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This usually happens if the firmware is glitched. In some cases issues with the internal motherboard or battery can also cause this. First we can can soft-reset the Kindle and see if it works or not. Press and hold down (or slide) the Power button for 20 seconds and this will reset the Kindle. Then check if you are able to turn it on.
If that didn't work, then connect it to your computer with the USB cable and reset it.
Please let me know if that didn't work, so we can continue troubleshooting.
Remember, this is not my final answer. If my solutions didn't work please don't rate me bad or poor. Instead please reply back to me and I will continue to help you until we fix the problem or you are satisfied.
Hello Greta. What happens when you open home page ?
Greta. Which exact model of Kindle is this ? What really happens when you unlock it ?
Lets reset it one more time. Disconnect it from charger. Press and hold down (or slide) the Power button for 30 seconds continuously and this will reset the Kindle. Now turn it on (if it is off) and are you able to go to home page ?
If not, do you get any sounds when you touch the screen ?
Also can you identify your Kindle from here --> http://www.oberondesign.com/pages/identify-your-kindle-model
No problem. You don't have to call. I will help you here without any additional payment.
Do you get any sounds when you touch the screen ?
You can leave it connected so it will charge while we troubleshoot it.
Greta, I believe this is an hardware issue rather a software one. Since it is not going to home screen, we can't troubleshoot further. You will have to send it to Amazon. Amazon usually don't repair the screen. They usually replace the Kindle with a new one (if it is under warranty) or will replace it with a refurbished one for a reduced cost if it is out of warranty (cost less than a price of new Kindle). To setup replacement, you have to contact Amazon. Here is the number --> +1(###) ###-####/strong> or this number 1800 3000 9009
You can also contact them from here --> https://www.amazon.com/gp/help/contact-us/general-questions.html?skip=true#b
You have to send it to Amazon. Call Amazon and they will arrange the shipping and send you necessary details.
Good news is that everything is stored on your Amazon account in cloud. When you get a new Kindle, all you have to do is register it with the same Amazon account you used on your old Kindle and everything you purchased can be redownloaded without paying again. Not only that, you can download all yours books to your computer or other devices like phone, tablet etc
Do you have any other devices like computer, phone etc ? If so, I will help you to download Kindle application and download your books to that device.
Before setting up replacement lets try one more thing. Can you identify your Kindle from this website and let me know what model you are using --> http://www.oberondesign.com/pages/identify-your-kindle-model
The step I was going to suggest was about removing the battery to reset its components. But your model has non-removable battery, that is the battery can't be removed without taking it apart. I'm sorry, it sounds like your Kindle is faulty. We've tried the reset method and we can't troubleshoot further without accessing the home space.
You will have to call Amazon and setup replacement. Would you like me to setup Kindle on your computer or other devices ? So you can continue to read your books on those devices.
You're most welcome Greta. I'm sorry I couldn't give you a better answer. I wish I could.
You can download Kindle to your PC from here --> https://www.amazon.in/gp/digital/fiona/kcp-landing-page?ie=UTF8&ref_=kcp_pc_mkt_lnd
I'd also suggest to keep trying to reset the Kindle one or twice in a day by holding down the Power button for 20-40 seconds while connected to power. If it reset successfully it will back to functional again. Resetting is your only option since you can't access the home screen or menu.
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