Troubleshooting Kindle PW SE no sideload no update

Mickeyxx · Today, 07:13 AM

the problem started that all my books vanished and whenever i transfer them back via calibre they disappeared as soon as i unplug the device.
i have tried factory resetting/ changing region/ older versions of calibre/ factory resetting and then keeping it on airplane mode from the start/ and even copying pdfs directly to the kindle without calibre
the only thing that worked was transferring an epub file through the amazon link
the final solution was to update my kindle manually from version 5.16.9 to 5.16.10 and faced another problem..

the update my kindle option does not exist ( not greyed out but doesn't actually exist on my device), and neither is advanced options! i scrolled every list to the very bottom, but they were not there! i checked every three dots menu on every page!

i have tried literally everything, and CS are super useless, been talking to them the past three days. i am heartbroken my kindle was my everything.
and i am not financially stable to buy another device..

Josieb1 · Today, 07:37 AM

If the ‘update my kindle button’ is greyed out or missing it check you have downloaded the correct update for your kindle.

Mickeyxx · Today, 07:48 AM

Quote:

Originally Posted by Josieb1

If the ‘update my kindle button’ is greyed out or missing it check you have downloaded the correct update for your kindle.

I have copied the kindle paperwhite 5.16.10 from the amazon website
Plus it's not greyed out but it simply just doesn't exist :/

Sirtel · Today, 10:54 AM

Quote:

Originally Posted by Mickeyxx

I have copied the kindle paperwhite 5.16.10 from the amazon website
Plus it's not greyed out but it simply just doesn't exist :/

It might have been for the wrong Paperwhite model.

Mickeyxx · Today, 10:57 AM

Quote:

Originally Posted by Sirtel

It might have been for the wrong Paperwhite model.

i copied both kindle 11 and kindle paperwhite 11 (i have paper white 11 signture edition)

Sirtel · Today, 11:48 AM

Quote:

Originally Posted by Mickeyxx

i copied both kindle 11 and kindle paperwhite 11 (i have paper white 11 signture edition)

You copied both to your PW? Kindle 11 is another model entirely.

Mickeyxx · Today, 01:22 PM

Quote:

Originally Posted by Sirtel

You copied both to your PW? Kindle 11 is another model entirely.

i tried updating while each one the device and didn't work

BionicGecko · Today, 02:11 PM

To be honest, seeing how many people seem to be having issues with the latest firmware version, it might be a good idea to hold off updating for a while. Perhaps your initial issue can be solved without updating.

The deletion of books you experienced is a relatively well-documented issue; you may want to read the thread here. At this stage it is not clear whether the latest update solves this issue, but this bug has been around for a while.

As for putting back the books on your Kindle, are you sure you copied your books to the kindle in a kindle-compatible format (e.g. AZW, KFX, MOBI)? If so, then perhaps your issue lies with your USB cable, or the storage on your Kindle could be faulty. That might explain why neither books nor update files show up on your device.

Mickeyxx · Today, 02:21 PM

Quote:

Originally Posted by BionicGecko

To be honest, seeing how many people seem to be having issues with the latest firmware version, it might be a good idea to hold off updating for a while. Perhaps your initial issue can be solved without updating.

The deletion of books you experienced is a relatively well-documented issue; you may want to read the thread here. At this stage it is not clear whether the latest update solves this issue, but this bug has been around for a while.

As for putting back the books on your Kindle, are you sure you copied your books to the kindle in a kindle-compatible format (e.g. AZW, KFX, MOBI)? If so, then perhaps your issue lies with your USB cable, or the storage on your Kindle could be faulty. That might explain why neither books nor update files show up on your device.

i tried copying all kind of formats, i exclusively use azw3 but i also tried mobi, pdf an epub either via calibre or direct copy
i just contacted kindle support and they said that my account is locked and that might be the issue and i need to create a new one.
currently the only thing working is the send to kindle option while transfaring epubs, if it was a memory issue wouldn't they also disappear? genuinly asking
also i tried another cable yes

Sirtel · Today, 02:23 PM

Quote:

Originally Posted by Mickeyxx

i just contacted kindle support and they said that my account is locked and that might be the issue and i need to create a new one.

