Troubleshoot Fetch

Follow the steps below until the sound returns:

1. Check the volume
   • Check the TV volume is not turned down or muted using the TV remote control.
   • Check the Fetch volume is turned up using the Fetch remote.
   • Change channels on the Fetch device.
   • Power cycle the Fetch box - Turn off at the wall and wait five minutes before turning back on.
   • Try the sound again.
2. Toggle audio settings on the Fetch device
   • In Fetch, go to Menu > Settings > Audio & Visual > Audio and select Stereo. This will trigger the Fetch box to return audio levels to 100. You can then switch back to Auto or Passthrough if that's what you were using before.
   • Try the sound again.
3. Check the Fetch remote is controlling the volume
   • If you can’t change the volume on Fetch, the Fetch Universal Remote functionality may currently be controlling the TV volume.
   • Switch remote to control Fetch Box volume again by holding Paw and Volume - buttons on Fetch remote, until the LED blinks.
   • Then press Volume + button to turn up the volume on Fetch.
   • Try the sound again.
4. Check the sound is not going to external speakers or a headset
   • To check, go to Menu > Settings > Audio & Visual > Bluetooth > Receive Audio and select TV.
   • Try the sound again.
5. Check the Fetch Box is correctly cabled, and nothing has come loose
   • Check the connections are correctly plugged in.
   • Use the included HDMI cable or a cable with the latest specification of HDMI (2.0 or higher).
   • Unplug the HDMI cable from the back of the TV and the Fetch box, then reconnect your devices.
   • Try the HDMI cable in different ports on the TV.
   • Try the sound again.
6. Try another device or television
   • If possible, connect another device to the TV using the HDMI/AV cables currently connected to the Fetch Box, and test the audio.
   • Or try and connect the device to another television if you have one.

If your Fetch box won’t start, or is frozen, refer to How do I troubleshoot a frozen, black, green or pink screen?

Firstly, check the antenna is connected firmly to the back of the Fetch box and to the socket in the wall.

Then restart the Fetch box by pressing the power off button on your Fetch remote, followed by the Blue button.

If you are still experiencing issues, start a channel scan by:

1. Select Settings on Fetch
2. Select Channels
3. Choose Channel Scan and Start Channel Scan.

Firstly, restart your Fetch box to confirm that there are no contributing hardware faults. Ensure the antenna cable is correctly connected and the network connection is working.

Check if EPG times/programming are incorrect across multiple channels or just one channel. Restart the Fetch box by pressing the power off button on your Fetch remote, followed by the blue button.

If across multiple channels, or restarting has not resolved the issue, it’s possible that the location you have registered for your Fetch service is not correct.

To check or update the location of your Fetch service, sign-in to My Telstra and go to Services. Select your Fetch service and then follow the prompts to update your location.

If you still having issues, chat now.

To restart a box that is working and responsive, press the power button on your remote and then press the blue button to restart.

If your box is non-responsive to the remote, turn the power off at the wall, then power on again to restart the box.

To reset your Fetch box to factory settings, refer to the Fetch User Guides.

If your Fetch box has no internet connection, refer to How do I connect Fetch to my internet or Wi-Fi?

Fetch will play content in the background when;

• You start up your Fetch box it will default to playing the last channel you were watching.
• When you’re searching the main menu, Fetch will continue to play what you have been watching

This is automatic and can’t be turned off in settings.