Hi, my name is ***** ***** certified professional with over 10 years experience. I will be glad to try and assist you with this. I am sorry this happened. This could be a glitch in the software and the Phone needs to reboot, lets try and force a reboot Press and hold the power button and volume up button until the recovery screen appears. Then select reset/reboot. Use the volume button to highlight the selection and the power button to confirm/select.
Okay, sorry about that. I will open the question and let the other experts take a look at it. Thank you for your patience.
Did you turn phone off first, then take out battery for 60 seconds (please make sure it is the full 60 seconds), place battery back into phone, turn on phone, then press power + volume up to visit the boot menu but only reboot device do not in fact hard reset your device.