My son's HP Pavillion x2. Needs resetting to factory settings and all files and apps can be removed. The keyboard no longer works/is recognised. I have tried the quick reset of holding the power button for 15 seconds and doesn't change anything. I have now gone in to settings; update and security; recovery; reset this pc; remove everything......then I get "There was a problem resetting your PC, No changes were made". Where do I go from here. Help would be appreciated the laptop is only a year old and running on windows 10