Troubleshooting Your Wireless 4K Contour Stream Player

The following process provides basic troubleshooting for your Wireless 4K Contour Stream Player, including most error codes.

Confirm your Internet service is connected.

1. From a device connected to your Cox Internet, open a web browser, and search for a website.
2. Is your Internet connected and working correctly?
   
   • If yes, then continue to the next step.
   • If no, then additional Internet troubleshooting may be needed. Refer to Fixing Internet Connection Problems.

Complete the following to troubleshoot display issues.

1. Do you see the Cox Apps menu or TV programming from the Contour Stream Player displaying on the TV?
   • If yes, then continue.
   • If no, then continue to step 3.
2. Does the picture appear to be frozen or non-responsive?
   • If yes, then proceed to step 6.
   • If no, then continue.
3. Does it appear that the Cox Voice remote is not working?
   • If yes, then common issues can be resolved by completing basic troubleshooting. Use the Remote Control User Guide to identify your remote, located under the Contour 2 section, and troubleshoot. Return to this process as needed.
   • If no, then continue to the next step.

Determine if the issue is related to how the equipment is functioning or a setting.

1. Is the TV turned on?
   • If yes, then continue.
   • If no, then turn on the TV. Continue as needed.
2. Does a No Signal or Input message display indicating a connection or setting issue?
   • If yes, then continue to the next step.
   • If no, then proceed to step 6.

Confirm the TV equipment has an established connection.

1. Check that the TV is on the correct HDMI source or input. The selected input must match where the HDMI connection is plugged into your TV.
2. From the back of the TV and the Contour Stream Player, confirm all cables, including the HDMI are connected.

Does the issue you were experiencing with your Contour Stream Player appear to be resolved?

• If yes, then both your Internet service and Contour Stream Player are functioning correctly. All steps complete.
• If no, then continue to the next step.

Complete the following to reboot your Cox equipment in the correct order, starting with your Internet. The Contour Stream Player requires a Cox Internet connection.

1. Reboot your Internet gateway device using one of the following methods.
   • From your Panoramic Wifi app, tap Devices, and then from the Troubleshooting tab restart your gateway.
   • From the wall outlet, unplug the gateway power cord, wait 20 seconds, and then plug it back in.
2. Allow the device up to 15 minutes to restore services.

Do you have a larger Contour receiver?

• If no, then continue to the next step.
• If yes, then complete the following.
  1. Turn the TV off.
  2. From the wall outlet, unplug the Contour Stream Player power cord.
  3. From the Contour Stream Player, unplug the HDMI cable.
  4. Plug in the HDMI cable and then the power cord.
  5. Turn the TV on.
  6. Allow the equipment to restore service. This may take up to 10 minutes.

Confirm your Internet service has been restored.

1. From a device connected to your Cox Internet, open a web browser, and search for a website.
2. Is your Internet connected and working correctly?
   
   • If yes, then continue to the next step.
   • If no, then additional Internet troubleshooting may be needed. Refer to Fixing Internet Connection Problems.

Note: If you have a larger Contour receiver that has been rebooted, then services must be restored to it before you continue to step 9.

Reboot your Contour Stream Player.

1. Turn the TV off.
2. From the wall outlet, unplug the Contour Stream Player power cord.
3. From the Contour Stream Player, unplug the HDMI cable.
4. Plug in the HDMI cable and then the power cord.
5. Turn the TV on.
6. Allow the equipment to restore service. This may take up to 10 minutes.

From your Contour Stream Player, confirm if the issue you were experiencing is resolved?

• If resolved, then both your Internet service and Contour Stream Players are working correctly.
• If not resolved, then additional troubleshooting is needed. For more assistance, contact us.