My Kindle fire also stopped charging and the screen froze-coudn't open it. I think something happened when we lost power during a storm even though it was plugged into a surge protector. When they couldn't access my Kindlefire with their diagnostics they immediately sent a new unit which I had within 2 days. They sent the mailing label to send the old one back all I had to do was put it in the box and drop it at UPS.