Fetch Troubleshoot Hardware issues

Select your issue:

 

  1. Ensure that your home is not experiencing a power outage.
  2. Check the fuse box at your premises for tripped circuit breakers.
  3. Ensure that all electrical outlets are turned on and all power cables and plugged in securely.
  4. If your Fetch box is plugged in via a power board or double adapter, plug it directly into an electrical outlet instead. If power returns to the Fetch box, the power board or double adaptor may be faulty.
  5. Try plugging your Fetch box into another electrical outlet. If the Fetch box gets power in a different electrical socket, the original electrical socket may be faulty.
  6. Call us on 1300 701 006 for further assistance.

 

  1. Turn off the electrical outlet for your Fetch box and leave it off for at least 60 seconds.
  2. Turn the outlet back on and wait for the box lights to settle.
  3. Attempt to view a Fetch channel and see if the "Your Fetch Box Hard Disk Drive is showing errors" message appears.
  4. Perform a Hard Factory Reset of the Fetch box. WARNING: This will wipe all recordings and series tags etc. from the Fetch box.
  5. Restart your Fetch box again.
  6. While the Fetch box is still booting up and the loading screen is displayed on your TV, press the coloured buttons on your Fetch remote in the following order: Blue > Yellow > Green > Red. Repeat until the REM/REC light on your Fetch box starts flashing.
  7. The Fetch box will factory reset and restart automatically - this may take several minutes.
  8. Once the factory reset is complete, follow the steps in Set up Fetch TV Gen 3 set top box to set up your Fetch box again.
  9. After factory resetting, open the Fetch menu and select "Manage > Settings".
  10. Select "Diagnostics > Hard Disk Health" and wait for the Health Test to complete.
  11. Call us on 1300 701 006 for further assistance.

 

  1. Turn off the electrical outlet for your Fetch box and leave it off for at least 60 seconds.
  2. Turn the outlet back on and wait for the box lights to settle.
  3. Attempt to view a Fetch channel and see if the "HDD failed to mount" message appears.
  4. Turn off the electrical outlet for your Fetch box and leave it off for at least one hour. This may allow the HDD to fully stop and return to normal behaviour.
  5. Turn the outlet back on and wait for the box lights to settle.
  6. Attempt to view a Fetch channel and see if the "HDD failed to mount" message appears.
  7. Restart your Fetch box again.
  8. While the Fetch box is still booting up and the loading screen is displayed on your TV, press the coloured buttons on your Fetch remote in the following order: Red > Green > Yellow > Blue. Repeat until the REM/REC light on your Fetch box starts flashing.
  9. The Fetch box will soft factory reset and restart automatically - this may take several minutes.
  10. Once the factory reset is complete, follow the steps in Set up Fetch TV Gen 3 set top box to set up your Fetch box again.
  11. Attempt to view a Fetch channel and see if the "HDD failed to mount" message appears.
  12. Perform a Hard Factory Reset of the Fetch box. WARNING: This will wipe all recordings and series tags etc. from the Fetch box.
  13. Restart your Fetch box again.
  14. While the Fetch box is still booting up and the loading screen is displayed on your TV, press the coloured buttons on your Fetch remote in the following order: Blue > Yellow > Green > Red. Repeat until the REM/REC light on your Fetch box starts flashing.
  15. The Fetch box will factory reset and restart automatically - this may take several minutes.
  16. Once the factory reset is complete, follow the steps in Set up Fetch TV Gen 3 set top box to set up your Fetch box again.
  17. After factory resetting, open the Fetch menu and select "Manage > Settings".
  18. Select "Diagnostics > Hard Disk Health" and wait for the Health Test to complete.
  19. Call us on 1300 701 006 for further assistance.

 

    Note: When a Critical Hardware Fault occurs, the Fetch box will restart automatically within 30 minutes.

    1. Turn off the electrical outlet for your Fetch box and leave it off for at least 60 seconds.
    2. Turn the outlet back on and wait for the box lights to settle.
    3. Attempt to view a Fetch channel and see if the "Critical Hardware Fault" message appears.
    4. Perform a Hard Factory Reset of the Fetch box. WARNING: This will wipe all recordings and series tags etc. from the Fetch box.
    5. Restart your Fetch box again.
    6. While the Fetch box is still booting up and the loading screen is displayed on your TV, press the coloured buttons on your Fetch remote in the following order: Blue > Yellow > Green > Red. Repeat until the REM/REC light on your Fetch box starts flashing.
    7. The Fetch box will factory reset and restart automatically - this may take several minutes.
    8. Once the factory reset is complete, follow the steps in Set up Fetch TV Gen 3 set top box to set up your Fetch box again.
    9. Call us on 1300 701 006 for further assistance.

     

    Note: If the Fetch box's CPU starts to overheat (105°C), you'll see a "Fetch box is too hot" message. At 110°C, another message will appear with a countdown to automatic shut down.

    1. Ensure there's sufficient air flow (roughly 5cm) around the Fetch box to prevent overheating. 
    2. Ensure that nothing is blocking the ventilation slots on the Fetch box.
    3. Fetch boxes should not be packed in with other electrical devices, nor exposed to direct sunlight or other sources of heat.
    4. Turn off the electrical outlet for your Fetch box and leave it off for at least 10 minutes to allow the CPU to cool.
    5. Turn the outlet back on and wait for the box lights to settle.
    6. If the box overheats regularly despite suitable ventilation and air flow, this may indicate a hardware fault.
    7. Call us on 1300 701 006 for further assistance.