Fetch Troubleshooting Guide

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1 Fetch Troubleshooting Guide 1 Fetch Troubleshooting Guide Revision v1.20 NOTE ON VALIDITY: This guide is applicable to the following Software and Firmware versions: GEN 2 H/W Queenscliff 2.14, FW GEN 2 H/W (Optus) Queenscliff 2.14, FW GEN 3 Mighty H/W Queenscliff 2.14, FW Mini H/W - Queenscliff 2.14, FW

2 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/ Kennedy Dave Kennedy Additions of new sections to cover Gen 2 changes 22/11/ Fred Hopley, Dave Revisions after feedback from FH, Jan-Feb /02/ Kennedy Fred Hopley. Nathan Further feedback from FH, update of critical errors, Remote and PIN additions Updated by 7/03/ Greener NG Kathy Warde Document formatting and proofreading fixes, integrated feedback from NG 11/03/ Nathan Greener Update to HDD error state and post-factory reset procedure 27/3/ Kathy Warde, Nathan Document updates for 2.1 and 2.2 changes. Integrated feedback from FH. 25/08/ Greener 11/09/2014 Nathan Greener, David Document updates for 2.3 changes 25/03/ Cassar, Kathy Warde Nathan Greener, David Documents updates for 2.4 changes TV Store release 23/06/ Cassar, Kathy Warde Nathan Greener, David Document updates for 2.6 changes Stan and Quad Recording 22/01/ Cassar, Kathy Warde Nathan Greener, David Inclusion of GEN3/Mini hardware and 2.8/2.9 changes 15/06/ Cassar, Kathy Warde Nathan Greener, David Minor updates for /12/ Cassar Kathy Warde, Nathan Updates for 2.13 Multiroom release. Revisions after feedback from AA, FH, SC. 15/03/ Greener, David Cassar Kathy Warde Updates for 2.14 Sleep Mode message, Channel Timeout Setting. Fetch rebranding (wording only). Critical database and hardware fault. Currently downloaded elsewhere message. 25/05/

3 Disclaimer and Copyright Fetch Troubleshooting Guide 3 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. 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.

4 Contents At a glance... 6 Terminology... 8 Fetch Box set up In this section Cabling the Fetch Box Set up Wi-Fi (Gen3, Mini) Set up Power Line Adapters Set up Directional Wi-Fi Standard Fetch start up process (Gen1, Gen2) Standard Fetch start up process (Gen3, Mini) Set up Remote Control for TV Set up an additional Fetch Box (Multiroom) Start up and activation errors In this section Nothing shows on the screen or screen turns black on first start up Internet Connectivity Problem Issues connecting to Wi-Fi Internet Connectivity Problem Cabin in the Woods (Fetch Box locked) System Update Fetch Box stuck on: System Update Message: Failed Login. Failed to login to server Message: This Fetch Box has not been activated Message: Service Error. We couldn t get all the information we need to start up your Fetch box Message: Connection Error: We couldn t get all the information we need to start up your Fetch box Message: Time & Date information error Fatal Error: Could not instantiate a Hardware Interface Message: Activation Code Failed Message: Feature not available yet. Please wait Operational errors In this section Nothing shows on the TV screen when Fetch Box is switched on Message: A fault was detected which requires a system repair. This will take a few moments. The Fetch Box may restart a number of times during this process Troubleshooting Wi-Fi Issues Subscription errors In this section Error: Could not subscribe to <Pack Name>, you must first be subscribed to <Pack Name> Error: We couldn't complete your update. There might be a problem with your connection. Please check the internet connection and try again. Please contact your Fetch Service Provider if the problem continues. OR "We couldn't complete your update. Your request can't be completed. Please contact your Fetch Service Provider for more information Error: We couldn t complete your update. Please unsubscribe from any dependent packs Error: You do not have a subscription to <Channel Name>, please press the Green button to subscribe now Channel errors In this section Poor DVB-T reception / Some DVB-T channels unavailable Message: Channel stopped to allow recording. To view the selected channel please cancel any current recordings displaying the streamed icon Message: Streaming issue. Please check Internet. 112 Message: This content is blocked Message: Sleep mode Message: This channel is about to enter sleep mode Message: Bandwidth Low Message: You are currently recording. To be able to scan you must stop all recordings or wait until they have completed Recording errors In this section Fetch Troubleshooting Guide 4 Message: This item will not record due to other series tags having a higher priority. You can change your priorities in My Stuff Message: This item will not record due to this item already existing in your 'My Stuff' Message: This channel is not recordable Message: <Program Name> on <Channel Name> could not be recorded as your hard disk is full Message: <Program Name> on <Channel Name> could not be recorded. Please check your Internet connection Message: <Program Name> on <Channel Name> could not be recorded as there was a recording system failure Message: <Program Name> on <Channel Name> at <Time1> - <Time 2> could not be recorded due to a conflict with the following items Message: Your recording of <Program Name> on <Channel Name> at <time> was affected by low stream quality Message: Could not record. You have too many streaming channels recording at one time Message: Could not record. You can record a maximum of 4 items Message: Could not record. You can record a maximum of 6 items Message: Could not record. You can record from a maximum of 2 channel families Message: Could not record. You can record from a maximum of 3 channel families Message: The program has already finished Video On Demand errors In this section Error Purchasing Movie/TV Show: Sorry, there was an error purchasing this movie Error: The download queue is full Message: You have already watched <program name> and have been billed for this rental Message: Fetch Box has attempted to download title a number of times and been unsuccessful Message: 0 Movie Credits - you don t have any movie credits left OR 0 TV Episode Credits You don t

5 Fetch Troubleshooting Guide 5 have any TV episode credits left OR a credit is incorrectly deducted Movies fail part way through OR Corrupted TVOD files Can t use Netflix (Gen2) (Reset/Deactivate Netflix) 161 Can t use Netflix (Gen3) (Quit/Reset/Deactivate Netflix) Issues with Stan Application, and Portal errors In this section Application freezes or is unresponsive Hardware faults In this section No power to Fetch Box Message: Hard Disk Health test failed OR Your Fetch Box Hard Disk Drive is showing errors Message: Your Fetch Box Hard Disk Drive is showing errors Message: Critical Hardware Fault Restart your Fetch Box and if the problem persists contact your Fetch Service Provider. OR Critical Hardware Fault HDD self check failed. Restart and if the problem persists contact your Fetch Service Provider. OR Critical Database and Hardware Fault - Restart your Fetch Box and if the problem persists contact your Fetch Service Provider Message: HDD Failed to mount Message: HDD is repairing, please wait Message: Your HDD repair is complete Message: HDD was unmounted Message: VOD data not ready Your VOD data structure has errors EPG errors In this section Incorrect times in EPG Message: Information Loading Message: Information Unavailable DLNA In this section DLNA Fetch Box Configuration errors In this section Error: No Internet Connection available: Your Parental PIN was not updated successfully Error: Both PINs should be identical Error: No internet connection available: We could not update your policy settings Diagnostic errors In this section Diagnostics Errors Network Setting errors In this section Error: "The number is incorrect. It needs to be between 0-255, and the first number cannot be 0. If the error persists please contact Customer Support for assistance" OR "Please enter a number between 0-255" Remote Control In this section Reset the remote control where it had been set to control a TV Remote is not changing the volume on my Fetch Box (Gen2, Gen3 remotes only) Non-responsive remote control Multiroom errors In this section Can t share recordings on connected Fetch Boxes 218 Can t share Subscription TV channels, purchases, or rentals on connected Fetch Boxes Message: Could Not Play Recording. The recording is not playable on a Gen 2 box Message: Could Not Play Recording. The recording could not be played as there is an issue with connecting to the Fetch box in your household Message: Currently being watched / Playback interrupted / Currently downloaded elsewhere

6 Fetch Troubleshooting Guide 6 In this section AT A GLANCE Fetch Box set up Cabling the Fetch Box Setup Gen3 and Mini using Wi-Fi Set up Power Line Adapters Set up Directional Wi-Fi Standard Fetch start up process (Gen1 and Gen2) Activate Fetch Box (ISP Customer) Audio Settings Set up or confirm Parental PIN Start up Channel Scan Diagnostics Standard Fetch start up process (Gen3 and Mini) Activate Fetch Box (ISP Customer) Set up the remote Audio Settings Set up or confirm Parental PIN Start up Channel Scan Diagnostics Set up Remote Control for TV Set up an additional Fetch Box (Multiroom) Start up and and activation errors Nothing shows on the screen or screen turns black on first start up Internet Connectivity Problem Issues connecting to Wi-Fi Internet Connectivity Problem Cabin in the Woods System Update Fetch Box stuck on: System Update Message: Failed Login. Failed to login to server Message: This Fetch Box has not been activated Message: Service Error. We couldn t get all the information we need to start up your Fetch box Message: Connection Error: We couldn t get all the information we need to start up your Fetch box Message: Time & Date information error Fatal Error: Could not instantiate a Hardware Interface Message: Activation Code Failed Message: Feature not available yet. Please wait. Operational errors Nothing shows on TV when Fetch Box is switched on Message: A fault was detected which requires a system repair. This will take a few moments. The Fetch Box may restart a number of times during this process. Troubleshooting Wi-Fi Issues Subscription errors Error: Could not subscribe to <Pack Name>, you must first be subscribed to <Pack Name> Error: We couldn't complete your update. There might be a problem with your connection. Please check the internet connection and try again. Please contact your ISP if the problem continues OR We couldn't complete your update. Your request can't be completed. Please contact your ISP for more information We couldn't complete your update. Please unsubscribe from any packs Error: You do not have a subscription to <Channel Name>, please press the Green button to subscribe now Channel errors Poor DVB-T reception / Some DVB-T channels not available Message: Channel stopped to allow recording. Message: Streaming issue. Please check Internet. Message: This content is blocked Message: Sleep Mode Message: This channel is about to enter sleep mode... Message: Bandwidth Low Message: Bandwidth Exceeded Warning Message: You are currently recording. To be able to scan you must stop all recordings or wait until they have completed. Recording errors Message: This Item will not record due to other series tags having a higher priority. You can change your priorities in My Stuff Message: This item will not record due to this item already existing in your 'My Stuff'. Message: This channel is not recordable Message:<program name> on <channel name> could not be recorded as your hard disk is full Message: <program name> on <channel name> could not be recorded. Please check your Internet connection. Message: <program name> on <channel name> could not be recorded as there was a recording system failure. Message: <program name> on <channel name> at <time1> - <time 2> could not be recorded due to a conflict with... Message: Your recording of <program name> on <channel name> at <time> was affected by low stream quality Message: Could not record. You have too many streaming channels recording at one time. Message: Could not record. You can record a maximum of 4 items. Message: Could not record. You can record from a maximum of 2 channel families. Message: The program has already finished

7 Fetch Troubleshooting Guide 7 In this section Video On Demand errors Error: Sorry, there was an error purchasing this movie. Please try again later Error: The Download Queue is full Message: You have already watched <program name> and have been billed Message: Fetch Box has attempted to download title a number of times and been unsuccessful Message: '0 Movie Credits' OR '0 TV Episode Credits' OR 'You don't have any movie credits left' Movies fail part way through OR Corrupted TVOD files Can't use Netflix (Gen2) (Reset/Deactivate Netflix) Can't use Netflix (Gen3) (Quit/Reset/Deactivate Netflix) Issues with Stan Application and Portal errors Application freezes or is unresponsive Hardware faults No power to Fetch Box Hard Disk Health test failed OR Your Fetch Box Hard Disk Drive is showing errors Your Fetch Box's Hard Disk Drive is showing errors. Critical Hardware Fault - please reboot and if the problem persists, contact support HDD Failed to mount HDD is repairing Your HDD repair is complete HDD was unmounted VOD data not ready - Your VOD data structure has errors Incorrect times in EPG Message: Information Loading Message: Information Unavailable EPG errors DLNA See: Fetch My Media Hub Quick Start Guide for USB Devices Fetch My Media Hub Quick Start Guide for Windows or Mac Configuration errors Error: No Internet Connection available: Your Parental PIN was not updated succesfully. Error: Both PINs should be identical. Error: No internet connection available: We could not update your policy settings. Diagnostic errors Network Setting errors Remote Control Multiroom There is a problem with your Fetch Box's internet connection Failed to join some Free-to-Air channels. Failed to join streamed channel. Hard Disk Health test failed. The number is incorrect. It needs to be between 0-255, and the first number can not be 0. If the error persists please contact Customer Support for assistance." OR "Please enter a number between Reset the Fetch remote where it had been set to control a TV Fetch Remote is not changing the volume on my Fetch Box Non-responsive Fetch remote Can't share recordings on connected Fetch boxes Can't share Subscription TV channels, purchases, or rentals on connected Fetch boxes Message: Could Not Play Recording. The recording is not playable on a Gen 2 box. Message: Could Not Play Recording. The recording could not be played as there is an issue with connecting to the Fetch box in your household. Message: Currently being watched / Playback interrupted / Currently downloaded elsewhere

8 Fetch Troubleshooting Guide 8 In this section TERMINOLOGY Term Activation Code Content Protection CPE Customer CDN EPG EST FTA FTA Channel Family Gen1 Gen2 Gen3 Hard Factory Reset Description 10 character alphanumeric code (case-sensitive) needed to activate a Fetch device. The service responsible for encryption of content so that it may only be played back on the designated service (the Fetch Box) Customer Premises Equipment includes modems, routers, access points, cabling, wall points etc. The end user who needs help with the Fetch Box or service Content Delivery Network Electronic Programming Guide Electronic Sell Through (buying Movies and TV show Seasons/Episodes) Free-to-Air TV (aka DVB-T) Channel families are channels which can be delivered through the same carrier stream / STB tuner (e.g. SBS channel family includes SBS1, SBS2, SBS HD). First generation Fetch UI or Box Second generation Fetch UI or Box Third generation Fetch UI or Box (aka Mini, Mighty) Clears all recordings, series tags, and settings from the Fetch Box Hard Factory Reset through the remote control: Restart the Fetch box. After the first Fetch splash screen appears (several seconds into the start up process), begin pressing the four colour buttons on Fetch remote control, from right to left (or bottom to top on the Gen3 remote) one after another (blue, yellow, green, red) and continue to do this until the REM/REC / (or on Gen3 Mini) light on the Fetch Box starts flashing. The box will then restart. Hard Factory Reset through the user interface: Navigate to Menu > Manage > Settings > Device Info > Options. Select the on screen option Reset Factory Settings. HLS or HTTP Live Streaming Protocol used to deliver content through adaptive bitrate streaming. The stream bitrate adjusts depending on available bandwidth. HLS Channel A linear TV channel delivered through HTTP Live Streaming. Referred to in this document as a streamed channel. Middleware Services provided by Fetch to the STB i.e. Content Catalogue, EPG, Channel listings, Content Protection etc. Mighty Third generation Fetch Box with PVR. Mini Third generation Fetch Box with streaming unit only. Multiroom Multiple STBs per household capable of sharing content. PIN 4 digit PIN needed for making purchases and accessing parental controls and other settings on the service. (aka Parental PIN). Power Line Adapters Adapters for Ethernet-over-powerline (aka PLA, PLC) Power rocker switch The on/off switch at the back of certain models of Fetch box used to turn the box on (switch to 0 ) and off (switch to - ). Power cycle Fetch box Restart the Fetch Box. Depending on the model of Fetch Box you are using, you can do this either by: switching it off and on with the power switch located at the back of the box, or switching it off and on at the wall socket (for the Fetch Box with no power rocker switch) Power cycle through the user interface:

9 Fetch Troubleshooting Guide 9 In this section Term Soft Factory Reset Splash screen Standby mode STB UI UPnP VOD Wi-Fi Description Navigate to Menu > Manage > Settings > Device Info > Options. Select the on screen option Fetch Box Restart. Clears network and channel settings Soft Factory Reset through the remote control: Restart the Fetch Box. After the first Fetch splash screen appears (several seconds into the start up process), begin pressing the four colour buttons on Fetch remote control, from left to right (or top to bottom on the Gen3 remote) one after another (red, green, yellow, blue) and continue to do this until the REM/REC / (or on Gen3 Mini) light on the Fetch Box starts flashing. The box will then restart. Soft Factory Reset through the user interface: Navigate to Menu > Manage > Settings > Device Info > Options. Select the on screen option Soft Factory Reset. A screen that displays while the Fetch Box is starting up. When the Dog s Head or Standby/Power Light Fetch Box is on. Set Top Box (aka Fetch Box) User Interface Universal Plug and Play Video On Demand Wireless connection method at the front of the Fetch Box is red, the Fetch Box is in Standby mode. When it is blue, the

10 Fetch Troubleshooting Guide 10 In this section FETCH BOX SET UP In this section Fetch Box set up Cabling the Fetch Box Setup Gen3 and Mini using Wi-Fi Set up Power Line Adapters Set up Directional Wi-Fi Standard Fetch start up process (Gen1 and Gen2) Activate Fetch Box (ISP Customer) Audio Settings Set up or confirm Parental PIN Start up Channel Scan Diagnostics Standard Fetch start up process (Gen3 and Mini) Activate Fetch Box (ISP Customer) Set up the remote Audio Settings Set up or confirm Parental PIN Start up Channel Scan Diagnostics Set up Remote Control for TV Set up an additional Fetch Box (Multiroom)

11 Fetch Troubleshooting Guide 11 Cabling the Fetch Box Cabling the Fetch Box Ask the Customer which type of Fetch box they have. Customer has Fetch box with Power Switch on back and Dog s Head LED on front. See Cabling for Fetch Box A (p12). Customer has Fetch box with no Power Switch on back and three LEDs on front. See Cabling for Fetch Box B (p14). Customer has Fetch Mighty with one Antenna port only on back and three LEDs on front. See Cabling for Fetch Box C (p16). Customer has Fetch Mini with one Antenna port only on back and three LEDs on front. See Cabling for Fetch Box C (p16).

12 Fetch Troubleshooting Guide 12 Cabling the Fetch Box Cabling for Fetch Box A (Gen1 Fetch Box) Applicable devices: Gen1 Image 1: Fetch Gen 1 Box back Image 2: Fetch Gen 1 Box front 1 Ethernet (RJ45) Cable connected to Ethernet Cable Connection on Fetch Box is now physically connected Go to step 2 back of Fetch Box, and to Modem/Router or Power Line Adapters/Directional Wi-Fi. to the network. 2 TV Antenna connected to Tuner Input on back of Fetch Box for Free- Fetch Box can receive Free-to-Air Go to step 3 to-air TV channel reception. 3 Fetch Box video connected to TV via at least one output on Fetch Box either: HDMI Output Component Video Output (Y, Pr, and B) S-Video Output (Note, cable not supplied with Fetch Box) Composite Video Output (Yellow RCA Plug) 4 Fetch Box audio connected to TV via at least one output on Fetch Box either: channels. Fetch Box video cable connected to Fetch Box and TV. Fetch Box audio cable connected to Fetch Box and TV. Go to step 4 Go to step 5

13 HDMI Output Audio Left Output and Audio Right Output (RCA) Audio (Coaxial) Jack Output SPDIF Jack Output (Optical) 5 One end of power cable plugged into power socket and other into Fetch Box power cable connected. Go to step 6 Fetch Box Power Input. 6 Power on the TV, and locate the correct input source (i.e. if you plugged the Fetch Box video connection in step 3 into the HDMI2 port on the TV, switch to HDMI2 via the TV remote control.) TV is set to correct AV inputs, ready for Fetch Box. Go to step 7 7 Switch Power rocker switch to - (rather than 0 ) to turn on the Fetch Box. Fetch Dog s Head light appears on the front of the Fetch Box within a few seconds, indicating the Fetch Box has power. No light on front of Fetch Box. 8 Watch the TV Does anything appear on the TV? Fetch Preparing System splash screen appears within 10 seconds from the Fetch Box being powered up. No splash screen appears on TV. Fetch Troubleshooting Guide 13 Go to step 8 Cabling the Fetch Box Verify power supply - go to No power to Fetch Box (p171) Fetch Box is correctly connected to TV and TV is tuned to correct AV port. Cabling complete. Go to Activate Fetch Box (p26). Go to Nothing shows on the screen or screen turns black on first start up (p48)

14 Fetch Troubleshooting Guide 14 Cabling the Fetch Box Cabling for Fetch Box B (Gen2 Fetch Box) Applicable devices: Gen2 Image 3: Fetch Gen 2 Box back Image 4: Fetch Gen 2 Box front 1 Ethernet (RJ45) Cable connected to Ethernet Cable Connection on Fetch Box should now be physically Go to step 2 back of Fetch Box, and to Modem/Router or Power Line Adapters/Directional Wi-Fi. connected to the network. 2 TV Antenna connected to Tuner Input on back of Fetch Box for Free- Fetch Box can receive Free-to-Air Go to step 3 to-air TV channel reception. 3 Fetch Box video connected to TV via at least one output on Fetch Box either: HDMI Output Composite Video Output (Yellow RCA Plug) 4 Fetch Box audio connected to TV via at least one output on Fetch Box either: HDMI Output Audio Left Output and Audio Right Output (RCA) SPDIF Jack Output (Optical) 5 One end of power cable plugged into power socket of the power adapter, and other end into the wall power socket. channels. Fetch Box video cable connected to Fetch Box and TV. Fetch Box audio cable connected to Fetch Box and TV. Go to step 4 Go to step 5 Fetch Box power cable connected. Go to step 6

15 And, connector from power adapter connected to the Fetch Box Power Input. 6 Power on the TV, and locate the correct input source (i.e. if you plugged the Fetch Box video connection in step 3 into the HDMI2 port on the TV, switch to HDMI2 via the TV remote control.) 7 Switch on the wall power socket to turn on the Fetch Box. TV is set to correct AV inputs, ready for Fetch Box. Standby/Power light should appear on the front of the Fetch Box within a few seconds, indicating the Fetch Box has power. No light on front of Fetch Box. 8 Watch the TV Does anything appear on the TV? Fetch Preparing System splash screen appears within 10 seconds from the Fetch Box being powered up. No splash screen appears on TV. Fetch Troubleshooting Guide 15 Go to step 7 Go to step 8 Cabling the Fetch Box Verify power supply - go to No power to Fetch Box (p171) Fetch Box is correctly connected to TV and TV is tuned to correct AV port. Cabling complete. Go to Activate Fetch Box (p26). Go to Nothing shows on the screen or screen turns black on first start up (p48)

16 Fetch Troubleshooting Guide 16 Cabling the Fetch Box Cabling for Fetch Box C (Gen3 and Mini Fetch Box) Applicable devices: Gen3, Mini Image 1: Fetch Mini back Image 2: Fetch Mighty back Image 3: Fetch Mini and Mighty front 1 Ethernet (RJ45) Cable connected to Ethernet Cable Connection on Fetch Box should now be physically Go to step 2 back of Fetch Box, and to Modem/Router or Power Line Adapters/Directional Wi-Fi. connected to the network. 2 TV Antenna connected to Antenna on back of Fetch Box for Freeto-Air Fetch Box can receive Free-to-Air Go to step 3 TV channel reception. channels. 3 Fetch Box video and audio connected to TV via HDMI output on Fetch Fetch Box HDMI connected to Fetch Go to step 4 Box. 4 One end of power cable plugged into power socket of the power adapter, and other end into the wall power socket. And, connector from power adapter connected to the Fetch Box Power Input. 5 Power on the TV, and locate the correct input source (i.e. if you plugged the Fetch Box video connection in step 3 into the HDMI2 port on the TV, switch to HDMI2 via the TV remote control.) Box and TV. Fetch Box power cable connected. Go to step 5 TV is set to correct AV inputs, ready for Fetch Box. Go to step 6

17 Fetch Troubleshooting Guide 17 Cabling the Fetch Box 6 Switch on the wall power socket to turn on the Fetch Box. Standby/Power light should appear Go to step 7 on the front of the Fetch Box within a few seconds, indicating the Fetch Box has power. No light on front of Fetch Box. Verify power supply - go to No power to Fetch Box (p171) 7 Watch the TV Does anything appear on the TV? Fetch Preparing System splash screen appears within 10 seconds from the Fetch Box being powered up. Fetch Box is correctly connected to TV and TV is tuned to correct AV port. Cabling complete. Go to Activate Fetch Box (p35). No splash screen appears on TV. Go to Nothing shows on the screen or screen turns black on first start up (p48)

18 Fetch Troubleshooting Guide 18 Set up Wi-Fi (Gen3, Mini) Set up Wi-Fi (Gen3, Mini) Applicable devices: Gen3, Mini Note: If the Customer is setting up multiple Fetch boxes in the household for Multiroom purposes, all boxes need to be connected to the same local network to share recordings. Multiroom may not work in complicated network setups that use different routers and IP address ranges. Image 1: Fetch Mini back Image 2: Fetch Mighty back Image 3: Gen3 network setup screen Image 3: Gen3 Wi-Fi setup screen 1 TV Antenna connected to Tuner Input on back of Fetch Box for Freeto-Air Fetch Box can receive Free-to-Air Go to step 2 TV channel reception. channels. 2 Fetch Box video and audio connected to TV via HDMI output on Fetch HDMI connected to Fetch Box and TV. Go to step 3 Box. 3 Power adapter plugged into the wall power socket. And, connector Fetch Box power cable connected. Go to step 4 from power adapter connected to the Fetch Box Power Input. 4 Power on the TV, and locate the correct input source (i.e. if you plugged the Fetch Box video connection in step 2 into the HDMI2 port on the TV, switch to HDMI2 via the TV remote control). TV is set to correct AV input, ready for Fetch Box. Go to step 5 5 Switch on the wall power socket to turn on the Fetch Box. Standby/Power light should appear Go to step 6 on the front of the Fetch Box within a few seconds. No light on front of Fetch Box. Check power supply Go to step 9

19 6 Watch the TV for Fetch Preparing System screen. Fetch Preparing System splash screen appears within 10 seconds from the Fetch Box being powered up. to step 7. 7 Select the Wi-Fi connection option on the screen. Customer to choose the Wi-Fi network and enter the password (if needed). 8 Select the + symbol at the bottom of the list of available Wi-Fi networks. To connect manually, enter the following information for the Wi-Fi network: - Network Name - Security - Encryption A message We couldn t connect your Fetch box to the Internet is shown after about 30 seconds. Fetch Troubleshooting Guide 19 Set up Wi-Fi (Gen3, Mini) Fetch Box is correctly connected to TV and TV is tuned to correct AV port. Go Go to step 7 No splash screen appears on TV. Go to step 10 Wi-Fi connects successfully and the Resolved. Wi-Fi connection complete. Fetch Box starts updating. Continue through welcome process. Customer can t connect to Wi-Fi Go to Troubleshooting Wi-Fi Issues network. (p93) Customer s Wi-Fi connection is hidden. Go to step 8 Wi-Fi connects successfully and the Resolved. Wi-Fi connection complete. Fetch Box starts updating. Continue through welcome process. The network should now appear in the list of available networks. Highlight it and enter the password to connect. 9 Check that the power adapter/cable is properly seated in both the power socket on the wall and the port on the back of the Fetch Box, and the power switch is turned on. 10 Hard Factory Reset Fetch Box: WARNING: Make Customer aware this will wipe all recordings, series tags etc. 1. Power cycle Fetch Box. 2. After first splash screen appears (about 10 seconds into the startup process), begin pressing the following keys on the remote Customer can t connect to Wi-Fi network. Power cable was not connected properly. Power cable is connected properly and switched on. Hard reset done. Fetch Box will format the hard disk, restart and try to connect to the service. Fetch start-up screens appear on the TV. Go to Troubleshooting Wi-Fi Issues (p93) Resolved. Connect cable correctly. Customer should now be directed to Network Setup screen. If not, go to step 6. Escalate to Fetch Service Provider. Resolved. Continue through welcome process.

20 Fetch Troubleshooting Guide 20 control in order: "Blue" - "Yellow" - "Green" - "Red" and continue to do this until the light on the Mighty or light on the Mini starts flashing. Once done, try reconnect to the Wi-Fi. Hard reset done. Still no start-up screens on TV. Escalate to Fetch Service Provider.

21 Fetch Troubleshooting Guide 21 Set up Power Line Adapters Set up Power Line Adapters The following set up assumes you have confirmed Internet access from the Customer s <ISP Modem/Router/CPE>. Applicable devices: Gen1, Gen2, Gen3, Mini Notes: - Power Line Adapters were referred to as PLC in older versions of this document. - If Customer is setting up multiple Fetch boxes in the household for Multiroom purposes, all boxes would need to be connected to the same local network to share recordings. Multiroom may not work in complicated network setups that use different routers and IP address ranges. Image 1: Cabling to Gen1 Fetch Box Image 2: Cabling to Gen2 Fetch Box Image 3: Cabling to modem/router 1 Most Power Line Adapters (a.k.a. Ethernet-over-powerline) are The Power Line Adapters are ready to Go to step 2 supplied in pairs, ready to use. Note: Power Line Adapters are paired in the factory so they should recognize each other. Plug both Power Line Adapters directly into an electrical socket, one at a socket next to your Fetch Box, and one at a socket next to your modem/router Note: Ensure that you do not plug into the electrical socket via a powerboard or double adapter etc. use. 2 Cabling to Fetch Box: Connect one Power Line Adapter to your Fetch Box using an Ethernet Go to step 3 cable (see Image 1/2). This is the End Point (EP). 3 Cabling to Modem/Router: Connect one other Power Line Adapter to the modem/router using an Ethernet cable (see Image 3). Power Line Adapters usually feature an Ethernet/Network LED blink to confirm data traffic. Go to step 4 4 Power cycle Fetch Box. Fetch Box starts up and logs in. Setup Complete.

