Welcome to Justanswer.com, my name is Dustin.I'm sorry to hear about the issue you are having, I will do my best to help you resolve it.
This is a bit of a process, and you will need your phone and computer to do this.
If you get stuck or run into any issues at all , let me know. And if needed I can connect to your computer and erase the vivosmart files directly, if needed.
I strive to provide great service, and greatly appreciate a 5 star rating clicked and submitted when you are satisfied.. I always answer follow up questions.Dustin S.Senior Technician and Network Switching Systems Operator / Maintainer.
Hello again, Just wanted to check back with you and see if the suggestions I made helped at all?
Also, please ignore the more help offer, this isnt an issue that could be dealt with via remote support and that was sent to you by mistake. If you do need further assistance or have worked the issue out elsewhere, let me know.