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Without a schematic, is difficult to determine circuit behaviour, but some contrast biasing circuits sometimes include the potentiometer (the fixed ends), so a completely open potentiometer in this case will can vanish the image (some chance in models using all 3 wires of potentiometer). Or cable shorting (in other cases).
In any case, is good to substitute anyway to restore proper contrast adjustment, and test to see if all problems are solved, before any futher analysis.
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