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Hello, My name is ***** ***** I'll be assisting you. I'm sorry you're having problems. I'm reviewing your details now and will reply shortly.
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.
Please try those steps and reply back on this page with the results.
If you need further assistance let me know. Before you go, PLEASE DO click at least a 3 STAR RATING, at the top of your screen (scroll up the page to get to the STARS).
Were you able to get the screen to reboot?
I'm sorry I'm unavailable by phone- the website sends that offer without my consent. Send a reply back on this page as to where you are stuck.
Do you need further help with this?