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May I have the make and full model # of your device?
Also how long has this been going on? Did it work previously?
Please explain, the more you tell me, the quicker I can help;-)
Hi the model is probably correct but not really critical.
Where did you purchase this Kindle from, Amazon? Etc?
Please let me know and also how long ago so I can be sure whats wrong and the best procedure for you to follow to have this up and working again, it may be as simple as a restore but likely not in this case ;-(