It sounds like you are not getting the second startup screen at all. If this is the case, it looks as though something is wrong with the main program memory and it will need to be serviced (email@example.com).
If you ARE getting the second screen, first remove any Memory Cards, and then try holding down PROGRAM just before te second screen appears to clear the current loaded program.
If that doesn't help, hold down SETUP (this will clear the machine setup, so you will have to reconfigure it).
If that doesn't help, hold down the 8 key. This will erase all User programs.