I wonder if there's someone out there, who has encountered the same problem.
I installed today the new Amazon update and afterwards everything I had on my paperwhite (ebooks, docs, collections) have vanished.
They are still there, I can see them in the documents folder when I attach the Paperwhite to my computer with usb cable, but they don't appear when I open the kindle.
No contents show, not even the English dictionary which comes automatically with a new Kindle.
Customer service suggested just another try to update, which delivered the same result.
Any idea? Anyone?
The ebooks are still in the cloud, but if I download them again, they would be twice on the device (once hidden and hopefully once appearing normally).
But I haven't tried that one yet, don't know if it would even work.
Help would be appreciated.
First of all do the 30 second reset by holding down the on/off betton for 30 seconds, this cures many problems.
If this does not help if you switch your Kindle to "all" can you see all your books as you should see everything in the cloud from there.
If you switch to downloaded or on device and do not see any books you will need to download them, you will not get them twice, if you can see them in "all" you can download from your Kindle.
The last thing to try is to go into your account and "content and devices" then devices to see if you can see your Kindle in case it has become "detached" from your Kindle and you may have to deregister / register it again.
I am wondering just what you have done and what you THINK you have done.
Hey, it's all a bit confusing sometimes.
I think that after a major update you need to register to your Amazon account sometimes. Did you? Did you actually register to your Amazon account or one that was kinda like it apart from one letter?
I'd suggest de-registering your kindle from your account (using the Amazon web page Manage Your Content & Devices tab or the Restore Factory Defaults on the paperweight) and then registering it again real slow to your correct Amazon account.
Just thought - if you use the Amazon web page Manage Your Content & Devices tab and can't see your kindle then that kinda confirms you have registered it to some other account.
thank you for your fast reply. It really is appreciated.
30 second reset didn't deliver any new results.
No, I can't see my books in the cloud either. (I mean nothing appears under "All" on Kindle)
When I check under "my contents and devices", Kindle is still there and when I click under the contents for the device, everything which was on it still is there.
It simply doesn't show on the paperwhite.
I feel that it is quite unacceptable if a “factory default reset” is required on ANY device simply because it had gone through an auto update. It is very inconvenient and confusing for customers. Not least for wasting their time...........:(
I had a replacement Kindle Paperwhite on 22 November - downloading existing and new content fine but then I updated the software on Thursday. My problem is that I can still download existing content but cannot download new purchases. Have re-started, re-synch'd and nothing. Contacted Amazon who suggested a factory reset on a device I'd had for 2 days
Update as at 27 November - tried again but books not appearing but managed to get a few via wifi/All/Books ... but not the one I've just purchased.
I have had an ungodly amount of trouble since 5.9.2 with two paperwhites. Nothing has worked, to the point that Amazon sent me a replacement, which appears to work, but then is on 184.108.40.206.
A selection of the lowlights:
1. All of my collections report lower number of books than is actually the case. Hundreds in some cases.
2. Books delivered from website do not arrive on the PW
3. Searching on the PW for books I have bought shows that they are not in my library. When I go to the store, on the PW, it indicates I have the book and shows a "Go to library" link. Pressing this does indeed send me to library, but not to the book.
Lost the will to live a bit during multiple calls to Amazon, who's techincal specialists are still asking me if my wifi connection is ok, after the umpteenth time of calling.
My advice, having lost confidence in the kindle platform - download your books to a non-kindle device such as a pc and manage with calibre.
I have the same problem as the OP with the 3rd generation Paperwhite, the 1st generation Oasis and the 2nd generation Oasis. None of the devices now show any books purchased during 2010, 2011 and 2012 although they're all listed in Manage Your Content and Devices. Most, but not all, can be sent from MYCD to any of the three devices but they don't behave as Amazon purchases. For instance, if I try to add one to a Collection the device tells me that the book was added directly from a computer. If I delete the book from the device it's no longer listed in the "All" tab and can only be sent from MYCD again.
Customer Service has escalated the problem but I've heard nothing since 14th December. I think it has to be a bug in the software and it may be that I changed my Amazon password at the cut-off date. Luckily, I have lots of unread books that can be fully accessed.