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Info button on remote brings up parental PIN page

I have seen this on both Comcast and now Charter.  I have a client who I am adding a box for, on Charter.  For some reason when I hit the info button, it'll bring up the Parental PIN page and ask for a PIN.  Nothing happens when I hit menu or guide.  When I change channels, the sub menu doesn't come up.  Anyone know what this is a result of?  Is this a signaling issue with the boxes not getting the correct frequency?  The other boxes are okay.
This is CABL.com posting #369468. Tiny Link: cabl.co/mbIhk
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