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My kindle is stuck in a page I'm reading with the power box…

My kindle is stuck...

My kindle is stuck in a page I'm reading with the power box asking me to select either a cancel;, restart. or screen off action. No matter what I choose nothing moves--I can't even turn it off

Technician's Assistant: What's the make/model of your device? How old is it?

I got it from Amazon about a week ago. I only see the name Kindle and don't see any model number on it

Technician's Assistant: How long has this been going on? What troubleshooting have you tried?

It just happened about an hour ago--I didn't know what else to try

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Answered in 5 minutes by:
9/21/2017
Richard
Richard, Customer Service
Category: E-Readers
Satisfied Customers: 47,275
Experience: Avid repairer and trouble shooter of E-Readers
Verified

Thank you for your question, my name is ***** ***** I look forward to assisting you.

Please note, click on Reply to Expert to reply to me, a rating is only needed when we are finished.

This is usually an issue with the Firmware, so I would first like you to do this please.

Remove the charger from the Kindle and hold the power button to off for 35 seconds.

Release, then connect the charger and try to turn on the Kindle.

Let me know the results please

Thank you

Richard
Richard, Customer Service
Category: E-Readers
Satisfied Customers: 47,275
Experience: Avid repairer and trouble shooter of E-Readers
Verified
Richard and 87 other E-Readers Specialists are ready to help you
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Customer reply replied 10 months ago
The power ligfht turned on
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