Ok, firstly what kind of 3ds do you own? Is it a New 3ds or the old 3ds? (doesnt matter if its an xl or not they are both internally the same)
Secondly do you have custom firmware installed? (NTR-CFW, rxTools, Gateway, PastaCFW are all custom firmware)
Lastly what SYSTEM FIRMWARE is your 3ds on? (When you go into system settings what is the number that shows up on the bottom corner of the top screen)
e.g