A website about the adventures and thoughts of Richard Cook
Amazon Kindle app on OS X is a hopeless mess, as is user support
I recently started having a mysterious problem with my Kindle app on Mac OS X. It will not log me in.
The first thing that happens is this. I have nothing in my library. This is because my Kindle.app is disconnected from Amazon.
Very reasonable to expect that I next need to log in:
I type in my username and password and get another prompt to log in, but this time with a CAPTCHA added. Why am I being asked to log in again? If a captcha is necessary, why not ask me in the first dialog? I’m already annoyed. Stupid but hey, not unbearable yet.
After passing the captcha test, the weirdness begins. Kindle decides I need to be sent a 6 digit code by email and then enter it. Seems reasonable, well, except that it’s totally annoying. However, what happens is I am transferred to my browser, Chrome, to enter the code. Kindle.app goes into the background and Chrome comes up in front with the following “Verifying it’s you” demand.
I’m sent an email with the code:
OK, so I go back and enter it into Chrome and I get this dialog saying my session has timed out. I know what’s happening. Technically speaking, Kindle.app holds the session ID and Chrome does not. So amazon assumes my session has timed out. Again, why is Chrome involved at all?
OK so anyhow I enter my sign in information and I’m admitted to amazon.com where I can go shopping… except of course that’s not what I want to do.
I want to use my Kindle.app! So I bring it to the front. It is waiting patiently for sign in:
If I do sign in however, the loop repeats. I’m asked for a captcha, then sent to Chrome for a 6 digit code, then timed out, then logged in, then asked for a login on Kindle….
So I call amazon support. I have spoken to them numerous times and they just don’t understand their own software. On June 30, I chatted with them for 40 excruciating minutes. For some reason amazon teaches their technicians to constantly apologize and that is sooo annoying.
Initial Question: I cannot register my kindle reader on my mac
06:58 PM PDTRyley Rose(Amazon): Hello Wealthychef, my name is Ryley Rose. Thank you for being a Prime member! We really appreciate it.
I’m sorry to hear you aren’t able to register your Kindle Application for Mac. I’d be happy to check and do my best to help you. 06:59 PM PDTwealthychef: OK. 07:00 PM PDTRyley Rose: May I ask, have you already tried to use the Amazon verification code sent to your email? 07:00 PM PDTwealthychef: yes yes 07:01 PM PDTwealthychef: What happens is I get a dialog asking to sign in with username and password.
After completing that, I get another dialog asking for username, password, and a captcha. That’s already annoying. Why not just use the captcha right away?
Anyhow, after completing that, it opens my browser and asks for a 6 digit code sent to my email. I enter that and my browser takes me to my amazon.com account but the kindle app does not allow me to synchronize and continues to think I’m not registered.
07:01 PM PDTRyley Rose: I’m sorry to hear that the Amazon verification code didn’t worked. 07:01 PM PDTwealthychef: The problem seems to be that that 6 digit code is being asked for in my browser, not the kindle app I’m sorry you’re sorry 07:02 PM PDTRyley Rose: I see. I appreciate the information, Wealthychef. Thank you. Have you already tried to uninstall and reinstall the Kindle for Mac application, still same issue persist? 07:02 PM PDTwealthychef: yes 07:03 PM PDTRyley Rose: I’m sorry for that. Checking on it now. 07:06 PM PDTwealthychef: ok 07:06 PM PDTRyley Rose: Thank you for waiting on me. Upon checking here, I need to transfer you to the higher level which is our Kindle Tech Specialist trained to give an appropriate action. No worries, you don’t have to repeat your concern. Please stay on the line while I transfer you. 07:07 PM PDTRicha(Amazon): Hello, my name is Richa. Please give me a moment to review the previous correspondence. 