Hi! My name is ***** ***** I will be assisting you. Let's get started!
If you have a leather case on your Kindle; Please remove it before performing the steps below.
Please press and hold down the power button for 25-30 seconds until the Kindle restarts
If that does not work, then please respond back and let me know so I can continue to troubleshoot.
I am not sure what you mean -- Did you try my steps?
Here they are again if you didn't see them..