Hello & Welcome to Just Answer,
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 Model Number of the device you are working with?
NOTE: If you can send the FIRST TWO CHARACTERS of the serial number (located next to a bar code somewhere on device), I may be able to find the model for you.
2) The AGE of the device?
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)