Hello & Welcome to Just Answer,
Sorry I didn't see your question earlier and to hear of the issue you are having with your device.
To help you with this issue, may I ask:1) The FULL Model Number of the device you are working with?2) The AGE of the device?3) WHEN this issue first began?
I'm sorry - this is the first response I have seen back here. Perhaps you responded via email - which does not get posted here - instead of using the REPLY or SEND button here on this page.
Please let us know if you have any more questions in the future.
Take Care & Travel Safe, Greg A.