Hello,

I wanted to let you know that I've received a response from our technical team, and they suggested the following troubleshooting steps:

Supported Operating Systems are : Windows Vista/7/8/8.1, Mac OS 8 or higher, Linux versions released post 2011.

Basic TS : i. Ensure that the cable is not torn or cut in anyway. When plugging the kindle, plug the kindle directly to a USB hub on the PC. Do not use hubs and USB extenders. ii. Ensure that USB ports are enabled on the PC/MAC and customer is having administrator rights on the PC. iii. Always wake the kindle from sleep before plugging in. On some devices specifically(Tate/Jem and Otter2) ‘adb’ mode may need to be enabled in Settings. iv. Try with multiple USB cables also. Windows Vista/7/8/8.1 i. These TS are targeted only in cases where device shows up in Device Manager tab as a unrecognized device. ii. Ensure device has enough charger and is unlocked. Please follow the below steps.

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1. Please remove all other USB devices plugged in to the PC and shutdown both PC and Kindle.

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2. Switch on PC and let it boot up. Wait for atleast 10 minutes after PC is completed booting.

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3. In the start menu(Start Screen in case of Windows 8 and higher) type "devmgmt.msc"(Device management in case of windows 8). A program entry will be listed. Right click on it and select Run as administrator. (Provide username and password if required).

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4. Ensure that there are no entries that has an exclamation mark.

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5. Once the above four steps are done, turn on Kindle. Let it boot and after 5 minutes of the device turning on, plug the Kindle to a USB 2 interface(avoid USB 3.0).

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6. Now if you observe the device management tab a new entry should list and it will try to install a new driver and might fail if proper drivers are not found. In that case, right click on the new entry that came up and give update driver.

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7. Select Browse my computer.

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8. Select "Let me pick from a list of devices"

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9. In the next screen untick "Show compatible hardware"

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10. Now 2 lists will be shown with titles "Manufacturer" and "Model".

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11. In the manufacturer tab select "Standard MTP Device".

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12. Once selecting Standard MTP device in the Model Tab a listing "MTP USB Device" Should be shown. Select this and allow installation to complete.

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13. If for any reason you are not able to see these options, then please ensure that there are no software that came with a phone(android, symbian, iOS, Windows) is currently running on your computer and also the latest MTP drivers are installed from microsoft.

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14. If you are getting a error on windows, please take a screenshot of the error and send it to us. Also take screen shots of the Device manager tab and the different screens shown during driver installation and pass back. A code 43 error if received indicates hardware arbitration faults. This is mostly an issue with PC. Please reach out to a PC technician. Verify that device does not work with 2 or 3 PCs. If the device does not come under device manager then its most probably a hardware issue. Linux: Plugin the kindle and then ensure that Kindle is unlocked and awake. Type lsusb in terminal. If an entry is listed for lab126 that indicates the kindle is detected properly. To read the storage of kindle, please install any MTP utility available. Please follow instructions for the specific utility from the apps manual.

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