07:07 PM PDTwealthychef: roger that 07:12 PM PDTRicha: Thank you for waiting. 07:13 PM PDTRicha: Lets go ahead and first disable two step verification. https://www.amazon.com/gp/help/customer/display.html?nodeId=201962430 07:13 PM PDTwealthychef: good idea! 07:13 PM PDTRicha: Please click on this link to disable the verification. 07:14 PM PDTwealthychef: I don’t see a way to disable it. It took me to Advanced Security Settings but there is no “disable” 07:15 PM PDTwealthychef: Just a button that says “Get Started” 07:15 PM PDTRicha: Alright. 07:16 PM PDTRicha: Please go ahead and first uninstall the kindle app from your mac. 07:16 PM PDTwealthychef: I’ve already done that… but I guess I can do again Hmm, actually I just installed again, not uninstalled. Let’s see what happens. I will just delete the app. Is that what you mean? 07:17 PM PDTwealthychef: Or is there a special uninstaller? 07:17 PM PDTRicha: To download Kindle for Mac, go to:https://www.amazon.com/gp/digital/fiona/kcp-landing-pageHave you trashed the app ? 07:17 PM PDTwealthychef: Yes 07:18 PM PDTRicha: Please use above link to install app. 07:19 PM PDTwealthychef: ok it’s installed 07:20 PM PDTwealthychef: should I try to use it? 07:20 PM PDTRicha: Yes. 07:21 PM PDTwealthychef: Same thing. It says “For your security, we need to verify your identity. We’ve sent a code to the email firstname.lastname@example.org. Please enter it below.” Then when I enter it it says “There was a problem
Your session has timed out. For security reasons, please sign in again.” Presumably because it’s asking on Chrome and the app is not involved. 07:22 PM PDTRicha: You received code at 7:20. Did you used it? 07:22 PM PDTwealthychef: Yes I used the code 07:23 PM PDTRicha: Have you enable firewall to restrict downloads ? 07:23 PM PDTwealthychef: No 07:24 PM PDTwealthychef: There is no firewall that I know of. 07:24 PM PDTRicha: Alright. Is Mac running OS X 10.9.5 or higher? 07:24 PM PDTwealthychef: Yes 10.12.6 07:25 PM PDTwealthychef: It worked a few days ago in America, although it is constantly asking me for my password, which is incredibly annoying. It gets unregistered all the time I’ve used it in Thailand and Korea successfully. 07:26 PM PDTwealthychef: I have tried going through a VPN just in case Amazon hates Japan As I have said multiple times, the kindle app does not ask me for the code. It opens Chrome for that. I think that’s the problem. 07:27 PM PDTwealthychef: I enter my 6 digit code into Chrome, not the Kindle app. So the kindle app does not get the code. Don’t know how to say it any clearer 07:27 PM PDTRicha: Please check if web debugging proxies are enable for safari. 07:27 PM PDTwealthychef: I’m not using Safari 07:27 PM PDTRicha: Alright. Please check for chrome them. *the *then 07:28 PM PDTwealthychef: I don’t know what that is. 07:29 PM PDTwealthychef: What is a web debugging proxy? There is no Chrome setting for that that I can see. Why is Chrome involved at all? 07:30 PM PDTRicha: May I know if date and time is correct according to the location? 07:30 PM PDTwealthychef: As far as I know it is. 07:32 PM PDTRicha: The following instructions will show you how to disable the proxy settings for Wi-Fi on your Mac computer. Click the Apple icon then select the System Preferences… option.
From the left pane, select the network service you wish to disable the proxy settings on, then click the Advanced… button. 07:33 PM PDTwealthychef: There are no proxies enabled for my wifi connection 07:34 PM PDTRicha: Please check for chrome as well. 1. Open Chrome and click the wrench icon in the screen’s upper left corner.2. Click “Settings” to open your Settings page.
3. Click “Show advanced settings” and click “Change proxy
07:34 PM PDTwealthychef: My iPhone is using the same wifi router and the iphone kindle reader works fine 07:34 PM PDTRicha: settings” to open the Windows Internet Properties dialog box.4. Click “Settings” to open your connection’s settings.
