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Please reset the kindle by holding down the on/off switch for 40 seconds (use a watch to time) ignore any messages the kindle may display, then release your finger the kindle should reboot and re-load the operating system, you may have to do this both on and off the charger and upto 4 times before it resets.
We find software corruption can cause issues like this resetting clears this
Let me know if you need more help
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So you carried out the task above exactly as described no reboot of the kindle?
In that case please put it back on the charger for 30 mins and try the procedure again
How is this working out please?