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Hello and thank you for your question, I would be happy to help you today. About the only thing you can try is to do a hard reset and see if that makes a difference. Plug the Kindle in for at least 5 minutes and have it turned off. Now press and hold the power button for approximately one minute and release. If that doesn't seem to change anything, then the only thing left is to contact their customer support: 1-866-321-8851 International: 1-206-266-2992