5. Click the check box labeled “Use a proxy server for this connection” to clear it.
6. Click “OK” in both open dialog boxes to close them.
07:35 PM PDTwealthychef: I do not use Windows. There is no proxy enabled. I found the proxy setting in Chrome and it just uses what the system uses, which is nothing. 07:37 PM PDTwealthychef: I tried using Safari as my default browser and get the same problem. Why is kindle asking for this code? It never did this before. 07:38 PM PDTRicha: As we have tried troubleshooting to resolve it, in this case, I will go ahead and forward it to our technical team to check for the problem, you will receive email for resolution from our team with in 24 hours Here is a ticket ID: 0117323517 07:38 PM PDTwealthychef: OK
Crickets. OK, so July 3, I check back. More apologies for my inconvenience and the trouble I’m having. Apparently they are waiting for me to provide more information, only I never was asked for any information.
I’m really sorry to hear that you’ve received any information from us. I can certainly help you with this.
I’ll surely forward your message to the appropriate team. We have a dedicated team working relentlessly to implement the feedback we receive.
I’ve immediately checked the ticket and see that our technical team requested some information to resolve your issue so please contact us via phone or chat so that we can gather the required information and help you to resolve this issue immediately.
Please be informed that troubleshooting steps can only be handled via phone or chat since we’re unable to gather information via email.
I’m really sorry if this additional step might cause you any inconvenience. I hope you’ll understand that this will help us in assisting you more precisely.
While contacting us via phone or chat, we can check and help you to provide the updated ticket information and assist you with real-time assistance.
For your convenience, we are available 24 hours a day, 7 days a week. Simply drop your number in the link given below, and we will call you right back.
Once you visited that Contact Us page, click on the “Chat” option.
For Phone: When you visit our website and select Contact Us, click on the “Phone” tab, enter your number, and we’ll call you right back. Contacting us through the website allows you to verify security before a call is placed and ensures we have your account information ready when we call you.
Thanks for your patience and understanding. We hope you can contact us soon so we can help solve this problem quickly.
We’d appreciate your feedback. Please use the buttons below to vote about your experience today.
Out of politeness, I do not vote about my experience. Each time I send them an email, they send me two back, one to say thanks for emailing, and another to tell me it would be better if I call them. So I chat with them and finally make them understand that i have not received any correspondence asking for additional information. That chat takes 30 minutes of my time.
Initial Question: I was told to contact you to chat regarding my problems with my kindle reader software on my mac. Hopefully you have my history
03:22 AM PDTAswathy(Amazon): Hello, my name is Aswathy. I’m here to help you today. No worries, please let me check this for you. 03:23 AM PDTAswathy: Thanks for waiting. Just to confirm, are you referring to “wealthychef’s Kindle”? 03:24 AM PDTwealthychef: I’m referring to the kindle app on my Mac. I don’t know what nickname it is but it probably has the work “Mac” in it 03:24 AM PDTAswathy: I’m sorry for the misunderstanding caused. 03:25 AM PDTAswathy: I see no Kindle for Mac app is registered in your account. 03:26 AM PDTAswathy: I see you’ve already deregistered Kindle for Mac from your account. Are you now chatting from your Mac? 03:26 AM PDTwealthychef: I was trying to get it to work. Nothing helps Yes I’m on my mac now. 03:26 AM PDTAswathy: Okay. 03:27 AM PDTAswathy: No worries, I’ll surely help you in this. 03:27 AM PDTwealthychef: I was told your technical team needed more information from me in order to help. I’ve already gone around with one person on a lengthy chat. Let’s not do that again. 03:27 AM PDTAswathy: Do you have the Kindle app on your Mac? 03:27 AM PDTwealthychef: I was told by email “‘ve immediately checked the ticket and see that our technical team requested some information to resolve your issue so please contact us via phone or chat so that we can gather the required information and help you to resolve this issue immediately.”
