Hi I too good to last this many times with many android, you have to do is go into recovery mode, it turns off the phone for you to have to miss, you press volume + and power .. you'll come out a android with a box press the menu button, then you are going to leave a lot of options you have to give them a wipe data cache and wipe data partition with the home button. These options will LEAVE JUST BOUGHT the phone as it is, with factory defaults. The only thing that will not erase what you have on the SD card and SIM
I forgot A mode recovery mode touch screen will not work, you have to move with the volume buttons.
This will run at 10000% ...... Sorry you so late answer to your problem but I rejistrado today and this week. regards