Does your remote look like this?
Left hand side - second button from the top - buttom labeled "Format" should be set to either a "Pillar box" or "stretch" setting. A "crop" setting cuts of the crawler at the bottom.
Check your TV set also. My grandsons had set the TV to "Zoom" with the TV's remote and I finally found the remote in the...well, let's just say I finally found it and reset the picture.