03:28 AM PDTwealthychef: Yes I have the kindle app on my mac. 03:28 AM PDTAswathy: Please uninstall the Kindle app and let me know. 03:28 AM PDTwealthychef: I have already done all that. Do you have the history for my case? I don’t want to start over. 03:29 AM PDTwealthychef: I’ve been waiting for a followup and it has not come. Do you understand? I’ve already spoken at length to someone about this. 03:29 AM PDTAswathy: Yes, I do understand. 03:30 AM PDTwealthychef: Do you know who requested some information to resolve my issue? 03:30 AM PDTAswathy: I see a ticket has been created to resolve your issue. 03:30 AM PDTwealthychef: What information do they need? 03:30 AM PDTAswathy: Please allow me a moment. 03:31 AM PDTAswathy: Thanks for waiting. Let me connect you to a member of our Kindle specialist team. It will only take a moment.
03:32 AM PDTJahnavi(Amazon): Hello, my name is Jahnavi. Please give me a moment to review the previous correspondence. 03:33 AM PDTwealthychef: ok 03:36 AM PDTJahnavi: Thanks for staying connected I checked and found that your concern was escalated to the technical team of engineers and they had requested you for manual logs May I know if you had sent them please? 03:36 AM PDTwealthychef: I have not received any communications 03:37 AM PDTwealthychef: What form was this request? By email? 03:37 AM PDTJahnavi: I’m sorry to hear that. The team was waiting for the logs so that they could help with a fix , I can help you with the steps 03:38 AM PDTwealthychef: How was this request made? By email? 03:38 AM PDTJahnavi: It was made on the escalation request that the previous agent created 03:38 AM PDTwealthychef: I don’t understand what that means. 03:38 AM PDTJahnavi: However, I see that you were not informed about it 03:39 AM PDTwealthychef: I just received an email requesting logs 03:39 AM PDTJahnavi: I understand that you have not received any information regarding the logs I’ve sent the logs to you as directed by the technical team of engineers Please follow the steps to pull the logs 03:40 AM PDTwealthychef: I will send the logs and noted the advice to use cloud reader; i hadn’t htought of that 03:40 AM PDTJahnavi: and then please attach the log files on your Kindle for PC 03:40 AM PDTwealthychef: I will do so. 03:40 AM PDTJahnavi: Sure 03:40 AM PDTwealthychef: OK anything more? 03:41 AM PDTJahnavi: You can meanwhile access the cloud reader to access the books https://read.amazon.com 03:41 AM PDTwealthychef: I will try that. 03:41 AM PDTJahnavi: I would just need the logs from you, Once I get it, I will update the ticket 03:42 AM PDTJahnavi: I would need to upload them to the concerned team so that they can analyze and find out the root cause of the issue and help with a fix Sure please do 03:43 AM PDTwealthychef: I just sent you the logs 03:43 AM PDTJahnavi: Thankyou 03:43 AM PDTwealthychef: Please confirm that you have them 03:43 AM PDTJahnavi: Sure I’m checking 03:44 AM PDTJahnavi: may I know if you had sent it from your registered email address? I have not yet received the logs , I’ll give it a minute 03:44 AM PDTwealthychef: Yes. From email@example.com 03:45 AM PDTwealthychef: They are small 03:45 AM PDTJahnavi: I’ve just received the files, thankyou 03:45 AM PDTwealthychef: OK good 03:46 AM PDTJahnavi: I’ll right away upload them to the ticket and assign myself to this and once I get an update from the concerned team , I’ll write back to you via email 03:46 AM PDTwealthychef: So when will I be receiving further communication from you? It would be nice if this could be resolved in a timely fashion 03:47 AM PDTJahnavi: I’ve requested them to resolve it asap as I already explained the cause of delay, please be assured, this issue would be resolved on very high priority 03:47 AM PDTwealthychef: So tomorrow? This week? 03:47 AM PDTJahnavi: Give me 24 hours, I’ll keep you in loop 03:48 AM PDTwealthychef: OK. Thank you 03:48 AM PDTJahnavi: It should be resolved within 1-2 business days or perhaps much earlier but I’ll keep you in loop once I get any sort of update from them You are most welcome. It was my pleasure to assist you. Would there be anything else I can do for you today? 03:49 AM PDTwealthychef: That would be nice. Yes, I have a question about the cloud reader. How do I adjust the font size? 03:49 AM PDTJahnavi: please give me a moment while I help you with this 03:49 AM PDTwealthychef: Never mind I found it 03:50 AM PDTJahnavi: I’m glad to hear that, I was just opening it to walk you through the steps 03:50 AM PDTwealthychef: OK, I think we’re good for now. Thank you 03:51 AM PDTJahnavi: Thank you so much for choosing Amazon!
