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Troubleshooting Cox Mobile Connect

Last Updated: Thu, 28 Feb 2013 > Related Articles

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Summary

Get solutions or suggestions for problems with Cox Mobile Connect.

Solution

 

Troubleshooting Issues, Possible Cause and Resolution

If you have installed the Cox Mobile Connect app, but you cannot log in or access some of the features, use the solutions below to resolve your problem.

IssuePossible CauseResolution
Mobile Connect for iOS stops responding or closes on launch.------
  • Return to the Home screen, and then click the Home button twice.
  • Tap and hold the Mobile Connect icon.
  • When it starts to jiggle, tap the Close App icon to close it
  • Double-click the Home button and try opening the app again.
Mobile Connect for Android stops responding or closes on launch.------
  • Go to Settings
  • Tap Applications
  • Tap Cox Connect
  • Tap Clear data
  • Launch Mobile Connect again.
I entered the wrong login, and now I can’t try to log in at all. [Error code: 1010]The Cox Mobile Connect app locks after multiple unsuccessful login attempts. This is a safety feature to prevent unauthorized access.Wait 30 minutes and try again. If you need to look up your user ID then Tap here.
 I can’t remember my User ID. ------ Tap here to lookup your User ID.
 I can’t remember my password.  ------ Tap here to reset your User ID.
 I can tap buttons for a service but I can’t access the service.
  •  You may not be subscribed to the service
  • There may have been technical difficulties with the system

 

  • Contact your Cox Customer Care Center to subscribe to the service
  • Try accessing Cox Mobile Connect later. If the problem still occurs, refer to the Support & Care feature.

 

 I received a message about a system error [error code: 1000]. This message indicates technical difficulties with the system. Try accessing Cox Mobile Connect later. If the problem still occurs, refer to the Support & Care feature.
  I received a message about a system error [error code: 1100].  This message indicates technical difficulties with the system. Try accessing Cox Mobile Connect later. If the problem still occurs, refer to the Support & Care feature.
I can't schedule a program to record

The problem could be caused by the following:

  • You are trying to schedule the recording on a receiver that is not your primary DVR. You can only use the primary DVR to schedule a recording through Cox Mobile Connect.
  • The primary DVR may not have enough disk space.
  • The primary DVR may not be plugged in.
  • You may not be subscribed to the desired channel.
  • The program may have occurred in the past.
  • There could have been an issue receiving the recording request.
  • If you have more than one DVR, check all DVRs in the house to determine which is the primary DVR and make sure you are trying to schedule to that DVR.
  • Delete recordings to free up disk space.
  • Make sure the primary DVR is plugged in.
  • If you have not subscribed to the channel, contact Cox Communications.
  • Check the program guide to see if the program is being shown again at a later time. You cannot schedule a recording for a program that occurred in the past.
  • Try sending your recording request again.
I try to set the Remind option, but it does not work.Your device does not have version iOS5.x installed.Upgrade your iPhone or iPod Touch to version iOS5.x.
I get a message that says a network or connectivity failure occurred.Your device does not have an Internet connection.Verify that your device has Wi-Fi or cellular data connectivity and try again. If the problem still occurs, refer to the Support & Care feature.
I get a message about a system error.
[error code: 1500]		The message indicates technical difficulties with the system.Verify that your device has Wi-Fi or cellular data connectivity and try again. If the problem still occurs, refer to the Support & Care feature.

 


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