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They should have an ability to store up a charge while playing, but it would be at a slower rate, so if they were playing several hours they would have a significant charge built up, but not in only one hour of playing while connected.
They would charge faster when not in use.
Typically there is a "Battery condition" icon in one corner of the screen. If for some reason, it goes blank, & the device still plays, consider 7 hours of charge time sufficient for wee pocket size devices & Dig, Cameras.
Most MP3 players have their own CD that came with the device. That
should carry the stock firmware of your MP3. You need to connect the
device to a computer and then load the CD. Through the instruction
manual, you will have an idea on how you can re-flash the firmware.
If you're not so sure about it, you may contact the manufacturer and ask them for the latest firmware version that your device should be back to normal.
I don't believe they'll sell replacement screens, you'll probably just have to shell out for a new pilot. Your best bet is probably doing what I did: eBay. Got a gently used 8GB Pilot for $30 that had a 4GB SDHC card in it that the company selling the used player didn't even know was in it. I love free stuff. ;-)
Try reset, repair, and recovery methods to make sure it is not a software issue. If those methods fail, you have a damaged lcd screen, and the player will need to be replaced. There is no repair svc for damaged lcd screens.