BlackBerry Z10 screen totally Black

Provided corporate device to end user after setting the device on BES10, and activating work email account.  All worked fine.  Now, there is nothing displayed on the screen at all.  However, when I press and hold the on/off button, a very pleasant voice counts down to shut down.  I can hear different commands.  I googled and discovered how to turn on/off the screen reader, but not how to have the display return.  

I've removed the battery numerous times.  Replacing the battery displays the BlackBerry splash screen, then goes totally blank.  What on earth could the user have done to cause this problem?  Is there any way to either restore the display, or even wipe and restart the device?
gsfcAsked:
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gsfcConnect With a Mentor Author Commented:
I never found any resolution to this issue.  Blackberry sent a replacement device.  I moved the battery and SIM card over to the new device, activated, and voila!  I have no idea how the user accomplished this feat.
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Mike SullivanDirectorCommented:
Hi gsfc,

Whilst the device is switched on, if you press and hold the button between the volume controls, does the voice recognition app kick in?

Mike
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gsfcAuthor Commented:
I do not hear anything when I press and hold the button between the volume controls, but it does talk to me when I adjust the volume.  The device just rang with a phone call, too.

It just said "Screen locked".  I can't seem to consistently get the voice so that I can request Unlock Screen.
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Mike SullivanDirectorCommented:
Hi gsfc,

Can you connect this device to a PC with BlackBerry Link installed on it? If so, you can reload the device software and reset it to factory defaults. That will cure it for you.

Regards,

Mike
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gsfcAuthor Commented:
I can certainly try that.  Thank you for offering that option.  I'll let you know how it works out.
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gsfcAuthor Commented:
"Device is password locked.  Before you an continue, enter your password on your device before trying to connect to BlackBerry Link."

Can't enter the password cause I can't see anything on the screen.  I tried entering the password in BB Link, the 8 or 10 times it allowed me, hoping it would reset it, but it didn't.  Obviously not familiar with BlackBerry Link.  

BlackBerry will send a replacement device.  I would just love to know how in the world this can be done.
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gsfcAuthor Commented:
None of the suggestions for returning the device to factory default worked, because I was unable to see anything on the screen.  No one, not even BlackBerry support could tell me how this might even happen.  Swapping the device for a refurb was the only thing that worked, but I still don't know how this occurred.
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