My Kindle Can Connect Wirelessly but Won't Sync
March 4, 2011 2:04 PM   Subscribe

I have kind of a weird problem with my 3rd gen kindle (wifi only).

Recently it updated to the 3.1 software. Everything seems to work OK since the update. But I did have a problem with the "Sync and Check for new items". It just gets to the "Checking..." part and then goes away. After a little bit of time I will get an error stating that it could not connect.

My settings page shows it registered correctly as does the Manage My Kindle page. But I can not de-register it on the Kindle. Same thing, runs for a little bit then gives an error. I tried deregistering it via the MYK page but that had no affect on the Kindle itself even after restarting.

On the Kindle, I can connect to the Kindle Store and buy books no problem (but they don't download) and I can connect using the built-in web browser.

I've reset both the router and the kindle multiple times with no change. I can see the Kindle pulling an IP on the Router status page. My wireless network runs with no password (no encryption). I can see my network in the list of available networks and I can select it no problem. I've tried turning the wireless on and off on the Kindle.

I can use the Kindle for PC application no problem.

I am familiar with the jailbreak process and it does not fix the problem.

I am hestiant to use the "Restore to Factory Settings" because there are still a bunch of books on the Kindle that I can read and don't want to lose them. I'm afraid if I reset it, I will have no books and no way to register the kindle.

I realize there are ways to get content to the Kindle using USB, that's not really the issue.

Just a guess, but it seems like the password it has stored for my kindle account may be corrupt. Since all the other connections seem to work OK, it seems more like an authentication issue rather than a straight connection issue.

I've alread reported this to Amazon and I am waiting for their response. Wanted to hear your thoughts before I whip out the WireShark.

Bonus question: Is there a way to rollback the firmware version?
posted by banshee to Technology (10 answers total) 1 user marked this as a favorite
Dumb question: Have you tried getting it to forget your wifi network and then reconnecting? or adding a password and trying to connect to it with a password? I have heard around the boards that some people have a real problem connecting with the wifi and in the end after much back and forth with Amazon they ended up getting a new one sent to them.
posted by kanata at 2:56 PM on March 4, 2011

Hi Kanata,

Yes, tried the forget my network and then reconnect. I've also messed with the WEP and WPA settings on the router. I got it to connect to the router with WEP and a passphrase, but still the same connection error. I also saw a post that recommended setting the MAC filter and entering the kindle's MAC, no luck there either.
posted by banshee at 3:19 PM on March 4, 2011

I do not believe that resetting to factory defaults deletes books from your Kindle. My suggestion, however, is to call customer service. I had a truly excellent experience with them when I had a Kindle problem.
posted by driley at 3:43 PM on March 4, 2011

A hard reset will delete books off of your actual Kindle, but fear not! They will still be archived on Amazon's servers, you just need to redownload them.
posted by InsanePenguin at 4:31 PM on March 4, 2011

If you have files or books from other sources back up all your document folder to your computer first so you don't lose them if you do a hard reset. If that doesn't work I'd phone Kindle customer service. I've phoned them and had the best customer service from them. They replaced my broken Kindle in four days (and it only took that long as I'm non-US) and refunded shipping.
posted by kanata at 6:33 PM on March 4, 2011

That is... odd. There isn't a whole lot more you can do as an end user, though. Basically, as kanata says, you can try performing a factory reset, and if that doesn't work, call Amazon customer service. You are correct that the factory reset will wipe your registration data and render the books you already purchased from Amazon unreadable, if they are DRM-protected. (Not every ebook Amazon sells is DRM-protected, but I think most are. Even better, there isn't any particularly easy way to find out which have DRM and which don't.)

For the bonus question: there is no way for you, as an end user, to roll back a software update.
posted by reventlov at 8:14 PM on March 4, 2011

Nthing customer service. When I broke my Kindle, they sent me a new one via one-day shipping and a prepaid address label to send the old one back.
posted by l33tpolicywonk at 7:18 AM on March 5, 2011

"I am hestiant to use the "Restore to Factory Settings" because there are still a bunch of books on the Kindle that I can read and don't want to lose them. I'm afraid if I reset it, I will have no books and no way to register the kindle."

Any Kindle you register to your Amazon account, including the Kindle for PC/iOS/Android/etc apps, can read any book you've purchased from Amazon. You can't share the pre-downloaded files between time - each download is only authorized to the particular device/software that downloaded it. But each one can download all of your books as much as you need it to.

So, in short, don't worry about it.

Call Amazon customer service, they'll either fix or replace it, and they'll do it quickly and courteously. But make sure you call Kindle support, not their general CS number.
posted by CrayDrygu at 8:04 AM on March 6, 2011


Thanks for your suggestions. I backed up my documents folder and then went ahead and did a Restore to Factory Settings. This did erase the books and de-registered the kindle. As expected, it would not let me re-register.

Amazon replied to my email asking me to call in, so I guess I'll be doing that.

Thanks everyone!
posted by banshee at 8:34 AM on March 7, 2011

I'm so excited I finally figured out the connection problem!

After some time with WireShark, I found that the kindle packets were set to DF (don't frament) and my router's MTU was set to low (1420) to allow them to get through. I set the router to 1500 and pow! it connected and started downloading the back log. Every thing works great now.

Worked fine with the pre-3.1 software so must be a new thing.

I hope this helps someone from the future who is too stubborn to just call and ask for a new one.
posted by banshee at 5:17 PM on April 17, 2011

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