22 Fetch Troubleshooting Guide 22 Set up Power Line Adapters Fetch Box starts up and loads the Go to <ISP Troubleshoot PLC Setup> Modify Network Settings screen

23 Fetch Troubleshooting Guide 23 Set up Directional Wi-Fi Set up Directional Wi-Fi Applicable devices: Gen1, Gen2 Note: If the Customer is setting up multiple Fetch boxes in the household for Multiroom purposes, all boxes need to be connected to the same local network to share recordings. Multiroom may not work in complicated network setups that use different routers and IP address ranges. The following set up assumes you have confirmed Internet access from the Customer s <ISP Modem/Router/CPE>. Image 1: Cabling to modem/router Image 2: Cabling to Fetch Box 1 1. Connect power adapters to each of the Directional Wi-Fi units, then Blue Power light on the front of the each Go to step 2 connect them to power points 2. If units are labelled AP and Client (mostly older models), ensure 'AP' is connected to your router and the 'Client' is connected to the Fetch Box. 3. Switch both power points on Directional Wi-Fi unit. 2 Plug one end of the Ethernet cable into the Directional Wi-Fi and the Go to step 3 other end into your <ISP Modem/Router/CPE>'s spare Ethernet port (see Image 1). 3 Plug one end of the Ethernet cable into the Directional Wi-Fi and the other end into your Fetch Box (see Image 2). Blue wireless light on the front of the unit Go to step 4 4 Power up the Fetch Box. Fetch Box starts up and logs in. Setup Complete. Fetch Box starts up and loads the Modify Network Settings screen. Go to <ISP Troubleshoot Directional Wi-Fi setup>

24 Fetch Troubleshooting Guide 24 Standard Fetch start up process (Gen1, Gen2) Standard Fetch start up process (Gen1, Gen2) The standard start up process for the Fetch Box is as follows: Applicable devices: Gen1, Gen2 Image 1: Preparing system Image 2: Fetch splash screen 2 Image 3: Fetch channel playback starts Image 4: Home menu Step Test/Action Result Steps if the Fetch Box fails at this point Approximate Time 1 Power to Fetch Box. Suggests no power to Fetch Box. Standby light on front panel of Fetch Box Go to No power to Fetch Box lights up. (p171). 2 Black screen. HDMI Sync #1 (576p) seconds 3 Preparing system screen (see Image 1), followed, briefly, by a Fetch splash screen which will only show on screen for a second. Loading/Preparing System HDMI Sync #2 (1080i, 720p, 576p). Go to Nothing shows on the screen or screen turns black on first start up (p48). 30-seconds 4 Black Screen. DHCP Request and response seconds 5 NET light / on front panel of Fetch Box Fetch Box has physical network Go to Internet Connectivity turns blue. connectivity (but not necessarily an Problem (p52) internet connection). 6 Fetch splash screen 2 (see Image 2). The Fetch Box is Verify connection speed using the About 1 minute Note: This screen may also be iinet Fetch or Connecting To Server process described in Internet Optus Yes TV by Fetch. Initialising Connectivity Problem (p52) Logging In Authenticating. About 1 minute into start up process.

25 Fetch Troubleshooting Guide 25 Standard Fetch start up process (Gen1, Gen2) Step Test/Action Result Steps if the Fetch Box fails at this point Loading Interface Approximate Time 7 Channel Playback starts (see Image 3). Fetch Box starts doing the following in the background: Initialising Settings Loading Channel List Retrieving Channel List Channel Listing Received Initialising Channel List Loading Entitlements Initialising Recordings Preloading EPG Data Setting up Series Tags Loading Video On Demand 8 All Fetch Box UI elements completely loaded Start up complete. (see Image 4). Note: When starting up an additional Fetch box (Gen2, Mini, or Mighty only) in the home for Multiroom purposes, a notification will show in the top right of the screen to confirm the boxes can connect over the network: Successfully connected to <Fetch Box Name>. Go to Internet Connectivity Problem (p52) Approximately 1 minute 1 minute and 40 seconds with a good internet connection. Approximately 2 minutes.

26 Fetch Troubleshooting Guide 26 Standard Fetch start up process (Gen1, Gen2) Activate Fetch Box Applicable devices: Gen1, Gen2 Before a Fetch Box can be used, it must be activated. The Activation Code is supplied during the provisioning process, and should be given to the Customer when the Fetch Box is dispatched. Note: While each Fetch box has its own unique activation code, each code can be used on any Fetch box in the household. If a box is later deactivated, other boxes activated under the removed box s code will continue to work. Image 1: Welcome screen Image 2: Activation Code entry screen 1 After first start up, the Fetch Box Welcome screen appears (see Image Activation screen appears (see Image Go to step 2 1). Press Paw button to continue. 2). 2 Enter Activation Code: 1. Customer can enter the activation code using the numbers on the on screen keyboard (Image 2). 2. Navigate to the Activate option on screen. 3. Press the Paw button on the remote control. Note: If Activation Code contains letters, make Customer aware that these are case-sensitive. Activation Successful: Message: Activation Complete Press the Paw button on the remote control to continue. Activation Unsuccessful: Message: Activation Code Failed Fetch Box will proceed to Audio Settings (p27) Go to Message: Activation Code Failed (p85)

27 Fetch Troubleshooting Guide 27 Standard Fetch start up process (Gen1, Gen2) Audio Settings Customer can choose the default audio option Stereo, or switch to 5.1 Surround Sound. Applicable devices: Gen1, Gen2 Note: Switching to Surround Sound can cause issues with HD playback on some TVs. Image 1: Audio Options 1 The Audio Settings screen appears (see Image 1). Using the remote control, the Customer can either: Customer selects the desired audio option and presses Paw button on the Go to Set up or confirm Parental PIN (p28). Press Paw button to accept the default audio option Stereo, or remote. Use arrow keys to select 5.1 Surround Sound.

28 Fetch Troubleshooting Guide 28 Standard Fetch start up process (Gen1, Gen2) Set up or confirm Parental PIN Applicable devices: Gen1, Gen2 When setting up a brand new box on the account (i.e. the first box in a new household), the Customer will be prompted to set up a Parental PIN. If the Customer has already set the PIN on their account and resets a box, or sets up an additional box for Multiroom purposes, the Customer will be prompted to confirm the existing PIN. Image 1: Confirm existing Parental PIN 1 Which Parental PIN screen appears? Customer to set a PIN. Go to step 2 Customer sees prompt to set up PIN. Customer sees prompt to confirm the existing PIN. Customer to confirm existing PIN. Go to step 3 2 Using the remote the Customer must set up a 4-digit PIN. PIN is set. 1. Enter your PIN in the first four boxes. 2. Enter the same PIN in the second four boxes. 3. Navigate down to Set PIN. 4. Press the Paw button. Error Both PINs should be identical. PIN setup complete. Go to Start up channel scan (p30) Go back to step 2 and re-enter parental PINs, being careful to enter the same PIN in both boxes. 3 Using the remote the Customer must enter their existing PIN. PIN is confirmed. PIN setup complete.

29 Fetch Troubleshooting Guide 29 Standard Fetch start up process (Gen1, Gen2) Go to Start up channel scan (p30) 1. Enter PIN in the four boxes. 2. Navigate down to Enter PIN option. 3. Press the Paw button to continue. Error Incorrect PIN. Go back to step 3 and re-enter correct PIN.

30 Fetch Troubleshooting Guide 30 Standard Fetch start up process (Gen1, Gen2) Start up channel scan The Fetch Box will try to tune and store all available DVB-T channels. Applicable devices: Gen1, Gen2 Image 1: Channel Scan in progress Image 2: Channel Scan complete - No FTA Channels Found! Image 3: Channel Scan complete - successful 1 The Channel Scan screen (see Image 1) appears. Channel Scan starts (see Image 2). Go to step 2 2 Channel Scan completes. Channel Scan finds >0 channels (see Image 3). Press Paw button on remote to continue to Diagnostics (p31). Channel Scan finds 0 channels (see Image 2). Press Paw button on remote to run the channel scan again, or use the remote to navigate across to Continue to proceed to Diagnostics (p31) and finish Welcome process.

31 Fetch Troubleshooting Guide 31 Standard Fetch start up process (Gen1, Gen2) Diagnostics On start-up, the Fetch Box will run through a set of diagnostics tests. Applicable devices: Gen1, Gen2 Note: If multiple errors occur on the diagnostics screen you should read down through the list and try to respond to the first fail. Image 1: Diagnostics test in progress Image 2: Diagnostics test complete (all passed) 1 Diagnostic tests will start to run on the Fetch Box (see All tests pass - Setup complete (see Press Paw button on remote to Finish setup. Image 1). Image 2). Some tests fail Go to step 2 2 Identify failure scenario. Internet Fail Go to Internet Connectivity Problem (p52) Free-to-Air Fail Press Paw button on remote to complete setup. Continue booting Fetch Box and when finished perform a Channel Scan. Using your remote control: 1. Press Menu button. 2. Navigate to Manage then Settings, and press the Paw button. 3. Navigate to Channels and press the Paw

32 Fetch Troubleshooting Guide 32 Standard Fetch start up process (Gen1, Gen2) button. 4. Navigate to Full Channel Scan tab, and then the Start Channel Scan option. 5. Press the Paw button. 6. Enter your Parental PIN. The channel scan will take about 3 minutes to complete. Streamed TV Fail Press Paw button on remote to complete setup. Continue starting up Fetch Box and go to Message: Streaming issue. Please check Internet. (p112). Hard Disk Health Fail Press Paw button on remote to complete setup. Continue booting Fetch Box and go to Message: Hard Disk Health test failed OR Your Fetch Box Hard Disk Drive is showing errors (p172)

33 Fetch Troubleshooting Guide 33 Standard Fetch start up process (Gen3, Mini) Standard Fetch start up process (Gen3, Mini) The standard start up process for the Fetch Box is as follows: Applicable devices: Gen3, Mini Image 1: Preparing system Image 2: Checking internet connection Image 3: Fetch splash screen Image 4: Home menu Step Test/Action Result Steps if the Fetch Box fails at this point Approximate Time 1 Power to Fetch Box. Suggests no power to Fetch Box. Standby light on front panel of Fetch Box Go to No power to Fetch Box lights up. (p171). 2 Black screen. HDMI Sync #1 (576p). Approximately 5 seconds 3 Preparing system screen (see Image 1), followed, briefly, by a Fetch splash screen which will only show on screen for a second. Loading/Preparing System HDMI Sync #2 (1080i, 720p, 576p). Go to Nothing shows on the screen or screen turns black on first start up (p48). Approximately 7 seconds 4 Black screen. DHCP Request and response. Approximately 10 seconds 5 NET light / on front panel of Fetch Box Fetch Box has physical network Go to Internet Connectivity Approximately 1 second turns blue. connectivity (but not necessarily an Problem (p52). internet connection). 6 Checking internet connection screen (see Internet connectivity confirmed. Network setup screen presented. Approximately 2 seconds Image 2). 7 Fetch splash screen (see Image 3). The Fetch Box is Verify connection speed using the Approximately 5 seconds Note: This screen may also be iinet Fetch or Connecting To Server process described in Internet Optus Yes TV by Fetch. Initialising Connectivity Problem (p52). Logging In

34 Fetch Troubleshooting Guide 34 Standard Fetch start up process (Gen3, Mini) Step Test/Action Result Steps if the Fetch Box fails at this point Authenticating. Loading Interface Approximate Time 8 Channel Playback starts. Fetch Box starts doing the following in the background: Initialising Settings Loading Channel List Retrieving Channel List Channel Listing Received Initialising Channel List Loading Entitlements Initialising Recordings Preloading EPG Data Setting up Series Tags Loading Video On Demand 9 All Fetch Box UI elements completely loaded Start up complete (see Image 4). Note: When starting up an additional Fetch box in the home for Multiroom purposes (Gen2, Mini, or Mighty only), a notification will show in the top right of the screen to confirm the boxes can connect over the network: Successfully connected to <Fetch Box Name>. Go to Internet Connectivity Problem (p52). Approximately 6 seconds Approximately 9 seconds. Total start up time around 45 seconds.

35 Fetch Troubleshooting Guide 35 Standard Fetch start up process (Gen3, Mini) Activate Fetch Box Applicable devices: Gen3, Mini Before a Fetch Box can be used, it must be activated. The Activation Code is supplied during the provisioning process, and should be given to the Customer when the Fetch Box is dispatched. Note: While each Fetch box has its own unique activation code, each code can be used on any Fetch box in the household. If a box is later deactivated, other boxes activated under the removed box s code will continue to work. Image 1: Welcome screen Image 2: Activation Code entry screen Image 3: Activation Complete 1 After first start up, the Fetch Box Welcome screen appears (see Image Activation screen appears (see Image Go to step 2 1). Press Paw button to continue. 2). 2 Enter Activation Code: 1. Customer can enter the activation code with the on screen keyboard by using the arrow and Paw buttons on the remote control. 2. Navigate to the Continue button on screen. 3. Press the Paw button on the remote control. Note: If Activation Code contains letters, make Customer aware that these are case-sensitive. Activation Successful: Press the Paw button on the remote control to continue. Activation Unsuccessful: Message: Incorrect Activation Code Fetch Box will proceed to Set up the remote (p36) Go to Message: Activation Code Failed (p85)

36 Fetch Troubleshooting Guide 36 Standard Fetch start up process (Gen3, Mini) Set up the remote The Customer can choose to setup universal remote functionality to enable control of their TV via the Fetch remote. Applicable devices: Gen3, Mini Image 1: Remote set up screen Image 2: Automatic Remote Set up Image 3: Manual Remote Set up 1 The Setup up Remote screen appears (see Image 1). Using the Customer presses Paw button on the Go to step 2 remote, the Customer selects Set up remote now. remote. 2 Customer scrolls down list of TV brands and selects the brand they are using (see Image 2). Instructions for setting up universal remote on that brand of TV are shown. Go to step 3 Note: If Customer does not want to set up universal remote, they can select Set up later to skip to next step of Welcome process. Customer s brand of TV is not shown. Select Can t find TV Type? Open Universal Remote Set-up and follow instructions (see Image 3). When done, go to step 3. 3 Select Yes, got it working option. Successful setup of remote. Fetch will proceed to Audio Settings (p37)

37 Fetch Troubleshooting Guide 37 Standard Fetch start up process (Gen3, Mini) Audio Settings Customer can choose the default audio option Stereo, or switch to Surround Sound 5.1. Applicable devices: Gen3, Mini Note: Switching to Surround Sound can cause issues with HD playback on some TVs. Image 1: Audio Options 1 The Audio Settings screen appears (see Image 1). Using the remote control, the Customer can either: Customer selects the desired audio option and presses Paw button on the Go to Set up or confirm Parental PIN (p38) Use the arrow keys and then press Paw button on Continue to accept the default audio option Stereo, or Continue button. Press Paw button to select Surround Sound 5.1, and then press Continue.

38 Fetch Troubleshooting Guide 38 Standard Fetch start up process (Gen3, Mini) Set up or confirm Parental PIN Applicable devices: Gen3, Mini When setting up a brand new box on the account (i.e. the first box in a new household), the Customer will be prompted to set up a Parental PIN. If the Customer has already set the PIN on their account and resets a box, or sets up an additional box for Multiroom purposes, the Customer will be prompted to confirm the existing PIN. Image 1: Confirm existing PIN 1 Which Parental PIN screen appears? Customer to set a PIN. Go to step 2 Customer sees prompt to set up PIN. Customer sees prompt to confirm the existing PIN. Customer to confirm existing PIN. Go to step 3 2 Using the remote the Customer must set up a 4-digit PIN. PIN is set. 1. Enter your PIN in the first four boxes. 2. Enter the same PIN in the second four boxes. 3. Navigate down to Set PIN. 4. Press the Paw button. Note: To show numbers on Gen3 remote, press light up and you can use them to enter the PIN., the numbers will Error Both PINs should be identical. PIN setup complete. Go to Start up channel scan (p40) Go back to step 2 and re-enter PINs, being careful to enter the same PIN in

39 Fetch Troubleshooting Guide 39 Standard Fetch start up process (Gen3, Mini) both boxes. 3 Using the remote the Customer must enter their existing PIN. 1. Enter PIN in the four boxes. 2. Navigate down to Enter PIN option. 3. Press the Paw button to continue. PIN is confirmed. PIN setup complete. Go to Start up channel scan (p40) Note: To show numbers on Gen3 remote, press light up and you can use them to enter the PIN., the numbers will Error Incorrect PIN. Go back to step 3 and re-enter PIN associated with account.

40 Fetch Troubleshooting Guide 40 Standard Fetch start up process (Gen3, Mini) Start up channel scan The Fetch Box will try to tune and store all available DVB-T channels. Applicable devices: Gen3, Mini Image 1: Channel Scan in progress Image 2: Channel Scan complete - No FTA Channels Found! Image 3: Channel Scan complete - successful 1 The Channel Scan screen (see Image 1) appears. Channel Scan starts (see Image 1) Go to step 2 2 Channel Scan completes Channel Scan finds >0 channels (see Image 3) Press Paw button on remote to continue to Diagnostics (p41) Channel Scan finds 0 channels (see Image 2) Press Paw button on remote to run the channel scan again, or use the remote to navigate across to Continue to proceed to Diagnostics (p41) and finish Welcome process.

41 Fetch Troubleshooting Guide 41 Standard Fetch start up process (Gen3, Mini) Diagnostics On start up, the Fetch Box will run through a set of diagnostics tests. Applicable devices: Gen3, Mini Note: If multiple errors occur on the diagnostics screen you should read down through the list and try to respond to the first fail. Image 1: Diagnostics test in progress Image 2: Diagnostics test complete (all passed) Image 3: Diagnostics on Mini (Hard Disk Health test not available) 1 Diagnostic tests will start to run on the Fetch Box (see All tests pass - Setup complete (see Press Paw button on remote to Finish setup. Image 1). Image 2) displays Some tests fail Go to step 2 2 Identify failure scenario. Internet Fail Go to Internet Connectivity Problem (p52) Free-to-Air Fail Press Paw button on remote to complete setup. Continue booting Fetch Box and when finished perform a Channel Scan. Using your remote control: 1. Press Menu button. 2. Navigate to Manage then Settings, and press the Paw button.

42 Fetch Troubleshooting Guide 42 Standard Fetch start up process (Gen3, Mini) 3. Navigate to Channels and press the Paw button. 4. Navigate to Full Channel Scan tab, and then the Start Channel Scan option. 5. Press the Paw button. 6. Enter your Parental PIN. The channel scan will take about 3 minutes to complete. Streamed TV Fail Press Paw button on remote to complete setup. Hard Disk Health Fail Note: Not available on Fetch Mini. Continue starting up Fetch Box and go to Message: Streaming issue. Please check Internet. (p112). Press Paw button on remote to complete setup. Continue booting Fetch Box and go to Message: Hard Disk Health test failed OR Your Fetch Box Hard Disk Drive is showing errors (p172)

43 Fetch Troubleshooting Guide 43 Set up Remote Control for TV Set up Remote Control for TV Applicable devices: Gen1, Gen2, Gen3, Mini Image 1: Manage > Settings > Remote Control Image 2: Gen3 and Mini Remote Settings Image 3: Gen1 and Gen2 Remote Settings 1 Go to the Remote Control set up screen: Remote Control screen loads (see Go to step 2 1. On the remote, press the Menu button. 2. Use arrow keys to navigate to Manage then Settings. 3. Press the Paw button. 4. Use arrow keys to navigate to Remote Control (see Image 1). 5. Press the Paw button. Image 2). 2 Select the Fetch remote that matches what the Customer is using. Customer has Gen2 or Gen3 remote. Go to step 3 Gen3: Remote Control > Remote Set Up Gen2: Other Remote Controls > Remote Set Up Gen2: Other Remote Controls > Direct remote set up Gen1: Other Remote Controls > Direct remote Set Up 3 Proceed with Remote Set Up. - On Gen2 remote, hold down Simple Setup for 3 seconds. Customer has Gen1 remote. Go to step 6 To show the remote is in Simple Go to step 4 Remote Set Up mode: - On Gen2 remote TV button

44 - On Gen3 remote hold down Numeric Mode for 3 will flash once, then, after a pause, twice more. seconds. - On Gen3 remote, LED at top of remote will flash twice. Fetch Troubleshooting Guide 44 Set up Remote Control for TV 4 Is the Customer s brand of TV shown in the Remote Set Up list? If yes, Customer holds down the number next to their brand of TV. Note: Pressing any key other than a number key at this point takes the remote out of Remote Set Up mode. Keep holding the number until TV turns off. As soon as TV turns off, stop pressing the number on the remote. Go to step 5 5 Press the TV power button to turn the TV back on. TV does not turn off. Go to step 6 Customer s brand of TV is not in the Go to step 6 list. TV turns back on. Setup Complete. TIP: On Gen3 remote, press to activate TV button. 6 Proceed with Direct Remote Set Up. Download the Universal Remote Set Up guide from and find the Customer s TV brand and related codes in the list. 7 On Gen1 remote: Hold down the? / RC Setup button for 3 seconds. On Gen2 remote: Hold down? button for 3 seconds. On Gen3 remote: Hold down the Back and Exit buttons TV does not turn on. Restart from step 1 Customer finds list of codes for their Go to step 7 TV. Remote is in Direct Remote Set Up mode. simultaneously for 3 seconds. 8 On remote, press the first of the 4 digit codes for the brand of TV. If code is valid, TV power button on the Gen1/Gen2 remote or LED at top of Gen3 remote flashes twice. 9 Press TV power button on remote to turn your TV off and back on. Code is invalid, TV power button on the Gen1/Gen2 remote or LED at top of Gen3 remote flashes once only on the last digit entry. TV turns on. Go to step 8 Go to step 9 Repeat from step 7 Setup Complete. TIP: On Gen3 remote, press to activate TV button. TV does not turn on. Repeat from step 7, using the next

45 Fetch Troubleshooting Guide 45 Set up Remote Control for TV code on the list for the Customer s TV brand. If you do not find a code that works with your TV, the Fetch remote does not support your TV.

46 Fetch Troubleshooting Guide 46 Set up an additional Fetch Box (Multiroom) Set up an additional Fetch Box (Multiroom) Applicable devices: Gen2, Gen3, Mini If the Customer has ordered another Fetch box to use for Multiroom purposes, they would need to follow the same cabling instructions to set it up in the other room in their home, and follow the steps in the Welcome screen. Multiroom boxes will connect automatically on start up. Basic requirements for Multiroom to work: All boxes must be provisioned under the same household with the Fetch Service Provider. Customers can connect up to 3 boxes (a mix of Gen2, Mighty, and Mini) in different rooms (excluding Gen1 boxes). All boxes must be powered on and connected to the Internet. All boxes need to be connected to the same local network physically and logically for both boxes to see or share recordings (won t work if the network is set up with different routers and IP address ranges). Sharing Options need to be selected at Menu > Manage > Settings > Multiroom > Options on each box. The Customer s modem must be UPnP (Universal Plug and Play) compatible. Once boxes are connected, Customers can share the following: 1. Recordings: Set a recording on the Mighty or Gen 2 to watch back on a Mini or another Mighty or Gen 2 in another room in the house. 2. Channel Pack subscriptions: If a Customer is subscribed to a Channel Pack, they can watch those channels on the second box in another room in the house. 3. Movie Store rentals and purchases: Renting or buying a movie on one box means they can watch it on any connected box. They will only pay the one rental or purchase fee. Customers can only watch a specific rental or purchased movie on one device at a time. 4. TV Store purchases: Similar to the Movie Store, if Customers purchase a TV Show on one box, they can watch it on any other connected box. Customers can only watch a specific purchased TV show episode on one device at a time. For troubleshooting specific issues relating to Multiroom, see the section Multiroom errors, p217.

47 Fetch Troubleshooting Guide 47 In this section START UP AND ACTIVATION ERRORS In this section Start up and and activation errors Nothing shows on the screen or screen turns black on first start up Internet Connectivity Problem Issues connecting to Wi-Fi Internet Connectivity Problem Cabin in the Woods System Update Fetch Box stuck on: System Update Message: Failed Login. Failed to login to server Message: This Fetch Box has not been activated Message: Service Error. We couldn t get all the information we need to start up your Fetch Box Message: Connection Error: We couldn t get all the information we need to start up your Fetch Box Message: Time & Date information error Fatal Error: Could not instantiate a Hardware Interface Message: Activation Code Failed Message: Feature not available yet. Please wait.

48 Fetch Troubleshooting Guide 48 Nothing shows on the screen or screen turns black on first start up Nothing shows on the screen or screen turns black on first start up Symptom TV screen doesn t show anything on first starting up the Fetch Box. Shows Preparing system initially, but turns black indefinitely. Applicable devices: Gen1, Gen2, Gen3, Mini Solution Find the correct AV/Input source channel for the Customer s TV or troubleshoot Internet connection issue preventing Fetch Box from booting correctly. Image 1: Preparing system Image 2: Audio Visual settings 1 Make sure the Fetch Box is correctly cabled. See Cabling the Fetch Fetch Box has a video and audio Go to step 2 Box (p11). connection to the TV. 2 Customer selects AV setting on TV matching the location that cables TV is set to correct AV input. Go to step 3 are coming from on Fetch Box. 3 Power up the Fetch Box. Customer sees Preparing System splash screen (see Image 1) within ten Correct AV selected. Continue starting up Fetch Box. seconds of powering up Fetch Box. Customer does not see initial splash Go to step 4

49 screen within ten seconds of powering up Fetch Box or it disappears and presents an indefinite black screen. 4 Ask the Customer to run a speed test to check they have enough bandwidth: Connection speed Greater than 1.5Mbps? Fetch Troubleshooting Guide 49 Nothing shows on the screen or screen turns black on first start up Plug Ethernet cable back into the Fetch Box and go to step 5 1. Go to 2. Run speed test 3. Ask Customer to report back results Connect Fetch Box to TV with an alternative video cable (i.e. if the box was connected via HDMI, connect it to the TV via Component* or Composite Video** connection cables). Customer should leave original cable plugged in for further troubleshooting at step On the TV, select the AV input setting to match the new cable connection (i.e. Component* or Composite). 3. Restart the Fetch Box. *Note: Gen1 Fetch Box only; **Note: Gen2 Fetch Box only. Note: 3Mbps is the recommended minimum available bandwidth for the first Fetch box in the house and 2Mbps for each additional box. If the Customer has 3 connected Fetch boxes they re using for Multiroom purposes, 7Mbps would therefore be the total recommended minimum available bandwidth. Connection speed Less than 1.5Mbps Note: Fetch Box may still boot with minimum of 128kbps. Customer sees a Preparing System splash screen (see Image 1), before the screen goes black. Customer does not see the initial splash screen within 10 seconds of powering up the Fetch Box. Ask Customer to stop any other processes that might be limiting their network bandwidth, like any activity on all other computers and Internet enabled devices in the home. If Customer can t get >1.5Mbps with nothing else running on the network <ISP Speed troubleshooting> Continue starting up Fetch Box. Go to step 7 to troubleshoot video settings for non-working video input. Go to step 6

50 Fetch Troubleshooting Guide 50 Nothing shows on the screen or screen turns black on first start up 6 Hard Factory Reset Fetch Box: Hard reset performed. Problem Solved WARNING: Make Customer aware this will wipe all recordings, series Fetch Box will restart and try to tags etc. login. Note: After the box reboots the 1. Power cycle Fetch Box. 2. After first splash screen appears (approximately 10 seconds into the start up process), begin pressing the following keys on the remote control in order: "Blue" - "Yellow" - "Green" - "Red" and continue to do this until After a minute, Customer sees a brief Fetch Preparing System splash screen (see Image 1) within 10 seconds of powering up the Fetch Box. Customer will be presented with the Welcome screen, where they will be asked to: 1. Activate their Fetch Box 2. Set audio settings the REM/REC light / / on the Fetch Box starts flashing. 3. Confirm Parental PIN 4. Perform a channel scan 7 Troubleshoot non-working input i.e. if HDMI settings failed but Composite worked, try the following: 1. Start up the Fetch Box with multiple Video input cable connections (i.e. HDMI and Composite). 2. On the remote, press the Menu button. 3. Use the arrow keys to navigate to Manage then Settings. 4. Use the arrow keys to navigate to Audio & Visual. 5. Press the Paw button. 6. Navigate down to Display Resolution you can use the arrows at either side to select a different display setting for the Fetch Box (e.g. if currently set to 1080i@50Hz, set to PAL ). 7. Once you have selected the new setting, navigate to the Confirm button. A dialogue box will appear asking you to confirm changes (or they will revert in 10 seconds) 8. Press the Paw button to confirm setting change (if it is working). 9. Switch TV to previously non-working Video input. Repeat Steps 6-9 in this list, as needed, to identify the best Display Options. Customer does not see initial splash screen within 60 seconds of restarting Fetch Box. Fetch Box screen visible on formerly non-working input. Customer can t see screen on one of their two AV settings. 8 Test connection with a replacement cable. Customer sees Fetch screens on formerly non-working AV input. Customer does not see Fetch screens. 5. Run a Diagnostics check Can the Customer test on another TV/Monitor? If so, repeat steps 1-3 on other device, if not, replace Fetch Box. Problem Solved Go to step 8 Problem Solved Advise Customer to use Working AV

51 Fetch Troubleshooting Guide 51 Nothing shows on the screen or screen turns black on first start up input. Request Customer TV make and model, and input type that is not working correctly ISP to provide this detail to Fetch via Trak.

