You can use the "Identify Your Device" link at the top of this page to find out exactly which device you have. I had to reset my Paperwhite to Factory Defaults a month or so ago and that took about 30 minutes to complete the process. Whether that's normal or not I can't say. Others may have different experiences. You can always speak to Customer Service and get some real time help over the phone. You can use the "Help" link at the top or bottom of an Amazon page and then select "Need more help?" and "Contact Us".
It should not take very long - but one of the general warnings given is to ensure your device is fully charged / connected to a wall charger.
I would suggest connecting your device to a wall charger to see if good things happen. After a couple of hours press and hold the ON button in the ON position for a slow count of 30. Press. Hold. Count to 30.
If that fails LEAVE YOUR DEVICE ON WALL CHARGE then go to the amazon website / top right Your Account / Manage Your Devices and Account / (possibly need to log in again on the computer to confirm) / select the DEVICES tab / select your device / select DEREGISTER. This will force a hard Factory Reset on your device.
If that fails I'm a bit stumped. In the meantime you can download the free Kindle app from the amazon web page for your phone, computer, Mac or tablet and read your books on those devices for free of course.
You may need to buy a new device :( Not great news, but decide if you need the cheapest eInk Kindle or the cheaper FIRE and see which suits you best. Look out for PRIME day ?16th July? to see if either devices gets very cheap and buy then.
Good luck. CW.
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I wonder why someone would follow their own alternative forum profile.