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Can you tell me if this is the Charge 2 or the original please? Also what's the rough age of the Fit Bit?
There is a "hard reboot" procedure for the Fit Bit units, which is to press and hold the side button for 1-12 seconds, and when you see the Fitbit icon and version number- release those buttons. Can you please give that a shot and reply back with the info above if that does not work?