  5. Click "Audible Folder" to display audiobooks on the device. Any files without a AA or AAX extension won't be supported by the Kindle Touch.


Samme on November 18, 2013:

Hi Max,

My kindle touch will only let me turn off by doing the force restart thing but it wont turn back on on it's own, and when I get it to turn back on I get a screen saver that wont let me enter my kindle passcode. I can't really do much of anything. Any ideas?


Suz on April 07, 2013:

Scroll to Continue

I have a Kindle Touch 3G and when I clicked it on the other day the ad was showing as usual. It put vertical lines through the ad and has completely locked! I try the hard reboot and it doesn't work. It sometimes has a gold colored light and sometimes a green light. When I try to do the hard reboot it will blink a few times and go out...but nothing else happens. Any clues? I was using it and it was fine. I left it in the van while I went hiking and came back to turn it on and it didn't work. This is driving me nuts!

Jesse on January 21, 2013:

Thanks! Solved my problem.

Heitor on July 21, 2012:

Hello! I am having problems with my Kindle Touch that I haven't seen any fixes to on the internet. My kindle works fine and was playing music fine until one day the music was silent. I have 35 songs on my kindle and all of them are silent. The songs are still playing because I left one playing and when the time was up it went to the next song which was also silent. I have no idea what is going on and if you have any help I would greatly appreciate it!

Max Dalton (author) from Greater St. Louis, Missouri on June 24, 2012:

Hi C,

I'd see if it's still covered by the manufacturer's warranty. If it is, get it replaced. There are probably quick fixes, but this sounds like a hardware problem that will continue recurring.



Max Dalton (author) from Greater St. Louis, Missouri on June 24, 2012:

Check the properties for the files you loaded to your device.



c on June 22, 2012:

my kindle touch froze on a webpage for ages. i found somee advice and held the on/off button for 10 seconds, the screen went completely white apart from the loading circle in the top left corner. i gave it a while to restart, i tried again, and still nothing. what can i try next?


Noura on June 12, 2012:

How do you know if your music files have an AA or AAx extension?

Iona Italia on May 20, 2012:

My new Kindle touch has problems playing Audible Audiobooks (purchased via the Kindle itself from the Amazon store). It will play them for a while and then the sound just changes to a series of loud beeps and clicks. This has happened with several different Audible audiobooks, once you get to approximately halfway through.

Liz Hawkins on May 10, 2012:

I have a Kindle Touch. When I complete reading a book and I try to send it to archives, it will only open the book, it won't give me the option to menu to send it to Archives. How can I fix this?

Max Dalton (author) from Greater St. Louis, Missouri on May 01, 2012:

Hi Paula,

Try restoring the factory settings and then see if you still have this issue. This device and the Kindle Fire have really been more trouble than they're worth for a lot of people. If that doesn't work, contact Amazon and see if they'll replace it.



Paula on April 27, 2012:

Hi there

My brand new kindle touch keeps telling me I have to do an update every time I press the shopping trolley except I've already done the update so this area is shadowed, meaning my kindle is pretty useless at the moment, it's completely registered and connected to Wi-Fi, any help would be brilliant,


Max Dalton (author) from Greater St. Louis, Missouri on April 27, 2012:

Hi Thelma,

If you can't resolve your issue through a page like this one, you'll need to either deal with Amazon Support or find a repair person who can take a look at it for you. Here are some things you can do:

1) Try a replacement cable, and make sure that cable is certified by Amazon to work with your device. The issue may be with your cable and not with your Kindle Touch.

2) Let the battery run down completely, let it sit for a few hours and then try recharging it fully and using it.

3) If you can, update the firmware.



Thelma on April 27, 2012:

My Kindle Touch will not hold a charge. Is this covered under the warranty? How do I get in contact with someone who can help me with this question without a charge?

小冲冲 on April 21, 2012:

Wow!I have succeeded by restoreing the factory settings!!

thank you all the same.

小冲冲 on April 21, 2012:

Hi max,

I have a kindle touch 5.04 and i failed to upgrade it to 5.10.

it always gets error 006.

should i restore the factory settings or do something else?



Max Dalton (author) from Greater St. Louis, Missouri on April 21, 2012:

Hi sherri,

I haven't experienced this, but perhaps someone else who knows what you're talking about can.



sherri on April 19, 2012:

hi there desperate for help....

when i put on my kindle it tells me to press parts of the screen as though it's a way to access my books how do i get this off as its annoying asap help thanks

Max Dalton (author) from Greater St. Louis, Missouri on April 12, 2012:

Hi phani,

It can take some time. Did you eventually get it to install?


Max Dalton (author) from Greater St. Louis, Missouri on April 12, 2012:

Hi phani,

It can take a while. I haven't experienced these errors, so I can't speak to them. Did you eventually get the update to fully install?



phani on April 11, 2012:

Hi Max,

I have a kindle touch and the factory restore took 30mins and more. Is this expected ? Generally how much time does factory restore take ? I downloaded the 5.0.4 firmware and tried to upgrade but got error 054 and 006. So I thought to restore the factory settings.



