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Hi and welcome to JustAnswer, I’m Louie. Sorry you had to wait awhile but I’ll do my best to help.Initially, have you considered / tried performing a software update of the Kindle? ...manually with the use of a computer?
Can we give this a try?
Please click HERE.Scroll down to "Transfer & Install the Latest Software Update Manually". Play the video tutorial.Scroll a bit further down. Select your Kindle's model/version and then click on the "...Kindle...Software Updates..." for your model/version.A new page would open with instructions on how to manually download and install the latest software update available for your Kindle.Thereafter, it may require several re-booting/restarting.This would serve as both an attempt of a fix and as a test.Please post back results / observations of the above once tried.