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Hi, I'm Mr.med. Welcome to JustAnswer. I'm reviewing your question now, and will post back with your reply ASAP.
I'm sorry about the issue, please try a hard reset by following the steps below :
Important : A hard reset restores the original factory settings and will delete your personal data on the internal storage, such as downloads, ringtones, images, apps, contacts, and videos. It does not delete data stored on the SIM card or SD card.
Turn off the device. Press and hold the Volume Up and Power buttons until the Android logo screen appears, then release. Press the Volume down button to highlight wipe data/factory reset. Press the Power button to select. Press the Volume down button repeatedly until Yes -- delete all user data is highlighted. Press the Power button to select. Wait as the device resets. Once complete, press the Power button to select Reboot system now.
Let me know the results
Has everrything worked out, Do you still need help please?