The official Support article for performing a factory reset is here.

I'm guessing you followed those steps. If the factory reset didn't actually work, it could be because you had moved your Library to the SD card. Moving it back to the eDGe (using the same steps you originally used, but specifying you're moving it to Internal Storage) first may allow the factory reset to proceed.

In any case, this is one of those times when Tech Support will give you the definitive answer when we in the forums are struggling