problems with m240 - USB connected, etc.

I contacted tech support because my daughter’s m240 would continually show that the USB was connected even when it wasn’t.  I went through the steps to reformat.  Same problem.  I reformatted it again.  No change.  I’ve switched it to auto detect with no change.  Have also tried to load mp3 files – it shows on the computer that they are there, but the player itself doesn’t recognize it. 

Any suggestions?  I’ll be glad to give more specific details if these aren’t detailed enough.