Troubleshooting Kindle Paperwhite not showing up on computer

inpri · 12-20-2019, 05:10 PM

For a while, I haven't been able to connect my Kindle Paperwhite 2 to my computer. Or any computer. This is frustrating because I have files I want to read on it. I can't transfer these over wifi because they're too large. And I can't transfer with USB because it's not showing up.

I've tried lots of things. Resetting my computer (which runs Windows 10) and Kindle multiple times, including a hard reset. I've changed selective suspend settings. I've uninstalled and reinstalled the USB controllers. I've tried lots of different cords. I've tried connecting my Kindle using those lots of different cords to different computers. Some of those cords were working with my Kindle just a month ago.

No matter what I've done, it still won't show up in the files

Any suggestions?

Ricky D'Angelo · 12-21-2019, 09:02 AM

I've had the same problem with my kindle fire not connecting and tried much of the steps you listed as well and nothing worked. I'm thinking about getting a can of compressed air to clean out the usb port in case some debris is in there but otherwise I'll just wait. Another idea I had is to update the firmware to see if that will also help with connectivity issues. As far as getting your files on you paperwhite I'm assuming you got most of those files are from the internet. You might try to use the experimental browser to download some of those files directly to your paperwhite.

Junket · 12-21-2019, 02:54 PM

Surely frustrating. Checking the cable & trying a different PC were the logical things to check first. If you have shell access - or want to jailbreak & install USB networking that may be a good way to transfer files over USB.

If the USB connector on the Kindle is loose or damaged though you need to remedy that first.

j.p.s · 12-21-2019, 05:51 PM

Since linux is allegedly a windows copycat and linux has logged USB connects and disconnects since forever, surely windows logs USB connects and disconnects and such logs would give a clue about what is happening (or not).

Junket · 12-21-2019, 10:50 PM

I'm not aware of Windows logging USB events by default. Certainly not in event viewer. You'd probably have to set a debug/verbose flag somewhere.

However there are a lot of third-party utilities that will do so e.g. USB logview or Event Ghost.

edit: An USB connect/disconnect log can be found using event viewer to parse the 'Microsoft/Windows/DriverFrameworks-UserMode/Operational' event log. Logging is not enabled by default, details here on how to enable logging.

MS appears to recommend this utility: USB Hardware Verifier for more in depth troubleshooting.

stumped · 12-22-2019, 05:58 AM

Quote:

Originally Posted by inpri

For a while, I haven't been able to connect my Kindle Paperwhite 2 to my computer. Or any computer. This is frustrating because I have files I want to read on it. I can't transfer these over wifi because they're too large. And I can't transfer with USB because it's not showing up.

I've tried lots of things. Resetting my computer (which runs Windows 10) and Kindle multiple times, including a hard reset. I've changed selective suspend settings. I've uninstalled and reinstalled the USB controllers. I've tried lots of different cords. I've tried connecting my Kindle using those lots of different cords to different computers. Some of those cords were working with my Kindle just a month ago.

No matter what I've done, it still won't show up in the files

Any suggestions?

do you get the windows " new device connected" jingle when you connect, and have you looked in windows device manager after connecting, for clues ?
or in disc management, or run add new hardware wizard...

does the kindle still charge ok i.e. the USB port works for charging ?

is there anything else you can" connect to" for clues, e.g. the usb port on a smart TV

also there are the various permutations of connect first then turn on vs turn on then connect, with both PC and kindle. one of those may trigger some new action

you say can't use wifi because files are too large, but wi fi does not have a size limit? it just take longer with bigger files

Ricky D'Angelo · 12-22-2019, 01:12 PM

Running the command, sudo cat /var/log/syslog.1 | grep usb, in ubuntu terminal gave me the following usb data log files.

Quote:

