Hello, My name is ***** ***** I'll be assisting you. I'm sorry you're having problems.
The problem you're having is often due to the software in the Kindle locking up and it needing to be rebooted. To do this, simply press and hold the power button on the Kindle for 40 FULL seconds, then release and wait a full minute for it to reboot (do no press anything else within that minute). If this does not cure the issue, try that reset up to THREE TIMES and wait the full minute to see if it reboots.
Let me know if the Kindle is able to connect to the internet once those steps are done please.
Thank you. There's some stars if you scroll up the page that need to be clocked on otherwise I am not credited for helping you.