I appreciate the time you’ve taken to double check the physical connections. At this time, I don’t have any additional advice to share with you over this medium. You’re welcome to give our advanced support team a call at (877) 467-4289. They may be able to discuss or provide some further prompts to try. (Also, I removed my post from being the accepted solution. It looks like the button may have gotten bumped last night.)
Mariah|Social Media Specialist | Best Buy® Corporate Give Kudos if you like this post or Accept as Solution if it answers your query!