How do I troubleshoot a frozen, black, green or pink Fetch screen?

If you see a black screen with no picture or writing on the screen, check the Fetch box is on. There should be a light on the front of the box:

• If the light is not on, check the power is on, or try a different wall power point.
• If the light is red, the box is in standby mode. Turn the Fetch box on using the remote.
• If the light is blue, the box is on, but there may be a sync issue with your TV and Fetch via HDMI.

If you connected your Fetch box to your TV using a HDMI cable, try the following:

• Check your TV is set to the same AV input source (such as HDMI1 or HDMI2) that your Fetch box is connected to.
• 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.

If you saw the message "Preparing system please wait..." just before the screen went blank, this may indicate an incompatibility with your TV and the out-of-box firmware on the Fetch box. To troubleshoot try the following:

• Connect the Fetch box to another TV or computer monitor and attempt the setup process there. Once set up, reconnect the Fetch box to your preferred TV.
• Update the software for your Fetch box:
  1. Connect your Fetch box directly to a LAN port on your router or modem using an ethernet cable. Your box doesn’t need to be connected to your TV.
  2. Once connected, two blue lights should appear (one for power and the other for internet). Wait 30 minutes, then reconnect your box to the original TV and complete the setup process.
• Set up your box without the HDMI cable:
  1. Unplug or turn off the power to your Fetch box
  2. Disconnect the HDMI cable from the back of the Fetch box. The aerial can be left in or unplugged.
  3. Reconnect the box or turn on the power.

A blue light will appear when the power is on and a red light when you're connected to the internet. Plug in the HDMI cable to the Fetch box and make sure the TV AV input source matches the HDMI port that the box is connected to. After this, you won't need to unplug the HDMI cord each time you turn on your Fetch box.

This can mean that there may be an HDMI problem or compatibility issue with your brand of TV.

Restart of your Fetch box by turning the power of at the wall and back on again after 5 minutes.

If this doesn’t work you may need to disconnect and reconnect your HDMI cables:

1. Use the included HDMI cable or a cable with the latest specification of HDMI (2.0 or higher)
2. 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.

As a last resort, you may need to perform a hard reset. To reset your Fetch box:  

1. Unplug the Fetch box
2. Reconnect the Fetch box using the cables and turn it on
3. After 10 seconds, a screen will appear. Use your remote to press the buttons with the single colours on them, in order from bottom to top:  
   • Blue
   • Yellow
   • Green
   • Red.

Continue to press the buttons in this order until the ‘R’ light on the Fetch Mighty, or Paw button on the Fetch Mini, starts flashing.

After the box restarts, you will need to activate Fetch, confirm your audio settings and Parental PIN and run a channel scan.

Refer to the Fetch User Guides for more troubleshooting steps.