Hi and welcome to the site, I’m Louie. Sorry you had to wait awhile but I’ll do my best to help.
Initially, bear with us; re-confirm and post back with the complete model number of the E-Reader.
Please check the back if there are any numbers stenciled / printed. Also who is the manufacturer?
Appreciate all the additional information.
Have you tried inquiring from Amazon?
Sorry but my participation is strictly limited to technical, repair and/or installation issues.
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