52 Fetch Troubleshooting Guide 52 Internet Connectivity Problem Internet Connectivity Problem Applicable devices: Gen1, Gen2, Gen3, Mini This screen appears when the Fetch Box has no Internet connection and the Customer hasn t started the Fetch Box before and cached required data. Symptom Fetch Box won t start up Message: Internet Connectivity Problem or We couldn t connect your Fetch box to the Internet Image 1: Internet Connectivity Problem Image 2: Modify Network Settings Image 3: Gen3 and Mini network setup screen Solution Check if the Customer has an active Internet connection. 1 Does the Customer have an active Internet connection (i.e. can they Yes, Customer can browse Internet Go to step 2 browse the Internet from a PC connected to the <ISP Modem/Router/CPE>? from PC on same network. 2 Power Cycle Fetch Box, CPE and try to reconnect to Internet on Fetch. The Fetch box can now connect to the Problem Solved. Internet. The Fetch box still can t connect to the Go to step 3 Internet. 3 Is the Customer using a Wi-Fi or Ethernet connection to their CPE? Wi-Fi Connection Go to Troubleshooting Wi-Fi Issues

53 (p93) Ethernet Connection Go to step 4 4 What version of the Fetch Box is the Customer using? Gen3 or Mini Go to step 5 Gen1 or Gen2 Go to step 6 5 Force a reconnection by selecting Wired connection (Ethernet) and then followed by Try to Connect. 6 Using a laptop: 1. Switch off Wi-Fi on laptop. 2. Unplug the Ethernet cable from the back of the Fetch Box. 3. Plug this cable into the laptop Ethernet port. The Customer sees a tick next to Connection Status and the box enters the start up process. The Fetch Box does not progress beyond the Internet connectivity error screen. Yes, Customer can browse Internet from laptop using the Fetch Box physical connection. Fetch Troubleshooting Guide 53 Problem Solved. Go to step 6 Internet Connectivity Problem Verify speed of connection - Go to step 7 Can the Customer browse the Internet using the Ethernet cable that had been plugged into the back of the Fetch Box? 7 Speed Test Ask the Customer to perform a speed test to verify that they have sufficient bandwidth available: 1. Go to 2. Run speed test 3. Ask Customer to report back results. No, Customer cannot browse Internet from laptop using Fetch Box physical connection, or can t run test. Connection speed Greater than 1.5Mbps. Note: 3Mbps is the recommended minimum available bandwidth for the first Fetch box in the house and 2Mbps for each additional box. If the Customer has 3 connected Fetch boxes they re using for Multiroom purposes, 7Mbps would therefore be the total recommended minimum available bandwidth. Connection speed Less than 1.5Mbps Note: Fetch Box may still boot with Go to step 7 Plug Ethernet cable back into the Fetch Box and go to step 8. Ask Customer stop any other processes that might be limiting their network bandwidth, including any activity on all other computers and Internet enabled

54 minimum of 128kbps. devices in the home. Fetch Troubleshooting Guide 54 Internet Connectivity Problem 8 Repeat Speed Test, but this time with the laptop directly connected to the Customer s Modem/Router: 1. Go to 2. Run speed test 3. Ask Customer to report back results. 9 If using Power Line Adapters or directional Wi-Fi, remove these and connect the <ISP Modem/Router/CPE> directly to the Fetch Box using an Ethernet cable. 10 Restart the Fetch Box. - For Gen1 Fetch Box, turn off at the switch on the back, wait 10 seconds, then switch it back on. - For Gen2, Gen3 or Mini Fetch Box, unplug the power from the Fetch Box and wait 10 seconds before reinserting. Connection speed Greater than 1.5Mbps Connection speed Less than 1.5Mbps Note: Fetch Box may still boot with minimum of 128kbps. Fetch Box starts up. Fetch Box restarts and goes to Service Error screen. NET / light turns blue, indicating that Fetch Box has a physical network connection and an IP address. If Customer cannot achieve >1.5Mbps with nothing else running on the network <ISP Speed troubleshooting> Limited bandwidth available between router and Fetch Box. Consider alternative connection options to existing Wi-Fi or Power Line Adapters (e.g. direct Ethernet connection) or look at troubleshooting Wi-Fi or Power Line Adapters. Go to step 9. Customer may not have sufficient bandwidth to run the service. Please contact your Fetch Service Provider. Problem Solved. Troubleshoot Issues with <ISP Cabling, PLA or Directional Wi-Fi> (see Image 1) or continue using Fetch Box via direct Ethernet connection. Go to step 10 Go to step 11 Does the NET / light on the Fetch Box turn blue within 90

55 seconds of restart? 11 At the Service Error screen: Gen1 and Gen2 1. Navigate to the Network Settings option. 2. Press the Paw button. Gen3 1. Use the arrow keys on the remote to navigate to the Wired connection (Ethernet) option. 2. Press the Paw button. 3. Navigate to the Network Settings option. 4. Press the Paw button. NET / light stays red, indicating the Fetch Box has either no physical network connection or is not receiving an IP address. Fetch Box is set to Automatic Fetch Troubleshooting Guide 55 Internet Connectivity Problem Replace Ethernet Cable, and repeat step 10. Go to step 11 Confirm that <ISP Modem/Router/CPE has a DHCP server enabled> Using the remote control, select the Restart option on the screen. Go to step 12. On the updated screen, is Automatic or Manual Settings selected? Fetch Box is set to Manual Settings Use the arrow keys on the remote to select the Automatic on screen option and press the Paw button. Navigate to the Restart option on the screen, and then press the Paw button. The Fetch Box will restart. 12 Fetch Box restarts (around 3 minutes). Fetch Box restarts and logs in. Problem Solved. 13 Soft Factory Reset Fetch Box: 1. Power cycle Fetch Box. 2. After the first splash screen has appeared (several seconds into the start up process), begin pressing the following keys on the remote control in order: Red Green Yellow Blue, and continue to do this until Fetch Box restarts and returns to Modify Network Settings screen. Fetch Box is soft reset, clearing channel and network settings. Fetch Box will restart and try to login. Go to step 13 Go to step 14

56 Fetch Troubleshooting Guide 56 Internet Connectivity Problem the REM/REC / / light on the Fetch Box starts flashing. 14 Fetch Box restarts (around 3 minutes). Fetch Box restarts and logs in. Problem Solved. Note: If Fetch Box has previously been activated, when it restarts the Customer will need to perform a Channel Scan. 15 Hard Factory Reset Fetch Box: WARNING: Make Customer aware this will wipe all recordings, series tags etc. 1. Power cycle Fetch Box. 2. After first splash screen appears (approximately 10 seconds into the start up process), begin pressing the following keys on the remote control in order: "Blue" - "Yellow" - "Green" - "Red" and continue to do this until the REM/REC / / light on the Fetch Box starts flashing. Fetch Box restarts and goes back to Modify Network Settings screen. Hard reset performed, wiping all Fetch Box settings. Fetch Box will restart and try to login. Using your remote control: 1. Press Menu button. 2. Navigate to Manage then Settings, and press Paw button. 3. Navigate to Channels and press Paw button. 4. Navigate to Full Channel Scan tab, and then the Start Channel Scan option. 5. Press the Paw button 6. Enter your Parental PIN. The channel scan will take about 3 minutes to complete. Go to step 15 Note: After the box reboots the Customer will be presented with the Welcome screen, where they will be asked to: 1. Activate their Fetch Box 2. Set audio settings 3. Confirm Parental PIN 4. Perform a channel scan 5. Run a Diagnostics check Go to step Fetch Box restarts (around 3 minutes). Restart successful. Problem Solved. Fetch Box restarts and goes back to Escalate to Fetch Service Provider to

57 Fetch Troubleshooting Guide 57 Internet Connectivity Problem Modify Network Settings screen. authorise return of Fetch Box with Fetch.

58 Fetch Troubleshooting Guide 58 Issues connecting to Wi-Fi Issues connecting to Wi-Fi Symptom Solution The Fetch Box displays a Connection Error when trying to connect to Wi-Fi. Applicable devices: Gen3, Mini Check the Wi-Fi signal, retry connecting to the Wi-Fi network, ensure credentials are being entered correctly, check the network using an alternate device. Image 1: Connection Error 1 Is the Fetch Box showing a signal for the Wi-Fi network? The Customer s Wi-Fi connection is not Go to step 2 showing in the list. The Wi-Fi network is hidden. Go to step 3 The Wi-Fi network is showing in the list. Go to step 4 2 Refresh the Wi-Fi networks available by selecting the option. The Wi-Fi network is now displayed in Go to step 4 the list. The Wi-Fi network is still not displayed Go to step 3 correctly in the list. 3 Select option at the bottom of the list of available Wi-Fi networks. The Wi-Fi is connected successfully. Wi-Fi connection complete. Problem Enter the following information for your Wi-Fi network to manually Solved. connect: - Network Name - Security

59 - Encryption Fetch Troubleshooting Guide 59 Issues connecting to Wi-Fi The network should now appear in the list of available networks. Highlight it and enter your password to connect. 4 Retry connecting to the Wi-Fi network, ensure that the correct credentials are used to connect. 5 Try connecting to the Wi-Fi network using an alternate device, e.g. Mobile Device. The Wi-Fi is still unable to connect. Go to step 4 The Wi-Fi is connected successfully. Problem Solved The Wi-Fi is still unable to connect. Go to step 5 The Wi-Fi is connected successfully. Go to step 6 The Wi-Fi is still unable to connect. There may be an issue with the wireless network. You may need to contact the device manufacturer for further assistance. 6 Soft Factory Reset Fetch Box: 1. Power cycle Fetch Box. 2. After the first splash screen has appeared (several seconds into the start up process), begin pressing the following keys on the remote control in order: Red Green Yellow Blue, and continue to do this until the REM/REC / light on the Fetch Box starts flashing. Fetch Box is soft reset, clearing channel and network settings. The Wi-Fi is connected successfully. See Troubleshooting Wi-Fi Issues (p93) for more information. Problem Solved Once complete, attempt to reconnect to the Wi-Fi. 7 Hard Factory Reset Fetch Box: WARNING: Make Customer aware this will wipe all recordings, series tags etc. 1. Power cycle Fetch Box. 2. After first splash screen appears (approximately 10 seconds into the start up process), begin pressing the following keys on the remote control in order: "Blue" - "Yellow" - "Green" - "Red" and continue to do this until the The Wi-Fi is still unable to connect. Go to step 7 Hard reset performed. Fetch Box will Problem Solved format the hard disk, restart and try to login. The Wi-Fi is connected successfully.

60 Fetch Troubleshooting Guide 60 Issues connecting to Wi-Fi REM/REC / light on the Fetch Box starts flashing. Once complete, try to reconnect to the Wi-Fi. The Wi-Fi is still unable to connect. Advise Customer they can try connecting via Ethernet. Escalate to Fetch Service Provider to authorise return of Fetch Box with Fetch.

61 Fetch Troubleshooting Guide 61 Internet Connectivity Problem Cabin in the Woods (Fetch Box locked) Internet Connectivity Problem Cabin in the Woods (Fetch Box locked) Applicable devices: Gen1, Gen2, Gen3, Mini This screen will appear when the Fetch Box does not have an Internet connection and the Customer has previously booted the Fetch Box (but not recently / not cached required data). Symptom Fetch Box won t start up Message: No internet connection (Fetch Box locked) We couldn t start up your Fetch Box. You appear to have no internet connection and you have exceeded the amount of time you can start up without logging in. Image 1: Internet Connectivity Problem Image 2: Modify Network Settings Solution Check if the Customer has an active Internet connection. 1 Does the Customer have an active Internet connection (i.e. can they Yes, Customer can browse Internet Go to step 2 browse the Internet from a PC connected to the <ISP Modem/Router/CPE>? from PC on same network. No Go to <ISP Modem / Router troubleshooting> 2 Using a laptop. Yes, Customer can browse Internet Verify speed of connection - Go to step

62 Fetch Troubleshooting Guide 62 Internet Connectivity Problem Cabin in the Woods (Fetch Box locked) 1. Switch off Wi-Fi on laptop. 2. Unplug the Ethernet cable from the back of the Fetch Box. 3. Plug this cable into the laptop Ethernet port. from laptop using the Fetch Box physical connection. 3 Can the Customer browse the Internet using the Ethernet cable that had been plugged into the back of the Fetch Box? 3 Speed Test Ask the Customer to perform a speed test to verify that they have sufficient bandwidth available: 1. Go to 2. Run speed test 3. Ask Customer to report back results. 4 If using Power Line Adapters or directional Wi-Fi, remove these and connect the <ISP Modem/Router/CPE> directly to the Fetch Box using an Ethernet cable. No, Customer cannot browse Internet from laptop using Fetch Box physical connection, or cannot perform this test. Connection speed Greater than 1.5Mbps? Note: 3Mbps is the recommended minimum available bandwidth for the first Fetch box in the house and 2Mbps for each additional box. If the Customer has 3 connected Fetch boxes they re using for Multiroom purposes, 7Mbps would therefore be the total recommended minimum available bandwidth. Connection speed Less than 1.5Mbps Note: Fetch Box may still boot with minimum of 128kbps. Fetch Box starts up. Go to step 4 Plug Ethernet cable back into the Fetch Box and go to step 5 Ask Customer to stop any other processes that might be limiting their network bandwidth, including any activity on all other computers and Internet enabled devices in the home. If Customer cannot achieve >1.5Mbps with nothing else running on the network <ISP Speed troubleshooting> Problem Solved. Troubleshoot Issues with <ISP Cabling, Power Line Adapters or Directional Wi- Fi> or continue using Fetch Box via

63 Fetch Troubleshooting Guide 63 Internet Connectivity Problem Cabin in the Woods (Fetch Box locked) direct Ethernet connection. Fetch Box restarts and goes to Service Error screen. Go to step 5 5 Restart the Fetch Box. - For Gen1 Fetch Box, turn off at the switch on the back, wait 10 seconds, then switch it back on. - For Gen2/Gen3/Mini Fetch Box, unplug the power from the Fetch Box and wait 10 seconds before reinserting. Does the NET / of restart? light on the Fetch Box turn blue within 90 seconds 6 At the Service Error screen: 1. Use arrow keys on remote to go to the Network Settings option. 2. Press the Paw button. On the updated page, is Automatic or Manual Settings selected? NET / light turns blue, indicating that Fetch Box has a physical network connection and an IP address. NET / light stays red, indicating the Fetch Box has either no physical network connection or is not receiving an IP address. Fetch is set to Automatic (see Image 2). Fetch is set to Manual Settings. Go to step 6 Replace Ethernet Cable, and repeat step 4. Go to step 6 7 Fetch Box restarts (around 3 minutes). Fetch Box restarts and logs in. Problem Solved. Fetch Box restarts and returns to Go to step 8 Modify Network Settings screen. 8 Soft Factory Reset Fetch Box: 1. Power cycle Fetch Box. 2. After the first splash screen has appeared (several seconds into the start up process), begin pressing the following keys on the remote control in order: Red Green Yellow Blue, and continue to do this until Fetch Box is soft reset, clearing channel and network settings. Fetch Box will restart and try to login. Go to step 9 the REM/REC / / light on the Fetch Box starts flashing. 9 Fetch Box restarts (around 3 minutes). Fetch Box restarts and logs in. Problem Solved. Confirm that <ISP Modem/Router/CPE has a DHCP server enabled> Using the remote control, select Restart. Go to Step 7 Use the arrow keys on the remote to select Automatic on screen option and press the Paw button. Navigate to Restart option on screen, and then press the Paw button.

64 Fetch Troubleshooting Guide 64 Internet Connectivity Problem Cabin in the Woods (Fetch Box locked) Note: If Fetch Box has previously been activated, when it restarts the Customer will need to perform a Channel Scan. 10 Hard Factory Reset Fetch Box: WARNING: Make Customer aware this will wipe all recordings, series tags etc. 1. Power cycle Fetch Box. 2. After first splash screen appears (approximately 10 seconds into the start up process), begin pressing the following keys on the remote control in order: "Blue" - "Yellow" - "Green" - "Red" and continue to do this until the Fetch Box restarts and goes back to Modify Network Settings screen. Hard reset performed, wiping all Fetch Box settings. Fetch Box will restart and try to login. Using your remote control: 1. Press Menu button. 2. Navigate to Manage then Settings, and press Paw button. 3. Navigate to Channels and press Paw button. 4. Navigate to Full Channel Scan tab, and then the Start Channel Scan option. 5. Press Paw button 6. Enter your Parental PIN. Channel scan takes about 3 minutes. Go to step 10 Note: After the box reboots the Customer will be presented with the Welcome screen, where they will be asked to: 1. Activate their Fetch Box 2. Set audio settings 3. Confirm Parental PIN 4. Do a channel scan 5. Run a Diagnostics check REM/REC / / light on the Fetch Box starts flashing. 11 Fetch Box restarts (around 3 minutes). Restart successful. Problem Solved. Fetch Box restarts and goes back to Modify Network Settings screen. Escalate to Fetch Service Provider to authorise return of Fetch Box with Fetch.

65 Fetch Troubleshooting Guide 65 System Update System Update Symptom Message: System Update. Applicable devices: Gen1, Gen2, Gen3, Mini Image 1: System Update countdown Image 2: Downloading Image 3: Installing Solution Wait for System Update to complete and Fetch Box restart. 1 The first time the Fetch Box starts (and periodically after this first start up), it will try to update to the latest production firmware (see Image 1 and 2). Firmware Upgrade successful. Fetch Box will restart. Fetch Box restarts and tries to login. Firmware Upgrade unsuccessful. Fetch Box will restart. ISP to resolve any network issues (i.e. low bandwidth, throttling, play-penning) and re-try firmware upgrade.

66 Fetch Troubleshooting Guide 66 Fetch Box stuck on: System Update Fetch Box stuck on: System Update Symptom Screen is stuck on message: Software Update: This may take a few minutes Applicable devices: Gen1, Gen2, Gen3, Mini Image 1: Downloading new update Image 2: Finalising update Solution Fix <ISP Issue> leading to play-penning and restart Fetch Box. 1 The Customer s Fetch Box displays the screen above. The Fetch Box is trying to upgrade firmware but it in a Shaped or Playpenned mode and will be unable to download the firmware. Contact ISP to find out if you have reached/exceeded your download quota for the month. Once bandwidth throttling / play-penning is resolved, restart Fetch Box.

67 Fetch Troubleshooting Guide 67 Message: Failed Login. Failed to login to server Message: Failed Login. Failed to login to server Applicable devices: Gen1, Gen2, Gen3, Mini This message is shown when Fetch servers don t recognise the Customer s Fetch Box. This usually means the Fetch Box has not been properly provisioned, or is suspended. Symptom Solution Fetch Box won t start up Message: Failed Login. Failed to login to server Check Customer s account in <ISP Provisioning System>, and verify Customer s MAC Address and Serial Number match their Fetch Box. Image 1: Failed Login. Failed to login to server 1 Restart the Fetch Box. Login successful (Fetch Box boots past Problem Solved Note: This must be done before any other investigation proceeds. Service error screen). Service error failure re-occurs. Go to step 2 2 In the <ISP Provisioning System> is the Customer s: Customer active and Fetch Box is Go to step 4 Household in Suspended or Disabled status? enabled. Terminal in Disabled Status? Customer/Household is suspended or disabled, or terminal is disabled. Resolve issues leading to Customer suspension (i.e. payment?). Resume Household in <ISP Provisioning System> so that this information is updated in Fetch s systems.

68 Go to step 3 3 Restart the Fetch Box. Login successful (Fetch Box boots past Problem Solved Service error screen). Service error failure re-occurs. Go to step 4 4 In the <ISP Provisioning System>: Verify the Customer's terminal has a Fetch Box MAC address (1 characters, 12 characters interspersed with colons) and a Serial Number (15 digits) present? MAC Address and Serial Number are present. Go to step 5 5 Does MAC Address/Serial Number in <ISP Provisioning System> match Customer s Fetch Box? Note: The Serial Number and MAC address information is available to the Customer from the Login Failure screen (see Image 1). MAC Address and/or Serial Number are blank. MAC Address and Serial Number match. MAC Address and Serial Number do not match. 6 Restart the Fetch Box. Login Successful (Fetch Box boots past Service error screen). Service error failure re-occurs. Fetch Troubleshooting Guide 68 Message: Failed Login. Failed to login to server Get the MAC Address and Serial Number of Fetch Box from Customer (details located on back of the older Gen1 Fetch Box, and underneath the Gen2/Gen3/Mini Fetch Box). Enter details: MAC address (complete with colon : separators) and Serial Number. Go to step 6 Edit records so that MAC Address and Serial Number match the Fetch Box supplied to the Customer, so that this information is updated in Fetch s systems. Call Fetch s API to confirm that this information has updated. Problem Solved Escalate to Fetch Service Provider, providing Serial Number and MAC Address. Inform Customer that issue is under investigation.

69 Fetch Troubleshooting Guide 69 Message: This Fetch Box has not been activated Message: This Fetch Box has not been activated Applicable devices: Gen1, Gen2, Gen3, Mini This message is shown when Fetch servers don t recognise the Customer s Fetch Box. This happens when the Fetch Service Provider has not yet completed the provisioning of the Fetch Box. Symptom Fetch Box won t start up Message: We couldn t start up your Fetch Box, it appears to have not been activated by your Fetch Service Provider. Solution Check Customer s account in <ISP Provisioning System>, and verify Customer s MAC Address and Serial Number match their Fetch Box. Image 1: The Fetch Box has not been activated. 1 Restart the Fetch Box. Note: This must be done before any other Login successful (Fetch Box boots past Problem Solved investigation. Service error screen). Service error failure re-occurs. Go to step 2 2 In the <ISP Provisioning System> is the Customer s: Customer active and Fetch Box is Go to step 4 Household in Suspended or Disabled status? enabled. Terminal in Disabled Status? Customer/Household is suspended or disabled, or terminal is disabled. Resolve issues leading to Customer suspension (i.e. payment?). Resume Household in <ISP Provisioning System> so that this information is updated in Fetch s systems. Go to step 3

70 3 Restart the Fetch Box. Login successful (Fetch Box boots past Problem Solved Service error screen). Service error failure re-occurs. Go to step 4 4 In the <ISP Provisioning System>: Verify the Customer's terminal has a Fetch Box MAC address (17 characters, 12 characters interspersed with colons) and a Serial Number (15 digits) present? MAC Address and Serial Number are present. Go to step 5 5 Does MAC Address/Serial Number in <ISP Provisioning System> match Customer s Fetch Box? MAC Address and/or Serial Number are blank. MAC Address and Serial Number match. MAC Address and Serial Number do not match. 6 Restart the Fetch Box. Login Successful (Fetch Box boots past Service error screen) Service error failure re-occurs Fetch Troubleshooting Guide 70 Message: This Fetch Box has not been activated Get the MAC Address and Serial Number of Fetch Box from Customer (details located on back of the older Gen1 Fetch Box, and underneath the Gen2/Gen3/Mini Fetch Box). Enter details: MAC address (complete with colon : separators) and Serial Number Escalate to Fetch Service Provider, providing Serial Number and MAC Address. Inform Customer that issue is under investigation. Edit records so that MAC Address and Serial Number match the Fetch Box supplied to the Customer, so that this information is updated in Fetch s systems. Call Fetch s API to confirm that this information has updated. Go to Step 6 Problem Solved Escalate to Fetch Service Provider, providing Serial Number and MAC Address. Inform Customer that issue is under investigation.

71 Message: Service Error. We couldn t get all the information we need to start up your Fetch box Fetch Troubleshooting Guide 71 Message: Service Error. We couldn t get all the information we need to start up your Fetch box This screen will appear when there is no previously downloaded version of the UI and there is an internet connection available. Symptom Solution Applicable devices: Gen1, Gen2, Gen3, Mini Fetch Box won t start up Message: Service Error. We couldn t get all the information we need to start up your Fetch box Check if the Customer has an active Internet connection. Image 1: Service Error: We couldn t get all the information 1 Check to ensure there is not a global Fetch problem by trying to replicate the issue on a test Fetch Box. Yes, can be replicated. Escalate to your Fetch Service Provider, including details of Serial Number of Fetch Box, and that purchasing is not working on Fetch Box. 2 Does the Customer have an active Internet connection (i.e. can they browse the Internet from a PC connected to the <ISP Modem/Router/CPE>? 3 Using a laptop. 1. Switch off Wi-Fi on laptop. No, can t be replicated. Go to step 2 Yes, Customer can browse Internet Go to step 3 from PC on same network. No, can t browse Internet. Yes, Customer can browse Internet from laptop using the Fetch Box Go to <ISP Modem / Router troubleshooting> Verify speed of connection. Go to step 4.

72 Fetch Troubleshooting Guide 72 Message: Service Error. We couldn t get all the information we need to start up your Fetch box 2. Unplug the Ethernet cable from the back of the Fetch Box. physical connection. 3. Plug this cable into the laptop Ethernet port. Can the Customer browse the Internet using the Ethernet cable that had been plugged into the back of the Fetch Box? 4 Speed Test Ask the Customer to perform a speed test to verify that they have sufficient bandwidth available: 1. Go to 2. Run speed test 3. Ask Customer to report back results. 5 Repeat Speed Test, but this time with the laptop directly connected to the Customer s Modem/Router: 1. Go to 2. Run speed test 3. Ask Customer to report back results. No, Customer cannot browse Internet from laptop using Fetch Box physical connection, or cannot perform this test. Connection speed Greater than 1.5Mbps? Note: 3Mbps is the recommended minimum available bandwidth for the first Fetch box in the house and 2Mbps for each additional box. If the Customer has 3 connected Fetch boxes they re using for Multiroom purposes, 7Mbps would therefore be the total recommended minimum available bandwidth. Connection speed Less than 1.5Mbps Note: Fetch Box may still boot with minimum of 128kbps. Connection speed Greater than 1.5Mbps? Go to step 6 Plug Ethernet cable back into the Fetch Box and go to step 7. Ask Customer stop any other processes that might be limiting their network bandwidth, including any activity on all other computers and Internet enabled devices in the home. If Customer cannot achieve >1.5Mbps with nothing else running on the network <ISP Speed troubleshooting> Limited bandwidth available between router and Fetch Box. Consider alternative connection options to existing Wi-Fi or Power Line Adapters (e.g. direct Ethernet connection) or look at troubleshooting Wi-Fi or Power Line

73 Fetch Troubleshooting Guide 73 Message: Service Error. We couldn t get all the information we need to start up your Fetch box Adapters. Connection speed Less than 1.5Mbps Note: Fetch Box may still boot with Customer may not have sufficient bandwidth to run the service. Please contact your Fetch Service Provider. minimum of 128kbps. 6 If using Power Line Adapters or directional Wi-Fi, remove these and connect the <ISP Modem/Router/CPE> directly to the Fetch Box using an Ethernet cable. Fetch Box starts up. Problem Solved. Troubleshoot Issues with <ISP Cabling, Power Line Adapters or Directional Wi- Fi> (See Image 2 direct the Customer to See Setup Info screen) or continue using Fetch Box via direct Ethernet 7 Restart the Fetch Box. - For Gen1 Fetch Box, turn off at the switch on the back, wait 10 seconds, then switch it back on. - For Gen2/Gen3/Mini Fetch Box, unplug the power from the Fetch Box and wait 10 seconds before reinserting. Fetch Box restarts and goes to Service Error screen. NET / light turns blue, indicating that Fetch Box has a physical network connection and an IP address. connection. Go to step 7 Go to step 8 Does the NET / light on the Fetch Box turn blue within 90 seconds of restart? 8 At the Service Error screen: 1. Use the arrow keys on the remote to navigate to the Network Settings option. 2. Press the Paw button. On the updated page, is Automatic or Manual Settings selected? NET / light stays red, indicating the Fetch Box has either no physical network connection or is not receiving an IP address. Fetch Box is set to Automatic (see Image 3). Fetch Box is set to Manual Settings. Replace Ethernet cable, and repeat step 6. Go to step 8 Confirm that <ISP Modem/Router/CPE has a DHCP server enabled> Using the remote control, select Restart. Go to step 9. Use the arrow keys on the remote to select Automatic on screen option

74 Fetch Troubleshooting Guide 74 Message: Service Error. We couldn t get all the information we need to start up your Fetch box and press the Paw button. Using the arrow keys on the remote control, navigate to Restart option on screen, and then press the Paw button. The Fetch Box will restart. 9 Fetch Box restarts (around 3 minutes). Fetch Box restarts and logs in. Problem Solved. 10 Soft Factory Reset Fetch Box: 1. Power cycle Fetch Box. 2. After the first splash screen has appeared (several seconds into the start up process), begin pressing the following keys on the remote control in order: Red Green Yellow Blue, and continue to do this until Fetch Box restarts and returns to Modify Network Settings screen. Fetch Box is soft reset, clearing channel and network settings. Fetch Box will restart and try to login. Go to step 10 Go to step 11 the REM/REC / / light on the Fetch Box starts flashing. 11 Fetch Box restarts (around 3 minutes). Fetch Box restarts and logs in. Problem Solved. Note: If Fetch Box has previously been activated, when it restarts the Customer will need to perform a Channel Scan. Using your remote control: 1. Press Menu button. 2. Navigate to Manage then Settings, and press Paw button. 3. Navigate to Channels and press Paw button. 4. Navigate to Full Channel Scan tab, and then the Start Channel Scan option. 5. Press Paw button 6. Enter your Parental PIN. The channel scan will take about 3 minutes to complete.

