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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, let's try check and review the basics; ...have you considered / tried performing a software update of the Kindle? ...manually with the use of a computer?
Thank you for your kind understanding of automated-systems / machine-generated followups, ads & offers.
even if just for test purposes
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.
But was the upgrade successful?
Have you tried / can you please try (whichever is applicable):
Is the Kindle able to go online? ...connected to the Internet?
Then it would appear that it is not a Kindle issue but settings of "Manage Your Household" of your wife's account.
Has she reviewed/re-checked this?