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This is usually an issue with the Firmware, so I would first like you to do this please.
Remove the charger from the Kindle and hold the power button to off for 35 seconds.
Release, then connect the charger and try to turn on the Kindle and use it.
Let me know the results please
Do you have a screen lock on the Kindle?
So you start the Kindle and it goes straight to a window? what do you see on this window?
ok, we need to do the reset, so enter the password incorrectly until your offered the option to reset the Kindle.
Choose this and you set it up as new like when you first received it.
It will then function normally again.
Let me know how you go please
You need to choose to reset the Kindle, It is an option there.
Do you wish for me to call you and step you through this?
you have to reset it, but once your register it your books are returned.
But you have to do the reset, you cannot avoid this
Do not call them and pay, it will not unlock the Kindle, it is a scam. Your books will be returned when you setup the Kindle again, you wont lose them.