Chances are the PMI you have in there is using Glyphs, which are not supported by the PLMVisWeb viewer (used in JT2Go for IOS/Android) at this time. If it is possible to attach the JT file here, please do and we can confirm why you are seeing what you are seeing.
My last response was not correct, as I was thinking IOS/Android for some reason. The Windows 10 app you installed utilizes fairly old viewing technology and cannot be updated without significant effort. We have published a JT2Go Desktop version in the Windows store that is also free and has the latest JT file support in it (and should work for you). Search the store for JT2Go Desktop and you should be able to install it.