Yeah, sounds like a software bug with the April 3 update. I'm not sure you if you can do the reset without internet access which will download the latest software version. At any rate I will leave you with the following info. I called them when I had issues but found that using the email allowed me to send them photos and was pretty quick with a response.
1-877-300-8837
https://support.tcl.com/contact-us
