When we turn it on, we can't get a game to start. Is there a way to reset it and start fresh?
Can you clearly tell me the problem? Did you do these steps?
Switch on PSP>insert UMD>wait for auto start
(I am guessing that your PSP detects a game once it is inserted)
In addition, what series of PSP do you own? (it has to be a PSP1000, 2000 or 3000- if you are in the US, the serial will be 1001, 2001 or 3001)
If the UMD is not detected at all, the UMD sensor maybe broken.
In a PSP1000, there is a small sensor (which looks like a grey 'tooth' that sticks out from the motherboard when you open the UMD door and peer in) and if this is broken, a UMD will not work. This sensor signals to the motherboard that there is a UMD inside. On 2000 and 3000 PSPs, there are two sensors; one grey 'tooth' and another that is located near the UMD door. This signals the motherboard that the UMD door is closed. If one of these sensors are broken, a UMD will not work.
I hope this helps you out, please post back and let us know!