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"Must" be 10KHz?
Not sure what you're using it for, but they can operate at whatever frequency suits best. Higher frequency is usually used for "silent" operation, though. The higher the frequency, though, the more switching losses you get...
Without knowing how your board works, one can only guess what's wrong. Can whatever chip is doing the counting keep up with the frequency of the crystal? Is it getting a strong enough signal from it? Can't tell ya.
I suppose if you had a signal generator, you could simulate the crystal's output and use it to diagnose...
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