Hello & Welcome to Just Answer,
May I ask the AGE of your device and if it is in good operational condition (still works, battery charges fully, etc.)?
Also, do you still have the USB cable that came with the device - to be able to connect to a computer?
If this is your FIRST time on this system, you may want to log out of your account here, then log back in, or even close down the browser you are using and then log back in.
But I do recommend using the SAME COMPUTER to log back in, as that seems to work best (in my experience).
The try to respond to the original questions in the edit box below, and then click the SEND or REPLY button, to send that information to me.
I will paste my questions again below.
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, ***** *****--. .-(im)