How can I restore a phone to factory settings without a menu or "Options"

My daughters phone.  1 year old.  She can text and rec texts.  Call and receive calls.  Alarm clock works.  When she hits menu it is blank.  She has no Applications.  Also the hour glass spins for a minute or two before it turns on.  We went to ATT store and they suggested restoring the phone.  THat isn't an option becuase she doesn't have the "OPTIONS BUTTON" available to her.
She called tech support thru ATT and they were not able to make any suggestions.  ANy ideas.  
And NO she did not ever back up her phone to her computer. 
Frustrated 50 year old father.

Hi!
Have you done a battery-pop reboot? It can clear some things up. With power ON, remove the back cover and pull out the battery. Wait about a minute then replace the battery and cover. Power up and wait patiently through the long reboot -- ~5 minutes. See if things have returned to good operation.
After that, you can decide if you want to to a Wipe...but one step at a time.
Cheers!
Occam's Razor nearly always applies when troubleshooting technology issues!
If anyone has been helpful to you, please show your appreciation by clicking the button inside of their post. Please click here and read, along with the threads to which it links, for helpful information to guide you as you proceed. I always recommend that you treat your BlackBerry like any other computing device, including using a regular backup schedule...click here for an article with instructions.
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