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?
2) The AGE of the device?
3) WHEN this issue first began (or was noticed)?
4) Does ANYONE ELSE have access to and use of this device?
Please use the REPLY box below.
We experts are "users" of this site - just like you - and have no access to ANY of your private information or account. But YOU should be able to manage your account by clicking the "my account" link on your side of this system.
If you have ANY concerns about your account or site operation, You can contact the Customer Service department at the following page:http://ww2.justanswer.com/help
You should also have an option in the upper right corner of that page to contact Customer Service via email, chat, or phone.
Please let me know if you have any more questions - about your device - now or in the future.
Take Care, Greg A.