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Ok can you please start by following this official guide. Unfortunately remote assistance will not be possible due manufacturer restrictions on the device: https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=201734110
If this doesn't work then you will need to arrange a repair.
Is there anything else that I can advise you on today?
I do not have access to your account but can confirm that you will not be charged for the remote session as I haven't connected.
Would you like any further assistance?
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