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Troubleshooting Cox TV Connect
Last Updated: Wed, 21 Jan 2015 > Related Articles
Troubleshoot basic issues with Cox TV Connect and find the appropriate escalation paths.
Are you having an issue:
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:
- Tap Settings.
- Tap General.
- Tap About.
Scroll down to Version.
Version will display the operating system, otherwise known as iOS.
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.
- If you forgot your primary account holder user ID or password, then complete the following steps:
- Go to the Cox.com homepage.
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 technical support at 1-866-590-4229 for assistance.
Use the table below to address any error codes you are seeing.
|Error Code||Action to Take|
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.
Verify WiFi is On and connected to your home network by completing the following steps:
|144||The 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.|
|186||You 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.|
|187||The 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.
|193||DVR is full. You will need to delete recorded programs from you DVR to provide sufficient storage space to record the program.|
|Other Error Code||For all other Cox TV Connect errors or issues, contact technical support at 1-866-590-4229 .|
Troubleshooting tips for any additional issues you may encounter.
|App closes automatically while watching a program|
Close open apps to free up memory by completing the following steps:
|You connected your device to your TV and cannot view a program||Cox 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 audio||Change the channel, then return to the previous channel. If this does not resolve the issue, contact technical support at 1-866-590-4229. This is a free service.|
|Channel is not displaying the picture; however, audio is present||Check 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 screen||Download the latest version of Cox TV Connect app from the Apple App store.|