Thank you for reaching out on the community and telling us about your issue. I do apologize for the issue you're having. In this case I believe it would be best to get a couple of screenshots would help us be able to figure out exactly what is happening. I'll leave an article down below on how to do so.
Note: you may need to drag the photos into the response box to add them.
Once you get a chance let us know more and we'll see what we can do.