Fetch error messages

Below is a list of common Fetch error codes and how to troubleshoot them.

Error Message	Troubleshooting Steps
Login has failed	Reboot your device
Activation failed	Re-enter your activation code Note: The code is case sensitive
This channel is unsubscribed	Confirm the selected channel is part of your package Reboot your set top box: Menu > Manage > Settings > Device info > Options > Restart STB Check if the channel is visible: Menu > Manage > Settings > Channels > Check for a tick in the Hide column next to each channel > Untick the channels to make them visible > Select Save
The channel is currently unavailable...	Confirm the selected channel is part of your package Reboot your set top box: Menu > Manage > Settings > Device info > Options > Restart STB Check if the channel is visible: Menu > Manage > Settings > Channels > Check for a tick in the Hide column next to each channel > Untick the channels to make them visible > Select Save
This content is blocked	This error generally occurs if the Parental Control PIN has not been entered or not entered correctly Learn how to reset your Parental PIN here
There are no channels in your channel list...	Confirm your external roof mounted antenna is connected directly to the ANT IN / Antenna In port of your set top box Perform a full channel scan by going to Menu > Manage > Settings > Channels If you continue to have difficulty accessing Free-to-Air channels, see Troubleshoot Free-to-Air channels on Fetch
This channel has stopped playing to conserve bandwidth	If a subscribed channel / pack plays for more than 3 hours without activity from the remote control, the set top box will automatically turn the channel off to conserve internet bandwidth You can turn off this 'time-out' setting by going to Menu > Manage > Settings
Are you still watching...	If a streaming channel plays for more than 3 hours without activity from the remote control, the set top box will automatically turn the channel off to conserve internet bandwidth
Improve your channel quality	Reset your streaming channel transmission by switching to another channel for 10 seconds, then switching back If you continue to have trouble, see Troubleshoot Fetch streaming / download issues
Action failed: We are sorry, but this channel...	This message will display if you try to record a non-recordable channel. E.g. Free-to-Air radio channels are not recordable
Your disk is full	By default, your Fetch set top box will manage the available hard drive space automatically. This error can occur if you have 'Protected' all your recordings which prevents the set top box from automatically deleting older items automatically To delete content to make room for new recordings, go to Menu > My Stuff > Recorded / Recordings > select the recording you want to clear Note. Deleting a large recording/folder may take a few minutes
Your selected recording...failed to start	This error message can display if: • Your Fetch set top box does not have adequate reception for the channel • Your internet bandwidth is not sufficient to download/record the program • Your set top box was/is set to record more than 2 channels at the same time • You're watching one of the channels being recorded
Purchase failed	This message may be the result of a suspension or cancellation of your Fetch service Soft reset your set top box: Menu > Manage > Settings > Device info > Options > Soft reset Note: A hard reset will delete any recordings If the issue continues, contact us and we'll help you out
Maximum queue size reached	The number of simultaneous downloads is limited to 3. Adding a 4th concurrent download will generate this error message To remove an active download from your queue to make room for another, go to: Menu > Manage > Settings > Downloads > enter your Parental Control PIN > select a download > press Clear
You have already watched...and have been billed...	This message will display if you attempt to delete unwatched or partially watched content that you have purchased, but the content has not yet fully downloaded. You have two options: Delete the content. You have 48 hours from the original purchase date/time to re-download and watch the content Press the Back button to allow the content to continue to download
Download failed	To find the reason for this problem Confirm the download failure. Go to Menu > Manage > Settings > Downloads. Press the Blue button to show the download manager and failed downloads Test if the problem reoccurs: • Confirm your set top box is connecting to the internet and has adequate bandwidth & speed • Reboot your set top box, by switching it off at the back • After rebooting, try to download a trailer or short program to test that the download function is working • If a trailer downloads successfully, try downloading the original content that failed If the problem persists, retrieve the download failure code by going to Menu > Messages (the envelope button) and opening the appropriate message. Take a note of the download failure code and contact us for assistance
There was an error trying to subscribe to that package...	This message will show if a subscription package is no longer available
Information Unavailable	Reboot your set top box. If the Electronic Program Guide fails to load for most of your channels after rebooting, make a note of the serial number found on the rear of your set top box and 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