Good morning! My name is***** am a computer professional with over 15 years of experience with both Mac and Windows computers, phones, tablets, and printers. It would be my pleasure to assist you with this. Can you tell me please the exact model of your Kindle? If you're not sure, please look for a serial number. You should find it you click on Settings and go to Device Info. Find your specific generation or type based on the first four characters. The Serial Number is also shown on the Manage Your Kindle page of your Amazon account (in the Manage Your Devices section).