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Hello! Thank you for your question. I will be assisting you today.I'm sorry about the issue. Is there any error or message?Can you press & hold the power button on the new kindle for about 45 seconds, then turn it back on and try again?Are you able to sign in your Amazon account email address with your amazon account password XXXXX the website below? Do you remember your Amazon account password?http://www.amazon.com/manageyourkindle
Does it give any error or message?
Edit: It looks like you are away; please reply back when you are available to continue. Thank you very much.