Thank you for additional information Tracy.
That's actually procedure we call "soft reset/reboot".
Troubleshooting step that can help in this situation is to perform "hard reset". Performing a hard reset will DELETE ALL DATA
and reset the phone back to the state before you turned on the phone for the first time. Resetting the phone does not erase
any system software updates you have downloaded or any files on your SD memory card, such as music or photos. Contacts are by default stored on SIM card and if you didn't change default storage your contacts will be safe.To perform factory/hard reset please follow those steps:1.
Turn the power off. Remove and replace battery.2. Press and Hold
Volume Up, Volume Down, Home (center button) and Power up at the same time.3.
When the start up screen show, release all the buttons.4.
Use the Volume Up/Down button to navigate to "wipe data/factory reset"5.
Select "wipe data/factory reset"
. Confirm using Home button.6.
Select "Yes -- delete all user data". Confirm using Home button.
* Allow several minutes for the factory data reset process to complete.7.
Select "reboot system now"
. Confirm using Home button.
* Allow several minutes for the reboot process to complete.
If you prefer video instruction please check the link below - click here
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