Hello & Welcome to Just Answer,
Sorry to hear of the issue you are having with your device.
May I ask:
1) the AGE of the device?
2) Can you find and send back a Serial Number - where I can try to find the model number from?
I see it has been a few days and I just wanted to follow up to see if you have any more questions concerning this issue or if the issue was resolved.
I look forward to any further questions or results that you may have.
Thanks, ***** *****