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 Model Number of the device you are working with?
2) The AGE of the device?
3) What general area are you located (city & state is fine) ?
Please use the REPLY box below.
I have sent your questions/comments to customer service here.
Take Care, Greg A.