Hello & Welcome to Just Answer,
Sorry to hear of any issue you are having with your device.
To help you with this issue, may I ask:1) The FULL Make & Model Number of the device you are working with (it seems to have been cut off by the system here)?2) The AGE of the device?
3) Does the device have any problems, or does it still operate properly?
I explained that the model number has been "cut off" on my end, and that is why I asked.
But it sounds like you have other issues with this system, so I would recommend contacting customer support here and getting those issue resolved, then submit your question again.
In the mean time, I will opt out of your question.
Take Care, Greg A.