Ace 3 screen blank but working (syncing and vibrating)

[lun1]

Hello, the other day my child reported their Ace 3's screen was "frozen". It was syncing with my phone but the battery was low, so we decided to charge it. After charging the screen is blank.

We then attempted to restart it. During the restart (connect to charging cable and hold buttons for 15s) the Ace 3's display shows a smiley face as expected. But nothing else after the smiley face.

I also attempted to change the clock face. When changing, I see a loading bar display on the Ace 3 but after the loading bar disappears, the screen is blank.

The device display does not change if I swipe or hit the side buttons (though the side buttons do cause a vibrate).

Is there any way to trigger a hard reset/factory reset/reinstall firmware? Is there another way to revive the display?

[AndreaFitbit]

Welcome to the Fitbit Community, @lun1. I'm sorry to hear that your child's Ace 3 is blank. Thank you for  mentioning the steps you have followed in order to get this situation resolved. I'll be happy to assist. 

Our Team will be more than happy to have a closer look at this. Please fill up this form with all the needed information. Our Team will reach back to you afterwards.