75 Fetch Troubleshooting Guide 75 Message: Service Error. We couldn t get all the information we need to start up your Fetch box Fetch Box restarts and goes back to Go to step 12 Modify Network Settings screen. 12 Hard Factory Reset Fetch Box: WARNING: Make Customer aware this will wipe all recordings, series tags etc. 1. Power cycle Fetch Box. 2. After first splash screen appears (approximately 10 seconds into the start up process), begin pressing the following keys on the remote control in order: "Blue" - "Yellow" - "Green" - "Red" and continue to do this until the Hard reset performed, wiping all Fetch Box settings. Fetch Box will restart and try to login. REM/REC / / light on the Fetch Box starts flashing. 13 Fetch Box restarts (around 3 minutes). Restart successful. Problem Solved. Fetch Box restarts and goes back to Modify Network Settings screen. Note: After the box reboots the Customer will be presented with the Welcome screen, where they will be asked to: 1. Activate their Fetch Box 2. Set audio settings 3. Confirm Parental PIN 4. Perform a channel scan 5. Run a Diagnostics check Escalate to Fetch Service Provider to authorise return of Fetch Box with Fetch.

76 Fetch Troubleshooting Guide 76 Message: Connection Error: We couldn t get all the information we need to start up your Fetch box Message: Connection Error: We couldn t get all the information we need to start up your Fetch box This screen will appear when there is no previously downloaded version of the UI and there is no internet connection available. Symptom Solution Applicable devices: Gen1, Gen2, Gen3, Mini Fetch Box won t start up Message: Connection problem. We couldn t get all the information we need to start up your Fetch box. This is probably due to a problem with your internet connection. Check if the Customer has an active Internet connection. Image 1: Internet Connectivity Problem 1 Does the Customer have an active Internet connection (i.e. can they Yes, Customer can browse Internet Go to step 2 browse the Internet from a PC connected to the <ISP Modem/Router/CPE>? from PC on same network. No Go to <ISP Modem / Router 2 Using a laptop: 1. Switch off Wi-Fi on laptop. 2. Unplug the Ethernet cable from the back of the Fetch Box. 3. Plug this cable into the laptop Ethernet port. Can the Customer browse the Internet using the Ethernet cable that had been plugged into the back of the Fetch Box? Yes, Customer can browse Internet from laptop using the Fetch Box physical connection. troubleshooting> Verify speed of connection - Go to step 3

77 Ask the Customer to perform a speed test to verify that they have sufficient bandwidth available: 1. Go to 2. Run speed test 3. Ask Customer to report back results. Fetch Troubleshooting Guide 77 Message: Connection Error: We couldn t get all the information we need to start up your Fetch box No, Customer cannot browse Internet Go to step 5 from laptop using Fetch Box physical connection, or cannot perform this test. 3 Speed Test Connection speed Greater than 1.5Mbps? Note: 3Mbps is the recommended minimum available bandwidth for the first Fetch box in the house and 2Mbps for each additional box. If the Customer has 3 connected Fetch boxes they re using for Multiroom purposes, 7Mbps would therefore be the total recommended minimum available bandwidth. Connection speed Less than 1.5Mbps Note: Fetch Box may still boot with minimum of 128kbps. Plug Ethernet cable back into the Fetch Box and go to step 5. Ask Customer to stop any other processes that might be limiting their network bandwidth, including any activity on all other computers and Internet enabled devices in the home. 4 Repeat Speed Test, but this time with the laptop directly connected to the Customer s Modem/Router: 1. Go to 2. Run speed test 3. Ask Customer to report back results. Connection speed Greater than 1.5Mbps? Connection speed Less than 1.5Mbps Note: Fetch Box may still boot with minimum of 128kbps. If Customer cannot achieve >1.5Mbps with nothing else running on the network <ISP Speed troubleshooting> Limited bandwidth available between router and Fetch Box. Consider alternative connection options to existing Wi-Fi or Power Line Adapters (e.g. direct Ethernet connection) or look at troubleshooting Wi-Fi or Power Line Adapters. Customer may not have sufficient bandwidth to run the service. Please contact your Fetch service provider

78 Fetch Troubleshooting Guide 78 Message: Connection Error: We couldn t get all the information we need to start up your Fetch box 5 If using Power Line Adapters or directional Wi-Fi, remove these and connect the <ISP Modem/Router/CPE> directly to the Fetch Box using an Ethernet cable. Fetch Box starts up. Problem Solved. Troubleshoot Issues with <ISP Cabling, Power Line Adapters or Directional Wi- Fi> (direct the Customer to See Setup Info screen) or continue using Fetch 5 Restart the Fetch Box. - For Gen1 Fetch Box, turn off at the switch on the back, wait 10 seconds, then switch it back on. - For Gen2/Gen3 Fetch Box, unplug the power from the Fetch Box and wait 10 seconds before reinserting. Fetch Box restarts and goes to Service Error screen. NET / light turns blue, indicating that Fetch Box has a physical network connection and an IP address. Box via direct Ethernet connection. Go to step 5 Go to step 6 Does the NET / light on the Fetch Box turn blue within 90 seconds of restart? 6 At the Service Error screen: 1. Use the arrow keys on the remote to navigate to the Network Settings option. 2. Press the Paw button. On the updated page, is Automatic or Manual Settings selected? NET / light stays red, indicating the Fetch Box has either no physical network connection or is not receiving an IP address. Fetch Box is set to Automatic Fetch Box is set to Manual Settings Replace Ethernet cable, and repeat step 4. Go to step 6 Confirm that <ISP Modem/Router/CPE has a DHCP server enabled> Using the remote control, select Restart. Go to Step 7. Use the arrow keys on the remote to select Automatic on screen option and press the Paw button. Using the arrow keys on the remote control, navigate to Restart option on screen, and then press the Paw button. The Fetch Box will restart.

79 Fetch Troubleshooting Guide 79 Message: Connection Error: We couldn t get all the information we need to start up your Fetch box 7 Fetch Box restarts (around 3 minutes). Fetch Box restarts and logs in. Problem Solved. 8 Soft Factory Reset Fetch Box: 1. Power cycle Fetch Box. 2. After the first splash screen has appeared (several seconds into the start up process), begin pressing the following keys on the remote control in order: Red Green Yellow Blue, and continue to do this until Fetch Box restarts and returns to Modify Network Settings screen. Fetch Box is soft reset, clearing channel and network settings. Fetch Box will restart and try to login. Go to step 8 Go to step 9 the REM/REC / / light on the Fetch Box starts flashing. 9 Fetch Box restarts (around 3 minutes). Fetch Box restarts and logs in. Problem Solved. Note: If Fetch Box has previously been activated, when it restarts the Customer will need to perform a Channel Scan. 10 Hard Factory Reset Fetch Box: WARNING: Make Customer aware this will wipe all recordings, series tags etc. Fetch Box restarts and goes back to Modify Network Settings screen. Hard reset performed, wiping all Fetch Box settings. Using your remote control: 1. Press Menu button. 2. Navigate to Manage then Settings, and press Paw button. 3. Navigate to Channels and press Paw button. 4. Navigate to Full Channel Scan tab, and then the Start Channel Scan option. 5. Press Paw button 6. Enter your Parental PIN. The channel scan will take about 3 minutes to complete. Go to step 10 Note: After the box reboots the Customer will be presented with the Welcome screen, where they will be

80 Fetch Troubleshooting Guide 80 Message: Connection Error: We couldn t get all the information we need to start up your Fetch box 1. Power cycle Fetch Box. 2. After first splash screen appears (approximately 10 seconds into the start up process), begin pressing the following keys on the remote control in order: "Blue" - "Yellow" - "Green" - "Red" and continue to do this until Fetch Box will restart and try to login. asked to: the REM/REC / / light on the Fetch Box starts flashing. 1. Activate their Fetch Box 2. Set audio settings 3. Confirm Parental PIN 4. Perform a channel scan 5. Run a Diagnostics check Go to step Fetch Box restarts (around 3 minutes). Restart successful. Problem Solved. Fetch Box restarts and goes back to Modify Network Settings screen. Escalate to Fetch Service Provider to authorise return of Fetch Box with Fetch.

81 Fetch Troubleshooting Guide 81 Message: Time & Date information error Message: Time & Date information error Applicable devices: Gen1, Gen2, Gen3, Mini This message is shown when the Fetch Box has previously booted, but has not completed the welcome process (still in API mode). Date and time cannot be set as either the antenna is not connected or has never completed a channel scan, and/or the box is not detecting an internet connection. Symptom Fetch Box won t start up Message: Time and Date information error Solution Check Customer s antenna cable is plugged into the Antenna port on the back of the Fetch Box and check that the Customer can connect to the internet via Ethernet or Wi-Fi (Gen3/Mini). Image 1: Time & Date information error 1 Restart the Fetch Box. Note: This must be done before any other Login successful (Fetch Box boots past Problem Solved investigation. Service error screen). Message still appears. Go to step 2 2 Check if Customer s antenna cable is connected. If not, plug it in and Antenna cable is connected and Fetch Problem Solved select Restart option on screen. Box now boots normally. Antenna cable is connected and Go to step 3 message still appears. 3 Check if Customer s Fetch Box is connected to the internet. Fetch Box is connected to the internet, Go to step 4 but message still appears. Fetch Box is not connected to the internet. Go to Internet Connectivity Problem (p52) 4 Soft Factory Reset Fetch Box: Fetch Box is soft reset, clearing Problem Solved

82 1. Power cycle Fetch Box. 2. After the first splash screen has appeared (several seconds into the start up process), begin pressing the following keys on the remote control in order: Red Green Yellow Blue, and continue to do this until the channel and network settings. Fetch Box will restart and try to login. Successful login. REM/REC / / light on the Fetch Box starts flashing. 5 Hard Factory Reset Fetch Box: WARNING: Make Customer aware this will wipe all recordings, series tags etc. 1. Power cycle Fetch Box. 2. After first splash screen appears (approximately 10 seconds into the start up process), begin pressing the following keys on the remote control in order: "Blue" - "Yellow" - "Green" - "Red" and continue to do this until the REM/REC / / light on the Fetch Box starts flashing. Message still appears. Go to step 5 Hard reset performed, wiping all Fetch Problem Solved Box settings. Fetch Box will restart and try to login. Successful login. Message still appears. Fetch Troubleshooting Guide 82 Message: Time & Date information error Escalate to Fetch Service Provider to authorise return of Fetch Box with Fetch.

83 Fetch Troubleshooting Guide 83 Fatal Error: Could not instantiate a Hardware Interface Fatal Error: Could not instantiate a Hardware Interface This message is shown when the Fetch user interface doesn t completely load or is corrupted. Applicable devices: Gen1, Gen2, Gen3, Mini Symptom Fetch Box won t start up Message: "FATAL: Could not instantiate a HardwareInterface" Solution Reset the Fetch Box until it boots correctly. Image 1: Fatal error 1 Restart the Fetch Box. Login successful (Fetch Box boots past Problem Solved Note: This must be done before any other investigation proceeds. Fatal error screen). Same failure re-occurs. Go to step 2 2 Soft Factory Reset Fetch Box: 1. Power cycle Fetch Box. 2. After the first splash screen has appeared (several seconds into the start up process), begin pressing the following keys on the remote control in order: Red Green Yellow Blue, and continue to do this until the Fetch Box is soft reset, clearing channel and network settings. Fetch Box will restart and try to login. Go to step 3 REM/REC / / light on the Fetch Box starts flashing. 3 Hard Factory Reset Fetch Box: WARNING: Make Customer aware this will wipe all recordings, series Hard reset performed. Fetch Box will format the hard disk, restart and try to Note: After the box reboots the Customer will be presented with the

84 tags etc. 1. Power cycle Fetch Box. 2. After first splash screen appears (approximately 10 seconds into the start up process), begin pressing the following keys on the remote control in order: "Blue" - "Yellow" - "Green" - "Red" and continue to do this until the login. REM/REC / / light on the Fetch Box starts flashing. Fetch Troubleshooting Guide 84 Fatal Error: Could not instantiate a Hardware Interface Welcome screen, where they will be asked to: 1. Activate their Fetch Box 2. Set audio settings 3. Confirm Parental PIN 4. Perform a channel scan 5. Run a Diagnostics check Still receive Fatal Error. Problem Solved. Escalate to Fetch Service Provider to authorise return of Fetch Box with Fetch.

85 Fetch Troubleshooting Guide 85 Message: Activation Code Failed Message: Activation Code Failed The Activation Code was entered incorrectly or the Activation Code provided to the Customer is invalid. Applicable devices: Gen1, Gen2, Gen3, Mini Note: While each Fetch box has its own unique activation code, each code can be used on any Fetch box in the household. If a box is later deactivated, other boxes activated under the removed box s code will continue to work. Symptom Fetch Box won t start up Screen shows a prompt for Activation code Image 1: Activation code failed Image 2: Incorrect activation code

86 Fetch Troubleshooting Guide 86 Message: Activation Code Failed Solution Check Customer is entering the Activation Code correctly, and the Activation Code is valid. 1 Re-enter Activation Code. Ask the Customer to re-enter activation code when prompted (Note: This activation code is case-sensitive). Activation successful Fetch Box will proceed to do a Channel Scan. ISP verification of Activation Code. ISP to verify the Customer is using the correct Activation Code, and to verify that Customer has the correct Fetch Box (request Serial Number and MAC Address, from label on back of the Gen1 Fetch Box, or from the underneath Gen2/Gen3/Mini Fetch Box) for this household. The Customer can use the Activation Code for any box associated with their account to set up any other box on their same account. Activation code failed Correct Fetch Box Incorrect Fetch Box Incorrect Fetch Box Retail box or another Fetch Service Provider ISP to verify Activation Code. ISP to manually activate Fetch Box for Customer (informing Customer that they will need to manually run a Channel Scan). Customer Step: Using your remote control: 1. Press Menu button. 2. Navigate to Manage then Settings, and press Paw button. 3. Navigate to Channels and press Paw button. 4. Navigate to Full Channel Scan tab, and scroll down to Start Channel Scan option. 5. Press Paw button 6. Enter your Parental PIN. The channel scan will take about 3 minutes to complete. ISP to update Customer records and provide Customer with correct Activation Code for shipped Fetch Box. If Customer is trying to set up a box purchased from retail or another Fetch Service Provider, inform Customer the box can t be activated under the current ISP account. Multiroom only works on boxes associated with the same account with the same Fetch

87 Service Provider. Fetch Troubleshooting Guide 87 Message: Activation Code Failed

88 Fetch Troubleshooting Guide 88 Message: Feature not available yet. Please wait. Message: Feature not available yet. Please wait. Applicable devices: Gen1, Gen2, Gen3, Mini Symptom Fetch Box is booting Customer has pressed Menu on remote or selected a menu item and received error message "Feature not available yet. Please wait." Image 1: Feature not available yet Solution Some features of the user interface load in the background, to allow faster access to watching TV. While the TV viewing interface has loaded, other functions will load over the next few minutes. Please ask the Customer to be patient wait a few minutes and all features will be available.

89 Fetch Troubleshooting Guide 89 In this section OPERATIONAL ERRORS In this section Operational errors Nothing shows on TV when Fetch Box is switched on Message: A fault was detected which requires a system repair. This will take a few moments. The Fetch Box may restart a number of times during this process. Troubleshooting Wi-Fi Issues

90 Fetch Troubleshooting Guide 90 Nothing shows on the TV screen when Fetch Box is switched on Nothing shows on the TV screen when Fetch Box is switched on Symptom TV is switched on but the screen is blank. Applicable devices: Gen1, Gen2, Gen3, Mini Gen1 Fetch Box Gen2 Fetch Box and Fetch Mighty Fetch Mini Image 1: Fetch Box is on Image 2: Fetch Box is in Standby mode Image 3: Fetch Box is on Image 4: Fetch Box is in Standby mode Image 5: Mini is on Image 6: Mini is in Standby mode Solution Check powering and cabling to Fetch Box. 1 Is the Fetch Box on Standby? What light is showing on the Dogs Press the Power button on the remote Dog s Head / Standby Light is red control. Screen should turn on. If this Head / Standby Light at the front of the Fetch Box? (see Images 2 or 4) indicating the does not solve the problem, go to step Fetch Box is in Standby mode. 2 Go to step 2 Dog s Head / Standby Light is blue (see Images 1 or 3) indicating the Fetch Box is in Powered-on mode No lights on the front of the Fetch Box. If Customer has Gen1 Fetch Box, switch Power rocker switch to - (rather than 0) to turn on the Fetch Box. If Customer has Gen2/Gen3/Mini

91 Fetch Troubleshooting Guide 91 Nothing shows on the TV screen when Fetch Box is switched on Fetch, switch on wall socket with power adapter plugged into it. 2 Check AV cabling source on back of TV, to identify where the Fetch Box has been plugged in. Does the source selected in the TV menu match the input source on the back of the TV? 3 Use the remote to turn Fetch Box off (see Images 2, 4, or 6) and then back on (see Images 1, 3, or 5). Fetch box start up screens should appear within 10 seconds. If this does not solve the problem, go to step 2. Source matches. Go to step 3 Source does not match. Fetch screens appear on TV. Fetch screens do not appear on TV. Go to step 4 4 Turn TV off and on again. Fetch screens appear on TV Problem Solved Fetch screens do not appear on TV. Go to step 5 5 Try re-seating/unplugging and plugging in HDMI Cable at the back of the TV and at the back of the Fetch Box. 6 Restart the Fetch Box (around 3 minutes). Note: Some of the screens during start up are black screens. Fetch screens appear on TV. Change to correct source and then go to step 3. Problem Solved Problem Solved Fetch screens do not appear on TV. Go to step 6 Customer sees the initial splash screen Problem Solved within 10 seconds of powering up the Fetch Box. Nothing shows on TV screen. Go to Nothing shows on the screen or screen turns black on first start up (p48).

92 Fetch Troubleshooting Guide 92 Message: A fault was detected which requires a system repair. This will take a few moments. The Fetch Box may restart a number of times during this process. Message: A fault was detected which requires a system repair. This will take a few moments. The Fetch Box may restart a number of times during this process. Symptom Applicable devices: Gen1, Gen2, Gen3, Mini Message: A fault was detected which requires a system repair. This will take a few moments. The Fetch Box may restart a number of times during this process Image 1: System Repair message Solution This error appears as the result of a database failure on the Fetch Box (i.e. could not connect to database). It is self-correcting, but may need several Fetch Box reboots.

93 Fetch Troubleshooting Guide 93 Troubleshooting Wi-Fi Issues Troubleshooting Wi-Fi Issues Symptom The Fetch Box displays a Connection Failed message when trying to connect to Wi-Fi. Applicable devices: Gen3, Mini Image 1: Connection Error Image 2: Could not play channel message Solution Check the Wi-Fi signal, retry connecting to the Wi-Fi network, ensure credentials are being entered correctly, check the network using another device. 1 Power cycle Fetch Box. Fetch Box starts up and logs in. Go to step 2 The Wi-Fi connection is showing a poor signal, is not showing in the list, or is working poorly. The Wi-Fi network is showing a strong Problem Solved signal and is working correctly. Wi-Fi won t connect at all. Go to step 2 2 Power cycle the wireless networking devices modems, access points and routers. The Wi-Fi connection is showing a poor signal, is not showing in the list, or working poorly. Go to step 3

94 The Wi-Fi network is showing a strong Problem Solved signal and is working correctly. Wi-Fi won t connect at all. Go to step 4 3 Try disconnecting from the current Wi-Fi network and reconnecting to it. Go to step 4 Go to Menu > Manage > Settings > Network and highlight your Wi- Fi network and select the Disconnect option. The Wi-Fi connection is showing a poor signal, is not showing in the list, or is working poorly. Fetch Troubleshooting Guide 94 Troubleshooting Wi-Fi Issues Reconnect to your Wi-Fi network by entering your password. 4 Test an alternate device on the Wi-Fi network, such as a smartphone, tablet, or laptop. 5 Check internet connection speed. The Wi-Fi network is showing a strong Problem Solved signal and is working correctly. The Wi-Fi connection is showing a poor Go to step 5 signal, is not showing in the list, or is working poorly. The Wi-Fi network is showing a strong Problem Solved signal and is working correctly. Wi-Fi works correctly on an alternate Go to step 10 device, but not on the Fetch Box. Wi-Fi won t connect at all. Go to step 6 Result of speed test is over 3Mbps Go to step 6 Bandwidth is an integral part of the streaming experience. If the available bandwidth on the internet connection is low, this will affect the delivery of content. On a device, such as a smart phone, tablet or laptop, connected to the same Wi-Fi network as the Fetch Box, browse to and run the test. Note: The result should show a minimum of 3Mbps (this is the minimum recommended speed). Service may run on as low as 1.5Mbps, however this is not advisable as a minimum Wi-Fi speed. 3Mbps is the recommended minimum available bandwidth for the first Fetch box in the house and 2Mbps for each additional box. If the

95 Fetch Troubleshooting Guide 95 Troubleshooting Wi-Fi Issues Customer has 3 connected Fetch boxes they re using for Multiroom purposes, 7Mbps would therefore be the total recommended minimum available bandwidth. Result of speed test is under 3Mbps Ensure all other internet devices (phones, tablets, PCs etc.) are turned off and re-test. If speed is still below, Customer should speak to their ISP 6 Recommend the Customer check advanced settings on their modem router. Check MAC Address Filtering. If turned on, either add MAC address of Fetch Box or disable this setting. Check wireless security mode. If set to WPA2-PSK, try changing to WPA-PSK (or vice versa). Changed settings and Wi-Fi now works correctly. about improvements. Problem Solved Note: If Customer is not comfortable or savvy enough to complete this, it is recommended they contact their ISP or modem manufacturer for further support. 7 Check Advanced Wi-Fi IP Settings: 1. Go to Menu > Manage > Settings > Network > Wi-Fi and select the Wi-Fi network, then choose Advanced Wi-Fi option. 2. Check Signal Quality (RSSI) measurement. Ideally this should be between -20dB and -70dB. Anything lower than -75dB indicates a very low signal quality and may not work reliably. 3. Also check Noise measurement. Ideally this should be between - 80dB and -100dB. 8 Recommend the Customer change Wi-Fi settings on router. Go to Menu > Manage > Settings > Network > Wi-Fi > Advanced Wi-Fi, to see which Channel the modem is using. Changed settings and Wi-Fi still not Go to step 7 working or no settings changed. All measurements are in ideal ranges. Go to step 9 One or both measurements are outside ideal range. Channel is changed on the modem and device now works well. Go to step 8 Problem Solved

96 Some routers default to having the same SSID for the 5GHz and the 2.4GHz connections, but they can be separated out to try them individually GHz frequency. If modem is using 6, try 1 or 13, or if modem is using 1, try GHz frequency (channels start at 36 and go up to 161). Try a channel from each of the following groups to see which works best: Fetch Troubleshooting Guide 96 Troubleshooting Wi-Fi Issues Note: If Customer is not comfortable or savvy enough to complete this, it is recommended they contact their ISP or modem manufacturer for further support. 9 Connect the Fetch Box via Ethernet to modem/router. See if the box works when directly connected (bypassing Wi-Fi) via an Ethernet cable. If working, this will allow the box to boot and complete the welcome process, as well as do any system or software updates. 10 Soft Factory Reset Fetch Box: 1. Power cycle Fetch Box. 2. After the first splash screen has appeared (about 10 seconds into the start up process), begin pressing the following keys on the remote control in order: Channel is changed on the modem and Wi-Fi performance is still poor. Fetch Box connects via Ethernet and can connect to Wi-Fi after a full boot. Fetch Box does not connect via Ethernet. Fetch Box connects via Ethernet, but will still not connect to Wi-Fi. Fetch Box is soft reset, clearing channel and network settings. The Wi-Fi connection is showing a poor signal, is not showing in the list, or is Go to step 10 Problem Solved Escalate to Fetch Service Provider to authorise return of Fetch Box with Fetch. Go to step 10 Go to step 11

97 Fetch Troubleshooting Guide 97 Troubleshooting Wi-Fi Issues Red Green Yellow Blue, and continue to do this until the working poorly. light on the Mighty or light on the Mini starts flashing. Once complete try reconnect to the Wi-Fi. Note: This step may be skipped if using Fetch Mini. Go to step Hard Factory Reset Fetch Box: WARNING: Make Customer aware this will wipe all recordings, series tags etc. 1. Power cycle Fetch Box. 2. After first splash screen appears (about 10 seconds into the start up process), begin pressing the following keys on the remote control in order: "Blue" - "Yellow" - "Green" - "Red" and continue to do this until the light on the Mighty or light on the Mini starts flashing. The Wi-Fi network is showing a strong Problem Solved signal and is working correctly. Wi-Fi won t connect at all. Go to step 11 Hard reset performed. Fetch Box will Escalate to Fetch Service Provider to format the hard disk, restart and try to authorise return of Fetch Box with login. Fetch. The Wi-Fi connection is showing a poor signal, is not showing in the list, or working poorly. Once complete try reconnect to the Wi-Fi. Wi-Fi still won t connect The Wi-Fi network is showing a strong signal and is working correctly. Escalate to Fetch Service Provider to authorise return of Fetch Box with Fetch. Problem Solved

98 Fetch Troubleshooting Guide 98 In this section SUBSCRIPTION ERRORS In this section Subscription errors Error: Could not subscribe to <Pack Name>, you must first be subscribed to <Pack Name> Error: We couldn't complete your update. There might be a problem with your connection. Please check the internet connection and try again. Please contact your ISP if the problem continues OR We couldn't complete your update. Your request can't be completed. Please contact your ISP for more information Error: We couldn t complete your update. Please unsubscribe from any dependent packs. Error: You do not have a subscription to <Channel Name>, please press the Green button to subscribe now

99 Error: Could not subscribe to <Pack Name>, you must first be subscribed to <Pack Name> Fetch Troubleshooting Guide 99 Error: Could not subscribe to <Pack Name>, you must first be subscribed to <Pack Name> This error occurs when a Customer tries to subscribe to a channel plan, but is lacking the prerequisite subscriptions for that plan. Applicable devices: Gen1, Gen2, Gen3, Mini Note: This error applies to the Entertainment plan which is being phased out from 27 February The Customer will no longer need prerequisite subscriptions to add any plans with the introduction of the Skinny and Ultimate plans. Symptom Solution Cannot subscribe to the channel. Error Message: We couldn t complete your update. Could not subscribe to <Pack Name>. To add the <Pack Name> pack, you must first be subscribed to the <Pack Name> pack. Some channel plans require the Customer to have already subscribed to another dependency/prerequisite plan before allowing subscription. In the current environment, the Entertainment plan is the only prerequisite. Image 1: Subscription Error Message 1 Explain to the Customer they need to subscribe to another plan first. Customer accepts that they must Go to step 2 subscribe to the dependency plan. 2 Subscribe to the dependency plan: 1. On the remote, press the Menu button. 2. Use the arrow keys to navigate to Manage then Subscriptions. 3. Press the Paw button. 4. Highlight the Entertainment Pack. 5. Press the Green button to subscribe to the Entertainment pack. Customer is subscribed to required pack, and can now subscribe to more plans. Go to step 3

100 Fetch Troubleshooting Guide 100 Error: Could not subscribe to <Pack Name>, you must first be subscribed to <Pack Name> 6. Press Paw to confirm. 7. Enter the Parental PIN to proceed with the purchase. 8. Wait for the purchase to complete. 3 Subscribe to the second / Customer desired plan: 1. On the remote, press the Menu button. 2. Use the arrow keys to navigate to Manage then Subscriptions. 3. Press the Paw button. 4. Subscribe to the pack that the Customer was initially trying to subscribe to. Problem Solved.

