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Fetch Troubleshoot Hardware issues

This article will guide you through the troubleshooting for problems with your Fetch box, including no power, Hard Disk Drive (HDD) Health Test failed, HDD errors, HDD failed to mount, Critical Hardware Fault error messages and the "Your Fetch box is hot/too hot" message.

These guides are suitable for both Generation 2 and Generation 3 (Mini and Mighty) set top boxes.

Select one of the links below to jump to a query:

  • There are no lights lit on the front of the Fetch box (even when in Standby mode, there should be one red light - example below).
  • Fetch service cannot be used.

 Fetch standby light example

Potential cause
 Try this:
Power outage or electrical issue
 Make sure that your home is not currently experiencing a power outage or an electrical issue (e.g. a tripped fuse). If other devices plugged into the same electrical outlet also have no power, the issue is unlikely to be with the Fetch box.

 

  1. Ensure that all electrical outlets are turned on and all power cables and plugged in securely.
     
  2. If your Fetch box is plugged in via a power board or double adapter, try plugging it directly into an electrical outlet on the wall and see if the issue is resolved.
     
  3. Try plugging the Fetch box into other electrical outlets in your home to see if the issue is resolved.
     
  4. If the issue persists, please call our Fetch TV Support Team on 1300 701 006 for further assistance.

 

  • Diagnostics return a message that the Hard Disk DRive (HDD) Health Test check has failed; or
  • Message: “Your Fetch Box Hard Disk Drive is showing errors” appears on-screen (example below).

Fetch HDD error example

 

  1. Restart your Fetch box by turning off the power at the electrical outlet where the box is plugged in. Wait one minute, then turn the power back on and allow the Fetch box to boot up. If no error message appears, the issue is resolved.
     
  2. If you continue to see an error message saying "Your Fetch Box Hard Disk Drive is showing errors" on screen, then attempt a hard reset of the Fetch box. A hard factory reset will reformat the hard drive disk.

    WARNING: A hard factory reset will wipe all recordings and series tags etc. and the Fetch box will need to be set up again.
     

  3. Restart your Fetch box again. This time, 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. Keep doing this until the REM/REC light on your Fetch box starts flashing. The Fetch box will factory reset and restart automatically - this may take several minutes.
     
  4. 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.
     
  5. Once your Fetch box is set up again, you'll need to run a Diagnostics check.
     
  6. On your Fetch remote, press the Menu button.
     
  7. Use the arrow keys and paw button on your Fetch remote to select Manage > Settings.
     
  8. Select Diagnostics > Hard Disk Health.
     
  9. Wait for the Health Test to complete. If the test passes, the issue is resolved.
     
  10. If the Hard Disk Health Test fails, please call our Fetch TV Support Team on 1300 701 006 for further assistance.

 

  • The Fetch box restarts and when booting up, the message "HDD failed to mount – Restart the Fetch Box and if the problem persists contact your Fetch Service Provider" appears on-screen.

 

Potential cause
 Try this:
Fetch box restart required
 Restart your Fetch box by turning off the power at the electrical outlet where the box is plugged in. Wait one minute, then turn the power back on and allow the Fetch box to boot up. If no error message appears, the issue may be resolved. However, if the issue persists, see the troubleshooting advice below.

 

  1. Perform an extended power cycle of your Fetch box by turning off the power at the electrical outlet where the box is plugged in. Wait at least one hour, then turn the power back on and allow the Fetch box to boot up. This may allow the HDD to fully stop and return to normal behaviour.
     
  2. If no error message appears when the box restarts, the issue should be resolved. If the issue persists, attempt a soft factory reset of your Fetch box by following the steps below.
     
  3. Restart your Fetch box again. This time, 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. Keep doing this until the REM/REC light on your Fetch box starts flashing. The Fetch box will soft reset and restart automatically - this may take several minutes.
     
  4. If no error message appears after the soft, the issue should be resolved. If the issue persists, attempt a hard factory reset of your Fetch box by following the steps below.
     
    WARNING: A hard factory reset will wipe all recordings and series tags etc. and the Fetch box will need to be set up again.
     
