Hi Sarah. Welcome to justanswer.
Try doing a soft reset.
Once you click this link below(CLICK HERE)A file will automatically get downloaded. Check your download section, a file named ELSINORE.SCREENCONNECT will be present. Just open that file so that I can connect to your computer.
Press and hold the power and home key simultaneously. When the Apple logo appears, release the Power and Home keys.
Then tap to slide and unlock the iPad.
Are you accessing justanswer on your computer?