101 Fetch Troubleshooting Guide 101 Error: We couldn't complete your update. There might be a problem with your connection. Please check the internet connection and try again. Please contact your Fetch Service Provider if the problem continues. OR "We couldn't complete your update. Your Error: We couldn't complete your update. There might be a problem with your connection. Please check the internet connection and try again. Please contact your Fetch Service Provider if the problem continues. OR "We couldn't complete your update. Your request can't be completed. Please contact your Fetch Service Provider for more information. This error can occur when a user tries to subscribe or unsubscribe from a channel plan. Applicable devices: Gen1, Gen2, Gen3, Mini Symptom Cannot subscribe/unsubscribe from the channel plan Error: "We couldn't complete your update. There might be a problem with your connection. Please check the internet connection and try again. Please contact your Fetch Service Provider if the problem continues OR "We couldn't complete your update. Your request can't be completed. Please contact your Fetch Service Provider for more information." Image 1: Subscription Error Message Image 2: Subscription Error Message Solution There are three likely causes for the message: (1) Loss of internet connectivity/connectivity to the middleware servers, (2) Notification service is down, or (3) ISP has declined the purchase.

102 Fetch Troubleshooting Guide 102 Error: We couldn't complete your update. There might be a problem with your connection. Please check the internet connection and try again. Please contact your Fetch Service Provider if the problem continues. OR "We couldn't complete your update. Your 1 Confirm the network connection is working: Cannot play trailers or no connectivity Go to Internet Connectivity Problem Can the Customer play a movie trailer? for computer, indicating the network (p52) Using the same network, can the Customer browse the Internet on a computer? connection is not working. Can play trailer or access internet from Go to step 2 2 Look up Household in <ISP Provisioning System>. Verify that the Household and the Fetch Box is Enabled computer on same network. Customer is subscribed in ISP Provisioning system. Customer is not an active Customer in provisioning system. Go to step 3 Customer needs to be an active Customer in ISP Provisioning system before they can subscribe to channels. 3 Possible Notification WSDL problem. Escalate to your Fetch Service provider, including details of the serial number of the Fetch Box, and that purchasing is not working on Fetch Box.

103 Error: We couldn t complete your update. Please unsubscribe from any dependent packs. Fetch Troubleshooting Guide 103 Error: We couldn t complete your update. Please unsubscribe from any dependent packs. Applicable devices: Gen1, Gen2, Gen3, Mini This error will occur when a Customer tries to unsubscribe from a Subscription Pack which has dependent Subscription Packs to which they are subscribed. Note: This error applies to the Entertainment plan which is being phased out from 27 February The Customer will no longer need prerequisite subscriptions to add any plans with the introduction of the Skinny and Ultimate plans. Symptom Solution Cannot subscribe/unsubscribe from the channel pack Error: "We couldn't complete your update. Please unsubscribe from any dependent packs. Explain to the Customer that the <Pack Name> they are wishing to unsubscribe from is needed to keep using <Pack Name>. If they wish to unsubscribe from a pack such as Entertainment Pack, any dependent packs (such as Bein Sports) need to be unsubscribed first. Image 1: We couldn t complete your update. 1 Explain to the Customer the dependency requirements of their Customer would like to keep their Problem Solved. current subscription packs. The Customer can then decide on whether they wish to make changes to their subscription packs. subscription packs as they are. Customer would like to remove subscription packs and their Go to step 2 2 Help the Customer to remove their subscription packs. Packs with dependencies must be removed first. dependencies. Customer has removed unwanted packs. Problem Solved.

104 Fetch Troubleshooting Guide 104 Error: You do not have a subscription to <Channel Name>, please press the Green button to subscribe now. Error: You do not have a subscription to <Channel Name>, please press the Green button to subscribe now. This error can occur when a user tries to access a channel for which they do not have a subscription. Applicable devices: Gen1, Gen2, Gen3, Mini Symptom Error: "You do not have a subscription to <Channel Name>, please press the Green button to subscribe now." Image 1: The content is not subscribed Image 2: Subscribe to pack Image 3: Enter PIN to subscribe Solution Customer can subscribe to the channel to view the content. 1 Ask the Customer to press the green button and follow the prompts: 1. On the remote, press the Green button. 2. Press the Paw button to confirm subscription. 3. Ask the Customer to enter their Parental PIN using the remote to complete subscription process. 4. The Fetch Box will now request authorisation from the Fetch Service Provider. Channel will now be visible. Problem Solved.

105 Fetch Troubleshooting Guide 105 In this section CHANNEL ERRORS In this section Channel errors Poor DVB-T reception / Some DVB-T channels not available Message: Channel stopped to allow recording. Message: Streaming issue. Please check internet. Message: This content is blocked Message: Sleep Mode Message: This channel is about to enter sleep mode... Message: Bandwidth Low Message: You are currently recording. To be able to scan you must stop all recordings or wait until they have completed.

106 Fetch Troubleshooting Guide 106 Poor DVB-T reception / Some DVB-T channels unavailable Poor DVB-T reception / Some DVB-T channels unavailable Applicable devices: Gen1, Gen2, Gen3, Mini Optimum DVB-T reception is achieved by dispersing the DVB-T signal into as few devices as possible, using short cable runs and fewest cables and splitters. Symptom Poor reception on DVB-T channels Some DVB-T channels are not available Image 1: My Channels mode Image 2: Channels settings Image 3: Channel Scan Solution Check the Customer s channel settings, perform a channel scan, and test antennae cable. 1 Restart the Fetch Box (around 3 minutes). Channels are now OK. Problem Solved. No difference after restart. Go to step 2 2 Perform a channel scan: 1. On the remote, press the Menu button. 2. Use the arrow keys to navigate to Manage then Settings. 3. Navigate across to Channels, and press the Paw button. 4. Scroll across to Full Channel Scan tab (see Image 2). 5. Scroll down to Start Channel Scan option and press Paw. Channel scan will begin (see Image 3). Scan takes about 3 minutes and reports Channels found: <##>. Where multiple copies of the same channel are available, Customer can select the one with the best signal (i.e is the standard range, but channels may also be available in the range).

107 Fetch Troubleshooting Guide 107 Poor DVB-T reception / Some DVB-T channels unavailable 6. Enter the Parental PIN. If channel found, problem solved. Tuner does not find channels. Go to step 3 3 Confirm the Customer has not set any missing channels to Hidden. 1. On the remote control, press the Menu button. 2. Use the arrow keys to navigate to Manage then Settings. 3. Navigate across to Channels. 4. Press the Paw button. 5. Enter the Parental PIN. 6. Scroll down to the desired channel and confirm that there is no tick in the Hidden column for the channel. 4 Confirm Customer has not switched to My Channels mode (see Image 1). 1. On the remote, press the Info button to display the info bar. 2. If a yellow dot appears between the channel name and the program name, the Fetch Box is set to My Channels mode and will only display a subset of channels. 3. To switch back to All Channels mode, press the Yellow button on the remote control. The info bar will appear to tell you that you are back in All Channels mode. 5 Perform a channel scan: 1. On the remote, press the Menu button. 2. Use the arrow keys to navigate to Manage then Settings. 3. Navigate across to Channels, and press the Paw button 4. Scroll across to Full Channel Scan tab (see Image 2) 5. Scroll down to Start Channel Scan option and press Paw 6. Enter the Parental PIN. 6 Where the channel has not been found in the scan, can the Customer receive the desired DVB-T channel? Is the channel available in Customer s area? A quick reference here Customer had hidden the channel. Unhide the channel. Problem Solved. Customer had no hidden channels. Go to step 4 Customer s Fetch Box was in My Either, add the desired channel to the Channels mode. Customer s My Channels list, or switch Fetch Box to All Channels mode. Customer s Fetch Box was in All Channels mode. Channel scan will begin (see Image 3). Scan takes about 3 minutes and reports Tuner Finds <##>Channels. Go to step 5 Where multiple copies of the same channel are available, Customer can select the one with the best signal (i.e is the standard range, but channels may also be available in the range). If channel found, problem solved. Tuner does not find channels Go to step 6 Channel is available in Customer s Go to step 7 area.

108 Fetch Troubleshooting Guide 108 Poor DVB-T reception / Some DVB-T channels unavailable is: Channel is not available in Customer s area. Tell Customer that channel not available. 7 Can the Customer pick up this channel on a different Digital Tuner? (i.e. can the Customer tune to this channel on the Digital TV, when not using the Fetch Box?) Yes, channel is available on TV/different tuner Unplug the aerial cable from the back of the TV for use in step 7. Go to step 8. No, channel is not available on TV Advise Customer to seek antenna 8 On the Fetch Box: 1. Verify that Customer s antenna cable is connected to the Tuner Input socket on the Fetch Box, and that the other end of this cable is coming from an antenna port (and not from the Tuner Output of another device). 2. Make sure that the Customer does not have anything connected to the Tuner Output socket of the Fetch Box, as this will also weaken the signal available to the Fetch Box. Notes: - Tuner output not available on Gen3 and Mini. - Customer should use a rooftop aerial, where possible, and avoid use of old rabbit ears aerials which are not effective for picking up DVB-T signals. Customer s Fetch Box is directly connected to aerial socket. Customer s Fetch Box is not connected to aerial socket. advice to improve DVB-T reception. Go to step 9 Remove any intervening devices, boosters, splitters, amplifiers etc. and go to step 9. Go to step 10 9 Customer is using quality input from wall aerial socket to Fetch Box. Yes, Customer is using well shielded, quality aerial cable. No, Customer is not using quality aerial Swap for high quality aerial cable and cable. go to step Are there any sources of potential interference? i.e.: Yes Where possible, eliminate any sources faulty amplifiers of interference (i.e. turn off lights to down lights and/or fluorescent lights test). Go to step 11. central heating No sources of interference identified. Go to step Soft Factory Reset Fetch Box: Fetch Box is soft reset, clearing Go to step Power cycle Fetch Box. channel and network settings.

109 2. After the first splash screen has appeared (several seconds into the start up process), begin pressing the following keys on the remote control in order: Red Green Yellow Blue, and continue to do this until the Fetch Box will restart and try to login. Fetch Troubleshooting Guide 109 Poor DVB-T reception / Some DVB-T channels unavailable REM/REC / / light on the Fetch Box starts flashing. 12 Re-test DVB-T. Channel tunes correctly Problem Solved. Channel unavailable Escalate fault to Fetch Service Provider. Provide detail of channels affected and Fetch Box Serial Number.

110 Fetch Troubleshooting Guide 110 Message: Channel stopped to allow recording. To view the selected channel please cancel any current recordings displaying the streamed icon. Message: Channel stopped to allow recording. To view the selected channel please cancel any current recordings displaying the streamed icon. Applicable devices: Gen1, Gen2, Gen3 The user is trying to watch a streamed channel and X number of streamed channels recordings begin to record, exceeding the user s Streamed Channels Bandwidth Setting. Symptom Can t watch a linear channel Message: Channel Stopped to allow recording. To view the selected channel please cancel any current recordings displaying the streamed icon. Image 1: Channel stopped to allow recording. Solution Check the streamed channel bandwidth setting. 1 Confirm the Customer setting for streamed channels. On the remote: 1. Press the Menu button. Bandwidth setting can be reset to either: Problem Solved. 2. Use the arrow keys to navigate to Manage then Settings. - 1 Channel (2 Mbps) 3. Navigate across to User. - 2 Channels (4 Mbps) (default

111 Fetch Troubleshooting Guide 111 Message: Channel stopped to allow recording. To view the selected channel please cancel any current recordings displaying the streamed icon. 4. Press the Paw button. setting) 5. Navigate across to the Streaming tab. - 3 Channels (6 Mbps) If the Customer does not have the bandwidth available, cancel one of the active recordings. 2 Ask the Customer to cancel one of their active recordings. On the remote: 1. Press the Menu button. 2. Use the arrow keys to navigate down the TV menu to TV Guide. 3. Use the arrow keys to locate the show / recording to cancel. 4. Press the Paw button. 5. Scroll to the on screen Recording option. 6. Press the Paw button. 7. Scroll to the on screen Stop Recording option. Customer cannot increase the bandwidth setting (or does not have extra bandwidth available). Cancels one of the active recordings, and frees up bandwidth for the Customer to watch the other streamed channel. Go to step 2 Problem Solved.

112 Fetch Troubleshooting Guide 112 Message: Streaming issue. Please check Internet. Message: Streaming issue. Please check Internet. This message will appear when trying to view a Linear Subscription TV channel that is currently unavailable. Applicable devices: Gen1, Gen2, Gen3, Mini Symptom Can t watch the channel Message: Streaming issue. Please check Internet. Image 1: Could not play channel Image 2: Diagnostics Settings Solution Verify the Customer is subscribed to the channel in <ISP Provisioning System> and has Network connectivity. 1 Ask Customer to change channel (change down a channel, wait 5 Could not play channel. Go to step 2 seconds, then change back up to the channel again). Channel plays back. Problem Solved 2 Look up the Customer in <ISP Provisioning System>. Confirm that Customer has channel packs. Go to step 3 the Customer has subscribed to the channel packs containing the channel they are trying to join. Fetch Lite. Explain to Customer that channel

113 Fetch Troubleshooting Guide 113 Message: Streaming issue. Please check Internet. packs are available for subscription, and assist with subscription process. Problem Solved. 3 Confirm Local Network Connectivity: 1. On the remote, press the Menu button. 2. Use the arrow keys to navigate to Movies then Movie Store. 3. Press the Paw button. 4. Use the arrow keys to select a title, and press the Paw button to view the movie details. 5. Select the on screen Trailer option and press Paw to start download. Can the user download a trailer to the Fetch Box? 4 Try a different Linear channel (i.e. a channel between ). Linear channels are differentiated by a linear channel symbol in the information bar (rather than the DVB-T channel symbol). DVB-T Channel: Internet connectivity confirmed when message appears <Movie_Title> is ready. <Blue Button> Play Now. Customer cannot download file. Customer can see different linear channels. Go to step 4. Go to Internet Connectivity Problem (p52) Escalate to Fetch Service Provider, providing details of channel name and Could not play channel error message. HLS Linear Channels: To view information bar on screen, press Info button on remote. 5 Restart the Fetch Box. - For Gen1 Fetch Box, turn off at the switch on the back, wait 10 seconds, then switch it back on. - For Gen2 or Gen3 Fetch Box, unplug the power from the Fetch Box and wait 10 seconds before reinserting. 6 Soft Factory Reset Fetch Box: 1. Power cycle Fetch Box. Customer can t see other linear channels. Fetch Box starts up and loads Home screen. Customer can see linear channels. Customer can t see other linear channels. Fetch Box starts up and loads Home screen. Customer can see linear Go to step 5 Problem Solved. Go to step 6 Problem Solved.

114 2. After the first splash screen has appeared (several seconds into the start up process), begin pressing the following keys on the remote control in order: Red Green Yellow Blue, and continue to do this until the channels. REM/REC / / light on the Fetch Box starts flashing. Customer can t see other linear channels. Fetch Troubleshooting Guide 114 Message: Streaming issue. Please check Internet. Escalate to Fetch Service Provider, providing details of channel name and Could not play channel error message.

115 Fetch Troubleshooting Guide 115 Message: This content is blocked Message: This content is blocked Applicable devices: Gen1, Gen2, Gen3, Mini When trying to watch TV, this message is shown when a channel has been blocked and the Customer fails to enter the Parental PIN at least three times. Symptom Can t watch a TV channel Message: This content is blocked Image 1: Content blocked Image 2: Parental Controls > Block Channels Solution Unblock the channel (requires removal of Parental PIN on channel) to allow access to the channel. 1 Unblock the channel: 1. On the remote, press the Menu button. 2. Navigate to Manage then Settings and press the Paw button. 3. Navigate to Parental Controls then Block Channels. Press Paw. 4. Enter the Parental PIN. 5. Select the channel you wish to unblock (any blocked channels will be ticked) and press Paw. You can now watch this channel without entering a Parental PIN.

116 Fetch Troubleshooting Guide 116 Message: Sleep mode Message: Sleep mode Applicable devices: Gen1, Gen2, Gen3, Mini A linear channel left running on the Fetch Box for >3 hours without activity from the remote control will turn off the channel displaying a Sleep Mode message. Fetch can also be set up to stop streaming a linear channel if the Customer turns their connected TV off (or other HDMI event, like switching the AV source away from Fetch or unplugging the HDMI cable). Notes: If you leave linear stream timeouts enabled it won t affect any recordings (if the Fetch Box is recording, it will not time out the channel) If you leave linear stream timeouts enabled, this will save bandwidth use when the TV is not being watched If the TV is to be constantly on in a display environment then you should set Linear Stream Timeout to never time out Option not available on Optus Symptom Can t watch a TV channel Message: Sleep Mode. Your Fetch Box is sleeping. Press any key to wake up. Image 1: Channel in sleep mode Image 2: Channel time out setting

117 Fetch Troubleshooting Guide 117 Message: Sleep mode Solution Disable linear channel time out in the Settings. 1 Disable the bandwidth conservation setting (Streamed Channel Time Out): 1. On the remote, press the Menu button. 2. Navigate to Manage then Settings. 3. Press the Paw button. 4. Navigate to User and press Paw. 5. Enter your Parental PIN. 6. Navigate down to the Streamed Channel Time Out option (see Image 2). 7. Press Paw to select Never at Streamed Channel Time Out. Linear channels will no longer stop playing after three hours or when the TV is turned off. Problem Solved.

118 Fetch Troubleshooting Guide 118 Message: This channel is about to enter sleep mode Message: This channel is about to enter sleep mode Applicable devices: Gen1, Gen2, Gen3, Mini A linear channel left running on the Fetch Box for almost 3 hours without activity from the remote control will warn that the channel is about to be turned off, displaying a This channel is about to enter sleep mode alert. Notes: If you leave linear stream timeouts enabled, it won t affect any recordings (if the Fetch Box is recording, it will not time out the channel) If you leave linear stream timeouts enabled, this will save bandwidth use when the TV is not being watched If the TV is to be constantly on in a display environment then you should set Linear Stream Timeout to never time out Symptom After a long period of inactivity, the screen shows an alert message: This channel is about to enter sleep mode Image 1: Channel about to enter sleep mode Image 2: Channel Time Out setting

119 Fetch Troubleshooting Guide 119 Message: Bandwidth Low Solution Press the blue button on the remote control to keep watching the channel, or disable linear channel time out in the Settings. 1 Disable the bandwidth conservation setting (Streamed Channel Linear channels will no longer stop Time Out): playing after three hours. 1. On the remote, press the Menu button. 2. Navigate to Manage then Settings. 3. Press the Paw button. 4. Navigate to User and press Paw. 5. Enter your Parental PIN. 6. Navigate down to the Streamed Channel Time Out option (see Image 2). 7. Press Paw to select Never at Streamed Channel Time Out.

120 Fetch Troubleshooting Guide 120 Message: Bandwidth Low Message: Bandwidth Low Applicable devices: Gen1, Gen2, Gen3, Mini Bandwidth alerts may display if a Customer s internet bandwidth is limited and other devices in the home begin competing for that bandwidth (e.g. downloading a movie) while they are watching or recording an HLS streamed channel. Note: 3Mbps is the recommended minimum available bandwidth for the first Fetch box in the house and 2Mbps for each additional box. If the Customer has 3 connected Fetch boxes they re using for Multiroom purposes, 7Mbps would therefore be the total recommended minimum available bandwidth. Symptom Image freezes and pauses when watching a streamed TV channel Message: Bandwidth Low: Multiple Sources are attempting to use your internet bandwidth Image 1: Bandwidth Low Image 2: Streamed Channel Settings (4 Mbps) Image 3: Streamed Channel Settings (2 Mbps) Solution The message will close automatically when there is enough bandwidth again. To stop the message from appearing again press the Green button on your remote control. Check if problem occurs on <ISP Support Fetch service> and check the Customer s Internet connection and bandwidth. 1 User to change Streamed Channel bandwidth settings:

121 To improve channel/recording quality, the user can choose a lower bandwidth setting for streamed channels. 1. On the remote, press the Menu button. 2. Navigate to Manage then Settings. 3. Press the Paw button. 4. Navigate across to User, then down to Streaming. 5. Press the Paw button. 6. Enter the Parental PIN. 7. Select a lower Bandwidth Setting. The following Bandwidth Settings are available: 1 channel (2 Mbps) The lower setting limits the Fetch Box to join one stream, meaning the Customer can only watch/record one linear channel at a time. Choose this setting if streamed channels are not playing smoothly. (Note: On this setting the Customer can still watch and record the same linear channel). 2 channels (4 Mbps) The higher setting lets the Fetch Box join two streams. The Customer can watch 1 linear channel and record another, or record 2 linear channels at once. 3 channels (6 Mbps) The higher setting lets the Fetch Box join three streams. The Customer can watch 1 linear channel and record another two, or record 2 linear channels at once. Choose this setting if streamed channels are playing smoothly. Fetch Troubleshooting Guide 121 Message: Bandwidth Low

122 Fetch Troubleshooting Guide 122 Message: You are currently recording. To be able to scan you must stop all recordings or wait until they have completed. Message: You are currently recording. To be able to scan you must stop all recordings or wait until they have completed. Symptom Error: "You are currently recording. To be able to scan you must stop all recordings or wait until they have completed. Applicable devices: Gen1, Gen2, Gen3 Solution Customer is trying to channel scan while recording Free-to-Air TV. Cancel scan or go ahead and cancel all active recordings until channel scan has completed. Image 1: Channel Scan Error 1 Advise Customer to either cancel current recordings, or wait Channel Scan cancelled. until recordings have completed to perform channel scan: To wait for recordings to complete before performing channel scan Customer selects the Cancel button Customer selects the Green button All recordings stopped. Channel scan continues until complete. Wait for recordings to complete or go to Menu > My Stuff > Recordings to manage your recordings (then return to Menu > Manage > Settings > Channels > Full Channel Scan to do channel scan). Problem Solved

123 Fetch Troubleshooting Guide 123 In this section RECORDING ERRORS In this section Recording errors Message: This Item will not record due to other series tags having a higher priority. You can change your priorities in My Stuff Message: This item will not record due to this item already existing in your 'My Stuff'. Message: This channel is not recordable Message:<program name> on <channel name> could not be recorded as your hard disk is full Message: <program name> on <channel name> could not be recorded. Please check your Internet connection. Message: <program name> on <channel name> could not be recorded as there was a recording system failure. Message: <program name> on <channel name> at <time1> - <time 2> could not be recorded due to a conflict with... Message: Your recording of <program name> on <channel name> at <time> was affected by low stream quality Message: Could not record. You have too many streaming channels recording at one time. Message: Could not record. You can record a maximum of 4 items. Message: Could not record. You can record a maximum of 6 items Message: Could not record. You can record from a maximum of 2 channel families. Message: Could not record. You can record from a maximum of 3 channel families. Message: The program has already finished

124 Fetch Troubleshooting Guide 124 Message: This item will not record due to other series tags having a higher priority. You can change your priorities in My Stuff Message: This item will not record due to other series tags having a higher priority. You can change your priorities in My Stuff This message will display in the EPG program detail view when: Applicable devices: Gen1, Gen2, Gen3 1. Customer has set up too many series tags for an overlapping time period, and 2. Too many series tags have a higher priority than the highlighted show (or manually started recordings are set that overlap with tagged recordings). Symptom Solution Can t record a program Message: This item will not record due to other series tags having a higher priority. You can change your priorities in My Stuff Advise the Customer that this is standard behaviour. Customer can re-prioritise their series tags as per the steps below. Image 1: Other series tags have priority, and this item will not record. 1 Re-prioritise Series Tags: 1. On the remote, press the Menu button. 2. Use the arrow keys to navigate to My Stuff then Recordings. 3. Press the Paw button. 4. Use the arrow keys to navigate to Series Tags tab. 5. Press Paw. 6. Use the arrow keys to navigate to a Series Tag. 7. Highlight the Up or Down arrows on screen, and use the Paw button to move the Series Tag Up or Down the priority queue. Changes made to series tag priority will take effect daily, at 6am. Series tags will be reprioritised, and Customer will have selected shows to record. Advise Customer of this behaviour. Problem Solved.

125 Fetch Troubleshooting Guide 125 Message: This item will not record due to other series tags having a higher priority. You can change your priorities in My Stuff If the Customer needs to make changes for the same day, proceed to step To force a rescheduling of series tags, press the Yellow button on the remote. 2 Look for manual recordings running that overlap with the show the Customer wants to record and cancel these recordings: 1. On the remote, press the Menu button. 2. Use the arrow keys to navigate to My Stuff then Recordings. 3. Press the Paw button. 4. In the Recorded tab, look for any active recordings (shaded in pink/red) that don t have the series tag star next to them. 5. Navigate down to this recording and press the Paw button. 6. Select the Recording option and press the Paw button. 7. Select the Stop Recording option and press the Paw button. 8. Scroll up to Recorded tab. Series tags are reprioritised, but Customer still cannot record desired show. Customer can now reprioritise series tags and record show. Go to step 2 Problem Solved.

126 Fetch Troubleshooting Guide 126 Message: This item will not record due to this item already existing in your 'My Stuff' Message: This item will not record due to this item already existing in your 'My Stuff' The Customer is trying to record a show, but a copy of this show already exists in their recorded programs. Applicable devices: Gen1, Gen2, Gen3 Symptom A Series Tag does not schedule a recording Message: This item will not record due to this item already existing in your 'My Stuff'. Image 1: This item will not record due to this item already existing in your My Stuff. Solution The Customer has already recorded a copy of the show, and the Fetch Box will not try to record another identical copy. If the Customer thinks the show they re trying to record is different, they can delete the version in My Stuff > Recordings and try to record the live show again.

127 Fetch Troubleshooting Guide 127 Message: This channel is not recordable Message: This channel is not recordable Applicable devices: Gen1, Gen2, Gen3 This message is displayed if Customers try to record a channel that is not available to record e.g. Free-to-Air Radio Channels. Symptom Can t record a program Screen shows an alert message: This channel is not recordable Image 1: Channel is not recordable Solution Advise the Customer that this is standard behaviour. 1 Customer receives the above alert when they try to record a channel. Some channels may not be recorded (e.g. Free-to-Air Radio channels). This behaviour is expected. Advise Customer of this behaviour.

128 Message: <Program Name> on <Channel Name> could not be recorded as your hard disk is full. Fetch Troubleshooting Guide 128 Message: <Program Name> on <Channel Name> could not be recorded as your hard disk is full. Applicable devices: Gen1, Gen2, Gen3 By default, the Fetch Box Hard Disk will self-manage to make sure there is enough space for new recordings. This message will occur if a Customer has protected all recordings and tries to make a new recording when the disk is full. Symptom Can t record a program A message appears in Manage > Messages <program name> on <channel name> could not be recorded as your hard disk is full. Image 1: Disk is full message Image 2: Manage > Settings > Storage Solution Check there is enough space on the Customer s Fetch Box for new recordings, and if not walk Customer through deleting some recordings. 1 Check there is enough space available for new recordings: 1. On the remote, press the Menu button. 2. Use the arrow keys to navigate to Manage then Settings. 3. Navigate to Storage. The Recordings section displays how much space is available for new recordings. Note: 1 hour of recordings will require approximately 1GB of available Confirmed there is no space is available for new recordings. Go to step 3

129 Hard Factory Reset Fetch Box: WARNING: Make Customer aware this will wipe all recordings, series tags etc. 1. Power cycle Fetch Box. 2. After first splash screen appears (approximately 10 seconds into the start up process), begin pressing the following keys on the remote control in order: "Blue" - "Yellow" - "Green" - "Red" and continue to do this until the REM/REC / light on the Fetch Box starts flashing. Fetch Troubleshooting Guide 129 Message: <Program Name> on <Channel Name> could not be recorded as your hard disk is full. hard disk space. Fetch Box shows a negative number for Total space. Restart Fetch Box (around 3 minutes) and go to step 2. 2 Disk problems need a reformat of the Fetch Box hard disk. Hard reset performed. Fetch Box will format the hard disk, restart and try to login. 3 Walk Customer through deleting some old recordings to create space for new recordings. 1. On the remote, press the Menu button. 2. Use the arrow keys to navigate to My Stuff then Recordings. 3. Press the Paw button. 4. Select program or episode to delete and press Red button. Notes: - Advise the Customer that deleting a folder with many recordings can take a few minutes. - If using a Gen1 or Gen2 remote, use the Clear button on the remote to delete recordings. 4 Where a Customer has set up the Fetch Box to protect all recordings, ask them to let the Fetch Box manage storage. 1. On the remote, press the Menu button. 2. Use the arrow keys to navigate to Manage then Settings. 3. Press the Paw button. 4. Navigate across to User and down to Recording. 5. Press Paw. 6. Enter Parental PIN. Note: To show numbers on Gen3 remote, press, the numbers will light up and you can use them to enter the PIN. Customer now has space available for recordings. The oldest recordings will automatically be deleted to make space available for new recordings (unless they have been protected by the Customer). Note: After the box reboots the Customer will be presented with the Welcome screen, where they will be asked to: 1. Activate their Fetch Box 2. Set audio settings 3. Confirm Parental PIN 4. Perform a channel scan 5. Run a Diagnostics check Problem Solved. Repeat, as necessary, until you have space available for recordings. Go to step 4

130 Fetch Troubleshooting Guide 130 Message: <Program Name> on <Channel Name> could not be recorded as your hard disk is full. 7. Navigate to Manage Storage. 8. Press Paw to scroll through the options Keep all (Managed), Keep all (Protected), 5 episodes etc.) 9. With Keep all (Managed) selected, press the Exit button.

