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First we can soft-reset the Kindle tablet and see if it works or not. Press and hold down (or slide) the Power button for full 40 seconds and this will reset the Kindle. Does that bring the menu back ?
Please let me know if that didn't work, so we can continue troubleshooting
It sounds like your Kindle has updated and you are talking about new user interface. There are significant changes in new update.
Tap the Menu button i.e the 3 dots (or bars) at the top right of screen. Tap Settings. This will bring Settings.
In Settings, tap Device Options. Tap Personalize your Kindle. Tap Advanced Options. You will see Homescreen View option with a switch on right. Turn it off. Does it bring it back ?
That is strange. When you held down the Power button for 20 seconds, did your Kindle resart automatically ?
When you held down the Power button for 20 seconds, did your Kindle restart automatically ?
Connect the Kindle to your computer or power with the cable, then hold down the Power button for 20 seconds continuously. Your Kindle should restart and return back to home screen. Does it show menu now ?
Do you have access to a computer there ? Lets try applying a new update using your computer
Without the menu button being there, it is difficult to troubleshoot it. Also when you hold down the Power button for 20 seconds and release, it is supposed to restart automatically. I want you to try this again after connecting it to your computer (this time hold down the Power button for 1 full minute. When it is off, then hold down again for 1 minute)
Lets try to do the update. If it doesn't work, then I will pass this question to other experts in here.
On your computer, download the update for your Kindle from here --> https://s3.amazonaws.com/G7G_FirmwareUpdates_WebDownloads/update_kindle_18.104.22.168.bin
(This is the update file for 5th Gen Paperwhite)
When you click on the website above, a file will be downloaded. Now connect the Kindle to your computer with the USB cable. Open My Computer or This PC or Computer and you will see the Kindle drive along with C, D etc drives. Open Kindle drive and copy the downloaded file in here.
Once it is finished, disconnect it from your computer and restart your Kindle. Let me know results please
You must not open the downloaded file. Instead just copy it to your Kindle. Just click it and let it download. Once it is finished, go to your Downloads folder. Copy the file from there and paste it to Kindle drive.
If it still not downloading, can you try download it using another browser like Firefox or Chrome ?
Get Chrome from here --> https://www.google.com/chrome/browser/desktop/
Install Chrome. Open Chrome. Copy and paste the download link in CHrome and does it download in Chrome ?
If asked to open with Stuffit Explander or Free File viewer, cancel it. The file is designed for Kindle not for Windows
No, it is not a waste of money. Since I couldn't solve your problem, you can contact *****@******.*** for full refund or I will open this question to other experts in here. If they have any idea, they will get back to you. You don't have to stay online. You will be notified via email when another expert picked your question
I opened this question to other experts in here. If they have any idea, they will get back to you. You will be notified via email and you don't have to stay online until someone picks this up.
If no one get back to you, please write into***@******.*** and they will refund you. Sorry I couldn't solve your problem.
PS : Keep trying the reset (40 seconds method). This is the method that is supposed to work.