Nano A1320 will not sync,will not hard reset.

This is not mine, it's my 10 year old daughter's. I don't know what she has done, she doesn't know, I'm not yet convinced she has done something to contribute to this.

When I plug it into the PC on her Win7 user profile, it sort of indicates it is syncing, then it acts as if it is disconnected, without actually diconnecting. It flashes, and sometimes just shows an apple. Having given up on it and whatever setting she may have changed, I figure I'll just to a full reset on it, wipe it all, music and everything. I hold down the "menu" button and the center sellect button at the same time for up to 20 seconds, the apple shows up, then goes away. I never get asked to do a reset and it never does a reset. After waiting twice the ten seconds I read about online, all her stuff is still on it.

Am I holding down the wrong buttons for this model? What is up with this thing?