  5. Restart your Fetch box again. This time, 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. Keep doing this until the REM/REC light on your Fetch box starts flashing. The Fetch box will factory reset and restart automatically - this may take several minutes.
     
  6. 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.
     
  7. Once your Fetch box is set up again, you'll need to run a Diagnostics check.
     
  8. On your Fetch remote, press the Menu button.
     
  9. Use the arrow keys and paw button on your Fetch remote to select Manage > Settings.
     
  10. Select Diagnostics > Hard Disk Health.
     
  11. Wait for the Health Test to complete. If the test passes, the issue is resolved.
     
  12. If the Hard Disk Health Test fails, please call our Fetch TV Support Team on 1300 701 006 for further assistance.

 

When a Critical Hardware Fault occurs, the Fetch box will restart automatically within 30 minutes. When it boots up again, one of the following error messages will be displayed on the loading screen:

  • "Critical Hardware Fault. Restart your Fetch box and if the problem persists, contact your Fetch Service Provider."
  • "Critical Hardware Fault – HDD self-check unavailable. Restart and if the problem persists contact your Fetch Service Provider."
  • "Critical Hardware Fault – HDD self-check failed. Restart and if the problem persists contact your Fetch Service Provider."
  • "Critical Database and Hardware Fault. Restart your Fetch box and if the problem persists, contact your Fetch Service Provider."

 

  1. Restart your Fetch box by turning off the power at the electrical outlet where the box is plugged in. Wait one minute, then turn the power back on and allow the Fetch box to boot up. If no error message appears, the issue is resolved.
     
  2. If you still receive a Critical Hardware Fault message, attempt a hard factory reset of your Fetch box by following the steps below.

    WARNING: A hard factory reset will wipe all recordings and series tags etc. and the Fetch box will need to be set up again.
     

  3. Restart your Fetch box again. This time, 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. Keep doing this until the REM/REC or Paw light on your Fetch box starts flashing. The Fetch box will factory reset and restart automatically - this may take several minutes.
     
  4. 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.
     
  5. If the error persists or the Fetch box loads into a "Limited Service Available" screen, please call our Fetch TV Support Team on 1300 701 006 for further assistance.

 

If the processor (CPU) inside the Fetch box starts to overheat (105 degrees Celsius), you'll see a warning message on-screen. At 110 degrees Celsius, another warning message is given and the box will shut down.

  • Message: “Your Fetch box is hot” or “Your Fetch box is too hot. Shutting down in <10 second countdown>”.
  • Fetch box goes in to standby and will not respond to the remote control

 

Potential cause
 Try this:
Fetch box placement
 Make sure there's sufficient air flow (roughly 5cm) around the Fetch box to prevent overheating. It should not be packed in with other electrical devices and should not be exposed to direct sunlight or other sources of heat. Ensure that nothing is blocking the ventilation slots on the box.

 

  1. Restart your Fetch box by turning off the power at the electrical outlet where the box is plugged in. Wait one minute, then turn the power back on and allow the Fetch box to boot up. If no error message appears, the issue is resolved.
     
  2. After restarting, if you see the "Your Fetch box is too hot. Shutting down in ..." message and the box shuts down again, please call our Fetch TV Support Team on 1300 701 006 for further assistance.
     
  3. However, if you only receive a "Your Fetch box is hot" message, attempt a hard factory reset of your Fetch box by following the steps below.
     
    WARNING: A hard factory reset will wipe all recordings and series tags etc. and the Fetch box will need to be set up again.
     
  4. Before attempting the hard factory reset, leave the box unplugged and allow it to cool down completely.
     
  5. Restart your Fetch box again. This time, 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. Keep doing this until the REM/REC or Paw light on your Fetch box starts flashing. The Fetch box will factory reset and restart automatically - this may take several minutes.
     
  6. Once the factory reset is complete, if you don't receive any more warnings about the Fetch box overheating, then the issue is resolved. Follow the steps in Set up Fetch TV Gen 3 set top box to set up your Fetch box again.
     
  7. If the overheating persists, please call our Fetch TV Support Team on 1300 701 006 for further assistance.