What device are you talking about? As you tagged this in the NOW box which is no longer made and sold.
Not entirely sure I am following your post to be honest.
Like @gavs82008 I am having as much difficulty understanding what your problem can actually be, as you are no doubt having struggling to put it into words.
Have you got a techie friend who can look at this at your end? Then even if he/she can’t solve it, they can perhaps describe it more clearly, so that we can understand it, and quite possibly help you get to the bottom of it.