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Tenorman

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Unable to log into Cloud Drive

I can no longer access the Cloud Drive from my desk tops. I get a message saying that I have to enter a valid user name and password. When I set up the cloud drive, everything worked fine for several months, but although the user name and password have not changed, I can no longer access the cloud drive, but only from desk top computers. I can access it from my iOS mobile devices, with the original user name and password. What do I need to do?

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Tenorman

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7 Messages

Let me qualify my previous post. Although I can access the drive from my iPhone, when I try to access a specific file, nothing happens. I just get a counterclockwise swirling arrow, which continues to swirl interminably. Nothing happens. Why can I not access my files? When I hit the download button, it tells me that the file has been downloaded to my device, but it doesn't tell me where. This is incredible!

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MichaelJ

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1.8K Messages

Hi, try removing it and reinstalling it.

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Tenorman

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7 Messages

I have, and it has no effect.
MichaelJ said:
Hi, try removing it and reinstalling it.

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Lolly

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5 Messages

I am having the same problem. Starting on 9/23/2015 I lost my connection to the cloud drive. My computer is always on, and yesterday a message popped up saying the Cloud Drive connection had been lost. I have tried to access it through the Cox website and it gives an error that the page can't be found when I select "Manage Cloud Drive". I can't uninstall it and reinstall it on my computer because you need access to the Cloud Drive page on Cox's website to download the software. I was a Software Engineer and did programming, and it appears to me that your Cloud Drive server is down or having problems. Please advise. Thank you!

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Shariel

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287 Messages

Hey Tenorman, 

What type of File is it? Does it give you the option that says "Open With"?

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Tenorman

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7 Messages

Shariel, thank you for your response. I assume you are referring to the problem I have access files with my iOS device. No, it does not give me any option, just either I tap the file name and it goes into the endless loop, or download and it doesn't tell me how to open the file that supposedly was downloaded to my phone. I tried to download both an mp3 and pdf files, with exactly the same results. Now, how about helping me with my inability to log in from a desktop?
SharielH said:

Hey Tenorman, 

What type of File is it? Does it give you the option that says "Open With"?

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Tenorman

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7 Messages

Lolly, I was able to access the Cloud Drive page using my regular Cox username and password, but uninstalling and reinstalling the Cloud Drive software had absolutely no effect. This problem started for me over a month ago, but I haven't had a chance to try solving it until just recently. Tenorman
Lolly said:
I am having the same problem. Starting on 9/23/2015 I lost my connection to the cloud drive. My computer is always on, and yesterday a message popped up saying the Cloud Drive connection had been lost. I have tried to access it through the Cox website and it gives an error that the page can't be found when I select "Manage Cloud Drive". I can't uninstall it and reinstall it on my computer because you need access to the Cloud Drive page on Cox's website to download the software. I was a Software Engineer and did programming, and it appears to me that your Cloud Drive server is down or having problems. Please advise. Thank you!

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MichaelJ

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1.8K Messages

Hi, please contact Cloud Drive support directly at 1-800-923-7580.

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Tenorman

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For anyone reading this thread, get ready to spend time with Cloud Drive Support. After spending a considerable amount of time chatting with a very nice level 1 support tech (at the number below), and trying various typical level 1 solutions like reloading the software (which didn't work). I ended up sending him a folder which the Cloud Drive software creates on my desktop, which he is sending to level 2 support. I wonder how many support levels we're going to go through in trying to solve this problem? If level 2 ever gets back to me, I will post my results with them, but I'm not holding my breath. We never did get around to addressing the problem of why my iOS phone will access the Cloud Drive (with the logins that don't work from my desktop) but not let me download any files. One problem at a time!
MichaelJ said:
Hi, please contact Cloud Drive support directly at 1-800-923-7580.

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Lolly

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5 Messages

I was able to log on to the cloud drive a few hours ago. So for me it was a problem on Cox's end. I didn't change anything, just tried the logon again. This time no errors, went right in.

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TomCoxForum

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Hi. I recently downloaded the app to my iPhone 5 and am running into the same problem of not being able to open any file in the cloud. This includes jpg and pdf. My phone sees the file folders and the files but won't open the files. After trying to trouble shoot the problem myself for a couple hours I began contacting Cox Tech Support. I had tried deleting the app and downloading it again; loading the Adobe app to see if that would make a difference; I never could find an "open with command" anywhere. All these files open up just fine on my PC in the cloud. I even went to the Apple Store and they said it's a problem with the app and not the phone. After much time talking with Cox it turns out the app is very old and was developed at the time of the current IOS for iPhone 4, even thought the description says it works with later versions of the IOS. I spoke with the Level 2 tech support and the person indicated it was an app issue and likely won't be corrected until a new app is developed for Cox Cloud Drive. No time soon was my indication. This is a bummer as I'd like to use my 50 gigs of cloud space to open files on my phone. Can anyone with an iPhone and current version of IOS open a file?

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Tenorman

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7 Messages

 This is precisely one of the problems that I have, and when the app reports that the file has been downloaded to my phone or other iOS device inviting you today, there is no indication of where the file has  been downloaded. It does not show up in my iBook.  As before, I still cannot log into the Cox cloud  from my PCs. The only so-called help I have received from the second-level support, is a call from a young woman who had absolutely no clue of what was going on. She just  kept telling me to look for a folder on my iPhone, which obviously has no relevance. Because iPhone architecture does not have folders that one can access. so far *** support for this problem has been pathetic.

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Allan

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2.3K Messages

@ Tenorman

Sorry for the late response. Folders on the IOS format look just like apps except that when you select them they open to show multiple apps/files. An example of this is the accessories app button that opens up to show multiple apps like the calculator. 

Knowing that this post is late, did you find a resolution to the issue or are you still experiencing this problem? 

Allan - Cox Support Forums Moderator

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