Perform a soft, factory, and alternate master reset of the device.
WATCH AND LEARN
INSTRUCTIONS & INFO
POWER CYCLE THE DEVICE: There are multiple ways to reset your device if you are experiencing issues. The first step is to power cycle your device. Press the Rotating Side button from the clock-screen. Note: If you are unable to power your device off or if it becomes unresponsive, press and hold the Rotating Side button for 10 seconds, until it reboots.
Scroll to and select System > Power off > Checkmark icon to confirm.
Press and hold the Rotating Sidebutton until the screen lights up.
RESTART THE DEVICE: From the apps list, select Settings > System > Restart > Checkmark icon to confirm.
FACTORY DATA RESET: If a power cycle doesn't resolve the issue, you can perform a factory data reset. 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. Press the Rotating Side button from the clock-screen.
Select Settings > System > Disconnect & reset > Checkmark icon to confirm.