Hello, Ann. Here is a link with some troubleshooting steps to resolve what your're experiencing (http://bit.ly/2Zlod7I). If the problem persists, please reach out to us via any of the following outlets and reference ticket number 1141832426.
1. Facebook Messenger: http://m.me/samsungsupport
2. Twitter: https://twitter.com/messages/compose?recipient_id=18768513
3. Toll-free call (Mon-Fri: 9AM-6PM EST): 1-833-REVIEW8 (1-833-738-4398). ^Lo