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Troubleshooting Cox TV Connect

Last Updated: Fri, 02 Dec 2011 > Related Articles

15 rated this

Summary

Use this article to troubleshoot basic issues with Cox TV Connect.

Solution

Are you having an issue:

Issues Downloading the App

Cox TV Connect requires the operating system of 4.3 or greater. Verify that the iPad/iPhone/iPod Touch operating system version is 4.3 or greater by completing the following steps:

  1. Tap Settings.
  2. Tap General.
  3. Tap About.

  4. Scroll down to Version.

    Version will display the operating system (iOS). 

Trouble Signing In to the App

  1. Confirm you are using the primary account holder user ID and password. 

    The primary account holder user ID and password is used to view your bill online.

  2. If you forgot your primary account holder user ID or password, then complete the following steps:
    1. Go to the Cox.com homepage. 

    2. Click Sign In and click on Forgot User ID to lookup your User ID, or click on Password to reset it.

      You will need your 16 digit account number to lookup your user ID, and you will need your user ID to reset your password. The 16 digit account number can be found on your Cox bill. 
      If you need additional information, please refer to Trouble Signing In on Cox.Com. If you are unable to lookup your user ID and/or password, please call 1-866-590-4229 for assistance.

Receiving an Error Code

Error CodeAction to Take
103

Verify your device is connected to your home wireless network that is connected to your router and cable modem.

Note: You must be within range of your home network to access Cox TV Connect.

140

Verify WiFi is On and connected to your home network by completing the following steps:

  1. Tap Settings.
  2. Tap WiFi.
    • If WiFi is ON, then tap ON to turn if Off, then turn tap OFF to turn it On again. 
    • If WiFi is OFF, tap OFF to turn it On. 

  3. Verify your home network is connected and has a checkmark next to it.

    The home network should be connected to your cable modem, gateway, or eMTA that provides your Cox Internet service. 

  4. Verify your modem and wireless router is connected to power and turned on.
  5. Check to see if other WiFi devices, (such as a laptop computer or smartphone) can connect to the Internet using your WiFi home network.  
144The Cox TV Connect application detected a change that may have been made to the device’s operating software. When this type of change is detected, Cox cannot allow access to network programming. Please contact Apple to ensure the operating software is a supported version.
176
  1. Tap OK on the error code message. 
  2. Tap Sign Out in the upper right corner. 
  3. Sign in using your primary user ID and password. 
  4. If you receive the same error code, ensure that no more than five devices are signed in. Cox TV Connect can stream live programming on five devices per household at one time.
186You cannot record a program because you do not currently subscribe to it. To add the channel to your TV package, call 1-866-590-4103, and reference error code 186.
187The recording could not be scheduled because there is another conflicting recording scheduled for the same time. You will need to change the priority of the recording to Definitely Record.
Warning! If you chose for Cox TV Connect to Definitely Record, it will record the program you have selected; however, the other scheduled program will not record.
193DVR is full. You will need to delete recorded programs from you DVR to provide sufficient storage space to record the program.
Other Error CodeFor all other Cox TV Connect errors or issues, contact Cox TV Connect Technical Support at 1-866-590-4229 .

Other Issues

If...Then...
App closes automatically while watching a program

Close open apps to free up memory by completing the following steps:

  1. Press the Home button twice to display recently used apps.
  2. Hold your finger on an app until a red minus sign appears on each open app.
  3. Tap the red minus sign on each open app to close it.
You connected your device to your TV and cannot view a programCox TV Connect programs cannot be viewed when connected to an external device such as a TV or monitor.
Channel is not displaying the picture or audioChange the channel, then return to the previous channel. If this does not resolve the issue,  contact Cox TV Connect Technical Support at 1-866-590-4229.
Channel is not displaying the picture; however, audio is presentCheck the WiFi signal to ensure you are in range of your home network. If the WiFi signal is low, video streaming may not be supported; however, audio may still be present.  
You have recently updated your device to iOS 5.1 or greater and you are attempting to access the app, but you are automatically returned to the home screenDownload the latest version of Cox TV Connect app from the Apple App store.

For all other Cox TV Connect errors or issues, contact Cox TV Connect Technical Support at 1-866-590-4229 .

 


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