Have a great day ahead! 🙂 03:51 AM PDTwealthychef: You too, thank you. It’s night here, so I’m going to have dinner and enjoy Kyoto Good night 03:51 AM PDTJahnavi: Good night 🙂
It results in the following email, which apologizes for my trouble. I feel so warm inside knowing they are concerned about my trouble.
Message From Customer Service
I’m sorry for the trouble you’ve experienced while registering the Kindle for MAC app. We’ll have to research the registration issue further before finding the solution. In order to troubleshoot your issue, please send us the log files on your Kindle for Mac application. You can send us the log files by doing the following
1. Close the Kindle for Mac application.
2. From the menu bar at the top of the screen, click Go and then Computer.
3. Open the Macintosh hard drive.
4. Select Users and open the current user’s name (the icon is a house).
5. Follow the folder path: Library > Application Support > Kindle > Cache > Logs
If the Library folder does not appear in step 5, follow these steps:
OK, now I know how to send the logs. I do so.
Message From Customer Service
Thanks for providing us the log files of your device.
As per your instructions we have forwarded these files to my fellow representative so that he can do the required troubleshooting with the help of these log flies and will write back to you when this issue is resolved. In this case I request you to wait for 1 – 2 days as within this period this issue will be resolved.
I understand that waiting for additional days can be frustrating but I hope you will give my fellow representative the time to fix this issue. Your patience is really appreciated in this case.
If you have any other query then feel free to write back to us by clicking on the link below:
Five days later, on July 8, I receive the following idiotic reply:
Message From Customer Service
I wanted to let you know that I’ve received a response from our technical team, and they have requested you to please check if you are able to load other amazon websites like amazon.com , read.amazon.com or kindle.amazon.com on same device. Check for the network proxy settings on device.
Obviously they don’t understand my problem. So I send them a MOVIE to show them what’s up.
You can see I’m getting a bit testy after a week of the runaround. Trying to be patient and polite, as there is no point in being a jerk. I call and speak to a specialist, who starts asking me the basics of my problem. I talk to a manager. The call goes on at least 40 minutes, with a good chunk of it being me just flabbergasted that they don’t understand my question yet. Finally she understands what I’m talking about. I get this followup from her:
Message From Customer Service
I need to look into the problem with kindle app for mac, i also file a ticket, and it’ll take a bit more time than usual.
I just wanted to let you know I’ll write back in 1-2 business days with more information.
On July 10, two days later, I get this message:
Message From Customer Service
I’m Jahnavi from Kindle Specialist team
I’m personally following up with your issue which has been escalated to our technical team of engineers.
They’re working on taking care of it. However, In order to investigate with our concerned team regarding this issue, I humbly request you to please extend your patience for this issue to be resolved. usually when we escalate the issue, the issue is worked on and fixed within 1-2 working days or perhaps much before. If possible, please do send us the screenshots of the error message to us.
Remember that I have already sent them a movie showing the problem in detail. Sigh. I send it again. I ask did you get it?
Message From Customer Service
I’ve previewed your previous correspondence and found there is a follow up created for the issue. I’m sorry for the inconvenience which you’ve experienced.
We have received your attachment and I’ll update it in your followup case so that they will resolve the issue at the earliest.
So that’s where I’m at right now. Any bets on whether they ever fix this? As a programmer myself, if I had the source code I think I could fix this pretty quickly. The holdup here is amazon’s ridiculous support system. It’s just horrible…
Note: This morning, I sent them an email with a link to this post.
I got this reply:
Thank you for writing to us. It would be easier to help you over the phone or via chat.
You can reach Kindle Customer Support via phone or chat by clicking one of the links below: