Notes

Customer ID:
Contact ID:
Kindle DSN (Device Serial Number):
Wi-Fi Mac Address (Found on Kindle Unit Details page in CSC):
State or country customer is located in:
Is Wi-Fi on (Y / N)?:
Device Date/Time (Kindle / Tablet / Device Time ):
Is browsing using the Silk Browser successful (Y / N)?:
Type of Network (Home, Hotspot, Business):
Internet Service Provider (If the customer does not know, please write N/A):
Does desired network show in the available Wi-Fi network list (Y / N)?:
Router Model (If their ISP issued the router, the customer may need to contact their ISP for specific model information):
Radio Mode or Speed of Access Point (a, b, g, n, b/g, b/g/n, automatic, other):
Access Point Channel (1 - 11, automatic):
Is the Kindle Mac address being filtered by router's security settings (Y / N)?:
Does the key/password entered match the key/password displayed in the router settings (Y / N)?:
Does the Kindle exceed the limit of active devices that can be connected to the router simultaneously (Y / N)?:
Does Wi-Fi access require login through a browser (Y / N)?:
Did you restart router and modem (Y / N)?:
Has the Kindle ever connected to Wi-Fi (Y / N)?
Can other devices connect to the internet through Wi-Fi (Y / N)?
SSID (Network Name) (EXACT name including capitals and spaces):
Is the Wi-Fi network protected by WEP or WPA? (Choose one):
Password Length:
Does password contain special characters (Y / N)?
If Yes, list the special characters used:
Inform Customer we'll pull logs [Required] (Y / N)?
Walk the customer through pulling logs [ Kindle / Wi-Fi / Pulling Logs Manually ] (Y / N):
Battery Indicator Level (100, 75, 50, 25, Less than 25):
Was the customer's Kindle Fire restarted (Y / N)?
Kindle Fire Software Version (include version string):
Was the customer experiencing this issue prior to a software update (Y / N / N/A)?
Error Message(s):