Perform a soft, factory, and alternate master reset of the device.
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INSTRUCTIONS & INFO
There are multiple ways to reset your device if you are experiencing issues. The first step is to power cycle your device. Press and hold the Power button, then tap Power off. To turn the device back on, press and hold the Power button until the screen lights up. Note: If you are unable to power your device off or if it becomes unresponsive, press and hold the Power button for 10 seconds until it reboots.
If a power cycle does not resolve your issue, perform a device restart. Press and hold the Power button on the right side of the device, then tap Restart. Note: If you are unable to access the screen to ‘Restart’ the device or if it becomes unresponsive, press and hold the Volume down and Power buttons simultaneously for 10 seconds, until the device restarts.
If a restart does not resolve your issue, you may need to perform a Factory data reset (Master reset). This will erase all data on your device and restore it to factory settings. Note: A Factory data reset will revert the device back to factory settings. It will permanently erase all personal data, preferences, settings and content such as pictures, ringtones and apps that are saved to the device. It is recommended that you save (backup) important data before proceeding.
To 'Factory data reset' your device, swipe down from the top of the screen with two fingers. Tap the Settings icon.
Scroll to, then tap Backup & reset.
Scroll to and tap Factory Data reset.
Tap RESET PHONE.
Tap ERASE EVERYTHING.
If you are unable to reset the device using the above steps, try the alternate master reset method. To perform an alternate factory reset, with the device turned off, hold down the Power buttons and Volume Up button at the same time for approximately 5 seconds.
Once the recovery mode screen appears, press the Volume Down button to highlight “wipe data/factory reset”, then press the Power button to select.
Press the Volume Down button to highlight “Yes — delete all user data”, then press the Power button again to select.
Once complete, you will see “Data wipe complete” at the bottom of the screen. Press the Volume Down button to highlight “reboot system now”, and then press the Power button to select.