Troubleshooting voyage ignores DO_FACTORY_RESTORE

[cynder]

hi, everyone

i've searched the threads and haven't found anything quite like this. i have a 2 year old voyage, purchased new and working fine until now. hard restart takes me straight to my library, but the touchscreen is completely non-responsive. the side buttons let me scroll through the library screens to see the various books and collections, but nothing else.

i connected it to PC and created a DO_FACTORY_RESTORE file in the root directory. this has no effect on hard restart, still goes straight to the library page. is there any other way to force a factory reset?

grateful for any suggestions, cynder