Troubleshoot Fetch audio issues

If your Fetch TV has no audio, these troubleshooting steps may help resolve the problem.

Before you start, make sure your Fetch box and TV are connected properly. Refer to the setup guide for your Fetch box if you need assistance.

Step 1: Check the volume and mute settings
  1. Use your TV remote to:

    • Try turning the volume up

    • Toggle from mute to unmute

  2. Use your Fetch remote to:

    • Try turning the volume up

    • Toggle from mute to unmute

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Step 2: Check your Fetch remote is working

Select the type of Fetch remote you have. If you are not sure which remote you have, click here to see images.

Gen 2 Remote
Gen 3 (Mini/Mighty) remote
Gen 2 Remote
Gen 3 (Mini / Mighty) remote

Watch the TV and STB (Set Top Box) buttons on your Fetch remote while pressing the volume up or down key.

What happens?


Your remote is working correctly. Proceed to the next step.
This means your Fetch remote is controlling the TV volume instead of the Fetch box volume. To set your remote to change the Fetch box volume instead of the TV volume:
  1. Ensure your TV volume is set at a normal level and Mute is off

  2. Hold down the Paw and Volume Down buttons for 4 seconds until the TV button flashes once and then flashes four times

  3. Toggle the mute button to confirm the mute setting is off

  4. Use the volume buttons to increase the volume

Tip: To switch your remote back to controlling the TV volume, hold down the Paw and Volume Up buttons for 4 seconds until the TV button flashes once and then flashes two times. View the Fetch remote instructions on the Fetch website to learn more about using your remote.

If the audio problems persist, proceed to the next step.

Does your Fetch box respond if you press any other buttons on the remote?

Your Fetch remote may be controlling the TV volume instead of the Fetch box volume. To set your remote to change the set top box volume instead of the TV volume:
  1. Ensure your TV volume is set at a normal level and Mute is off

  2. Hold down the Paw and Volume Down buttons for 4 seconds until the TV button flashes once and then flashes four times

  3. Toggle the Mute button to confirm the mute setting is off

  4. Use the volume buttons to increase the volume

Tip: To switch your remote back to controlling the TV volume, hold down the Paw and Volume Up buttons for 4 seconds until the TV button flashes once and then flashes two times. View the Fetch remote instructions on the Fetch website to learn more about using your remote.

If the audio problems persist, proceed to the next step.

There may be a problem with your remote. Try the following:
  • Check that you are using the remote within 6 metres of the Fetch box
  • Check that there is a clear line of sight to the box. Remove all obstructions (even glass or plastic) and make sure the remote is pointed directly at the box
  • Try different batteries

If the problem persists, contact us and we’ll help you out. If you're not with Optus for your Fetch TV service, please contact your service provider for further assistance.

Call us on 13 13 44

Don't forget, if you have an iPhone, iPad or an Android device and a Wi-Fi network, you can use the Fetch Mobi app as a remote control until we work out the problem with your Fetch remote. Learn more about the Fetch Mobi app.

Does your Fetch box respond if you press any other buttons on the remote?

Your remote may be set to control the TV volume instead of the Fetch box volume. To set the remote to control the Fetch box volume:

  1. Ensure your TV volume is set at a normal level and mute is off

  2. Hold down the Paw and Volume Down buttons for 4 seconds until the remote flashes twice

  3. Toggle the mute button to confirm the mute setting is off

  4. Use the volume buttons to increase the volume

Tip: To switch your remote back to controlling the TV volume, hold down the Paw and the Volume Up button until the TV button flashes once. View the Fetch remote instructions on the Fetch website to learn more about using your remote.

If the audio problems persist, proceed to the next step.

There may be a problem with your remote. Try the following:
  • Check that you are using the remote within 6 metres of the Fetch box
  • Check that there is a clear line of sight to the box. Remove all obstructions (even glass or plastic) and make sure the remote is pointed directly at the box
  • Try different batteries

If the problem persists, contact us and we’ll help you out. If you're not with Optus for your Fetch TV service, please contact your service provider for further assistance.

Call us on 13 13 44

Don't forget, if you have an iPhone, iPad or an Android device and a WiFi network, you can use the Fetch Mobi app as a remote control until we work out the problem with your Fetch remote. Learn more about the Fetch Mobi app.

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Step 3: Check any connected devices

If your Fetch box or TV is connected to any other devices (such as an audio receiver), check that the device:

  • Is switched on
  • Has the correct source/input selected?
  • Is not on mute
  • Has not had the volume set too low?
  • Is connected properly

If the issue persists, disconnect the additional device so that the Fetch box is the only device directly connected to your TV. If audio returns, you have identified that the additional device is the source of the audio issue. Refer to the device’s manual or support site for assistance.

If the problem is not caused by any additional devices, proceed to the next step.

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Step 4: Check your Fetch box's audio settings
  1. Using your Fetch remote, select Menu > Manage > Settings > Audio-Visual

  2. Make sure Audio Option is set to Stereo

  3. Check if the audio problem persists

If this hasn’t fixed the issue, proceed to the next step.

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Step 5: Reboot your Fetch box

To reboot your Fetch box, turn the power to the box off for 30 seconds, then turn it back on.

If the problems persist, proceed to the next step.

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Step 6: Test your cable connections
  1. Try a different input port
    If your TV has additional input ports (such as a spare HDMI or AV port), try connecting your set top box via a different port. You may need to select the new input on your TV by pressing the Input/Source on your TV or Fetch remote control. If this resolves the problem, you have identified an issue with the ports on your TV. Consult your TV user guide or manufacturer’s support site for further assistance.

  2. Try different cables
    If you have alternative cables, use them to connect your Fetch box to your TV. Consult your user guide if you need assistance changing the cables. If this resolves the problem, you have identified there may be a problem with the original cables.

If the problem persists or you don’t have spare ports / cables, proceed to the next step.

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Step 7: Try a different TV

If you have another TV, try connecting the Fetch box to it.

If this resolves the problem, you have identified there may be a problem with your TV. Consult your TV user guide or manufacturer’s support site for further assistance.

If the problem persists or you don't have a spare TV, contact us and we'll help you out. If you're not with Optus for your Fetch TV service, please contact your service provider for further assistance.

Call us on 13 13 44

 

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