We try to help our customers with basic Raspberry Pi Info and support for the hardware we provide. Unfortunately we do not have expertise with issues that can be cause by software or hardware that was not purchased as part of your kit from us.
If you have any hardware issues (broken parts etc.) or any other question regarding standard pi software (Raspbian, OSMC etc.) please do not hesitate to reach out to us and we will do everything we can to provide the best possible solution.