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You need to talk to the Kindle support in order to get the solution for the issue you can try these guys Kindle Technical Support Registration 877 690 9305
You really need to talk to Kindle support. Log on to Amazon. Your Account, Click and go to Manage, click. On left of screen you'll see Kindle Support, Click on Help Home. This should show your devices and a quick fix list. If your device is NOT there you may need to see about getting it registered. Under Quick fixes click on contact and follow the directions there. I usually send an email and request a call back. They are pretty fast so don't be driving while you wait.
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