I purchased a Fitbit Ace 2 for my son a couple of days ago and we received it today. We attempted to set up the device, and while the app indicated that there was a successful device setup, the screen of the device only displayed a single white line in the center. Swiping was ineffective, there was no time displayed, steps, or anything else. We fully charged the device, and there was no change. We walked around with the device, and tried to sync. The app indicated that the sync was successful, but no steps or other data appeared to have been recorded (because it was not displayed on the app).
We tried multiple soft resets of the device, and there was no improvement. After each soft reset, the smiley face screen loaded, and then the fitbit logo with the device setup address. Nothing changed. We deleted and attempted to redo the setup, with the same result every time. We also attempted a hard reset, and there was no change.
We even tried to make changes to the device displays via the app, but every time we clicked on something (like a new watch face), the app screen froze and there was no change to the device.
Please advise on how to fix this. My son was very much looking forward to this device and was greatly disappointed and frustrated that it never even started to work correctly. My husband has had a half dozen fitbit devices over the years (including an Ionic now), and has never had a problem like this. Many thanks in advance.
