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Richard
Richard, Computer Support Specialist
Category: Computer
Satisfied Customers: 37610
Experience:  Over 15 years of consulting to the IT industry
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Why am I not getting advice. I have filled in my credit card

Resolved Question:

Why am I not getting advice. I have filled in my credit card details
Submitted: 2 years ago.
Category: Computer
Expert:  Richard replied 2 years ago.
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.
Can you tell me please what you would like advice on as I see no previous question from you?
Thank you
Expert:  Richard replied 2 years ago.
Thanks I got your question for the duplicate
"I am trying to read a trilogy (the Lewis trilogy) Book one was ok and it went on to book two ok but after say 25% it stuck and will not go forward although it will go back Can you help?"
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
Customer: replied 2 years ago.

no result. kindle is still stuck

Expert:  Richard replied 2 years ago.
When you held the power to off Robert, did it actually switch off?
If not, hold the power button to off for 60 seconds instead.
Let me know the results please
Richard and 3 other Computer Specialists are ready to help you
Customer: replied 2 years ago.

still no result

Expert:  Richard replied 2 years ago.
Can you tell me the model of the Kindle please Robert
Customer: replied 2 years ago.

As far as I can see there is no model number written on my kindle It is a fairly old one without lights or touch pad

Expert:  Richard replied 2 years ago.
Does it have a keyboard or none? Then I will know
And is it still operable except for this one book? Or it is completely stuck there?
Customer: replied 2 years ago.

my kindle does have akeyboard

Expert:  Richard replied 2 years ago.
Thanks, ***** ***** have done the reset procedure for this Robert.
it confirms the issue as the internal memory that has faulted.
I am really sorry about this and you are going to have to return the Kindle to have it replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.
I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.
And if you can take a second to rate my service, that would be greatly appreciated.
Thank you