You should contact SanDisk store’s customer service. Its Help page has lots of info., including as to returns (allowed for 30 days). https://shop.sandisk.com/store?Action=DisplayHelpPage&Env=BASE&Locale=en_US&SiteID=sdiskus&ThemeID=9295600 You also could telephone SanDisk for tech. support on the player–perhaps it’s just a lemon (it’s kind of sounding that way–don’t just give up, if that’s the case! 
); if so, SanDisk will replace the player under the player’s warranty (and at least in the U.S., covers the postage both ways). 1-866-SANDISK (726-3475) And the SanDisk Tech. Support page generally: http://www.sandisk.com/sandisk-support/contact-us
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