White information box will not go away

Expert: Hanna Finley

Amazon Fire TV Stick (LY73PR) - TechInfoDepot

Hanna Finley (Expert): 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: *****

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

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

Hanna Finley: May I ask you to take a photo of it, *****?
Hanna Finley: 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: just a minute

Hanna Finley: Sure, take your time, please

Customer: Visitor uploaded: image.jpg
Type: image/jpeg
Size: 1611569
Customer: Here it is Ithink

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

Customer: yes

Hanna Finley: Thank you

Customer: went through several of the setting hoping it would correct itself

Hanna Finley: Alright, what is the model of your device, Carol?

Customer: 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

Hanna Finley: So, there still white box on the screen?

Customer: YES

Hanna Finley: Alright, when you click on it does it give you anything new? DOes it say anything or is it just a white screen?

Customer: 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

Hanna Finley: So, you mean that it’s like the duplicated screen in the white box?

Customer: Only in the setting and information screens

Hanna Finley: Is it supersonic device ?

Customer: Yes

Hanna Finley: Alright, let me see
Hanna Finley: Thank you for your time, *****! May I know, do you have ‘settings’ option on your remote сontrol?

Customer: On the TV screen. Standard Amazon controller

Hanna Finley: Do you see there option ‘settings’ ?

Customer: 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.

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

Customer: Visitor uploaded: image.jpg
Type: image/jpeg
Size: 1785350
Customer: 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

Hanna Finley: Alright, may I ask to click ‘menu’ on the middle one, please?

Customer: Yes is show this
Customer: Visitor uploaded: image.jpg
Type: image/jpeg
Size: 1632550

Hanna Finley: Thank you! May I ask you to select ‘setup’ please?

Customer: Just did

Hanna Finley: May I see what does it say?

Customer: Visitor uploaded: image.jpg
Type: image/jpeg
Size: 1524621

Hanna Finley: Thank you

Customer: Visitor uploaded: image.jpg
Type: image/jpeg
Size: 1457780
Customer: This is what the white box looks like

Hanna Finley: May I know when did it happen?

Customer: A little over an hour ago or so

Hanna Finley: As a variant, you can click on this option to restore everything back
Hanna Finley: Agent uploaded: 1659740891590.png
URL: https://v2uploads.zopim.io/R/V/L/RVL8boN1frS37wuC9A3ILZXMigFoOazN/75aeb07fb8584b43875b0c14baa3e87fd8b31797.png
Type: image/png
Size: 223632

Customer: What do I do with that number?

Hanna Finley: I’m sorry, what do you mean?

Customer: Do I use that png number on the screen somewhere?

Hanna Finley: I’m sorry, what do you mean by png number?

Customer: 1659740891590.png as above. Where do I put it?

Hanna Finley: No needs, you just need to click on it! It will show you what I meant to do

Customer: I did that. It did nothing

Hanna Finley: Do you mean you already clicked on ‘restore default’ ?

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

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

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

Hanna Finley: Alright, do you have there button ‘menu’ or ‘settings’ ?

Customer: Yes.

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

Customer: Visitor uploaded: image.jpg
Type: image/jpeg
Size: 1509714

Hanna Finley: Alright, I see, it’s the same

Customer: Yes

Hanna Finley: 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: Bingo!!!!!! Thank you!!!

Hanna Finley: Did you disable it from Amazon remote ?

Customer: Yes!

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

Customer: No Thank You have a great rest of your day!

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