Our next step will be a hard reset to fix this issue. Keep in mind that by performing a hard reset on your device all the information will be deleted unless you have it back it up with your Google account. Also, if you've set up a Google account on your device you need to remember the email and password in order to access on the device after the hard reset it's performed.
1 Power the handset off. The handset MUST be powered off.
2 Press and hold the volume down and power buttons.
3 Release buttons when Android Recovery logo appears.
4 Press the volume down button to highlight wipe data/factory reset.
5 Press the power button to select the option.
6 A confirmation screen appears.
7 Press the volume down button to highlight Yes – delete all user data.
8 Press the power button to select the option.
9 The Android System Recovery menu returns.
10 The "reboot system now" option will be highlighted.
11 Press the power button to select the option.
12 The device will reboot and restart.
Let us know how that worked out.
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