I work in a pawn shop. One of our clients neglected to pay out his/her cellphone so we're putting it out for sale. It's got a pattern lock so we can't do a restore via the Settings menu. I've tried a number of methods for doing the hard reset (which I've done on dozens of devices before this one) and none of them are working. Volume down and power takes me to a Factory Mode menu with options for Item Test/Clear Test Report/Version/Shutdown. Once in this screen I am able to use the Volume down button to navigate but I am unable to select any of the items. I have to pull the battery to restart the phone. Volume up and power, which is the official method prescribed by HTC Canada, doesn't do anything but cycle through the HTC opening screen repeatedly. I've downloaded HTC Sync Manager but the phone isn't recognized by the software. It does, however, show up in my PCs list of Devices and Printers. Any thoughts?