Just to clarify, you reset the Photoshop preferences and then restarted Photoshop, correct?   I have never seen resetting the preferences in Photoshop not solve it. So if that didn’t work then I really have no idea.

Please install the remote desktop app which is a free extension for Google Chrome. then you will need to email me a code to log into your system. the code is only valid for 5 minutes so let me know as soon as you are ready to do this.