Blank screen on new Inspire 2

[CC04]

Hi there, I just got my inspire 2, was in the process of setting it up through the app. It said a firmware update was needed so I let it do the update. Halfway through the white line just froze for ages and nothing happened. The app also just showed a blank screen. Eventually I had to restart the app and reset the fitbit. Now the fitbit is on but not showing any display at all. It vibrates when I hold the buttons but shows nothing. 

I tried to re pair with the app and finds the device but the device will not display the 4 digit code to confirm on the phone. So I cant do anything!

I have tried resetting the fitbit multiple times with the charger connected, and holding the buttons for 10 seconds. The smiley face appears, disappears, appears again and then the screen stays totally blank.

The device is brand new and I cant do anything with it!

Moderator Edit: Clarified subject

[Odyssey13]

Hi @CC04  see if support can help you out https://myhelp.fitbit.com/s/support?language=en_US 

[Mattarnold80]

My daughter’s Inspire 2 is having the same issue and I have yet to be able to fix it. 

She woke up to a frozen/unresponsive screen on 12/23. She tried a few things herself and ended up “forgetting the device” in the app. Now the screen is blank. 

I’ve tried restarting the device (connecting to charger and holding buttons until the taunting smiley face shows up) only for nothing to change. 

I’ve tried connecting to the device through the app on my phone. The app can find the device and asks for the four digit code but the device screen is still blank so I can’t see the digits. 

[YojanaFitbit]

Hi there, @Mattarnold80. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your daughter's Inspire 2 before reaching out. I understand where your concern is coming from. 

Since you've exhausted all possible troubleshooting steps we could've have provided here in the forums, the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

We hope your issue is solved soon.

[Mattarnold80]

UPDATE:

I called the 877-623-4997 help/support line. After going over the actions that had been done already, they determined that I would need to mail my daughter’s Inspire 2 to them. I assume they are going to mail a new or maybe a refurbished one back but I forgot to ask for that detail. 
The Inspire 2 wasn’t new and it’s quite possible it’s already more than 1 year old. 

[Odyssey13]

Hi @Mattarnold80  Fitbit sends whatever is in stock when they send out a replacement. Sometimes it's new and sometimes it is a refurbished. You can read more about it here - click to see. When the replacement arrives, set it up as a new device on an existing account after you've removed the one you've returned to Fitbit.