That's hogwash. What does it even mean, that your account is locked? Besides, sending epubs via Amazon wouldn't work in that case either.

Mickeyxx · Today, 02:31 PM

Quote:

Originally Posted by Sirtel

That's hogwash. What does it even mean, that your account is locked? Besides, sending epubs via Amazon wouldn't work in that case either.

i have no clue, literally, they said and i quote "your account is locked for some issue and we can not unlock it because you hadn't made 5 orders with us, either digital or retail products so you would have to make a new email and a new amazon account, factory reset your device ,use your new account andthat will solve your problem)
that was an 70 minutes call btw most of the time he was checking things on his side
plus i am currently transfering my old liberary via send to kindle, not sure if need to follow through with the new account thing or not.

Sirtel · Today, 02:59 PM

Quote:

Originally Posted by Mickeyxx

i have no clue, literally, they said and i quote "your account is locked for some issue and we can not unlock it because you hadn't made 5 orders with us, either digital or retail products so you would have to make a new email and a new amazon account, factory reset your device ,use your new account andthat will solve your problem)
that was an 70 minutes call btw most of the time he was checking things on his side
plus i am currently transfering my old liberary via send to kindle, not sure if need to follow through with the new account thing or not.

If you sent your library to your old account and then create a new one, you'll need to send them again.

John F · Today, 04:36 PM

Quote:

Originally Posted by Mickeyxx

i have no clue, literally, they said and i quote "your account is locked for some issue and we can not unlock it because you hadn't made 5 orders with us, either digital or retail products so you would have to make a new email and a new amazon account, factory reset your device ,use your new account andthat will solve your problem)
that was an 70 minutes call btw most of the time he was checking things on his side
plus i am currently transfering my old liberary via send to kindle, not sure if need to follow through with the new account thing or not.

I'm not a Kindle expert, but I think you need to unregister your kindle; a factory reset won't do that.

Today, 07:13 AM	#1
Mickeyxx Junior Member Posts: 6 Karma: 10 Join Date: Aug 2024 Device: Kindle Paperwhite 11 Signture Edition	Kindle PW SE no sideload no update the problem started that all my books vanished and whenever i transfer them back via calibre they disappeared as soon as i unplug the device. i have tried factory resetting/ changing region/ older versions of calibre/ factory resetting and then keeping it on airplane mode from the start/ and even copying pdfs directly to the kindle without calibre the only thing that worked was transferring an epub file through the amazon link the final solution was to update my kindle manually from version 5.16.9 to 5.16.10 and faced another problem.. the update my kindle option does not exist ( not greyed out but doesn't actually exist on my device), and neither is advanced options! i scrolled every list to the very bottom, but they were not there! i checked every three dots menu on every page! i have tried literally everything, and CS are super useless, been talking to them the past three days. i am heartbroken my kindle was my everything. and i am not financially stable to buy another device..

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Today, 07:37 AM	#2
Josieb1 Grand Sorcerer Posts: 5,032 Karma: 18018738 Join Date: Nov 2009 Location: UK Device: Kindle Scribe, PW SE & Kindle 2022, Kobo Libra 2	If the ‘update my kindle button’ is greyed out or missing it check you have downloaded the correct update for your kindle.

Today, 02:11 PM	#8
BionicGecko Addict Posts: 250 Karma: 1544837 Join Date: Aug 2016 Location: Czech Republic Device: Voyage, Oasis, Scribe, Libra Colour	To be honest, seeing how many people seem to be having issues with the latest firmware version, it might be a good idea to hold off updating for a while. Perhaps your initial issue can be solved without updating. The deletion of books you experienced is a relatively well-documented issue; you may want to read the thread here. At this stage it is not clear whether the latest update solves this issue, but this bug has been around for a while. As for putting back the books on your Kindle, are you sure you copied your books to the kindle in a kindle-compatible format (e.g. AZW, KFX, MOBI)? If so, then perhaps your issue lies with your USB cable, or the storage on your Kindle could be faulty. That might explain why neither books nor update files show up on your device.