Updated: April 05, 2023
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by Hanna Finley
Tech Expert & Writer
558 resolved issues

White information box will not go away

author

Hello, thank you for using our service, my name is Hanna. I’ll be happy to help you out! May I ask your name?

Customer Replay

*****

author

Nice to meet you, *****! How may I help you today?

Customer Replay

A White box has appeared on the creek and shows the same information the the cursor in highlighting
the would be screen

author

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.

Customer Replay

just a minute

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author

Sure, take your time, please

Customer Replay

Visitor uploaded: image.jpg
Type: image/jpeg
Here it is Ithink

author

Thank you, May I ask you to turn off your device completely for 10 seconds and then turn it on again, please?

image

Customer Replay

yes

author

Thank you

Customer Replay

went through several of the setting hoping it would correct itself

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author

Alright, what is the model of your device, *****?

Customer Replay

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

author

So, there still white box on the screen?

Customer Replay

YES

author

Alright, when you click on it does it give you anything new? Does it say anything, or is it just a white screen?

Customer Replay

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

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author

So, you mean that it's like the duplicated screen in the white box?

Customer Replay

Only in the setting and information screens

author

Is it supersonic device ?

Customer Replay

Yes

author

Alright, let me see
Thank you for your time, *****! May I know, do you have 'settings' option on your remote сontrol?

Customer Replay

On the TV screen. Standard Amazon controller

author

Do you see there option 'settings' ?

Customer Replay

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.

author

Sure, it means that something is wrong with TV settings, so may I see the picture of your remote control, please?

Customer Replay

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

author

Alright, may I ask to click 'menu' on the middle one, please?

Customer Replay

Yes is show this
Visitor uploaded: image.jpg
Type: image/jpeg

author

Thank you! May I ask you to select 'setup' please?

Customer Replay

Just did

author

May I see what does it say?

Customer Replay

Visitor uploaded: image.jpg
Type: image/jpeg

author

Thank you

Customer Replay

Visitor uploaded: image.jpg
Type: image/jpeg
This is what the white box looks like

author

May I know when did it happen?

Customer Replay

A little over an hour ago or so

author

s a variant, you can click on this option to restore everything back

Customer Replay

I did that. It did nothing

author

Do you mean you already clicked on 'restore default' ?

Customer Replay

Yes I did that. And my husband also did that earlier.

author

Hmm, do you have any physical buttons on your TV?

Customer Replay

Yes on the back of the TV. UNder the sound board. My husband is removing it.

author

Alright, do you have there button 'menu' or 'settings' ?

Customer Replay

Yes.

author

Alright, may I ask you to click on it, please, and show me what does it say

Customer Replay

Visitor uploaded: image.jpg
Type: image/jpeg

author

Alright, I see, it's the same

Customer Replay

Yes

author

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

Customer Replay

Bingo!!!!!! Thank you!!!

author

Did you disable it from Amazon remote ?

Customer Replay

Yes!

author

It was pleasure to work with you
Is there anything else I can do for you today?

Customer Replay

No Thank You have a great rest of your day!

author

Thank you, stay safe, *****!
Please feel free to contact us at any time. We'll be happy to help you.

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558 resolved issues
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