Hello, I’m Nathan, and I’ll be assisting you today. My livelihood depends on your positive feedback, so your satisfaction is my highest priority.
Sorry to hear you’re having trouble, Anne.
The kindle may have too old of a version to be able to update automatically, which means you have to update it manually by connecting to your computer iwht a usb cable and transferring the update files from the computer.
Can you go into the kindle menu under device/about, and tell me the model number and current software version?