Forum Discussion

tomb993's avatar
tomb993
New Contributor
7 years ago

Contour 2 box doesn't respond and sometimes give error "having trouble connecting to your receiver."

This has been happening a lot lately.  I press a button on the remote, I see the green remote light on the box, but the box doesn't do anything.  Sometimes it just takes a while, sometimes it never r...
Becky's avatar
Becky
Moderator
Hi Tomb993, it sounds more like an issue with the signal to the receiver rather than a problem with the remote control. Are there any splitters on the coax connection to the receiver? If so, you might try replacing the splitter and see if that clears up the issue. Make sure all connections to the receiver are finger-tight. If the problem continues, I suggest a service call so an on-site tech can troubleshoot further. -Becky, Cox Support Forums Moderator
tomb993's avatar
tomb993
New Contributor
7 years ago

Thanks Becky,

I will reseat all connections from where the drop cable enters my house to the cable box.

Is there a way to get the cable box to show the signal strength?  I have the Arris XG1.  I Googled for that but didn't find anything that worked.

Tom

  • Becky's avatar
    Becky
    Moderator
    7 years ago
    Hi Tomb993, I believe you can access the diagnostics menu by pressing and holding the Exit button on the remote until you see the word “live” on the screen. Press the down arrow two times, and then press the # 2 key. -Becky, Cox Support Forums Moderator
    • tomb993's avatar
      tomb993
      New Contributor
      7 years ago

      Thanks Becky, I got that diagnostic menu to come up, not sure if I found signal strength or not.

      But I have a different question.  I get the delays and the error message when I press play or pause or fast forward on a program I've recorded on my DVR.  To me, that seems to be local to my house.  I'm not sure why signal strength would play a role here at all.  Do you have an answer to that?

      Thanks,

      Tom

      • Becky's avatar
        Becky
        Moderator
        7 years ago
        Hi Tomb993, the DVR is reporting a high number of T3 errors, which is why I initially leaned in the direction of a signal issue. It's possible that there is an issue with your remote control. The most helpful information for further troubleshooting would be the exact error code number displayed. -Becky, Cox Support Forums Moderator