Sharon, we kinda touched on that problem with posting on another thread. Here I thought it was just me.
Karen, don't have that problem. Perhaps there's something under tool and options that need clicked or unclicked.
Sad part is, I can sometimes fix what the problem is, but haven't a clue which of all my clickings actually fixed it!!
Sometimes it's as easy as shutting down and letting the computer/iPhone/cable box sit a few minutes, and then reboot.