I recently purchased a Kindle device (the current non Touch WiFi model) for an AP. I don't live locally but that doesn't get me off the hook for supporting it. Unfortunately, as my device is the Paperwhite, I am unable to compare with how my device behaves. I recently received this communique:
The Kindle will no longer boot up - if that is the correct term. All I get is a gray screen. If one holds the on button for a few sec it will momentarily go dark but nothing else happens
I suspect that the device has never really been turned off and on and is at this juncture just locked up. On my device there is a sleep mode that is the normal way to turn it on or off and when it does lock up it can be very difficult to get it unstuck. However I have never seen a mode that responds with a screen clear (I assume that in the "momentary go dark") but then does nothing.
What mode could this device be stuck in and how do you give in a hard-reset so that the firmware actually does a "cold boot"?