131 Fetch Troubleshooting Guide 131 Message: <Program Name> on <Channel Name> could not be recorded. Please check your Internet connection. Message: <Program Name> on <Channel Name> could not be recorded. Please check your Internet connection. Applicable devices: Gen1, Gen2, Gen3 This message is logged in the Customer s messages if the Fetch Box loses internet connectivity at the time of a scheduled streamed channel recording. Symptom Fetch Box does not begin to record program A message appears in Manage > Messages <program name> on <channel name> could not be recorded. Please check your Internet connection" Image 1: Recording Problem please check your internet connection Image 2: Internet diagnostics test passed Solution Check that the Customer s internet connection has been restored, and re-test channel recording. 1 Run Fetch Box Internet Diagnostics. Using the remote: 1. Press Menu button, then navigate to Manage then Settings. 2. Press the Paw Button. 3. Navigate down to Diagnostics. 4. Press the Paw button. 5. Scroll down to Internet. No problems found with your Fetch Box s internet connection. Fetch Service Provider - go to step 2 Customer - go to step 3

132 Fetch Troubleshooting Guide 132 Message: <Program Name> on <Channel Name> could not be recorded. Please check your Internet connection. 6. Press the Paw button. The Internet Diagnostics Tests will run. There is a problem with your Fetch Go to Internet Connectivity Problem 2 Fetch Service Provider tries replicate channel test on Fetch Box at call centre (Fetch Service Provider Rep. to try and play channel named at step 2). 3 Can the Customer connect to another linear channel (a channel over number 100)? Box s Internet connection. Fetch Service Provider representative can play back channel at call centre. Problem restricted to Customer Fetch Box. Fetch Service Provider representative replicates Customer fault. Message: Streaming issue. Please check Internet. (p52) Fetch Service Provider to investigate faults in CDN Node? Escalate within Fetch Service Provider support. Provide detail of channels, and detail that it is affecting multiple Fetch Boxes. Go to step 4 Using the remote control: 1. Ask the Customer to try and play another channel. 2. Ask the Customer to record other channel. 4 Restart the Fetch Box. - For Gen1 Fetch Box, turn off at the switch on the back, wait 10 seconds, then switch it back on. - For Gen2 or Gen3 Fetch Box, unplug the power from the Fetch Box and wait 10 seconds before reinserting. Does the NET / light on the Fetch Box turn blue within 90 seconds of restart? 5 Soft Factory Reset Fetch Box: 1. Power cycle Fetch Box. 2. After the first splash screen has appeared (several seconds into the start up process), begin pressing the following keys on the remote control in order: Red Green Yellow Blue, and continue to do this until the REM/REC / light on the Fetch Box starts flashing. Customer cannot play alternative channel. Other channel plays successfully. NET / light turns blue, indicating that Fetch Box has a physical network connection and an IP address. Fetch Box is soft reset, clearing channel and network settings. Fetch Box will restart and try to login. Problem Solved Go to step 5 Go to step 6

133 Fetch Troubleshooting Guide 133 Message: <Program Name> on <Channel Name> could not be recorded. Please check your Internet connection. 6 Hard Factory Reset Fetch Box: WARNING: Make Customer aware this will wipe all recordings, series tags etc. 1. Power cycle Fetch Box. 2. After first splash screen appears (approximately 10 seconds into the start up process), begin pressing the following keys on the remote control in order: "Blue" - "Yellow" - "Green" - "Red" and continue to do this until the Hard reset performed. Fetch Box will format the hard disk, restart and try to login. REM/REC / light on the Fetch Box starts flashing. Note: After the box reboots the Customer will be presented with the Welcome screen, where they will be asked to: 1. Activate their Fetch Box 2. Set audio settings 3. Confirm Parental PIN 4. Perform a channel scan 5. Run a Diagnostics check Still can t record. Problem Solved. Escalate to Fetch Service Provider to authorise return of Fetch Box with Fetch.

134 Fetch Troubleshooting Guide 134 Message: <Program Name> on <Channel Name> could not be recorded as there was a recording system failure. Message: <Program Name> on <Channel Name> could not be recorded as there was a recording system failure. Applicable devices: Gen1, Gen2, Gen3 This message is logged in the Customer s messages if the Fetch Box tuner fails to get a lock on the Free-to-Air channel at the time of a scheduled recording, due to poor reception or interference. Symptom Can t record a program A message appears in Manage > Messages <program name> on <channel name> could not be recorded as there was a recording system failure. Image 1: Recording System Failure Image 2: Channel Quality (FTA Channel) Solution Check that the Customer can record the channel and that the Fetch Box Signal Strength for the channel is close to 100%. 1 Ask the Customer to use the remote to navigate to the channel. Channel tunes in. Go to step 2 Channel is unavailable or shows poor reception. Go to Poor DVB-T reception / Some DVB-T channels unavailable (p106) 2 Record a program: Recording successful. Fetch Box channel can tune and can 1. On the remote, press the Record button to start recording record channel.

135 Fetch Troubleshooting Guide 135 Message: <Program Name> on <Channel Name> could not be recorded as there was a recording system failure. and the Stop button to end the recording. Go to step Press the Menu button. 3. Use the arrow keys to navigate to My Stuff then Recordings. 4. Press the Paw button. Can the Customer see the new recording? Recording unsuccessful. Go to step 3 3 Reboot Fetch Box (approximately three minutes). Recording successful. Go to step 4 Repeat step 2. Recording unsuccessful Weak signal strength suspected. Go to Poor DVB-T reception / Some DVB-T channels unavailable (p106) 4 Check Customer s Fetch Box has strong signal for channel: 1. On the remote, press the Menu button. 2. Use arrow keys to navigate to Manage and Settings. 3. Press the Paw button. 4. Navigate to Channels and press the Paw button. 5. Navigate to the FTA Channel Test tab and press Paw. 6. Use remote control number pad to enter the Parental PIN. 7. Navigate to the desired channel, then navigate across to Measure and press Paw. 8. User will see Channel Quality screen (see Image 2). Signal Strength and Signal Quality both close to 100%. Sufficient for error free reception. Likely cause of reception issues is a storm or other environmental factor. Low Signal and/or Low Quality (Image 2) Remove any sources of signal weakness or potential interference (i.e. DVB-T signal will weaken with each additional device/cable/plug it passes through, with long cable runs and with an inadequately shielded cable). If the problem recurs, advise the Customer to seek antenna advice to improve DVB-T reception.

136 Fetch Troubleshooting Guide 136 Message: <Program Name> on <Channel Name> at <Time1> - <Time 2> could not be recorded due to a conflict with the following items Message: <Program Name> on <Channel Name> at <Time1> - <Time 2> could not be recorded due to a conflict with the following items This message is logged in the Customer s messages if a number of series tags conflict to prevent the recording of a show. Applicable devices: Gen1, Gen2, Gen3 Symptoms If a recording is affected by a series tag conflict, the following occurs: Show is not recorded. A message appears in Manage > Messages <program name> on <channel name> at <time1> - <time 2> could not be recorded due to a conflict with the following items Image 1: Program could not be recorded message Image 2: Re-prioritise series tags. Solution Show the Customer where to re-prioritise the order of their series tags.

137 1. On the remote, press the Menu button. 2. Use the arrow keys to navigate to My Stuff then Recordings. 3. Press the Paw button. 4. Use the arrow keys to navigate to Series Tags tab. 5. Press Paw. 6. Use the arrow keys to navigate to a Series Tag. 7. Highlight the Up or Down arrows on screen, and use the Paw button to move the Series Tag Up or Down the priority queue. Fetch Troubleshooting Guide 137 Message: <Program Name> on <Channel Name> at <Time1> - <Time 2> could not be recorded due to a conflict with the following items 1 Re-prioritise Series Tags: Series tags will be reprioritised, and Customer will have selected shows to record. Advise Customer of this behaviour Problem Solved. Changes made to series tag priority will take effect daily, at 6am. If the Customer needs to make changes for the same day, go to step To force a rescheduling of series tags, press the Yellow button on the remote to reschedule. 2 Look for manual recordings running that overlap with the show the user wants to record and cancel these recordings: 1. On the remote, press the Menu button. 2. Use the arrow keys to navigate to My Stuff then Recordings 3. Press the Paw button. 4. In the Recorded tab, look for any active recordings (shaded in pink/red) that don t have the series tag star next to them. 5. Scroll down to this recording and press the Paw button. 6. Navigate to the Recording on screen option and press the Paw button. 7. Navigate to the Stop Recording option and press the Paw button. 8. Scroll up to Recorded tab. Series tags are reprioritised, but Customer still can t record item. Customer can now reprioritise series tags and record show. Go to step 2 Problem Solved.

138 Fetch Troubleshooting Guide 138 Message: Your recording of <Program Name> on <Channel Name> at <time> was affected by low stream quality Message: Your recording of <Program Name> on <Channel Name> at <time> was affected by low stream quality Applicable devices: Gen1, Gen2, Gen3, Mini This message is logged in the Customer s messages area if the Fetch Box could not stream a Subscription TV channel delivered using HLS Streaming at the time of a scheduled recording, due to low bandwidth. Symptoms If a recording is affected by low stream quality, the following will occur: Disrupted Recording icon displays for the recording in My Stuff > Recordings A message appears in Manage > Messages that the quality of the playback may be unsatisfactory The quality of the recording may be very low. Image 1: Recording affected by low stream quality Image 2: Icon for Disrupted Recording Image 3: Multiroom recording, Disrupted Recording Solution Limit the bandwidth required for HLS channels On the remote, press the Menu button. Customer receives a better quality Advise Customer that they can also

139 Fetch Troubleshooting Guide 139 Message: Your recording of <Program Name> on <Channel Name> at <time> was affected by low stream quality 2. Navigate to Manage then Settings. 3. Press the Paw button. 4. Navigate across to User, then down to Streaming. 5. Press the Paw button. 6. Enter the Parental PIN. 7. Navigate across to the Bandwidth setting and change it from 2 channel (4 Mbps) to 1 channel (2 Mbps) stream. Customer can t record and watch different HLS channels at the same time. reduce other sources using internet bandwidth in their home to improve the quality of future recordings of streamed channels. Notes: - In a Multiroom environment, if the Customer sees the disrupted recording from their Mini (see Image 3), they ll need to go to the box on which the recording is stored to do the above steps. - If the Customer has multiple PVR boxes in the home (e.g. Gen2 and Gen3 box or two Gen 3 boxes) on which they record, they may need to limit the bandwidth setting on both PVR boxes. 3Mbps is the recommended minimum available bandwidth for the first Fetch box in the house and 2Mbps for each additional box. If the Customer has 3 connected Fetch boxes they re using for Multiroom purposes, 7Mbps would therefore be the total recommended minimum available bandwidth.

140 Message: Could not record. You have too many streaming channels recording at one time. Fetch Troubleshooting Guide 140 Message: Could not record. You have too many streaming channels recording at one time. Applicable devices: Gen1, Gen2, Gen3 This message will display in the EPG program detail view when Customer has tried to record too many streamed channels in an overlapping time period and exceeds the User s Bandwidth setting. Symptom Can t record a streamed program Message: Could not record. You have too many streaming channels recording at one time Image 1: You have too many streaming channels recording at one time Image 2: Streamed Channels, bandwidth setting. Solution Advise the Customer that this is standard behaviour. The Customer can increase bandwidth settings or re-prioritise their series tags / recordings as follows: 1 Confirm the Customer setting for streamed channels. On the remote: 1. Press the Menu button. 2. Use the arrow keys to navigate to Manage then Settings. 3. Navigate across to User. 4. Press the Paw button. 5. Navigate across to Streaming tab. Bandwidth setting can be reset to either: Customer can increase their bandwidth to 6Mbps Or Customer cannot increase the Successful if Customer can increase the bandwidth setting (e.g. change 2 Channel (4Mbps) to 3 Channel (6Mbps)).

141 Fetch Troubleshooting Guide 141 Message: Could not record. You have too many streaming channels recording at one time. 6. Customer has options of: a. 1 Channel (2Mbps) b. 2 Channel (4Mbps) the default setting c. 3 Channel (6Mbps) bandwidth setting (or does not have extra bandwidth available). If the Customer does not have the bandwidth available, cancel one of the active recordings. 2 Show the Customer how to prioritise their active recordings: 1. On the remote, press the Menu button. 2. With TV Guide selected, press the Paw button. 3. Use the arrow keys to locate the show / recording to cancel 4. Press the Paw button on the remote control. 5. Navigate to Recording option. 6. Press the Paw button. 7. Navigate to Stop Recording option. 8. Press the Paw button. Customer cannot increase the bandwidth setting (or does not have extra bandwidth available). Cancels one of the active recordings, and frees up bandwidth for the Customer to watch the other streamed channel. Go to step 2 Problem Solved.

142 Fetch Troubleshooting Guide 142 Message: Could not record. You can record a maximum of 4 items. Message: Could not record. You can record a maximum of 4 items. Applicable devices: Gen1, Gen2 These messages appear if you try to set the recording of a channel or program at a time where you already have too many recordings in progress. Symptom (Gen1 Fetch Box) A message appears to notify the Customer that they may only record two shows at once, and asks them to choose which to record. (Gen2 Fetch Box) A message appears to notify the Customer that they may only record four shows at once, and asks them to choose which to record. Image 1: Could not record. You can record a maximum of 4 items. Solution 1 In the Could not record message: 1. Use the remote control to select a show to and press the Paw button to stop a recording, or exit the dialogue box via the Cancel button. 2. Select the Confirm option and press the Paw button to confirm the conflict has been fixed. This takes you back to the EPG where your new recording is now set. Recording conflict is resolved (but only two channel families are to be recorded at the designated time) Problem Solved.

143 Fetch Troubleshooting Guide 143 Message: Could not record. You can record a maximum of 6 items. Message: Could not record. You can record a maximum of 6 items. These messages appear if you try to set the recording of a channel or program at a time where you already have too many recordings in progress. Symptom Applicable devices: Gen3 (Gen3 Fetch Box) appears to notify the Customer that they may only record six shows at once, and asks them to choose which to record. Image 1: Could not record. You can record a maximum of 6 items. Solution 1 In the Could not record message: Recording conflict is resolved. Problem Solved. 1. Use the remote control to select a show to and press the Paw button to stop a recording, or exit the dialogue box via the Cancel button. 2. Select the Confirm option and press the Paw button to confirm the conflict has been fixed. This takes you back to the EPG where your new recording is now set.

144 Message: Could not record. You can record from a maximum of 2 channel families. Fetch Troubleshooting Guide 144 Message: Could not record. You can record from a maximum of 2 channel families. Applicable devices: Gen2 Free-to-Air channels can record up to 4 shows at once, but they can only be from a maximum of 2 channel families. For example, Channel 7 family is made up of 7, 7two, 7mate etc. and the Channel 9 family is made up on 9, Gem, GO etc. Symptom (Gen2 Fetch Box) A message appears to notify the Customer that they may only record from a maximum of 2 channel families at once, and asks them to choose which to record. Image 1: Recorder warning Solution Choose which programs to record. 1 In the Could not record message: 1. Press the Paw button to stop a recording, or exit the dialogue box via the Cancel button. 2. Select the Confirm option and press the Paw button to confirm the conflict has been fixed. This takes you back to the EPG where your new recording is now set. Recording conflict is resolved (but only two channel families are to be recorded at the designated time). Problem Solved.

145 Message: Could not record. You can record from a maximum of 3 channel families. Fetch Troubleshooting Guide 145 Message: Could not record. You can record from a maximum of 3 channel families. Applicable devices: Gen3 Free-to-Air channels can record up to 6 shows at a time, but they ll need to be from no more than 3 channel families. For example, Channel 7 family is made up of 7, 7two, 7mate etc. and the Channel 9 family is made up on 9, Gem, GO etc. Symptom (Gen3 Fetch Box) A message appears to notify the Customer that they may only record from a maximum of 3 channel families, and asks them to choose which to record. Image 1: Recorder warning Solution Choose which programs to record. 1 In the Could not record message: 1. Press the Paw button to stop a recording, or exit the dialogue box via the Cancel button. 2. Select the Confirm option and press the Paw button to confirm the conflict has been fixed. This takes you back to the EPG where your new recording is now set. Recording conflict is resolved (but only three channel families are to be recorded at the designated time). Problem Solved.

146 Fetch Troubleshooting Guide 146 Message: The program has already finished Message: The program has already finished This message is shown if the Customer tries to record a program after the program has finished. Applicable devices: Gen1, Gen2, Gen3 Symptom An alert appears to tell the user that the program they have asked to record has already finished. Image 1: Recorder warning the program has already finished Solution Acknowledge message and continue.

147 Fetch Troubleshooting Guide 147 In this section VIDEO ON DEMAND ERRORS In this section Video On Demand errors Error: Sorry, there was an error purchasing this movie. Error: The Download Queue is full Message: You have already watched <program name> and have been billed Message: Fetch Box has attempted to download title a number of times and been unsuccessful Message: '0 Movie Credits' OR '0 TV Episode Credits' OR 'You don't have any movie credits left' Movies fail part way through OR Corrupted TVOD files Can't use Netflix (Gen2) (Reset/Deactivate Netflix) Can't use Netflix (Gen3) (Quit/Reset/Deactivate Netflix) Issues with Stan

148 Error Purchasing Movie/TV Show: Sorry, there was an error purchasing this movie. Fetch Troubleshooting Guide 148 Error Purchasing Movie/TV Show: Sorry, there was an error purchasing this movie. Applicable devices: Gen1, Gen2, Gen3, Mini This message is usually caused by suspension of service (or service in the process of cancellation) or connection problems between the ISP and Fetch Middleware. Symptom Solution Can t purchase a movie or TV show Message: Sorry, there was an error purchasing this movie. Please try again later. Check the Customer s service is active, try to replicate the problem on another Fetch Box, and, if problem persists, escalate the issue. Image 1: Error Purchasing Movie 1 Confirm in <ISP Provisioning System> that service is not in either Service is suspended or cancelled. suspended or cancelled state. Denial of purchase to be expected. Address the root cause of service suspension. Service active. Go to step 2 2 Can fault be replicated on another Fetch Box? Yes, fault replicated. Escalate fault with Fetch Service Provider, providing details of: the title giving the error, and Serial Numbers of the Fetch Boxes. 3 Restart the Fetch Box and, after it starts up, try to purchase movie or TV show again. No, fault could not be replicated on another service. Purchase was successful. Purchase failed. Go to step 3 Problem Solved Escalate fault with Fetch Service

149 Fetch Troubleshooting Guide 149 Error Purchasing Movie/TV Show: Sorry, there was an error purchasing this movie. Possible Notification WSDL problem. Provider, providing details of title that is producing the error, and Serial number of the Customer s Fetch Box.

150 Fetch Troubleshooting Guide 150 Error: The download queue is full Error: The download queue is full Applicable devices: Gen1, Gen2, Gen3 This message appears if the Fetch Box has ten items queued for download, and the Customer then tries to add an eleventh title. Once a file has downloaded, you may select a new item to add to the download queue. Symptom Can t download a movie/tv show Screen shows an alert: The download queue is full Image 1: The Download Queue is Full in the notification area Image 2: Downloads Solution Wait for an item to complete downloading, or re-order the items in the download queue. 1 Re-order files from the download queue: 1. On the remote, press the Menu button. 2. Navigate across to Manage then Settings. 3. Press the Paw button. 4. Navigate across to Downloads 5. Press the Paw button. A list of all content queued for download on the Fetch Box is displayed (see Image 2). Go to step 2.

151 6. Navigate to the title you wish to promote or demote in the download queue order. 7. Use the up and down arrows to the right of the title name to move the title up or down the download queue. Fetch Troubleshooting Guide 151 Error: The download queue is full Note: You can also load your Downloads from the Movie Store, Movie Box and TV Store screens by pressing the Red button on the remote control. 2 Delete files from the download queue: 1. Use the remote to move up or down the download queue and select the download that you want to remove. 2. Press the Red button to remove the item. There should now be a space in the download queue for a new download. Note: If using a Gen1 or Gen2 remote, use the Clear button on the remote to delete downloads.

152 Message: You have already watched <program name> and have been billed for this rental Fetch Troubleshooting Guide 152 Message: You have already watched <program name> and have been billed for this rental Applicable devices: Gen1, Gen2, Gen3 This message is shown when the Customer tries to delete a VOD item from the download queue after they have completed purchase and started playing the title (but before the item is downloaded). Symptom Solution Message: You have already watched <program name> and have been billed for this rental Inform Customer that they have 48 hours from when they rented the title to download/watch it again. Image 1: already watched <program name> and been billed 1 Option 1 Cancel the deletion On the remote, press Back button to cancel delete and start download. Option 2 OK/Continue On the remote, navigate to the on screen Ok option and press the Paw button to continue with the deletion (under the understanding the Customer can re-download the title within 48 hours of purchase).

153 Message: Fetch Box has attempted to download title a number of times and been unsuccessful Fetch Troubleshooting Guide 153 Message: Fetch Box has attempted to download title a number of times and been unsuccessful Applicable devices: Gen1, Gen2, Gen3 This message appears in the Messages area when the Fetch Box can t download a VOD item after several automatic re-tries over a period of time. Symptom Mail message: Download Failed. Download for <title> has failed after too many attempts. Please check your internet connectivity. Solution This message indicates a connectivity problem, somewhere between the Fetch Box and CDN. Image 1: Download Failed message 1 Check the Customer has a working Internet connection. Is there a message in red text at top of screen saying No Internet Connection? Fetch Box shows No internet connection. Go to Internet Connectivity Problem (p52) Fetch Box appears to have an internet Go to step 2 connection. 2 Run Fetch Box Internet Diagnostics. On the remote: No problems found with your Fetch Go to step 3 1. Press Menu button, then navigate to Manage then Settings. 2. Press the Paw button. 3. Navigate down to Diagnostics and press the Paw button. 4. Scroll down to Internet. 5. Press the Paw button. The Internet Diagnostics Test will run. Box s internet connection and No problems found with your Fetch Box Hard Disk. There is a problem with your Fetch Box s Internet connection Go to Internet Connectivity Problem (p52) There is a problem with your Fetch Go to Message: Hard Disk Health test

154 Fetch Troubleshooting Guide 154 Message: Fetch Box has attempted to download title a number of times and been unsuccessful Box s Hard Disk failed OR Your Fetch Box Hard Disk Drive is showing errors (p172) 3 See if the Customer can download other content from ISP CDN. Ask the Customer to try and download and play a Movie Trailer: 1. On the remote, press the Menu button. 2. Use the arrow keys to navigate to Movies then Movie Store. 3. Press the Paw button. 4. Use the arrow keys to select a title, and press the Paw button to view the movie details. 5. Select on screen Trailer option and press Paw to download. Can the user download a trailer to the Fetch Box? Error in trying to download a movie trailer. Restart Fetch Box, and go to step 4. 4 Try removing VOD files from the hard disk: 1. Press Menu button, then navigate to Manage then Settings. 2. Press the Paw button. 3. Navigate down to Storage and press the Paw button. 4. Navigate to Video On Demand the Delete All. 5. Press the Paw button. 6. Enter parental PIN and select Ok to confirm. Download is successful. Go to step 4 All VOD content removed from hard Go to step 5 disk. 5 Try to download the movie/tv show again. Error in trying to download title. Escalate fault to Fetch Service Provider with details that a title seems to be missing / has incorrect link or can t pull from ISP CDN. Provide detail of download title and Fetch Box Serial Number. Download is successful Problem Solved. Clear old download failed messages so it will be easier to see if the problem recurs. Ask the Customer to: 1. Press Menu button, then navigate to Manage then Messages and press Paw. 2. Use arrow keys to navigate down to the relevant error message. 3. Press Exit to close messages. The read message will be cleared

155 Fetch Troubleshooting Guide 155 Message: Fetch Box has attempted to download title a number of times and been unsuccessful when the Customer next loads Messages.

156 Fetch Troubleshooting Guide 156 Message: 0 Movie Credits - you don t have any movie credits left OR 0 TV Episode Credits You don t have any TV episode credits left OR a credit is incorrectly deducted Message: 0 Movie Credits - you don t have any movie credits left OR 0 TV Episode Credits You don t have any TV episode credits left OR a credit is incorrectly deducted Applicable devices: Gen1, Gen2, Gen3, Mini This message is shown on the home carousel and in the Movie Credits or TV Credits area accessed through the Service Provider portal once a Customer who is provisioned for Movie Credits or TV Credits pack has used all credits. Note: The Movie Credits or TV Credits feature is only ever shown to a Customer who is specifically provisioned for this, and is not available to general users. Symptom Message on home carousel 0 Movie Credit and in Service Provider Portal > Movie Credits: You don t have any movie credits left, OR Message on home carousel 0 TV Episode Credit and in Service Provider Portal > TV Credits: You don t have any TV episode credits left Number of credits is reduced incorrectly due to a system error and without a title being successfully downloaded. Image 1: No movie credits left Image 2: No TV episode credits left

157 Solution Fetch Troubleshooting Guide 157 Message: 0 Movie Credits - you don t have any movie credits left OR 0 TV Episode Credits You don t have any TV episode credits left OR a credit is incorrectly deducted Let the Customer know that this is standard behaviour once they ve used all their available movie or TV episode credits, and that they ll have to pay for movie rentals or TV episode purchases again. The incorrect deduction of a movie or TV episode credit where an error occurs, may be due to a WSDL issue at the time of purchase. A power cycle of the Fetch Box should restore the movie or TV episode credit to the Customer account and allow them to try and rent the movie or purchase the TV episode again.

158 Fetch Troubleshooting Guide 158 Movies fail part way through OR Corrupted TVOD files Movies fail part way through OR Corrupted TVOD files Applicable devices: Gen1, Gen2, Gen3 Symptom A movie or TV show rental or purchase fails part way through, showing a garbled picture for a few seconds, then stopping and returning to the home screen Image 1: Showing Resume, but wait time increasing Solution Force the Fetch Box to resume playing the file if possible or delete VOD files from the HDD and try downloading again. 1 Pause and restart the download of the file: 1. Press Menu button, then navigate to Manage then Settings. 2. Press the Paw button. 3. Navigate down to Downloads. 4. Press the Paw button. 5. Select your movie or TV episode in download queue. 6. Navigate to the Pause All option and press Paw. 7. If the Pause All option is not available, select Start All. Movie or TV episode continues playing successfully. Problem Solved.

159 Ask the Customer to run a speed test to check they have enough bandwidth: 1. Go to 2. Run speed test 3. Ask Customer to report back results. Fetch Troubleshooting Guide 159 Movies fail part way through OR Corrupted TVOD files Movie or TV episode will not continue Go to step 2 playing. 2 Restart the Fetch Box, then try playing the title again. Movie or TV episode continues playing Problem Solved. successfully. Movie or TV episode still does not play. Go to step 3 3 Check the Customer has a working Internet connection. Is there a message in red text at top of screen saying No Internet Connection? Fetch Box shows No internet connection. Go to Internet Connectivity Problem (p52) Fetch Box appears to have a Go to step 4 connection 4 Speed Test Connection speed Greater than Plug Ethernet cable back into the Fetch 1.5Mbps? Box and go to step 5 Note: 3Mbps is the recommended minimum available bandwidth for the first Fetch box in the house and 2Mbps for each additional box. If the Customer has 3 connected Fetch boxes they re using for Multiroom purposes, 7Mbps would therefore be the total recommended minimum available bandwidth. Connection speed Less than 1.5Mbps Note: Fetch Box may still boot with minimum of 128kbps. Ask Customer to stop any other processes that might be limiting their network bandwidth, including any activity on all other computers and Internet enabled devices in the home. 5 Try removing VOD files from the hard disk: 1. Press Menu button, then navigate to Manage then Settings. 2. Press the Paw button. 3. Navigate down to Storage. 4. Press the Paw button. VOD content removed from Fetch Box hard disk. If Customer cannot achieve >1.5Mbps with nothing else running on the network <ISP Speed troubleshooting> Go to step 6

160 Fetch Troubleshooting Guide 160 Movies fail part way through OR Corrupted TVOD files 5. Scroll down to Video On Demand. 6. Navigate to Delete All and press Paw. 7. Enter parental PIN. 8. Select OK to confirm. 6 Try to download the movie or TV show again. Download is successful. Problem Solved. Movie or TV episode still does not play. Go to step 7 7 Pause and restart the download of the file: 1. Press Menu button, then navigate to Manage then Settings. 2. Press the Paw button. 3. Navigate down to Downloads. 4. Press the Paw button. 5. Select your movie or TV episode in download queue. 6. Select the Pause All option and press Paw. If the Pause All button is not available, select Start All. 8 Soft Factory Reset Fetch Box: 1. Power cycle Fetch Box. 2. After the first splash screen has appeared (several seconds into the start up process), begin pressing the following keys on the remote control in order: Red Green Yellow Blue, and continue to do this until the Movie or TV episode continues playing successfully. Movie or TV episode will not continue playing. Fetch Box is soft reset, clearing channel and network settings. Fetch Box will restart and try to login. Problem Solved. Go to step 8 Go to step 9 REM/REC / light on the Fetch Box starts flashing. 9 Try to download the movie or TV episode again. Download is successful. Problem Solved. Movie or TV episode still does not play. Escalate fault to Fetch Service Provider. Provide detail of download title and Fetch Box Serial Number.

