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I'm not sure if you have the same model radio as mine in my 2018 Palazzo, but when I had that problem it was due to the removable radio face plate not being fully seated. I pressed the face removal button on the top edge, removed the face plate then firmly reinstalled it. The faceplate tilts out at the top and has locating tabs at the bottom.
I hope this helps.
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2018 Palazzo 33.2
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