Has it ever worked? If so, what changed just BEFORE this behavior started? A new app? An update? Something else? Think carefully as the smallest thing could be causal...and attempt to undo whatever that was.
If this has never worked, then you should seek formal warranty support (if you indeed remain in your warranty period) from your original place of purchase or authorized service center (depending on region, it can be different...you should have received documentation concerning your specific warranty provisions when you originally purchased your BB).
Occam's Razor nearly always applies when troubleshooting technology issues!
New to the Community? Click here and also here for helpful guidance. Also please click here for additional helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions. If anyone has been helpful to you, please show your appreciation by clicking the button. Need a reference to BB10 OS/SR versions? Click here. Need a specific BB10 AutoLoader? Send me a private message.