Our experience and history suggests there is rarely any need to factory reset the XOGO Mini 2. However, if support told you a factory reset is required please follow the instructions below.
First, delete the player you want to factory reset from the XOGO Manager. Next, you will want to follow the instructions on this website. Scroll down to step 2: XOGO Player for Raspberry Pi | XOGO Digital Signage
***Reminder*** After re-imaging the SD the first boot can take a good 5 minutes. Subsequent boots will be normal.