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Fishn_Dad

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Contour 2 "Prime Video" App, "Internet Connection Failure"

All the Apps on the Contour 2 except the newly available "Prime Video" App are working just fine.  The "Prime Video" App returns an "Internet Connect Failure" dialog box, intermittently.  Since the Contour 2  is not directly connected to the internet, there doesn't seem to be any way to diagnose the issue.  I have restarted every piece of hardware in the home network and re-registered the Contour 2, with no resolution.  Interestingly, not all selections on this App fail with this error some will play normally.  I have an Amazon Prime subscription and the "Prime Video" App works fine on all the other devices on which it's installed.

Is anyone else having this problem?

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MaryF

Former Moderator

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471 Messages

Hello FishNDad,

There is a known issue with some Contour 2 customers receiving an error message when attempting to play a video using the Amazon Prime Video app. Our video team is working to resolve this issue. I apologize for any inconvenience this is causing and thank you for your patience.

Mary
Cox Support Forums Moderator

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PaulC

New Contributor

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1 Message

Are there any updates on the status of this issue?

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BrianA

New Contributor

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1 Message

I just found the Prime app and I'm also having Internet Connection Failure. I tried rebooting the Modem the Contour Box and de-register the Contour so as to re-register it again. I went to Amazon and can watch videos on my tablet so the issue is with the Contour

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JonathanJ

Former Moderator

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1.9K Messages

@BrianA

I apologize for any inconvenience this has caused. Technicians are still working towards a resolution no ETR thanks for your patience.

Jonathan J
Cox Moderator

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coxuser14

New Contributor II

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3 Messages

Yes, I'm having the exact same issue, any updates or has Cox fixed this yet?

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MariaL

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Moderator

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779 Messages

Hi Coxuser14,

I apologize that we do not have any updates to provide currently. We are working to resolve this issue.

Maria L.
Cox Support Forum Moderator

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coxuser14

New Contributor II

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3 Messages

Has this issue been fixed yet?

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KevinM2

Former Moderator

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1.5K Messages

Hello, the issue was reported to have been resolved on 05/23/19. If you are still having issues, please unplug the power supply from the receiver, wait ten seconds and plug it back in. -Kevin M. Cox Support Forum Moderator

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coxuser14

New Contributor II

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3 Messages

Just checked, yes it's working now, thanks.

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DeborahS

New Contributor

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1 Message

Yes. Same scenario and attempted remedies as described by OP

Also, for the 3 selections I've been able to view, the closed captioning (subtitles) menu fails

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Beoc

New Contributor

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4 Messages

I am having the exact same issue and when I call Cox, no one acts like they know anything about this.   How do we get an update on what is going on with this Prime Video app?

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MariaL

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779 Messages

Hi Beoc,

The issue with Amazon Prime Video has been resolved. Are you getting the “Internet connection error, not able to connect to Prime Video” error message or are you getting a different error message? Please share the error message, if different.

Maria L.
Cox Support Forum Moderator

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Beoc

New Contributor

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4 Messages

I  rebooted the main client box and tried again to watch a prime video selection (June 5th) ..  still getting the Internet connection error message and nothing will play.   What should I be doing?

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Beoc

New Contributor

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4 Messages

Just to give you complete information, the error message I am getting says:  'Internet connection error.  We are unable to process your request.   Please try again later ..."

Please advise as to what I should do to try to establish the proper connection.   Thank you.

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StephanieS

Moderator

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752 Messages

Beoc

Are you having any issues connecting to any other applications? You may want to try deleting the app and re-adding it.

StephanieS

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Beoc

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4 Messages

Thanks for that suggestion Stephanie... but how do you delete the app?   It is a Cox app on my contour system not an app on my phone and I guess I don't' know how to delte it.   Can you give me more info on how to do that?

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