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Hello there and welcome to Just Answer. My name is ***** ***** I will be assisting you today. I am an engineer with over 30 years of electrical and electronic training, repair and installation experience. I will try and answer your question accurately and precisely so that we can get you on your way.
I need to gather some more information from you in order to help. I need to know which firmware version you have now.
So do this please:
Let me know. Thanks.
What firmware version is it?
Ok, maybe I was unclear. We are trying to find the firmware version. To do that, go into Device Info as previously described and tell me what version is on the screen.
I understand. Ok, let's just assume that it needs updating.What you will need to do is download a file to your computer and then copy it over to the Kindle.To do this, I need to know which version of the Paperwhite you have there. Look on the back for a model number. It will be in very small characters and star with a 'D'.
Let me know.
Ok, then that's a second gen. Hold on please for instructions.
Ok, ON YOUR COMPUTER, not the Kindle, click HERE and download the update file. Save it to your computer.
Note: Do not drop the file into one of the folders within the Kindle drive.
Before you do this, go to UPDATE YOUR KINDLE on the Kindle itself and see if it will update over WiFi.
If update your Kindle is greyed out, you have the latest update for that particular Kindle. Usually, teh Kindle updates itself behind the scenes. You have the latest update.
PLease let me know if you need further help.