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Attempt to Fix the Problem Yourself
See whether a video game is inserted in the console. If there is, remove the cartridge and see if the screen unfreezes and changes from the main menu display. Unplug the battery from the base of the machine to reset the system if the cartridge's removal failed to solve the problem. Try to load at least two different games in case the cartridge, not the console, is the source of the frozen screen.
Call Nintendo Customer Support
Contact Nintendo's customer service department at 800-255-3700 between 6 a.m. and 7:00 p.m. Pacific Standard Time. The service is available seven days a week. Trained, professional advisers will answer your questions, offer support and suggest the best solution for your malfunctioning screen.
Email Nintendo For Advice
Use Nintendo's customer service webform to explain your problem and request expert advice. You need to provide an email address and select the relevant option from the drop-down menu before outlining the problem in as much detail as possible. Include the model number and age of the console, and describe whether any liquids or other substances splashed or came into contact with the Nintendo DSi. Click submit and wait for a response via email.
Send Console For Repair
Determine your best repair option by filling out the online repair registration form. You will need the nine-digit serial number found on the base of your Nintendo DSi and inside the battery compartment before you can access this service. You will be sent an envelope or FedEx label that you must return to Nintendo's factory service repair unit along with the damaged console. You can track your repair online, with most repairs taking about two weeks.