Hello & Welcome to JustAnswer. Thank you for your question.Before you go with a factory reset, i would suggest we try to troubleshoot the issue either remotely or via instructions.
There are two ways we can continue.
The Remote Service, where i will connect to your system and troubleshoot the issue myself. The remote service will help in a quicker resolution of your issue, and will minimize the chances of "you" making a mistake whilst performing the steps. The other option is to instruct you, where i will provide the instructions and you will follow them. Let me know how you wish to proceed.