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White information box will not go away
Hello, thank you for using our service, my name is Hanna. I’ll be happy to help you out! May I ask your name?
*****
Nice to meet you, *****! How may I help you today?
A White box has appeared on the creek and shows the same information the the cursor in highlighting
the would be screen
May I ask you to take a photo of it, *****?
To attach pictures to our chat, you need to press the paper clip button in the lower right corner of the chat window. Then you have either to choose an image on your device or take a photo right away. Then confirm sending.
just a minute
Sure, take your time, please
Visitor uploaded: image.jpg
Type: image/jpeg
Here it is Ithink
Thank you, May I ask you to turn off your device completely for 10 seconds and then turn it on again, please?
yes
Thank you
went through several of the setting hoping it would correct itself
Alright, what is the model of your device, *****?
It’s a very old fire stick. This number is on it LY73PR. Wait a minute my husband just disconnected it completely. Let’s see if that worked. NO that didn’t do anythin
So, there still white box on the screen?
YES
Alright, when you click on it does it give you anything new? Does it say anything, or is it just a white screen?
If I click on YouTube it bring us the mended channels for YouTube. If I click on Settings it says exactly what the highlighted setting says in the white box
So, you mean that it's like the duplicated screen in the white box?
Only in the setting and information screens
Is it supersonic device ?
Yes
Alright, let me see
Thank you for your time, *****! May I know, do you have 'settings' option on your remote сontrol?
On the TV screen. Standard Amazon controller
Do you see there option 'settings' ?
I’m in Account and Profile Settings. When I Highlight Amazon Account it ask to Dregister you Amazon Account and register a new one. The same information if in the white box.
Sure, it means that something is wrong with TV settings, so may I see the picture of your remote control, please?
Visitor uploaded: image.jpg
Type: image/jpeg
I turn on the TV with the middle one, the one on the right is the sound bar and the one on the left is Stick
Alright, may I ask to click 'menu' on the middle one, please?
Yes is show this
Visitor uploaded: image.jpg
Type: image/jpeg
Thank you! May I ask you to select 'setup' please?
Just did
May I see what does it say?
Visitor uploaded: image.jpg
Type: image/jpeg
Thank you
Visitor uploaded: image.jpg
Type: image/jpeg
This is what the white box looks like
May I know when did it happen?
A little over an hour ago or so
s a variant, you can click on this option to restore everything back
I did that. It did nothing
Do you mean you already clicked on 'restore default' ?
Yes I did that. And my husband also did that earlier.
Hmm, do you have any physical buttons on your TV?
Yes on the back of the TV. UNder the sound board. My husband is removing it.
Alright, do you have there button 'menu' or 'settings' ?
Yes.
Alright, may I ask you to click on it, please, and show me what does it say
Visitor uploaded: image.jpg
Type: image/jpeg
Alright, I see, it's the same
Yes
May I ask you to use Amazon remote control?
To turn Text Banner off with your Fire TV remote, press and hold the Rewind and Fast Forward buttons
Bingo!!!!!! Thank you!!!
Did you disable it from Amazon remote ?
Yes!
It was pleasure to work with you
Is there anything else I can do for you today?
No Thank You have a great rest of your day!
Thank you, stay safe, *****!
Please feel free to contact us at any time. We'll be happy to help you.
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