Echo Show - Help with setting up for my parents

[AgeBee]

Got my parents an Echo Show (2nd Gen.) so we can video conference via Skype. Managed to have them connect the Echo Show to their Wifi (which in and of itself was a miracle) and also got them to sign-in with an Amazon account. 
But now the Echo Show just sits there.  Besides the background image nothing is working.  I walked my dad through the Setting and it confirms that the Wifi is connected.  When he looks at the Alexa Settings there is just an option that says “Photos”.  Also, when he tried to voice activate, nothing happens.  Any adivce?
Thanks!

[jwlv]

Apparently this is a common issue with the Echo Show 2nd Gen.

According to an Amazon support rep:
1. Unplug the power cord from the device (not the wall outlet).
2. Wait for 20 seconds.
3. Re-plug the power cord back into the device.
4. Check if these steps fix the issue.

From what I understand, you leave the power adapter plugged into the wall and unplug the cord from the back of the Echo Show.