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 AGE of the device?
2) WHEN this issue first began?
3) Do you have any data on the device that you don't want erased?
You're quite welcome.
Please let me know if you have any more questions.
Take Care & Travel Safe, Greg A.