Hi, My name is***** will assist you.I am sorry to hear that you are having this issue., try rebooting and see if that helps solve the problem.
The following will be removed from the phone when you do a factory reset:
Files such as your music, photos, videos, and documents will also be deleted if you select the Erase all data option.
Be sure to back up any data and files you want to keep before you do a factory reset.
To manually start a backup, tap Back up now under Backup history.