Unhappy [Q] Could use some help

My co-worker's daughter has a Visual Land Prestige 10.

It's rebooting after about 2 minutes of use.

She brought it to me so I can do a factory reset on it, which consists of the following steps:

1 Hold Volume + or - down while holding down the power button for about 15 seconds.
2 Use volume + key to scroll down to select factory reset
3 Follow remaining prompts

Problem is, when I'm at the maintenance screen where you do steps 1-3, the volume + key is inoperative. It registers a "press" of the key, but does not scroll up or down.

I can't find any information about this behavior so I'm asking for any suggestions.

Is there a way to do a factory reset on this device using USB? (I can't find any of that info in any of the manuals I downloaded yesterday)