Hello and thank you for using JustAnswer, my name is ***** ***** I will be helping you with your question today
As a first step, I would like to do a hard reset on your kindle. To do this, hold the power button for a full 45 seconds and release, then wait another 15 seconds and turn the Kindle back on.
When are available, let me know the results of doing this and we will troubleshoot the problem further. Thank you.