Max Dalton (author) from Greater St. Louis, Missouri on February 25, 2012:

Hi Mark,

Try resetting your wireless router by disconnecting the power cable from it, waiting 30 seconds and then reconnecting it. It's worth a shot. Stranger things have happened.

I don't know how big your house is, but try getting closer to the wireless router.

Also, when you go to look for your archived content, you may have Books only selected. Try switching that to All or whatever it is that lets you view all of the archived files. Some books don't get filed under Books, for some weird reason. That's if the Kindle Touch works like the Fire.

Also, something could be messing with your wireless signal, such as a radio, cordless telephone, baby monitor or other electronic devices that send and receive a wireless signal. Try turning those off and then looking for your book.

Let's see how that works.



Mark on February 25, 2012:

Thanks for the response. My Kindle is registered with my amazon account and has been rebooted many times. My Kindle touch does not have 3G, only Wi-Fi. The only other device connected to my Wi-Fi network currently is my laptop, so I don't believe I am over the limit on devices. I can purchase books on my laptop then transfer via USB cable, but not wirelessly (and, again, this is only a problem at my house. Works perfectly on other networks). I do have Norton Security, could this be blocking access to the Kindle Store?

Max Dalton (author) from Greater St. Louis, Missouri on February 24, 2012:

Hi Mark,

My familiarity is more with the Kindle Fire, but I'll do my best to transfer that knowledge to the Kindle Touch. Make sure your Kindle Touch is linked to your Amazon account. You can do this by logging in to your Amazon Kindle account on a computer, selecting Manage Your Kindle and then selecting Manage Devices. If you don't see your Kindle, it's not registered, and you need to do that before you can download books.

If you haven't rebooted the device in a while, try that.

Either way, your problem isn't with your Wi-Fi because the device uses its 3G connection to download books from Amazon.

Also, for future reference, some Internet providers limit the number of devices you can connect to your home Wi-Fi. You may want to call your Internet provider and look into that just so you know, even thought it shouldn't be the problem in this case.

Let me know if any of that helps or not and we'll go from there. I think this is something we should be able to fix.



Mark on February 24, 2012:

My Kindle Touch will not connect to the Kindle store or download books. It finds and signs on to my Wi-Fi with no problem, I can access the internet via the web browser, but cannot access the Kindle Store. The Kindle works perfectly at the McDonalds down the street, but not at home. Just bought a brand new wireless router today, still doesn't work. I even tried creating a guest network with no security settings and it still would not work. Any suggestions?

Max Dalton (author) from Greater St. Louis, Missouri on February 08, 2012:

Hi Karen,

I outline how to approach addressing this in the article. Try removing any items you recently added to see if that resolves the problem. The best thing you can do is update the device's firmware. If you haven't restarted it in a while, see if that helps.



karen on February 08, 2012:

my kindle constantly freezes up, what gives

Max Dalton (author) from Greater St. Louis, Missouri on February 06, 2012:

Hi Jordan,

With regard to standard music files, I believe the Kindle touch only supports the MP3 format. I work for a large publishing company, and we have one for testing our books on it, so I've never loaded an MP3 to it. However, try playing your audio files by selecting "Experimental" from the home screen menu and then selecting MP3 player and see if the Kindle Touch plays it then.

Hope that helps.


jordan on February 06, 2012:

My kindle touch didn't come with a "music" folder. I had to create one and it wont play the files I have in it.

Max Dalton (author) from Greater St. Louis, Missouri on January 29, 2012:

Hi JP,

If it only happens with a particular title, try removing and then re-adding that particular title. Check to see if a firmware upgrade is available; sometimes those can resolve these kinds of things. If you haven't restored the device to its factory settings yet, that may be your best bet. There may also be an issue with the file. If you downloaded it from Amazon, contact them to see if they can take a look at the file for you; you never know. Are you connecting any type of weird device or accessory? If so, try disconnecting or removing that.

Drop back by and let us know if any of that worked.



JP on January 29, 2012:

I have the same problem jumping chapters and pages. This is my second 3G touch return the first one the second is the same problem

carol on January 07, 2012:

my kindle touch keeps jumping chapters, and also pages, I have tried restarting it but to no avail, is there anything else I can do?

Callum from Edinburgh, Scotland, UK (At Home With My Wonderful Partner) on December 20, 2011:

Thank you so much I was literally pulling my hair out lol :)

Max Dalton (author) from Greater St. Louis, Missouri on December 20, 2011:

No problem! Glad the hub helped.

Callum from Edinburgh, Scotland, UK (At Home With My Wonderful Partner) on December 20, 2011:

Thank you so much for this hub, my uncle decided to buy me one of these kindles for christmas as an incentve I think because I got too many books I suppose :) anyway its nearly drove me mad trying to understand the thing, but this hub is a big help.. :)

Thanks Again

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