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New Contributor
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Issues with the Cox Drag & Drop Backup App and the Cox Cloud Drive App
I am having two (2) issues with the Cox Cloud Drive:
# 1 - I can logon to https://drive.cox.com/ with my primary email account user name (name that is to the left of the @ sign) and password. However, if I try to use the stand alone Cox Cloud Drive backup software, which worked previously, when I logon with that same User ID and Password, I now receive this message: Large Red X followed by "Please enter a valid user name and password". I am 100% certain that I am using a correct user name and password.
# 2 - The Cox Drag and Drop Backup has also stopped working. When I open this program, I get this message: "Could not list children '/' User Security Access Exception". I tried to correct this issue by doing the following: (1) I uninstalled and reinstalled this program, (2) I looked at all of my files on the Cox Cloud by opening a Chrome browser window to https://drive.cox.com/ and going through the Online Files Directory and all of the sub-directories which I had set up. I did not see any fragments of files or directories. I did delete a directory called Children of the Revolution, a band, which contained performance photos of the group. However, I still get the same message every time I open Cox Drag and File Backup: "Could not list children '/' User Security Access Exception".
Thank you in advance for your help and support.
DerrickW
Valued Contributor
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I am sorry that you've been having issues with the Cox Cloud Drive online storage. We have a support team that deals specifically with this service . You can reach our Cloud Drive Support team at 800-923-7580.
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Ectophile
New Contributor
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Dear Derrick W,
The Cox Cloud Drive Support Team have NOT helped in resolving the three (3) issues that I have raised: Ticket # 315727 and # 315729 concerning my inability to logon to to the Cox Cloud Drive via the stand alone programs (1) Cox Drag and Drop Backup, and (2) Cox Cloud Drive version 5.1.30.18, AND Ticket # 306768 involving blurry images on my iPod Touch Fifth Generation when trying to view Cox Cloud Drive Images using the stand alone App for iOS devices. These tickets date from 03/31/2015 and 04/07/2015.
UNLIKE Apple Support, HP Support, or Microsoft Support, there are NO FOLLOW UP user satisfaction surveys following each and every technical support contact. If there were, I would rate Cox Cloud Drive Technical Support (with the exception of Cheryl) Zero (0) on a scale of 1 to 10, totally useless and incompetent, even at times rude.
UNLIKE Apple Support, HP Support, or Microsoft Support, Cox Cloud Drive Support will NOT set up an EXACT CALL BACK APPOINTMENT TIME. Cox Cloud Drive Support will not even call back during a PROMISED CALL BACK AVAILABILITY TIME. I waited yesterday for two (2) hours for a promised call which never happened.
To date, I have had a total of nine (9) contacts with Cox Support on these three issues during the past month and these tickets are still open. Is that good service?
To say that I am completely dissatisfied and disappointed with Cox Cloud Drive Support, BOTH LEVEL 1 and LEVEL 2, would be a gross understatement.
We already know that the problem with Cox Cloud Drive images appearing blurry on iOS devices is due to a failed Cox Cloud Drive App UPDATE on Version 2.2.5.2. One of the Cox Cloud Drive Support Technicians has admitted that issue, and replicated that photos are blurry when viewed on an iOS device. Yet Cox Cloud Drive Level 2 technician Peter Kaushik, who has been aware of this issue for nearly one (1) month has not resolved this problem. Apple, by contrast, would have pulled the defective App revision IMMEDIATELY, reverted back to the PREVIOUS working revision, and FIXED this issue WITHIN 24 HOURS. Again, this affects my Ticket # 306768 that was opened on 03/31/2015.
On the other two open tickets, #315727 and # 315729, instead of repairing the OBVIOUS CAUSE OF THE PROBLEM, which is a CORRUPTED PASSWORD FILE ENTRY ON THE COX CLOUD DRIVE SERVER, both Level I and Level II Cox Cloud Drive Technicians come up with ridiculous explanations, all trying to blame me or my computer as the cause of this logon issue, including: (1) Firewall blocking logon, (2) Security programs blocking logon, (3) Using unrecognizable password characters. Each of these BOGUS causes has been EASILY DEBUNKED by (A) turning off the Firewall, (B) Pointing out that both the Cox Cloud Drive stand alone program and the Drag & Drop Backup logon worked perfectly for well over a week, (C) Pointing out that I am able to logon with the SAME PRIMARY Cox PASSWORD to the Cox Cloud Drive URL address from any browser, and (D) Allowing the Cox Cloud Drive Support Technician to attempt to logon with MY PASSWORD to the stand along Cox Cloud Drive programs on their own computers.
It is always easier to try to blame the user than to actually fix an issue. It is also disappointing that a user like myself with 40+ years of high level corporate and home computer usage can logically examine and think through these issues, instead of the Technical Support Team who are hired to provide that help.
Derrick W, I have one further comment. By your restricting user input on these Cox Forums, you are not allowing others to report these same or similar issues, or build up a data base of how to correct them. I am sure that these very SAME issues affect hundreds of thousands of Cox subscribers. These are not issues unique to myself. The MORE that we know about these issues, the FASTER they will be resolved.
My next step will be to contact Sylvia L. Dunbar at the Executive Office of the Regional Manager for Cox Communications, California and have her initiate an investigation and resolution of this matter.
This incident has been an outrageous example of how NOT to handle a Technical Support issue.
Instead of covering up user feedback, I hope you will leave this message available so that other users can realise that they are not alone.
These problems have NOT been solved as you have indicated on previous postings:
http://forums.cox.com/forum_home/internet_forum/f/5/t/8825.aspx
http://forums.cox.com/forum_home/apps_forum/f/9/t/9072.aspx
http://forums.cox.com/forum_home/apps_forum/f/9/t/9071.aspx
Thank you for your help.
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ChrisL
Former Moderator
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Ectophile
New Contributor
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Thank you ChrisL. Please also take a look at reviews in the Apple Apps Store of the iOS-based Cox Cloud Drive App. Each and every one of the 7 or 8 reviews are negative, 1 star out of 5. That speaks loudly about user dissatisfaction.
Fast response times are also critical in providing user satisfaction, along with surveys and feedback following each service call. Top tech companies, like Apple, already know those principals. That's part of why they are so successful.
I sincerely hope that you and your colleagues will take ownership of these issues, and follow up until they are resolved.
Thanks again for your help.
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MichaelJ
Moderator
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Ectophile
New Contributor
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Hi Mike,
Thank you for alerting your team about these issues that still need to be resolved.
As to the Cox Cloud Drive App in the Apple Apps Store, there are actually about 46 users reviews for all versions of this App. The latest version has all negative reviews. However, a few of the comments on earlier versions were positive. Before releasing any updates, it always helps to beta test them on various iOS platforms.
I really hope that your team will work on resolving all of these issues as they affect a broad range of users. Whenever you see multiple complaints, you have to be aware that they are just the tip of the problem. Many users never bother to report an issue, and just stop using an application.
Thanks again for your help and good intentions.
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