161 Fetch Troubleshooting Guide 161 Can t use Netflix (Gen2) (Reset/Deactivate Netflix) Can t use Netflix (Gen2) (Reset/Deactivate Netflix) Note: Netflix is not available on the Gen1 Fetch Box. Applicable devices: Gen2 Symptom The Netflix app is not displaying correctly. Can t open the Netflix app. Solution Restart the Fetch Box and reset Netflix data on the Fetch Box. Image 1: Netflix Deactivate 1 Close the Netflix app by pressing the Exit button on the remote. Once closed, reopen Netflix through Menu > Apps > Netflix. Does the issue recur? The Netflix app is now working correctly. The Netflix app continues to present problems. Problem Solved. Go to step 2 2 Restart the Fetch Box, and try to use the Netflix app again. The Netflix app is now working correctly. Problem Solved.

162 Fetch Troubleshooting Guide 162 Can t use Netflix (Gen2) (Reset/Deactivate Netflix) The Netflix app continues to present problems. Go to step 3 3 Try accessing Netflix through their website directly. Netflix is not operating through their website directly. 4 Reset the Netflix app through the Fetch Box: 1. Go to Menu > Manage > Settings > Device Info > Options. 2. Use arrow keys on remote to select Netflix Deactivate and press Paw. 3. Enter the Parental PIN if prompted. Note: This will remove the Customer s Netflix login credentials and any Netflix cached data from the Fetch Box. The box will then restart. Netflix through the website works fine. Go to step 4 The Netflix app is now working Problem Solved. correctly. Problem is likely to be an outage with Netflix. Refer Customers to Netflix Help Centre - and escalate to Fetch Service Provider with details relating to the problem. The Netflix app continues to present problems. Refer Customers to Netflix Help Centre - and escalate to Fetch Service Provider with details relating to the problem.

163 Fetch Troubleshooting Guide 163 Can t use Netflix (Gen3) (Quit/Reset/Deactivate Netflix) Can t use Netflix (Gen3) (Quit/Reset/Deactivate Netflix) Note: Netflix is not available on the Gen1 Fetch Box. Applicable devices: Gen3, Mini Symptom The Netflix app is not displaying correctly. Can t open the Netflix app. Solution Restart the Fetch Box and reset Netflix data on the Fetch Box. Image 1: Netflix Deactivate 1 Close the Netflix app by pressing the Exit button on the remote. Once closed, reopen Netflix through Menu > Apps > Netflix. Does the issue recur? The Netflix app is now working correctly. The Netflix app continues to present problems. Problem Solved. Go to step 2 2 Restart the Fetch Box, and try to use the Netflix app again. The Netflix app is now working correctly. Problem Solved. The Netflix app continues to present Go to step 3

164 problems. 3 Try accessing Netflix through their website directly. Netflix is not operating through their website directly. 4 Exit the Netflix app through the Fetch Box: 1. Go to Menu > Manage > Settings > Device Info > Options. 2. Use arrow keys on remote to select Netflix Exit Quit and press Paw. 3. Enter the Parental PIN if prompted. Fetch Troubleshooting Guide 164 Can t use Netflix (Gen3) (Quit/Reset/Deactivate Netflix) Netflix through the website works fine. Go to step 4 The Netflix app is now working Problem Solved. correctly. Problem is likely to be an outage with Netflix. Refer Customers to Netflix Help Centre - and escalate to Fetch Service Provider with details relating to the problem. Note: This will relaunch Netflix on the Fetch Box which can take up to 30 seconds. 5 Reset the Netflix app through the Fetch Box: 1. Go to Menu > Manage > Settings > Device Info > Options. 2. Use arrow keys on remote to select Netflix Deactivate and press Paw. 3. Enter the Parental PIN if prompted. Note: This will remove the Customer s Netflix login credentials and any Netflix cached data from the Fetch Box. The box will then restart. The Netflix app continues to present problems. The Netflix app is now working correctly. The Netflix app continues to present problems. Go to step 5 Problem Solved. Refer Customers to Netflix Help Centre - and escalate to Fetch Service Provider with details relating to the problem.

165 Fetch Troubleshooting Guide 165 Issues with Stan Issues with Stan Note: Stan is not available on the Gen1 Fetch Box Applicable devices: Gen2, Gen3, Mini Image 1: Stan login page Image 2: Stan home page Symptom The Stan app is not displaying correctly. Can t open the Stan app. Can t login to the Stan app. Content will not play or is corrupted. Solution Restart the Stan app, restart the Fetch Box, test the internet connection, and try direct.

166 Fetch Troubleshooting Guide 166 Issues with Stan 1 Close the Stan app by pressing the Exit button on the remote. Once closed, reopen Stan through Menu > Apps > Stan. Does the issue recur? The Stan app is now working correctly. Problem Solved. The Stan app still has a problem. Go to step 2 2 Restart the Fetch Box, and try to use the Stan app again. The Stan app is now working correctly. Problem Solved. The Stan app still does not work. Go to step 3 3 Test the speed of the internet connection. The result is <1.5Mbps. Note: 3Mbps is the recommended minimum available bandwidth for the first Fetch box in the house and 2Mbps for each additional box. If the Customer has 3 connected Fetch boxes they re using for Multiroom purposes, 7Mbps would therefore be the total recommended minimum available bandwidth. The result is >1.5Mbps. The application should work however if there is other activity happening on the network the customer may experience issues. 4 Try accessing Stan through their website directly. Stan is not operating through their website directly. 5 Soft Factory Reset Fetch Box: 1. Power cycle Fetch Box. 2. After the first splash screen has appeared (several seconds into the start up process), begin pressing the following keys on the remote control in order: Go to Internet Connectivity Problem (p52) Go to step 4. Stan through the website works fine. Go to step 5 Fetch Box is soft reset, clearing Problem Solved. channel and network settings. The Stan app is now working correctly. Problem is likely to be an outage with Stan. Contact Stan directly or Fetch Service Provider for further information.

167 Fetch Troubleshooting Guide 167 Issues with Stan 3. Red Green Yellow Blue, and continue to do this until the REM/REC / / light on the Fetch Box starts flashing. The Stan app still does not work. Escalate to Fetch Service Provider with problem details.

168 Fetch Troubleshooting Guide 168 In this section APPLICATION, AND PORTAL ERRORS In this section Application and Portal errors Application freezes or is unresponsive

169 Fetch Troubleshooting Guide 169 Application freezes or is unresponsive Application freezes or is unresponsive Symptom Application has stopped working Applicable devices: Gen1, Gen2, Gen3, Mini Solution Check the Customer s Internet connection, replicate issue on another Fetch Box, and restart the application Press Exit on the remote control to log out of the Application starts up correctly. Problem Solved. application. 2. Navigate back to the application and re-launch it. Application is still unresponsive. Go to step 2 2 Check the Customer has a working Internet connection (test Fetch Box has a working internet Go to step 3 another application). connection (i.e. can download content, watch Subscription TV channel etc.). No working internet connection Go to Internet Connectivity Problem (p52) 3 Can the fault be replicated on another Fetch Box? Fault replicated on another Fetch Box. Escalate to Fetch Service Provider. Provide detail of App name, Fetch Box Serial Number. Can t replicate fault. Go to step 4 4 Restart the Fetch Box, and retest application. Application starts up correctly. Problem Solved. Application is still unresponsive. Escalate to Fetch Service Provider. Provide detail of App name, Fetch Box Serial Number.

170 Fetch Troubleshooting Guide 170 In this section HARDWARE FAULTS In this section Hardware faults No power to Fetch Box Hard Disk Health test failed OR Your Fetch Box Hard Disk Drive is showing errors Your Fetch Box's Hard Disk Drive is showing errors. Critical Hardware Fault - please reboot and if the problem persists, contact support HDD Failed to mount HDD is repairing Your HDD repair is complete HDD was unmounted VOD data not ready - Your VOD data structure has errors

171 Fetch Troubleshooting Guide 171 No power to Fetch Box No power to Fetch Box Symptom Fetch Box doesn t have power. Applicable devices: Gen1, Gen2, Gen3, Mini Solution Check power supply and confirm Fetch Box is switched on. 1 If Customer has Fetch Box with Power Switch on the back: 1. Confirm the Fetch Box is plugged into the power. 2. Confirm the power switch on the back of the Fetch Box is turned to - rather than Confirm power switch at the power point is turned on. Light appears on the Fetch Box front panel. Problem Solved. If Customer has Fetch Box without Power Switch on the back: 1. Confirm the power adapter is plugged into the wall socket. 2. Confirm one end of the power cable is connected to the Power Input on the back of the Fetch Box, and other end is connected to the power adapter. 3. Check that Power Pack unit has cable firmly inserted 4. Confirm power switch at the wall socket is turned on. No lights appear on Fetch Box. Repeat step 1 at a known good power point. If no power lights or sounds of activity in the Fetch Box are present, escalate to Fetch Service Provider to authorise return of Fetch Box with Fetch.

172 Message: Hard Disk Health test failed OR Your Fetch Box Hard Disk Drive is showing errors Fetch Troubleshooting Guide 172 Message: Hard Disk Health test failed OR Your Fetch Box Hard Disk Drive is showing errors Symptom Diagnostics return a message that the Hard Disk check has failed. Applicable devices: Gen1, Gen2, Gen3 Image 1: Hard Disk Health Test fail will show up with the Red warning icon next to Hard Disk Health Test Image 2: Hard Disk Drive is showing errors Solution Try a Factory Reset to see if the HDD error is recoverable if not, return Fetch Box. 1 Disk problems may require a reformat of the hard disk. Hard Factory Reset Fetch Box: WARNING: Make Customer aware this will wipe all recordings, series tags etc. 1. Power cycle Fetch Box. 2. After first splash screen appears (about 10 seconds into the start up process), begin pressing the following keys on the remote control in order: "Blue" - "Yellow" - "Green" - "Red" and continue to do this until Hard reset performed. Fetch Box will format the hard disk, reboot and try to login. Fetch Box restarts and resumes normal behaviour. Note: After the box reboots the Customer will be presented with the Welcome screen, where they will be asked to: 1. Activate their Fetch Box 2. Set audio settings 3. Confirm Parental PIN 4. Perform a channel scan 5. Run a Diagnostics check

173 Fetch Troubleshooting Guide 173 Message: Hard Disk Health test failed OR Your Fetch Box Hard Disk Drive is showing errors the REM/REC / light on the Fetch Box starts flashing. 2 Re-run Hard Disk diagnostics: 1. On the remote, press the Menu button. 2. Use the arrow keys to navigate to Manage then Settings. 3. Press Paw. 4. Use the arrow keys to navigate to Diagnostics. 5. Press Paw. 6. Use the arrow keys to navigate to Hard Disk Health. 7. Press Paw. 8. Hard disk health test will run. Fetch Box fails to start up correctly: Fetch Box loads into the Hard Disk Errors screens (see Image 2). Hard Disk passes test. Hard Disk fails test. Go to step 2 Escalate to Fetch Service Provider to authorise return of Fetch Box with Fetch. Problem Solved. Escalate to Fetch Service Provider to authorise return of Fetch Box with Fetch.

174 Fetch Troubleshooting Guide 174 Message: Your Fetch Box Hard Disk Drive is showing errors. Message: Your Fetch Box Hard Disk Drive is showing errors. Symptom The following message appears: Your Fetch Box Hard Disk Drive is showing errors. Applicable devices: Gen1, Gen2, Gen3 Image 1: Your Fetch Box Hard Disk Drive is showing errors Solution Customer can choose to continue to close the error and the Fetch Box will try to boot and function normally. A reboot can detect further errors, but if the problem persists, a reformat or replacement Fetch Box may be needed. 1 Reboot the Fetch Box: Fetch Box reboots and returns to Problem Solved 1. Select Restart. normal behaviour. Your Fetch Box s Hard Disk Drive is Go to step 2 showing errors message re-appears after reboot. 2 Reformat the Hard Disk WARNING: Make Customer aware this will wipe all recordings, series tags etc.: Fetch Box reboots and returns to normal behaviour. Problem Solved

175 1. Select Reformat. 2. Select Ok in the Confirm Format pop-up. 3. Wait the Fetch Box will take about 5 minutes to reformat. Your Fetch Box s Hard Disk Drive is showing errors message re-appears Go to step 3 3 Disk problems may require a reformat of the hard disk. Hard Factory Reset Fetch Box: WARNING: Make Customer aware this will wipe all recordings, series tags etc. 1. Power cycle Fetch Box. 2. After first splash screen appears (approximately 10 seconds into the start up process), begin pressing the following keys on the remote control in order: "Blue" - "Yellow" - "Green" - "Red" and continue to do this until the REM/REC / light on the Fetch Box starts flashing. after reboot. Hard reset done. Fetch Box will format the hard disk, reboot and try to login. Fetch Box restarts and resumes normal behaviour. Fetch Box fails to start up correctly: Fetch Box loads into the Your box s Hard Disk Drive is showing errors message after reboot (see Image 1). Fetch Troubleshooting Guide 175 Message: Your Fetch Box Hard Disk Drive is showing errors. Note: After the box reboots the Customer will be presented with the Welcome screen, where they will be asked to: 1. Activate their Fetch Box 2. Set audio settings 3. Confirm Parental PIN 4. Perform a channel scan 5. Run a Diagnostics check Problem Solved. Escalate to Fetch Service Provider to authorise return of Fetch Box with Fetch.

176 Fetch Troubleshooting Guide 176 Message: Critical Hardware Fault Restart your Fetch Box and if the problem persists contact your Fetch Service Provider. OR Critical Hardware Fault HDD self check failed. Restart and if the problem persists contact your Fetch Service Provider. OR Message: Critical Hardware Fault Restart your Fetch Box and if the problem persists contact your Fetch Service Provider. OR Critical Hardware Fault HDD self check failed. Restart and if the problem persists contact your Fetch Service Provider. OR Critical Database and Hardware Fault - Restart your Fetch Box and if the problem persists contact your Fetch Service Provider. Symptom Applicable devices: Gen1, Gen2, Gen3 At boot time, the following message appears: Critical Hardware Fault - please reboot and if the problem persists, contact support. At boot time, the following message appears: Critical Hardware Fault HDD self check failed. Restart and if the problem persists contact your Fetch Service Provider. At boot time, the following message appears: Critical Database and Hardware Fault - please reboot and if the problem persists, contact support. Note: The Fetch box will restart automatically after 30 minutes in the case of a critical hardware fault. Image 1: Critical Hardware Fault Image 2: Critical Hardware Fault HDD self check failed. Image 3: Critical Database and Hardware Fault Solution Reboot Fetch Box. If problem persists, a replacement Fetch Box may be needed. 1 Reboot the Fetch Box: Problem re-occurs after reboot. Go to step 2

177 Fetch Troubleshooting Guide 177 Message: Critical Hardware Fault Restart your Fetch Box and if the problem persists contact your Fetch Service Provider. OR Critical Hardware Fault HDD self check failed. Restart and if the problem persists contact your Fetch Service Provider. OR 1. Remove the power cable from the back of the Fetch Box. 2. Wait ten seconds, then re-insert cable. 3. Fetch Box will try to start up. Fetch Box starts up. Problem Solved. 2 Disk problems may need a reformat of the hard disk. Hard Factory Reset Fetch Box: WARNING: Make Customer aware this will wipe all recordings, series tags etc. 1. Power cycle Fetch Box. 2. After first splash screen appears (approximately 10 seconds into the start up process), begin pressing the following keys on the remote control in order: "Blue" - "Yellow" - "Green" - "Red" and continue to do this until the REM/REC / light on the Fetch Box starts flashing. Hard reset done. Fetch Box will format the hard disk, reboot and try to login. Fetch Box restarts and resumes normal behaviour. Fetch Box fails to start up correctly: Fetch Box loads into the Limited Service Available screens. Note: After the box reboots the Customer will be presented with the Welcome screen, where they will be asked to: 1. Activate their Fetch Box 2. Set audio settings 3. Confirm Parental PIN 4. Perform a channel scan 5. Run a Diagnostics check Problem Solved. Escalate to Fetch Service Provider to authorise return of Fetch Box with Fetch.

178 Fetch Troubleshooting Guide 178 Message: HDD Failed to mount Message: HDD Failed to mount Symptom The following message appears: HDD failed to mount please reboot and if the problem persists, contact support. Applicable devices: Gen1, Gen2, Gen3 Note: The Fetch box will restart automatically after 30 minutes in the case of a critical hardware fault. Image 1: HDD failed to mount Solution Customer can reboot or reset the box, but if the problem persists, a replacement Fetch Box may be needed. 1 Restart the Fetch Box. Fetch Box reboots and returns to Problem Solved Note: This must be done before any other investigation proceeds. normal behaviour. HDD failed to mount message reappears Go to step 2 after reboot. 2 Switch the Fetch Box off for around 1 hour before switching back on. May allow the hard disk to fully stop Go to step 3 and return to normal behaviour. 3 Soft Factory Reset Fetch Box: Fetch Box is soft reset, clearing Go to step 4

179 1. Power cycle Fetch Box. 2. After the first splash screen has appeared (several seconds into the start up process), begin pressing the following keys on the remote control in order: 4. Red Green Yellow Blue, and continue to do this until channel and network settings. Fetch Box will restart and try to login. the REM/REC / light on the Fetch Box starts flashing. 4 Hard Factory Reset Fetch Box: WARNING: Make Customer aware this will wipe all recordings, series tags etc. 1. Power cycle Fetch Box. 2. After first splash screen appears (approximately 10 seconds into the start up process), begin pressing the following keys on the remote control in order: "Blue" - "Yellow" - "Green" - "Red" and continue to do this until the REM/REC / light on the Fetch Box starts flashing. Hard reset performed. Fetch Box will format the hard disk, restart and try to login. Fetch Troubleshooting Guide 179 Message: HDD Failed to mount Note: After the box reboots the Customer will be presented with the Welcome screen, where they will be asked to: 1. Activate their Fetch Box 2. Set audio settings 3. Confirm Parental PIN 4. Perform a channel scan 5. Run a Diagnostics check Still receive HDD error. Problem Solved. Escalate to Fetch Service Provider to authorise return of Fetch Box with Fetch.

180 Fetch Troubleshooting Guide 180 Message: HDD is repairing, please wait. Message: HDD is repairing, please wait. Applicable devices: Gen1, Gen2, Gen3 Symptom The following message appears: HDD is repairing, please wait. If the problem persists contact your Fetch Service Provider. Note: The Fetch box will restart automatically after 30 minutes in the case of a critical hardware fault. Image 1: HDD is repairing. Solution Customer will need to allow time for the HDD to self repair. Can then reboot or reset the box, but if the problem persists, a replacement Fetch Box may be needed. 1 Advise the Customer to wait 10 minutes while the error is displayed After 10 minutes the Fetch Box starts Problem Solved on screen. up correctly. After 10 minutes the Fetch Box does Go to step 2 not show any change. 2 Restart the Fetch Box. Fetch Box reboots and returns to Problem Solved Note: This must be done before any other investigation proceeds. normal behaviour. HDD is repairing message re-appears after reboot. Go to step 3

181 3 Soft Factory Reset Fetch Box: 1. Power cycle Fetch Box. 2. After the first splash screen has appeared (several seconds into the start up process), begin pressing the following keys on the remote control in order: 3. Red Green Yellow Blue, and continue to do this until Fetch Box is soft reset, clearing channel and network settings. Fetch Box will restart and boot correctly. Problem Solved. the REM/REC / light on the Fetch Box starts flashing. Fetch Box is soft reset, clearing channel and network settings. Fetch Box will restart and try to login. Fetch Troubleshooting Guide 181 Message: HDD is repairing, please wait. Go to step 4 4 Hard Factory Reset Fetch Box: WARNING: Make Customer aware this will wipe all recordings, series tags etc. 1. Power cycle Fetch Box. 2. After first splash screen appears (approximately 10 seconds into the start up process), begin pressing the following keys on the remote control in order: 3. "Blue" - "Yellow" - "Green" - "Red" and continue to do this until the REM/REC / light on the Fetch Box starts flashing. The same error is displayed. Hard reset performed. Fetch Box will format the hard disk, restart and try to login. Still receive HDD error Note: After the box reboots the Customer will be presented with the Welcome screen, where they will be asked to: 1. Activate their Fetch Box 2. Set audio settings 3. Confirm Parental PIN 4. Perform a channel scan 5. Run a Diagnostics check Problem Solved. Escalate to Fetch Service Provider to authorise return of Fetch Box with Fetch.

182 Fetch Troubleshooting Guide 182 Message: Your HDD repair is complete Message: Your HDD repair is complete Applicable devices: Gen1, Gen2, Gen3 Symptom The following message appears: Your HDD repair is complete. Restart the Fetch Box and if the problem persists contact your Fetch Service Provider. Note: The Fetch box will restart automatically after 30 minutes in the case of a critical hardware fault. Solution HDD self-repair has finished. Customer can then reboot or reset the box, but if the problem persists, a replacement Fetch Box may be needed. Image 1: Your HDD repair is complete. 1 Reboot the Fetch Box: Fetch Box reboots and returns to Problem Solved 1. Select Restart. normal behaviour. Your HDD repair is complete... Go to step 2 2 Soft Factory Reset Fetch Box: 1. Power cycle Fetch Box. 2. After the first splash screen has appeared (several seconds into the start up process), begin pressing the following keys on the remote control in order: 3. Red Green Yellow Blue, and continue to do this until Fetch Box is soft reset, clearing channel and network settings. Fetch Box will restart and boot correctly. Problem Solved the REM/REC / light on the Fetch Box starts flashing. Fetch Box is soft reset, clearing channel and network settings. Go to step 3

183 Fetch Troubleshooting Guide 183 Message: Your HDD repair is complete Fetch Box will restart and try to login. 3 Hard Factory Reset Fetch Box: WARNING: Make Customer aware this will wipe all recordings, series tags etc. 1. Power cycle Fetch Box. 2. After first splash screen appears (approximately 10 seconds into the start up process), begin pressing the following keys on the remote control in order: 3. "Blue" - "Yellow" - "Green" - "Red" and continue to do this until the REM/REC / light on the Fetch Box starts flashing. The same error is displayed. Hard reset performed. Fetch Box will format the hard disk, restart and try to login. Still receive HDD error. Note: After the box reboots the Customer will be presented with the Welcome screen, where they will be asked to: 1. Activate their Fetch Box 2. Set audio settings 3. Confirm Parental PIN 4. Perform a channel scan 5. Run a Diagnostics check Problem Solved. Escalate to Fetch Service Provider to authorise return of Fetch Box with Fetch.

184 Fetch Troubleshooting Guide 184 Message: HDD was unmounted Message: HDD was unmounted Applicable devices: Gen1, Gen2, Gen3 Symptom The following message appears: HDD was unmounted. Restart the Fetch Box and if the problem persists contact your Fetch Service Provider. Note: The Fetch box will restart automatically after 30 minutes in the case of a critical hardware fault. Solution This is probably a temporary HDD issue. Customer can reboot or reset the box, but if the problem persists, a replacement Fetch Box may be needed. Image 1: HDD was unmounted. 1 Restart the Fetch Box. Fetch Box starts up normally. Problem Solved Note: This must be done before any other investigation proceeds. HDD was unmounted message reappears Go to step 2 after reboot. 2 Switch the Fetch Box off for around 1 hour before switching back on. May allow the hard disk to fully stop Go to step 3 and return to normal behaviour 3 Soft Factory Reset Fetch Box: 1. Power cycle Fetch Box. 2. After the first splash screen has appeared (several seconds into the start up process), begin pressing the following keys on the remote control in order: 3. Red Green Yellow Blue, and continue to do this until Fetch Box is soft reset, clearing channel and network settings. Fetch Box will restart and boot correctly. Problem Solved

185 the REM/REC / light on the Fetch Box starts flashing. Fetch Box is soft reset, clearing channel and network settings. Fetch Box will restart and try to login. Fetch Troubleshooting Guide 185 Go to step 4 Message: HDD was unmounted 4 Hard Factory Reset Fetch Box: WARNING: Make Customer aware this will wipe all recordings, series tags etc. 1. Power cycle Fetch Box. 2. After first splash screen appears (approximately 10 seconds into the start up process), begin pressing the following keys on the remote control in order: 3. "Blue" - "Yellow" - "Green" - "Red" and continue to do this until the REM/REC / light on the Fetch Box starts flashing. The same error is displayed. Hard reset performed. Fetch Box will format the hard disk, restart and try to login. Still receive HDD error. Note: After the box reboots the Customer will be presented with the Welcome screen, where they will be asked to: 1. Activate their Fetch Box 2. Set audio settings 3. Confirm Parental PIN 4. Perform a channel scan 5. Run a Diagnostics check Problem Solved. Escalate to Fetch Service Provider to authorise return of Fetch Box with Fetch.

186 Fetch Troubleshooting Guide 186 Message: VOD data not ready Your VOD data structure has errors Message: VOD data not ready Your VOD data structure has errors Applicable devices: Gen1, Gen2, Gen3, Mini Symptom Solution The following message appears on start up: VOD data not ready Your VOD data structure has errors. This message is shown when the VOD catalogue can t be loaded due to an Internet Connectivity Issue. Customer can choose to continue to close the error and the Fetch Box will try to boot and function normally. If the error happens again, troubleshoot Internet connectivity to Fetch Box. Image 1: VOD data not ready. 1 Fetch Box reboots and returns to Problem Solved Restart the Fetch Box. normal behaviour. VOD data not ready... message Go to step 2 reappears after restart. 2 Soft Factory Reset Fetch Box: 1. Power cycle Fetch Box. 2. After the first splash screen has appeared (several seconds into the start up process), begin pressing the following keys on the remote control in order: 3. Red Green Yellow Blue, and continue to do this until Fetch Box is soft reset, clearing channel and network settings. Fetch Box will restart and boot correctly. Problem Solved. the REM/REC / / light on the Fetch Box starts flashing. Fetch Box is soft reset, clearing Go to step 3

187 Fetch Troubleshooting Guide 187 Message: VOD data not ready Your VOD data structure has errors channel and network settings. Fetch Box will restart and try to login. 3 Hard Factory Reset Fetch Box: WARNING: Make Customer aware this will wipe all recordings, series tags etc. 1. Power cycle Fetch Box. 2. After first splash screen appears (approximately 10 seconds into the start up process), begin pressing the following keys on the remote control in order: 3. "Blue" - "Yellow" - "Green" - "Red" and continue to do this until the REM/REC / / light on the Fetch Box starts flashing. The same error is displayed. Hard reset performed. Fetch Box will format the hard disk, restart and try to login. Still receive VOD data not ready... message. Note: After the box reboots the Customer will be presented with the Welcome screen, where they will be asked to: 1. Activate their Fetch Box 2. Set audio settings 3. Confirm Parental PIN 4. Perform a channel scan 5. Run a Diagnostics check Problem Solved. Escalate to Fetch Service Provider to authorise return of Fetch Box with Fetch.

188 Fetch Troubleshooting Guide 188 In this section EPG ERRORS In this section EPG errors Incorrect times in EPG Message: Information Loading Message: Information Unavailable

189 Fetch Troubleshooting Guide 189 Incorrect times in EPG Incorrect times in EPG Symptom TV Guide time looks incorrect isn t matching the programs on the channel Applicable devices: Gen1, Gen2, Gen3, Mini Solution Check other channels, provisioning, and try to replicate on another Fetch Box. 1 Customer step: EPG incorrect on multiple channels. Go to step 2 Determine if EPG times/programming are incorrect across multiple channels or just one channel. EPG incorrect on just one channel. Go to step 4 2 Fetch Service Provider step: Verify in <ISP Provisioning System> that the Fetch Box is provisioned in the correct exchange/region. Fetch Box is provisioned with correct address information (exchange and/or postcode). Go to step 3 Customer Step: Use your Fetch Service Provider s Customer portal to verify that your address and state are correct (e.g. My Account for Optus, Toolbox for iinet). Customer s Address is registered as correct address. Fetch Box is incorrectly provisioned. Fetch Service Provider step: Correct in provisioning, and ask Customer to restart Fetch Box and retest. Go to step 3. Customer step: Use your Fetch Service Provider s Customer portal to update your address, state and postcode so that they are correct. Reboot Fetch Box and retest. Go to step 3.