Dec 22 08:51:27 arnoldo-HP-G72-Notebook-PC kernel: [ 2.825126] input: Logitech Unifying Device. Wireless PID:404d System Control as /devices/pci0000:00/0000:00:1d.0/usb2/2-1/2-1.3/2-1.3:1.2/0003:046D:C52B.0005/0003:046D:404D.0006/input/input24
Dec 22 08:51:27 arnoldo-HP-G72-Notebook-PC kernel: [ 2.825202] hid-generic 0003:046D:404D.0006: input,hidraw3: USB HID v1.11 Keyboard [Logitech Unifying Device. Wireless PID:404d] on usb-0000:00:1d.0-1.3/input2:1
Dec 22 08:51:27 arnoldo-HP-G72-Notebook-PC kernel: [ 2.989890] input: Logitech K400 Plus as /devices/pci0000:00/0000:00:1d.0/usb2/2-1/2-1.3/2-1.3:1.2/0003:046D:C52B.0005/0003:046D:404D.0006/input/input29
Dec 22 08:51:27 arnoldo-HP-G72-Notebook-PC kernel: [ 2.990339] logitech-hidpp-device 0003:046D:404D.0006: input,hidraw3: USB HID v1.11 Keyboard [Logitech K400 Plus] on usb-0000:00:1d.0-1.3/input2:1
Dec 22 08:51:27 arnoldo-HP-G72-Notebook-PC kernel: [ 36.600649] input: HP Webcam-101: HP Webcam-101 as /devices/pci0000:00/0000:00:1a.0/usb1/1-1/1-1.3/1-1.3:1.0/input/input35
Dec 22 08:51:27 arnoldo-HP-G72-Notebook-PC kernel: [ 36.600812] usbcore: registered new interface driver uvcvideo

No idea what that means but my kindle still doesn't connect although the battery bar indicates it's charging. I started up calibre and the kindle isn't recognized either.

I agree that the workaround is to send files to the kindle wirelessly or via direct download from the paperwhite experimental browser.

stumped · 12-22-2019, 01:38 PM

well it doesn't seem to be anywhere in that log.

it's looking like the usb port is faulty, either a damaged pin in the socket or a failed connect to the motherboard, but the pins needed for charging are OK.
replacing that socket probably requires mucho soldering skills.
if it were me, I'd call a amazon in the hope of being offered an attractive discount on a trade in for new or refurbished PW 3 or 4, and take that. The PW 3 was a significant improvement, screen-wise over the PW2
I dont see any mention of the time - honoured jiggle it about until it works trick, but thats more for loose connections that will still work only at certain angles
squirt some switch cleaner into the socket if you have any but that's a real long shot ( or WD40 if desparate )

j.p.s · 12-22-2019, 01:53 PM

Quote:

Originally Posted by Ricky D'Angelo

Running the command, sudo cat /var/log/syslog.1 | grep usb, in ubuntu terminal gave me the following usb data log files.

No idea what that means but my kindle still doesn't connect although the battery bar indicates it's charging. I started up calibre and the kindle isn't recognized either.

I agree that the workaround is to send files to the kindle wirelessly or via direct download from the paperwhite experimental browser.

The best approach in linux is to use the dmesg command, which may or may not require sudo in front. I just did the following with my K4NT and an older laptop running an older ubuntu:

Code:

#comment initial baseline dmesg output
dmesg > dmesg_init.txt
#comment connect kindle with USB then get next dmesg
dmesg > dmesg_conn.txt
#comment disconnect kindle from USB then get next dmesg
dmesg > dmesg_disc.txt
#comment get new part after connect
diff dmesg_init.txt dmesg_conn.txt
#comment get new part after disconnect
diff dmesg_conn.txt dmesg_disc.txt

Ignore diff output lines starting with "<"

New part after connect:

Spoiler:

So Kindle detected as USB Mass Storage device as sdb with
single partition sdb1

New part after disconnect.

Spoiler:

Ricky D'Angelo · 12-22-2019, 07:42 PM

Quote:

Originally Posted by j.p.s

The best approach in linux is to use the dmesg command, which may or may not require sudo in front. I just did the following with my K4NT and an older laptop running an older ubuntu:

Code:

#comment initial baseline dmesg output
dmesg > dmesg_init.txt
#comment connect kindle with USB then get next dmesg
dmesg > dmesg_conn.txt
#comment disconnect kindle from USB then get next dmesg
dmesg > dmesg_disc.txt
#comment get new part after connect
diff dmesg_init.txt dmesg_conn.txt
#comment get new part after disconnect
diff dmesg_conn.txt dmesg_disc.txt

Ignore diff output lines starting with "<"

New part after connect:

Spoiler:

So Kindle detected as USB Mass Storage device as sdb with
single partition sdb1

New part after disconnect.

Spoiler:

Funny how one thing leads to another. I ran the command and although nothing connected I heard the dinging sound. Although I already swapped different cables I decided to swap out one more cable and it connected. Turns out the previous cables were charging cables. I never paid attention to these cables before but upon closer inspection there is a difference between a charging cable and the connecting cable. So, I went ahead and wrapped a piece of white tape around the charging cable to tell it apart from the connecting cable. Visually, it is also easier to tell apart because the usb section of the charging only cable is "thicker" than the narrower connecting cable. In the pic below the charging cable is connected to the amazon charger next to the "skinny" connecting cable. Running the linux command gave the following data:

Spoiler:

Junket · 12-23-2019, 01:14 AM

Effective troubleshooting needs to be methodical. Assuming that an item works is a cardinal sin e.g. cables are a common failure point, so one should actually test the cable on another device and observe it to work before concluding that it is good.

