Hello & Welcome,
Sorry I didn't see your question earlier and 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? If you can find the Serial Number and send it back, that might help.
2) The AGE of the device?
3) What is the "status" of the device (does is work well, etc.)?