190 Fetch Troubleshooting Guide 190 Incorrect times in EPG 3 Are EPG times / programming information correct after a Yes, correct EPG information showing Problem Solved. reboot? up. No, EPG information is still incorrect on multiple channels. Escalate to Fetch Service Provider. Clearly describe which channels seem to have incorrect EPG information, and in which location/region the Customer and 4 Fetch Service Provider: Try to replicate the problem on another test Fetch Box in the same region. EPG correct. EPG incorrect on multiple channels? Fetch Box reside. Power cycle Fetch Box and retest. Escalate to Fetch. Clearly describe which channel seems to have incorrect EPG information, and in which location/region.

191 Fetch Troubleshooting Guide 191 Message: Information Loading Message: Information Loading Applicable devices: Gen1, Gen2, Gen3, Mini Symptom TV Guide isn t displaying correct program information TV Guide is displaying Information Loading Solution This information will continue to load in the background, as needed. No action needed. Image 1: TV Guide in Grid View Displaying Information Loading

192 Fetch Troubleshooting Guide 192 Message: Information Unavailable Message: Information Unavailable Symptom TV Guide isn t displaying correct program information TV Guide is displaying Information Unavailable Applicable devices: Gen1, Gen2, Gen3, Mini Image 1: TV Guide in Grid View Displaying Information Unavailable Image 2: Program Information Unavailable Solution Verify if problem is partial lack of EPG or complete lack of EPG. Reboot Fetch Box and confirm that there are no contributing Hardware faults. 1 Restart the Fetch Box. Fetch Box restarts and tries to get EPG. Go to step 2 2 Verify if EPG data is available for other channels (i.e. FTA channels or other linear channels) EPG available for other channels. No error. Some EPG information may be incomplete where it has not been provided by Fetch s channel / EPG provider. 3 Confirm the network connection is working i.e.:- Using the same network, can the Customer browse the Internet on a computer? No EPG available for other channels. Go to step 3 Network connection not working. Go to Internet Connectivity Problem (p52)

193 - If a fetch-full Customer, can the Customer watch a linear channel on the Fetch Box? Network connection working. Go to step 4 4 Run Fetch Box Hard Disk Diagnostics. Using the remote: 1. Press Menu, then navigate to Manage then Settings. 2. Press the Paw button. 3. Navigate down to Diagnostics. 4. Press the Paw button. 5. Scroll down to Hard Disk Health. 6. Press the Paw button. 7. The Hard Disk Health Diagnostics Tests will run. Hard Disk health test passed. Go to step 5 Fetch Troubleshooting Guide 193 Message: Information Unavailable Note, the Hard Disk Health test is not available on Fetch Mini. Hard Disk Health test failed. Go to step 6 5 Fetch Service Provider: Try to replicate the problem on another test Fetch Box in the same region. 6 Disk problems may require a reformat of the hard disk. Hard Factory Reset Fetch Box: WARNING: Make Customer aware this will wipe all recordings, series tags etc. 1. Power cycle Fetch Box. 2. After first splash screen appears (approximately 10 seconds into the start up process), begin pressing the following keys on the remote control in order: "Blue" - "Yellow" - "Green" - "Red" and continue to do this until the REM/REC / / light on the Fetch Box starts flashing. EPG Information available on test Fetch Box. EPG Information Unavailable. Hard reset performed. Fetch Box will format the hard disk, reboot and try to login. Go to step 6 Fetch Service Provider Step: Escalate to Fetch. Clearly describe which channel/s seems to have incorrect EPG information, and in which location/region. Note: After the box reboots the Customer will be presented with the Welcome screen, where they will be asked to: 1. Activate their Fetch Box 2. Set audio settings 3. Confirm Parental PIN 4. Perform a channel scan 5. Run a Diagnostics check Go to step 7. If no EPG, escalate to Level 3 support, providing detail of Fetch Box Serial Number.

194 Note: This step can still be completed on the Fetch Mini. 7 After the Fetch Box restarts (and the channel scan is done), retry the EPG: EPG Information available on Customer Fetch Box. Problem Solved. Fetch Troubleshooting Guide 194 Message: Information Unavailable Customer steps: 1. On the remote, press the Menu button. 2. Scroll down to TV Guide. 3. Wait a few seconds. 4. Verify if EPG data is available for channels. EPG Information Unavailable. Escalate to Fetch Service Provider, providing detail of Fetch Box Serial Number.

195 Fetch Troubleshooting Guide 195 In this section DLNA In this section DLNA See: Fetch My Media Hub Quick Start Guide for USB Devices Fetch My Media Hub Quick Start Guide for Windows or Mac

196 Fetch Troubleshooting Guide 196 DLNA DLNA Solution Complete guides on DLNA functionality are available from the Fetch website, at the following links: My Media Hub User Guide - for Windows or Mac Servers My Media Hub User Guide for USB Devices

197 Fetch Troubleshooting Guide 197 In this section FETCH BOX CONFIGURATION ERRORS In this section Configuration errors Error: No Internet Connection available: Your Parental PIN was not updated succesfully. Error: Both PINs should be identical. Error: No internet connection available: We could not update your policy settings.

198 Error: No Internet Connection available: Your Parental PIN was not updated successfully. Fetch Troubleshooting Guide 198 Error: No Internet Connection available: Your Parental PIN was not updated successfully. Symptom Error: No Internet Connection available: Your Parental PIN was not updated successfully. Applicable devices: Gen1, Gen2, Gen3, Mini Solution Customer tries to change their Parental PIN through the Settings menu, but can t connect to the Middleware servers to update the PIN. Diagnose problem with internet connection. Image 1: PIN Change Image 2: Parental PIN Change Error 1 1. Customer browses to Menu > Manage > Settings > User > PIN Change. 2. Press down arrow on remote and enter current Parental PIN. Customer is put into Parental PIN change mode. Go to step On the remote, Customer enters Parental PIN in first four boxes. 2. Enters the same PIN in the second four boxes. 3. Select on screen Save option and press Paw button to continue. Parental PIN is changed. Problem Solved.

199 Fetch Troubleshooting Guide 199 Error: No Internet Connection available: Your Parental PIN was not updated successfully. Note: To show numbers on Gen3 remote, press light up and you can use them to enter the PIN. 3 Follow the steps below after the Fetch Box has rebooted:, the numbers will Customer steps: 1. Using the remote, press the Menu button. 2. Navigate to Manage then Settings and press the Paw button. 3. Navigate to User. 4. Navigate to the PIN Change tab, and press the down arrow on the remote. 5. Enter your Parental PIN to unlock the settings. 6. Enter a PIN in the first four boxes. 7. Enter the same PIN in the second four boxes. 8. Select on screen Save option and press the Paw button to continue. Error No Internet Connection available: Your Parental PIN was not updated successfully. Parental PIN is changed. Error No Internet Connection available: Your Parental PIN was not updated successfully. Restart Fetch Box then go to step 3. Problem Solved. Go to Internet Connectivity Problem (p52)

200 Fetch Troubleshooting Guide 200 Error: Both PINs should be identical Error: Both PINs should be identical Symptom Error: Both PINs should be identical. Applicable devices: Gen1, Gen2, Gen3, Mini Solution The Customer is trying to change their Parental PIN through the settings menu, but has entered different PINs in the Enter your new parental PIN boxes to the one they entered in the Confirm your parental PIN boxes. Image 1: Parental PIN Image 2: Parental PIN Change 1 Customer steps: 1. On the remote, press the Menu button. 2. Navigate to Manage then Settings and press the Paw button. 3. Navigate to User and press the Paw button. 4. Navigate to the PIN Change tab, and press the down arrow on the remote. Customer is put into Parental PIN change mode. Go to step 2

201 5. Enter Parental PIN to unlock the settings. Fetch Troubleshooting Guide 201 Error: Both PINs should be identical Note: To show numbers on Gen3 remote, press, the numbers will light up and you can use them to enter the PIN. 2 Customer steps: 1. On the remote, enter a Parental PIN in the first four boxes. 2. Enter the same PIN in the second four boxes. 3. Select on screen Save button and press the Paw button to continue. Parental PIN is changed. Error Both PINs should be identical. Problem Solved Go back to step 1 and re-enter Parental PINs, being careful to enter the same PIN in both boxes.

202 Fetch Troubleshooting Guide 202 Error: No internet connection available: We could not update your policy settings. Error: No internet connection available: We could not update your policy settings. Symptom Error: No internet connection available: We could not update your policy settings. Applicable devices: Gen1, Gen2, Gen3, Mini Solution The Customer tries to change their Privacy Settings through the Settings menu, but can t connect to the Middleware servers. Diagnose problem with internet connection. Image 1: Terms & Conditions >Privacy Policy Image 2: Privacy Policy Change Error 1 Customer steps: 1. Using the remote, browse to Menu > Manage > Settings > T&Cs > Privacy Policy tab. 2. Using the remote control, navigate down to the By Checking this Box checkbox. 3. Press the Paw button. Fetch Box tries to contact middleware and change user s privacy settings. Box is checked Privacy settings changed. Problem Solved.

203 Fetch Troubleshooting Guide 203 Error: No internet connection available: We could not update your policy settings. Error No internet connection available: We could not update your policy settings. Go to Internet Connectivity Problem (p52)

204 Fetch Troubleshooting Guide 204 In this section DIAGNOSTIC ERRORS In this section Diagnostic errors There is a problem with your Fetch Box's internet connection Failed to join some Free-to-Air channels. Failed to join streamed channel. Hard Disk Health test failed.

205 Fetch Troubleshooting Guide 205 Diagnostics Errors Diagnostics Errors The following errors can appear on the Menu > Manage > Settings > Diagnostics screen. Applicable devices: Gen1, Gen2, Gen3, Mini Symptom Error message: There is a problem with your Fetch Box s internet connection Error message: Failed to join some Free-to-Air channels. Error message: Failed to join streamed channel Error message: Hard Disk Health Test failed Note: Mini does not include a Hard Disk Health test. Image 1: Internet Error Image 2: Free-to-Air Error Image 3: Streamed TV Error Solution Go to the following troubleshooting sections: Note: If multiple errors occur on the diagnostics page, then you should read down through the list and try to respond to the first fail.

206 Fetch Troubleshooting Guide 206 Diagnostics Errors 1 Customer either Runs All tests or individually. Diagnostic Tests pass. Problem Solved tests will start to run on the Fetch Box (see Image 1). Some tests fail. Go to step 2 2 Identify failure scenario. Internet Fail There is a problem with your Fetch Box s Internet connection. Fetch Box has local connectivity but no connection to Internet (most commonly would occur on incorrectly configured manual IP settings). Go to Internet Connectivity Problem Free-to-Air Fail Failed to join some Free-to-Air channels. (p52) Go to Poor DVB-T reception / Some DVB-T channels unavailable (p106) Streamed TV Fail Failed to join streamed channel. Hard Disk Health Fail Hard Disk Health test failed. Go to Message: Streaming issue. Please check Internet. (p112) Go to Message: Hard Disk Health test failed OR Your Fetch Box Hard Disk Drive is showing errors (p172)

207 Fetch Troubleshooting Guide 207 In this section NETWORK SETTING ERRORS In this section Network Setting errors The number is incorrect. It needs to be between 0-255, and the first number can not be 0. If the error persists please contact Customer Support for assistance." OR "Please enter a number between

208 Fetch Troubleshooting Guide 208 Error: "The number is incorrect. It needs to be between 0-255, and the first number cannot be 0. If the error persists please contact Customer Support for assistance" OR "Please enter a number between 0-255" Error: "The number is incorrect. It needs to be between 0-255, and the first number cannot be 0. If the error persists please contact Customer Support for assistance" OR "Please enter a number between 0-255" Applicable devices: Gen1, Gen2, Gen3, Mini The following errors can appear on the Menu > Manage > Settings > Network screen, where Manual setting has been selected and the Customer is trying to configure the settings. Symptom Error: "The number is incorrect. It needs to be between 0-255, and the first number cannot be 0. If the error persists please contact your Fetch Service Provider for assistance." Error: "Please enter a number between " Solution The Customer is trying to manually configure the network interfaces and is using invalid numbers. Must use a valid IP address. Image 1: Customer using 0 or more than 255 Error Image 2: Customer must use between 0 and 255 Error

209 Fetch Troubleshooting Guide 209 Error: "The number is incorrect. It needs to be between 0-255, and the first number cannot be 0. If the error persists please contact Customer Support for assistance" OR "Please enter a number between 0-255" 1 Customer steps: 1. On the remote, enter four valid numbers in the field. 2. Navigate up and across to the Automatic option. 3. Press Paw button to set IP settings automatically. 4. Scroll down to Save and press Paw. Fetch Box will reboot. Go to step 2 Save Changes (warn Customer that the Fetch Box will need to restart). Note: To show numbers on Gen3 remote, press, the numbers will light up and you can use them to enter the PIN. 2 Has the Fetch Box started up successfully? Fetch Box restarts successfully. Problem Solved Fetch Box does not restart. Go to Internet Connectivity Problem (p52)

210 Fetch Troubleshooting Guide 210 In this section REMOTE CONTROL In this section Remote Control Reset the Fetch remote where it had been set to control a TV Fetch Remote is not changing the volume on my Fetch Box Non-responsive Fetch remote

211 Fetch Troubleshooting Guide 211 Reset the remote control where it had been set to control a TV Reset the remote control where it had been set to control a TV Symptom Remote control has been programmed to control a specific TV and you wish to reset the remote control to the default state. Image 1: Gen1 remote control Image 2: Gen2 remote control Image 3: Gen3 remote control Solution Do the following through the remote control. Note: The following must be done within 30 seconds of entering programming mode before the remote will exit the programming state and return to TV mode. 1 On the Gen1/Gen2 remote (Images 1 and 2), press and hold Go to step 2 down the? / RC Setup button for three seconds. On the Gen3 remote, hold down the Back and Exit buttons simultaneously for three seconds. The TV button / LED will blink twice to indicate the remote has entered into programming mode. 2 On the remote, press the 9 key, then the 7 key and then the 7 key again. Note: If any other key is pressed besides a digit key (or on entry of an invalid key sequence) the procedure has to be run again. The TV button / LED will blink each time a digit is pressed, except for the last digit, where it should blink four times to show the remote is reset. For more info on the remote control, see: Problem Solved

212 Fetch Troubleshooting Guide 212 Reset the remote control where it had been set to control a TV

213 Remote is not changing the volume on my Fetch Box (Gen2, Gen3 remotes only) Fetch Troubleshooting Guide 213 Remote is not changing the volume on my Fetch Box (Gen2, Gen3 remotes only) Symptom Remote control is operating some functions on the TV and some on the Fetch Box, but does not appear able to control the volume. User is not hearing any audio. Image 1: Gen1 remote control Image 2: Gen2 remote control Image 3: Gen3 remote control Solution The remote has been programmed to control the volume on a specific TV. You can reset the remote to control the volume on the Fetch Box via the remote control. Note: The following must be done within 30 seconds of entering programming mode before the remote will exit the programming state and return to TV mode. 1 To switch your Fetch remote back to control the volume on your Fetch Box, hold down the Paw and Volume buttons for 3 seconds. Remote control volume keys now change volume on Fetch Box. Problem Solved. - On Gen2 remote, the TV light on the remote flashes once, then, after a pause, four times. - On Gen3 remote, the LED flashes twice. 2 To switch your Fetch remote to control the volume on your TV again, hold down the Paw and Volume + buttons on your remote for 3 seconds. - On Gen2 remote, the TV light flashes once, then, after Remote control volume keys now change volume on TV. To change volume keys to operate TV volume again, go to step 2. Problem Solved

214 Fetch Troubleshooting Guide 214 Remote is not changing the volume on my Fetch Box (Gen2, Gen3 remotes only) a pause, twice more. - On Gen3 remote, the LED flashes once.

215 Fetch Troubleshooting Guide 215 Non-responsive remote control Non-responsive remote control Symptom Fetch Box is not responding to remote control. Solution Make sure the batteries in the remote control are not flat, and that the remote is set up to control the Fetch Box. Image 1: Gen1 remote control Image 2: Gen2 remote control Image 3: Gen3 remote control 1 Remote control same as Image 1: Confirm the remote is set to control the Fetch Box (rather than set to TV or DVD ) by pressing STB button on remote. Remote control is set to "STB" Mode Go to step 2 Remote control same as Image 2 or Image 3 (go to step 2) 2 For Gen2 remote, press the STB button on the remote. For Gen3 remote, press the power button. The STB light / LED on the remote will flash when pressed, and the Fetch Box will enter Standby mode. Remote is working. Problem Solved Remote buttons flash 3 times after STB or button pressed, indicating Replace the batteries and then repeat step 2.

216 Fetch Troubleshooting Guide 216 Non-responsive remote control that the batteries need replacement. No light flashes when pressed. Replace batteries and repeat step 2. STB button light / LED flashes on the remote, but no response from the Fetch Box. If no lights show on remote when buttons pressed after the Customer has replaced the batteries, then escalate to Fetch Service Provider to organise replacement remote control. Try again, standing directly in front of the Fetch Box with the remote. If problem continues, then escalate to Fetch Service Provider to organise replacement remote control.

217 Fetch Troubleshooting Guide 217 In this section MULTIROOM ERRORS In this section Multiroom errors Can't share recordings on connected Fetch Boxes Can't share Subscription TV channels, purchases, or rentals on connected Fetch Boxes Message: Could Not Play Recording. The recording is not playable on a Gen 2 box. Message: Could Not Play Recording. The recording could not be played as there is an issue with connecting to the Fetch box in your household. Message: Currently being watched / Playback interrupted / Currently downloaded elsewhere

218 Fetch Troubleshooting Guide 218 Can t share recordings on connected Fetch Boxes Can t share recordings on connected Fetch Boxes Applicable devices: Gen2, Gen3, Mini Customers can connect up to 3 boxes in different rooms (a mix of Gen2, Mighty, and Mini) provided all boxes are provisioned under the same household/account (excluding Gen 1 boxes). Once boxes are connected, Customers can share Recordings, that is, set a recording on their Mighty or Gen 2 to watch back on a Mini or another Mighty or Gen 2 in another room in the house. Symptom Customer has recorded content on another Fetch box in the home, but can t see those recordings in their My Stuff from a connected box. Image 1: Multiroom recordings in My Stuff Image 2: Multiroom Options Image 3: Network Settings showing Fetch box s IP Address Solution Make sure the Customer meets the basic requirements for Multiroom, and then power cycle all networking equipment and Fetch boxes. 1 Check that all Fetch boxes in the household are provisioned on the Fetch boxes on the same account. Go to step 3 same household/account with the Fetch Service Provider. Fetch boxes are on different accounts. Go to step 2 2 If a Customer has Fetch boxes under different accounts in their home and all connected to the same local network, they can view Customer can watch recordings on other boxes, but can t use full Problem Solved.

219 Fetch Troubleshooting Guide 219 Can t share recordings on connected Fetch Boxes recordings by navigating to: Menu > My Stuff > My Media Hub Multiroom functionality. Any other Fetch boxes ( STB ) connected to the same network should appear here. The Customer can select another STB here to browse and watch recorded content on that box. 3 Check all Fetch boxes in the home are powered on and connected to the Internet. 4 Check that all Fetch boxes are connected to the same local network physically and logically. If the Customer s network is set up with different routers and IP address ranges, recordings can t be shared across connected Fetch boxes. To check the network setup, the Customer can: 1. Go to Menu > Manage > Settings > Network on each Fetch box. 2. Check that the first three numbers in the IP Address on each box are the same. Only the last number in the IP Address should differ (see Image 3). On Gen 2, IP Address is shown in IP Settings tab. On Gen 3, IP Address is shown in Wired tab if box is set up with an Ethernet cable or Power Line Adapters, or Wi-Fi tab if box is set up over Wi-Fi. Fetch boxes are powered on and have working Internet connection. Fetch box is not connected to the Internet. Fetch boxes connected to same local network. Go to step 4 See Internet Connectivity Problem (p52) Go to step 5 3. If the IP Addresses are in different ranges, the Customer will not be able to share recordings across their Fetch boxes. 5 Make sure Sharing Options are enabled in the Multiroom Settings. 1. Go to Menu > Manage > Settings > Multiroom > Options on each Fetch box. Fetch boxes not on same network. The Customer can seek help from IT consultant to change network setup. Connected Fetch boxes shown. Go to step 7

220 2. Tick See other boxes and Share Recordings. 3. Select Refresh Boxes and press Paw button on remote. Fetch Troubleshooting Guide 220 Can t share recordings on connected Fetch Boxes The Customer should see all connected boxes in the household listed under Connected Fetch boxes. 6 Is the Customer s modem UPnP (Universal Plug and Play) compatible? 7 As the Customer meets all the requirements for Multiroom to work, they can follow the steps below to try and resolve issues: No connected Fetch boxes shown. Go to step 6 Customer s modem supports UPnP. Go to step 7 Customer s modem doesn t support UPnP. Customer can see recordings stored on another box in My Stuff. The Customer will need a UPnP compatible modem to share recordings across Fetch boxes. Problem Solved. 1. Turn off all Fetch boxes, modem/router, and other networking equipment (such as bridges). 2. Turn on modem/router and other networking equipment, and wait for it to start working normally. 3. Then turn on Gen 2 or Gen 3 box and wait for it to start up fully and load the Home screen. 4. Next, turn on Mini and wait for it to start up fully and load the Home screen. 5. If trying to share recordings from one Gen 3 or Gen 2 box to another, then turn the second Gen 3 or Gen 2 box on. 6. Wait about 5 minutes then go to My Stuff > Recordings on the Mini (or second Gen 3 or Gen 2 box) to check that it can see the recordings from your first Gen 3 or Gen 2 box (see Image 1). 8 Disconnect any other network devices which may be preventing Fetch boxes from discovering each other over the network. These can include Sonos wireless speakers, Apple TV, media servers, network printers, and even smart devices, TVs and PCs. Customer still can t share recordings. Go to step 8 Customer disconnects other network Go back to step 7 to repeat the devices. troubleshooting steps. If the Customer still can t share recordings after disconnecting other network devices, go to step 9. 9 If the Customer s network includes any sections over Wi-Fi (either to Customer can share recordings over Problem Solved.

221 Fetch Troubleshooting Guide 221 Can t share recordings on connected Fetch Boxes the Fetch boxes or between routers), ask them to remove all Wi-Fi sections and only connect via wired connections (such as Ethernet cable or Power Line Adapters). Wired network. The Customer s modem or router may not support UPnP multicast discovery over Wi-Fi. For more info see Cabling the Fetch Box (p11). Customer still can t share recordings. If multiple instances of this issue occur, escalate fault to Fetch Service Provider. Provide Serial Numbers for all the Fetch boxes involved.

222 Can t share Subscription TV channels, purchases, or rentals on connected Fetch Boxes Fetch Troubleshooting Guide 222 Can t share Subscription TV channels, purchases, or rentals on connected Fetch Boxes Applicable devices: Gen2, Gen3, Mini Customers can connect up to 3 boxes in different rooms (a mix of Gen2, Mighty, and Mini) provided all boxes are provisioned under the same household/account (excluding Gen 1 boxes). Once boxes are connected, Customers can share the following: - Channel Pack subscriptions: If a Customer is subscribed to a Channel Pack, they can watch those channels on the second box in another room in the house. - Movie Store rentals and purchases: Renting or buying a movie on one box means they can watch it on any connected box. They will only pay the one rental or purchase fee. Customers can only watch a specific rental or purchased movie on one device at a time. - TV Store purchases: Similar to the Movie Store, if Customers purchase a TV Show on one box, they can watch it on any other connected box. Customers can only watch a specific purchased TV show on one device at a time. Symptom Solution Customer can t see purchased or rented content on connected Fetch boxes in the household. Customer can t see subscription TV channels they ve subscribed to on connected Fetch boxes in the household. Make sure all Fetch boxes are connected on the same Customer account, powered on and have Internet connectivity. 1 Make sure the Customer has rented or purchased the content, or is Customer has purchased or subscribed Go to step 2 subscribed to the subscription TV channel. to content. 2 Power cycle all Fetch boxes. Fetch box is powered on and fully Go to step 3 started up. 3 Make sure each Fetch box has a working Internet connection. Fetch box has a working Internet Go to step 4 connection. Fetch box is not connected to the Internet. See Internet Connectivity Problem (p52) 4 Check that all Fetch boxes in the household are connected to the same account with the Fetch Service Provider. Fetch boxes on the same Customer account, but Customer still can t share purchased or rented content across connected boxes. Fetch boxes are on different accounts with different Fetch Service Providers. If multiple instances of this issue occur, escalate fault to Fetch Service Provider. Provide Serial Numbers for all the Fetch boxes involved. Customers can t share subscription TV channels, purchases, or rentals across

223 Fetch Troubleshooting Guide 223 Can t share Subscription TV channels, purchases, or rentals on connected Fetch Boxes Fetch boxes purchased from Fetch retail or another Fetch partner ISP, with Fetch boxes provided by the ISP.

224 Message: Could Not Play Recording. The recording is not playable on a Gen 2 box. Fetch Troubleshooting Guide 224 Message: Could Not Play Recording. The recording is not playable on a Gen 2 box. The message is shown if the Customer tries to play a recording made on a Gen 3 box using the newer HEVC video codec, from a Gen 2 box. Gen 2 boxes do not support the HEVC codec. Symptom Error Could not play recording. The recording is not playable on a Gen 2 box. You can still watch it on Mighty and Mini boxes. Image 1: Could Not Play Recording message. Solution The Customer will need to watch the recording on their Gen 3 Mighty or Mini box.

225 Fetch Troubleshooting Guide 225 Message: Could Not Play Recording. The recording could not be played as there is an issue with connecting to the Fetch box in your household. Message: Could Not Play Recording. The recording could not be played as there is an issue with connecting to the Fetch box in your household. The message is shown if the Customer tries to play a recording stored on another box that is currently unavailable. Symptom Error in My Stuff Recorded on unavailable box Error: Could not play recording. The recording could not be played as there is an issue with connecting to the Fetch box in your household. <Fetch box name>. This could be because your Fetch box is switched off or not connected to your local network. Image 1: Recorded on unavailable box. Image 2: Could Not Play Recording error message. Image 3: Successfully connected Fetch notification Image 4: Multiroom recordings in My Stuff Solution Power cycle all Fetch boxes and check all boxes have Internet connectivity. 1 Power cycle all Fetch Boxes in the household. Customer can play Multiroom Problem Solved. Allow up to 5 minutes for boxes to connect. recording. Note: Once each box starts up, a notification should show in the top right of the screen to confirm when connected to another box, i.e. Successfully connected to <Fetch Box Name>.

226 Fetch Troubleshooting Guide 226 Message: Could Not Play Recording. The recording could not be played as there is an issue with connecting to the Fetch box in your household. Can the Customer play the Multiroom recording in My Stuff (see Image 4)? Customer can t play Multiroom Go to step 2. 2 Double-check each box is powered on and has a working Internet connection. recording. Customer can play Multiroom recording. Problem Solved. Customer can t play Multiroom recording. If multiple instances of this issue occur, escalate fault to Fetch Service Provider. Provide Serial Numbers for all the Fetch boxes involved.

227 Message: Currently being watched / Playback interrupted / Currently downloaded elsewhere Fetch Troubleshooting Guide 227 Message: Currently being watched / Playback interrupted / Currently downloaded elsewhere Playback concurrency rules apply for TVOD content such as Movie rentals and TV show purchases. These rules apply across Fetch boxes and mobile devices using the same household. Symptom Message: Currently being watched. <VOD Title> is currently being watched on another device: <Device Name>. Selecting Play anyway will interrupt the other viewer. Message: Playback interrupted. Fetch has interrupted playback. Message: Currently downloaded elsewhere. <VOD Title> has been downloaded on another device: <Device Name>. Please both delete the download and make sure the device is online to be able to then watch it here. Image 1: Currently being watched message Image 2: Playback Interrupted message Image 3: Currently downloaded elsewhere message Solution Only one Fetch box or mobile device connected to the Customer s account can play a particular TVOD title (a movie rented or purchased from the Movie Store or an episode purchased from the TV Store) at a time. The Customer can choose to stop playback on the device currently playing the title if they wish. 1 For Currently being watched message (Image 1) Customer to Customer has selected to interrupt Problem Solved. decide if they want to Play anyway and stop playback on another playback.

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