Android won't factory reset

I've been having trouble with my phone lately so I decided to back up my data and factory reset, but every time I want to do it the "reset phone" button does not work, I can't even press it. I have also tried to hard reset but when I get to the screen where I choose factory reset (the screen where there is a android guy saying "no commands"), there are no commands to choose so that is also a negative for resetting.