Welcome to Justanswer.com, my name is Matt.I'm sorry to hear about the issue you are having, I will do my best to help you resolve it.Give me a minute to go over this and continue...
What version of iOS?
So its El Capitan right?
Wow, okay. Well then I will opt out and open this up to another expert to help you. I simply like to verify what I am working on, and often use this as a method to determine if they are lets say, technically challenged. But this makes no difference now. I wish you luck.