I have told you what to do. If you need instructions written out for you, see KB34045-How to clean reload the BlackBerry 10 OS or BlackBerry PlayBook OS using BlackBerry Link
Those procedures are for using Link. If you want procedures using the old desktop software, then search and you will find.
Remember, you need to run through the setup after you reload the OS.
Again, this is what you need to do. Whatever you did before, forget about it. Follow the directions above and reload the OS. Posted via BlackBerryForums.com Mobile