HiPad XPro Android Tablet Freezes at Pin screen. Hard reset not possible

My tablet will not move past the pin unlock screen. Sometimes you can enter the pin but the moment you hit enter, it freezes. Or sometimes it freezes before you can enter the pin. Try soft reset and it does the same thing all over again. It won’t turn off to enable a hard reset. It just keeps rebooting to the same screen. Anyone can help with any possible solutions? This tablet is less than a year old.

Can you provide me the Serial Number, and exact model? so we can see if have anything to install
And a video of the problem? it will help the tech guys