Glad you figured it out.

12-20-2019, 05:10 PM	#1
inpri Junior Member Posts: 1 Karma: 10 Join Date: Dec 2019 Device: Kindle Paperwhite 2	Kindle Paperwhite not showing up on computer For a while, I haven't been able to connect my Kindle Paperwhite 2 to my computer. Or any computer. This is frustrating because I have files I want to read on it. I can't transfer these over wifi because they're too large. And I can't transfer with USB because it's not showing up. I've tried lots of things. Resetting my computer (which runs Windows 10) and Kindle multiple times, including a hard reset. I've changed selective suspend settings. I've uninstalled and reinstalled the USB controllers. I've tried lots of different cords. I've tried connecting my Kindle using those lots of different cords to different computers. Some of those cords were working with my Kindle just a month ago. No matter what I've done, it still won't show up in the files Any suggestions?

12-21-2019, 10:50 PM	#5
Junket Nil adsuetudine maius Posts: 278 Karma: 500000 Join Date: Nov 2019 Location: US Device: PW4	I'm not aware of Windows logging USB events by default. Certainly not in event viewer. You'd probably have to set a debug/verbose flag somewhere. However there are a lot of third-party utilities that will do so e.g. USB logview or Event Ghost. edit: An USB connect/disconnect log can be found using event viewer to parse the 'Microsoft/Windows/DriverFrameworks-UserMode/Operational' event log. Logging is not enabled by default, details here on how to enable logging. MS appears to recommend this utility: USB Hardware Verifier for more in depth troubleshooting. Last edited by Junket; 12-22-2019 at 10:59 AM.

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12-21-2019, 09:02 AM	#2
Ricky D'Angelo Fanatic Posts: 537 Karma: 2495066 Join Date: Feb 2013 Location: Latin America Device: Sony PRS-T1, PRS-T-2, PRS 350, PRS 950; Kobo Mini; Kindle PW3, Fire 10	I've had the same problem with my kindle fire not connecting and tried much of the steps you listed as well and nothing worked. I'm thinking about getting a can of compressed air to clean out the usb port in case some debris is in there but otherwise I'll just wait. Another idea I had is to update the firmware to see if that will also help with connectivity issues. As far as getting your files on you paperwhite I'm assuming you got most of those files are from the internet. You might try to use the experimental browser to download some of those files directly to your paperwhite.

12-21-2019, 02:54 PM	#3
Junket Nil adsuetudine maius Posts: 278 Karma: 500000 Join Date: Nov 2019 Location: US Device: PW4	Surely frustrating. Checking the cable & trying a different PC were the logical things to check first. If you have shell access - or want to jailbreak & install USB networking that may be a good way to transfer files over USB. If the USB connector on the Kindle is loose or damaged though you need to remedy that first.

12-21-2019, 05:51 PM	#4
j.p.s Grand Sorcerer Posts: 5,522 Karma: 100606001 Join Date: Apr 2011 Device: pb360	Since linux is allegedly a windows copycat and linux has logged USB connects and disconnects since forever, surely windows logs USB connects and disconnects and such logs would give a clue about what is happening (or not).

12-22-2019, 01:38 PM	#8
stumped Wizard Posts: 3,305 Karma: 10259306 Join Date: May 2016 Device: kobo forma, Kobo Libra, Huawei media Tab, fire HD10, PW3 HDX8.9,	well it doesn't seem to be anywhere in that log. it's looking like the usb port is faulty, either a damaged pin in the socket or a failed connect to the motherboard, but the pins needed for charging are OK. replacing that socket probably requires mucho soldering skills. if it were me, I'd call a amazon in the hope of being offered an attractive discount on a trade in for new or refurbished PW 3 or 4, and take that. The PW 3 was a significant improvement, screen-wise over the PW2 I dont see any mention of the time - honoured jiggle it about until it works trick, but thats more for loose connections that will still work only at certain angles squirt some switch cleaner into the socket if you have any but that's a real long shot ( or WD40 if desparate )

12-23-2019, 01:14 AM	#11
Junket Nil adsuetudine maius Posts: 278 Karma: 500000 Join Date: Nov 2019 Location: US Device: PW4	Effective troubleshooting needs to be methodical. Assuming that an item works is a cardinal sin e.g. cables are a common failure point, so one should actually test the cable on another device and observe it to work before concluding that it is good. Glad you figured it out.

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