Don’t have an answer for you but the reading is certainly not correct. This suggests something wack with the probe. There should be a liquid in the glass bulb, not dry. Run through the troubleshooting in the manual one last time, ensure you’ve read the bit about ‘hydration’. Its seems like the ions in the probe solution are depleted or something else happened before you received it.
When you have the storage solution, hydrate it for 24 hours.
Alternatively, long shot. Rinse the probe. Cal it at 7. Place it in the PH down for awhile (overnight) and check back occasionally to see if the reading has changed at all.
At that point, if no success, I’d return the unit or call Bluelabs for troubleshooting. Sorry, don’t know at this point.
edit: can you give us a photo of the glass bulb at the tip of the probe?