Troubleshooting with Kindles

Transcription

1 Troubleshooting with Kindles

2 What issue are you experiencing with your Kindle? Internet/Connection Problem Locked Screen with Pin Kindle is speaking/green Border Screen Can t find App / New Content App or Device is Frozen Deleting Inappropriate Content De-registered Account Accessing Google Drive RM City Disappeared Dolphin Browser / Flash Player Disappeared Support Needed for Item Not Listed

3 Internet / Connection Problem Step 1 Swipe down from the top to see menu. Step 3 Check if the Wireless is On (it should be bright) & Connected to Kindle_ACCESS (Pg 1 of 2) Step 2 Make sure Airplane mode is OFF (It should be grayed out) Step 4 If Wireless is not on or connected to Kindle_ACCESS, Select the WiFi icon

4 Internet / Connection Problem Step 5 Switch Wi-Fi to ON Step 6 To connect to Kindle_Access, Forget all other networks and select Kindle_Access; enter PW if prompted or scan QR Code below Kindle_ACCESS network password: srvi8kbo1i9kndul9fzevl871 (Pg 2 of 2)

5 Locked Screen With Pin Step 1 Enter incorrect password multiple times until a prompt to reset the password pops up. (Pg 1 of 2)

6 Locked Screen With Pin Step 2 In the "Verify Your Account" page, enter in Amazon password Step 3 In the "Change password" page, create a new pin that you will remember Ex: 0000 Step 4 Go to "Settings" --> "Security" --> turn OFF Lock screen passcode Enter New Pin to Turn Off Passcode (Pg 2 of 2)

7 Kindle is Speaking/ Green Border Screen (Pg 1 of 2) Screen Reader has been turned on-you must double-tap to select and use two fingers to swipe/ scroll Step 1 Swipe down from the top to see Alerts Step 2 Select Voice View. Tap for Setting.

8 Kindle is Speaking/ Green Border Screen (Pg 2 of 2) Step 3 Switch VoiceView to OFF Step 4 Select Continue

9 Can t find App/New Content Step 1 Verify that you are connected to WiFi (Kindle_ACCESS) Step 2 Swipe down from the top of the screen to view the menu Step 3 Select Settings (Pg 1 of 2)

10 Can t find app/new content Step 4 Select Sync Device Step 5 Restarting the device can also help. To restart: Hold down the power button for 40 seconds then turn the device back on. (Pg 2 of 2)

11 App or Device Frozen If your device is not responding to touch, press and hold the power button to shut down your Kindle for 40 seconds. Do not let go of the Power button until the device shuts off. Press and hold the power button to turn on again. Sleep/Wake Press the power button to switch between the sleep and wake modes In sleep mode, the Kindle is inactive but not powered off.

12 Deleting Inappropriate Content Step 1 Go to the Apps Library Step 2 Find the app you would like to delete from the list of Apps Step 3 Select the 3 dots on the far right of the app row Step 4 Select Delete from Device & Delete from Cloud You must delete from both locations in order for the app to no longer appear on the device

13 My Fire My Fire If your Kindle says My Fire in the upper left corner your device has been de-registered and you must Contact Your Campus Rep to have the issue resolved Please note: Kindle will not receive any new content through Whispercast when deregistered.

14 Accessing Google Drive Step 1 Open Silk Browser Go to google.com/drive Step 2 Select the 3 dots (Pg 1 of 2) Step 3 Select Request desktop site

15 Accessing Google Drive Step 4 Expand the Menu (Pg 2 of 2) Step 5 Select Sign In Note: In order to EDIT any documents in Google Drive, you will have to switch back to MOBILE version once you have logged in

16 RM City Disappeared! Step 1 Open the Silk Browser Step 2 Go to app.rmcity.org Step 3 Download the file Step 4 View the downloaded file Step 5 Install the file Visit jivdayafound.org/step-resources for step-by-step instructions on how to install RM City

17 Dolphin Browser/ Flash Player Disappeared! Dolphin Browser 1) Open Silk browser. 2) Navigate to jinvestllc.box.com/dolphup 3) Download the file. 4) Open the downloads tab in Silk (you can swipe from the left if you don't see it), click on the downloaded file. Select Install and Open. Flash Player 1) Open Dolphin browser. 2) Navigate to jinvestllc.box.com/flashup 3) Download the file. 4) Click on the downloaded file. Select Install and Open. 5) The Complete action using prompt will appear. Click on the Dolphin Browser then Always 6) Click the Play button in the middle of the page Local Storage Always

18 Support Consult your colleagues & team leaders to help resolve Kindle issues. If you cannot resolve an issue, please contact your campus rep. It is helpful to give them the following information: Device Number Screenshot of the issue, if possible Description of issue Frequency of issue