Fetch Troubleshooting Guide

1 Fetch Troubleshooting Guide | 1. Fetch Troubleshooting Guide Revision NOTE ON VALIDITY: This Guide is applicable to the following Software and Firmware versions: GEN 2 H/W Queenscliff , FW 7002+. GEN 2 H/W (Optus) Queenscliff , FW 7005+. GEN 3 Mighty H/W Queenscliff , FW 7010+. Mini H/W - Queenscliff , FW 7006+. Fetch Troubleshooting Guide | 2. Revision History Author Changes Date Version Number Kathy Warde, David Fresh version of the document based on the version 2 UI screenshots, functionality changes 01/05/2013 Kennedy Dave Kennedy Additions of new sections to cover Gen 2 changes 22/11/2013 Fred Hopley, Dave Revisions after feedback from FH, Jan-Feb 2014.

2 06/02/2014 Kennedy Fred Hopley. Nathan Further feedback from FH, update of critical errors, Remote and PIN additions Updated by 7/03/2014 Greener NG. Kathy Warde Document formatting and proofreading fixes, integrated feedback from NG 11/03/2014 Nathan Greener Update to HDD error state and post-factory reset procedure 27/3/14 Kathy Warde, Nathan Document updates for and changes. Integrated feedback from FH. 25/08/2014- Greener 11/09/2014. Nathan Greener, David Document updates for changes 25/03/2015 Cassar, Kathy Warde Nathan Greener, David Documents updates for changes TV Store release 23/06/2015 Cassar, Kathy Warde Nathan Greener, David Document updates for changes Stan and Quad Recording 22/01/2016 Cassar, Kathy Warde Nathan Greener, David Inclusion of GEN3/Mini hardware and changes 15/06/2016 Cassar, Kathy Warde Nathan Greener, David Minor updates for 1/12/2016 Cassar Kathy Warde, Nathan Updates for Multiroom release.

3 Revisions after feedback from AA, FH, SC. 15/03/2017 Greener, David Cassar Kathy Warde Updates for Sleep Mode message, Channel Timeout Setting. Fetch rebranding 25/05/2017 (wording only). Critical database and hardware fault. Currently downloaded elsewhere message. Fetch Troubleshooting Guide | 3. Disclaimer and Copyright This material is developed by Fetch TV Content Pty Ltd ( Fetch TV ) as a Guide for ISP providers in writing Troubleshooting support scripts for the Fetch TV. Service. While Fetch TV has used all due skill and attention in preparing this Guide , it makes no warranties or representations as to the accuracy, completeness and currency of information contained in the guides.

4 Fetch TV bears no responsibility or liability whatsoever for any loss arising out of an ISP's reliance on these guides. The contents of these guides are protected by copyright and, apart from any prior permission granted by Fetch TV to the ISP provider, the reproduction, permanent storage, or retransmission of the contents of these materials is prohibited without the prior written consent of Fetch TV. Fetch Troubleshooting Guide | 4. Nothing shows on the TV screen when Fetch Box is Message: This item will not record due to other series Contents switched 90 tags having a higher priority.

5 You can change your Message: A fault was detected which requires a priorities in My Stuff' ..124. At a glance .. 6 system repair. This will take a few moments. The Message: This item will not record due to this item Fetch Box may restart a number of times during this already existing in your 'My Stuff' ..126. Terminology .. 8 process.. 92 Message: This channel is not Fetch Box set up .. 10 Troubleshooting Wi-Fi Issues .. 93 Message: <Program Name> on <Channel Name>. Subscription errors .. 98 could not be recorded as your hard disk is full..128. In this section .. 10. Message: <Program Name> on <Channel Name>.

6 Cabling the Fetch Box .. 11 In this 98. could not be recorded. Please check your Internet Set up Wi-Fi (Gen3, Mini) .. 18 Error: Could not subscribe to <Pack Name>, you connection..131. Set up Power Line Adapters .. 21 must first be subscribed to <Pack Name> .. 99. Message: <Program Name> on <Channel Name>. Set up Directional Wi-Fi .. 23 Error: We couldn't complete your update. There might could not be recorded as there was a recording Standard Fetch start up process (Gen1, Gen2) .. 24 be a problem with your connection. Please check the system internet connection and try again.

7 Please contact your Standard Fetch start up process (Gen3, Mini) .. 33 Message: <Program Name> on <Channel Name> at Fetch Service Provider if the problem continues. OR. Set up Remote Control for TV .. 43 <Time1> - <Time 2> could not be recorded due to a "We couldn't complete your update. Your request conflict with the following items ..136. Set up an additional Fetch Box (Multiroom).. 46 can't be completed. Please contact your Fetch Service Provider for more information.. 101 Message: Your recording of <Program Name> on Start up and activation errors .. 47 <Channel Name> at <time> was affected by low Error: We couldn't complete your update.

8 Please In this section .. 47 stream quality ..138. unsubscribe from any dependent packs.. 103. Nothing shows on the screen or screen turns black on Message: Could not record. You have too many Error: You do not have a subscription to <Channel first start 48 streaming channels recording at one time..140. Name>, please press the Green button to subscribe Internet Connectivity Problem .. 52 now.. 104 Message: Could not record. You can record a maximum of 4 items..142. Issues connecting to Wi-Fi .. 58 Channel errors .. 105. Message: Could not record. You can record a Internet Connectivity Problem Cabin in the Woods In this 105 maximum of 6 items.

9 143. ( Fetch Box locked) .. 61. Poor DVB-T reception / Some DVB-T channels Message: Could not record. You can record from a System Update .. 65. unavailable .. 106 maximum of 2 channel families..144. Fetch Box stuck on: System Update .. 66. Message: Channel stopped to allow recording. To Message: Could not record. You can record from a Message: Failed Login. Failed to login to server .. 67 maximum of 3 channel families..145. view the selected channel please cancel any current Message: This Fetch Box has not been activated .. 69 recordings displaying the streamed 110 Message: The program has already finished.

10 146. Message: Service Error. We couldn't get all the Message: Streaming issue. Please check Internet. 112 Video On Demand errors .. 147. information we need to start up your Fetch box .. 71. Message: This content is blocked .. 115. Message: Connection Error: We couldn't get all the Message: Sleep mode .. 116. In this section ..147. information we need to start up your Fetch box .. 76 Error Purchasing Movie/TV Show: Sorry, there was an Message: This channel is about to enter sleep mode Message: Time & Date information error .. 81 error purchasing this movie..148.. 118. Fatal Error: Could not instantiate a Hardware Interface Error: The download queue is full.