The screen tells me to swipe to log on but it doesn’t seem to unlock it. Why?

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Hi Elaine,

Thank you for waiting!

May I ask what happen when you try to swipe it?

Does it not respond at all like it is frozen?

Okay First step for us,

IF the Kindle is on a rubber or leather case Remove it.

Let me know once you got it off the case.

Hi Elaine,

Were you able to get it out?

Dear Elaine, It was a pleasure helping you with your Kindle issue today. Here is a summary of the resolution.
Issue identified :

Kindle not responding.

Solution Implemented :

Call customer 

Assisted in removing the Kindle protective case and tried unlocking the screen again

Assisted in reconnecting the Kindle back to Wifi

Issue resoved

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