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erp_jdr14

New Contributor II

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access denied when trying to login to app

I am trying to login to the wifi app. Used to work...now cannot even get to the "sign-in screen". I launch app and as soon as i see the sign-in screen, I get error message saying security error 16.

I uninstall the app , reinstall...no change

I can login to the account app, but that does not give me access to the router for doing testing and restarting the router when it goes down again.

I tried the online chat...that got nowhere. Had to bail out after 30 minutes of chit chat

I tried calling and although the woman was very cheerful and pleasant, she could not help. (after 45 minutes). She said reset password. I said I cannot even get to point of entering user id, never mind password. I change password...same thing...access denied, error 16 ...call cox for help...been there...done that

I am trying to access with a Samsung s24 phone with latest app. I used to be able to get in a month or so ago. I have Norton 360 for security. I turned it off to see if it was blocking access...nope

Any thoughts or help?? Thanks

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WiderMouthOpen

Esteemed Contributor III

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3.5K Messages

First, does it work from a different phone? Second, is your phone up to date with the latest update? Next, what model panoramic gateway do you have? Next, make sure you aren't behind a VPN. Last, when did this problem start and what changed around then?

Not sure if this is relevant, but I just noticed my Chrome(desktop) was showing the wrong IP at IPchicken.com. Seemed like it had data saver mode on and was redirecting through Google's servers. Not even sure how that is possible on desktop version of Chrome. I updated Chrome though and rebooted and the problem went away. Do you have data saver or "lite mode" enabled?

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erp_jdr14

New Contributor II

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10 Messages

Thx for the quik reply...

 I only have 1 phone. My Samsung s24 is new and I always update to the latest versions of android. I am not using a VPN. 

I don't access the app on a regular basis, it was working a few weeks ago. Tried to get in today...no access. Nothing changed on my end...maybe on the COX end. When I access the COX admin area in my PC browser (192. x.x.x), all is running fine from that perspective. 

No data saver?? And I am not refereeing to a desktop app or browser, this is on my phone using the COX panoramic wifi app.

Gateway...Model: CGM4140COM

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WiderMouthOpen

Esteemed Contributor III

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3.5K Messages

I am not sure then. I haven't heard of this happening to anyone else, so it must be something specific to either your phone or account. I suggest contacting Cox through one of the methods in the sticky and see if they can help. Or you can call again and ask for Customer Advocacy Group(CAG).

In general, have you considered getting your own router? I have seen nothing but issues with the Panoramic platform and IMO router settings shouldn't be in the cloud in these days of hacks and exploits. Local control is safer and better IMO, if for no other reason then you don't need a phone/app to control it. It would also save you some money in the long run.

PS. The issue with Chrome was mentioned incase it has some other effect on Android in general, which is what your phone uses.

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erp_jdr14

New Contributor II

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10 Messages

Well...seems like the chat session person and the phone call support came to the same conclusion as they kept putting me on hold to do "further research" with not solution other than change my password (?)

Good tip for getting my own router. I'll look into it. Thanks for the help

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AllisonL

Moderator

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99 Messages

Hi, erp_jdr14. We would like to look into this login issue for you. Please email us at cox.help@cox.com for additional support. 

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erp_jdr14

New Contributor II

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10 Messages

I figured it out...all fixed (thanks to a tip you made)

I use Opera as by browser on my phone, The last updated it made, it made it the browser default and disabled Chrome browser (which i never used). So the COX app was looking for Chrome, to sell us more stuff, and refused to start giving the access error. Once I enable Chrome, it all worked again. I never would have expected the App to be dependent on the browser...back door kinda thing. 

So thanks for the help all. Maybe I should pass this info on to the tech (?) support...hmmm

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