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? Can I assume this is a "DEZL" model (trucking GPS)?
2) Can I safely assume you are using the device in a TRUCK, or some other large ?
Please use the REPLY box below.
Thanks for that information.
Let me take a look for that model.
Can you remove the device from the mount and look at the back of the unit - for the EXACT model, or perhaps a serial number?
If this has the "round" mounting mechanism, the model should be printed UNDER the round plastic piece.