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Learn how to troubleshoot TV issues, including fixing when a black box is appearing on the screen and is preventing you from viewing the program or on-screen guide.

Black box on screen issue

Do you see a black box on top of your programs and on-screen Guide?


This is usually caused by a setting enabled on your TV, like:

  • Closed captioning (CC)
  • Picture-in-Picture feed

The black box is intended to contain closed captioning text, which can appear blank on certain channels.

There are two easy ways to remove this box:

Option 1:

  • Find the CC button on your TV remote (not your Shaw Direct remote)
  • Keep pressing it until CC is turned off.

Option 2:

The menu terms might be different for every TV.

  • In your TV menu, go to Language/Accessibility option.
  • Look for Closed Captioning/Picture-in-Picture.
  • Once you found it, disable the function.

Note: If you cannot find these options, please consult your TV user manual or TV manufacturer for more information about this issue.