Forum Discussion

SpaceBob's avatar
SpaceBob
New Contributor
5 years ago

When will Cox update the Contour app to work on iPad with the new IOS 14.0? The Contour app works with iPhone with IOS 14.0 so, why not the iPad?

The app appears to work by displaying all the options normally but goes to a black screen after selecting a program or network. Then eventually stops with the following message: Server Error : : TVAPP-00100. That is followed with the following verbiage: “Sorry, we’re having trouble retrieving this video. If your Internet connection is otherwise working, please try a different channel or program.” However selecting a different channel or program has the same result.

Contour app
  • Don_M's avatar
    Don_M
    New Contributor
    4 years ago

    I called tech support today for the very same issue and the impression I received was not our issue call Apple. Now that I've discovered this forum it's frustrating to learn this IS a known issue - at least from what I'm gathering reading through these posts. I've tried the suggestions and I too am unable to get it resolved. 

    • Jerry_L's avatar
      Jerry_L
      New Contributor
      4 years ago

      Don,

      Do you have Norton 360 or one of their other security software running on you iPhone or iPad?

    • BenS1's avatar
      BenS1
      Former Moderator
      4 years ago
      Hi @Don M
      I know that it is frustrating when you are not able to get the Contour app working on your Apple device. There are no known issues at this time for the Contour App having issues with an Apple iOS version. Please go into the settings clear the cache, restart your device and then log back in. If it still doesn't work after those steps please email us at cox.help@cox.com with your full name and address.

      Ben S.
      Cox Support Forums Moderator
  • GerryC's avatar
    GerryC
    New Contributor
    5 years ago

    I have a 1st generation IPad 4 and the contour app still works on it. But it does not work on my new IPad Pro. The channel select pages show up but I get a TV-00200 error code when the app tries to actually stream any content. That error message is coming from the service end..

    • SpaceBob's avatar
      SpaceBob
      New Contributor
      4 years ago

      Well, first I’d like to thank all those who have contributed to this forum but not thank COX since nothing has changed in over three months, they still have not fixed the problem or changed their webpage that continues to say the Contour app works with iPads, when it doesn’t with any Apple IOS update 14 or greater. All of their fix actions of turning off Norton, deleting cache, and deleting and reinstalling the app hasn’t worked for anyone. So, it should be obvious the technical issue is the inability of COX to understand the difference between APPLE IOS 13 to 14 and how it affected the COX app. Obviously, COX needs better coders. In the meantime, COX should update its website to mitigate false advertising.

      • SpaceBob's avatar
        SpaceBob
        New Contributor
        4 years ago

        So, I discovered turning off the Norton VPN wasn’t enough. You have to delete VPN three times; twice in the VPN app and again in the security app. Once all of Norton is removed, which finally takes all of VPN down you can add back the rest of Norton but just leave your internet unprotected. This should be okay on your password protected home network but be sure to reactivate it anytime you’re not using your home network. This still isn’t the best solution, especially if COX has quit trying to correct the problems between their and Norton’s app, which protects your internet connection, especially in this COVID lock down and extensive internet use time period.

    • LisaH's avatar
      LisaH
      Moderator
      5 years ago
      Hi GerryC. Do you have Norton on the iPad Pro? - Lisa, Cox Support Forums Moderator
      • GerryC's avatar
        GerryC
        New Contributor
        4 years ago

        Yes, I do. I just tried it again with the Norton VPN disabled and the app is working properly. I believe that I tried this before without success as there are other apps that have the same type of issue when connected through the VPN.

  • Jerry_L's avatar
    Jerry_L
    New Contributor
    5 years ago

    It's Tuesday, Oct 20th.  Has anyone gotten this resolved through COX Support yet?  As a FYI, I do have a older iPad 4 mini which is still running the previous 13.4 iOS.  It streams live TV from the Cox Watch TV app without any problem.

    • Jerry_L's avatar
      Jerry_L
      New Contributor
      5 years ago

      Everyone else on this post must have their problem fixed since I haven’t seen any other replies.  Here’s the one I received today:

      “We've received an update that the issue could not be replicated at this time. Please check again to see if the issue is resolved when accessing the Contour App on your apple devices now. Please let us know if you need assistance after this has been checked.”

      Dustin

      Cox Social Media Support Specialist

      ———————

      Really??

      • DustinP's avatar
        DustinP
        Moderator
        5 years ago
        It's clear this is not resolved for you Jerry.

        We have received reports of others experiencing this issue and appreciate having each case investigated. Your ticket is still open for this investigation.

        Dustin
        Cox Support Forum Moderator
  • murphyR's avatar
    murphyR
    New Contributor
    5 years ago

    Here it is mid-October and this still isn’t fixed. I’ve spoken with Cox and get the same we’re working on it. I can’t believe this isn’t fixed and I’m still paying. I’m not a novice to tech and have tried numerous fixes and nothing works. If it isn’t fixed soon, I hope Cox will start talking about some type of credit on the bill! Right now for any of this it’s only crickets, which I find unacceptable. Keep your customers informed and you’ll be better off keeping your customers.

    • SharonL's avatar
      SharonL
      Former Moderator
      5 years ago
      Hello Murphy, if you continue to have issues with the App, we may need to escalate this. To do this, please send an email to cox.help@cox.com with this link and your complete address.

      Sharon
      Cox Support Forums Moderator
  • Hyperion's avatar
    Hyperion
    New Contributor
    5 years ago

    I have the same issue with my iPad after the IOS upgrade. And yes I have uninstalled/installed the app. Fix the issue.

  • jennyb's avatar
    jennyb
    New Contributor
    5 years ago

    I have the same issue with little help from cox

    • BenS1's avatar
      BenS1
      Former Moderator
      5 years ago
      @Jennyb, Hi, Have you tried to clear the cache on the app, and uninstall/reinstall it?
      Ben S.
      Cox Support Forums Moderator