Videocon Industries — d2h stb remote buttons hang

I am using videocon d2h connection. It's a std def stb with remote.
I have a specific observation, that i did call up d2h customer care and informed them.

Sometimes stb does not respond to some of the buttons on remote specifically exit and info.

I find that sometimes when i switch to a channel, the information menu is blank. Whenever such a situation occurs, stb fails to respond to exit and info commands.

See this screenshot. Here there's a black menu below but it's blank. Now on this channel i can not get rid of this black menu strip by pressing exit or info buttons.
These buttons only work when the menu has data in it.

I called cc they said i should factory reset my stb. I have done that but again the issue has come up. I don't know what is the source of menu if it comes remotely from some server and i can not everytime keep on doing factory reset.

This is a concern because i am not getting proper viewing experience when on channels menu is blank. It occupies almost 2/3 of the screen.