I have a longstanding Audible monthly subscription. I browse , select and purchase my A...

GetHuman5312712's Service problem issue with Audible.com from September 2020

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The issue in GetHuman5312712's own words
I have a longstanding Audible monthly subscription. I browse , select and purchase my Audible books using my desktop computer. I listen to them on my Amazon FIRE device. The purchased books appear in “My Library” on the desktop and when I download them (via the Audible downloader and iTunes) they also automatically appear in the “All” pane of the Audible app on the FIRE. When I tap on the required cover icon the book downloads and can be found and listened to in the “Downloaded” pane. When I have finished listening to the book I hold down the required icon in the downloaded pane until the trashcan icon appears at the top. I tap on this icon and the book is removed from the downloaded page.*All this has worked perfectly for a couple of years until the latest Android update – Fire OS *.*.*.* on **th September. Since then the whole list of all purchased books appears in both the “all” and “downloaded” panes. Holding an icon down in the “downloaded” pane still brings up the trashcan icon but tapping on it has no effect. Those books that had been downloaded before **th September, and not removed from the “downloaded” page with the trashcan, have a tick on the icon in the “all” page and can be listened to immediately. The others which had been listened to previously will start to download if tapped on. However, the one purchased and downloaded after the update appears only in the “all” pane labelled “NEW” and tapping on it brings up the message “Unable to play - an error occurred. Internal player error.” Tapping on “OK” brings up a blank page and no sound.*If I look on the “manage all applications” page of SETTINGS I cannot find any way to update or delete and reinstall the Audible app.*I have tried the live chat but got no connection. I tried the phoneline and got a callback but after I had explained the problem the operator went away to consult and eventually the connection was broken or timed out before she returned. Please advise on what to try.

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Audible.com

Service problem issue
Reported by GetHuman5312712
Sep 29th, 2020 - 2 years ago
Not resolved
Seen by 8 customers so far
Similar issue to 301 others
0 customers following this

Timeline

GetHuman5312712 started working on this issue
Sep 29th, 2020 3:20pm