Contour 2 resolution and audio settings

I read your same problem on a Comcast X1 Forum (1080p setting keeps reverting to 780 [sic] when box is turned back on).  In case you didn't know, the Comcast X1 DVR is the same platform as the Cox Contour.

11/11/2015  "Pleased with its customer and employee trials of Comcast's IP-capable X1 platform, Cox Communications said it has signed a national licensing deal for X1 and has sparked a commercial rollout of a new version of Cox's multiscreen Contour..."

It's safe to assume what happens on X1 will eventually happen on Contour.

All the symptoms were as yours:  resetting to 720p, resetting to Stereo, daisy-chained AV components and, most importantly, no answers.  The only thing the Comcast subscribers could do was manually correct their settings each morning.

Disabling HDMI-CEC only provided a temporary fix because the problem reoccurred within a few days.  One of their moderators, ComcastChad, eventually noted, "We are aware of this issue, unfortunately this is fix is taking a lot longer than anyone anticipated.  It's been communicated to our support teams."

It appears to have been corrected with a firmware update.  However, the Comcast thread is 2 years old so it begs two questions.  Where is the update from Cox?  Where are the other complaints from Cox subscribers?

Perhaps Cox already pushed the update, but you didn't receive it.  Why did a technician install a new line to your house?  Perhaps your box is trying to update every night...hence its rebooting...but the update won't take.  I wonder if Cox can verify if your Contour has the latest firmware.

Perhaps this problem is more common on Cox.  I have Rovi so I can't experiment.  However, I think most people can't tell the difference between 720p and 1080i, so they're just unaware of it.  Meh, high-def is high-def.

My advice is to leave everything connected as is.  Contact Cox to either verify the version of your firmware...walk you through verifying your version...or reboot to see if the version splashes on your screen.  If you have the latest firmware, then this is isolated to your setup.  You could then exchange the box as you suggested.  If the problem reoccurs with a new box, you could then disable Anynet+...or just disable it if you don't want it...select 1080i and singly disconnect cables every night.

As far as the optical connection, I was just a stabbing in the dark.  If you have an optical connection, perhaps Contour disables audio over HDMI.  I don't know.  You could test by leaving optical connected, enabling your TV speakers and listening for two sets of audio.

Keep updating us because others may soon realize this problem.

Bruce

The Comcast thread is the one I was referring to and to be honest, I didn't realize it was 2 years old. I did notice that the Contour 2 box is made by Cisco.

I guess one could argue the difference in quality between 720p and 1080p (when receiving a signal in that format). For the size of our TV (46) and the size of the room (fairly small) there is a noticeable difference. I admit, it could be subjective when discussing in a forum. 

We previously had Cox service that was turned off almost 10 year ago and the line has been sitting dormant since. The installation tech that installed our gear a few weeks ago was great and accomplished a line quality test that showed some degradation, possibly due to moisture. A line tech came out after Christmas and ran a new line from the nearest junction box to the house, since conduit was already there, it was a quick and easy replacement.  

I have turned Anynet+ off on the TV. This had no effect on the preferences changing overnight. 

I did disconnect the optical and HDMI cables going to the Contour box coming from the TV and audio before going to bed last night. This morning I plugged them back in and my audio and resolutions settings still reverted overnight. That seems to tell me the TV and audio receiver are not the culprits. 

I can turn all three devices (Contour/TV/Audio) off and on multiple times during the day/evening and the preferences remain as I selected. 

I did take note of the following info from our Contour box:

Release Version - xappl-XRE.81P5

XRE Server Version - 1.81.05 11/28/2017

XRE Protocol Version - 2.8.0

Receiver - Native Version: 2.14.0

STB Version - CS011AN_2.14p3s1_PROD_sey

Not sure if one of those is referring to a firmware version or not. I did quick search online but was unsuccessful in trying to see what the latest versions of software/firmware are for Cox Contour 2. Guess I will be making a call as you suggest to ensure I'm running the latest version(s).

I am having the same issue > I called Cox Cable in Las Vegas and they agreed to send a technician tomorrow to trouble shoot the issue.By the way, I recently switched from Directv and really regret the decision the switch 

If your Contour also resets overnight, what could a tech do?  Bjensen can turn the box off and on all day long and it won't lose its settings.  A tech can't troubleshoot that because he wouldn't be able to duplicate and verify.

If Cox will charge you for a tech, they're scamming you.

ALC583

Overall, I'm please with the new contour setup after being a FIOS customer for the last 9 years. I like the guide interface as well as the voice command capability. I'm pretty sure a fix is available for this problem. 

Bruce

I did try Cox support chat to ask about software/firmware version. That particular person was not able to provide that info so off to my local Cox retailer I went. 

I noticed that the Contour boxes on display in the store differed from the one that was installed by a third party installer a few weeks ago. My original box was made by Cisco and the ones being handed out by the store are made by Arris. 

I spoke with the same person who originally setup my account, Ben is great to work with and acknowledged that some earlier version of the Contour 2 boxes had a couple of issues such as what I'm experiencing. He also noted that the remote differed in functionality, something about IR versus RF but I'm not sure. 

Long story short, Ben hooked my up with a new Arris Contour box, I went through the easy setup and connection (I like the DVR sync feature) and this morning all is good; my preferences remained intact. Thanks to all that helped and I hope this experience helps others. 

That's the only benefit to rent a box:  you can always swap it.

Conclusion?  It's a known problem with Cox just not a recognized problem with Cox.  They know Contour 2 on Cisco has a bug and assume most subscribers won't realize it.  I guess it would be bad marketing to admit it in their forum.

I wonder why it's isolated...so far...to Cisco?  Hardware, support agreement, incompatibility?  Meh, it now works for you.  I hope your thread helps others.

IR vs RF?  Inferred (IR) is a light beam you need to point at your TV.  Radio Frequency (RF) is a radio wave, so you don’t need to point it at your TV.  RF is a much better transmitter.

Cox cable technician replaced my refurbished Cisco box with a new box. Problem solved

Yes, I have the exact same problem. I just had a Contour 2 Box installed on 1/1/18 and it is hooked up to my Onkyo 4K Receiver which feeds a 4K Sony TV. Every morning it reverts back to STEREO for Sound and 720P on Resolution. I called Cox and told them about this forum and to check for firmware updates. They said all looks fine. I have Cox coming out in the morning to replace the box. I will let you know if this helps like it seems to with others. I did check the TV for Bravia Sync and it is off

I love Onkyo!  I still have my Onkyo Monitor 2001 speakers from 1991.

Contour overriding your preferences is an issue with the box.  When Cox purchased the license to use the Comcast X1 program, they just installed it on older boxes.  It'll work...just not very well.  Some people may notice the glitch and some may not.

Cox cable technician replaced my refurbished Cisco box with a new box. Problem solved

Well, Had Carlos Cox Technician out and he said YES, there is a problem with the CISCO 9865 Countour 2 boxes firmware that is causing this problem. The CISCO boxes are refurbished Contour 1 boxes where the Arris Box is brand new. Problem is for me that are having a hard time finding the Arris box. They will have to order one. He is going to get back with me early next week. Just so people know and confirm other posts on this site, if you have this problem where video each night is going back to 720P and audio back to Stereo is is NOT your system. It is the CISCO 9865 box. Also, Carlos did confirm that Cox between 2-4Am each night sends signals to the Box. This is probably what is triggering the software glitch.

ALC583-when your a got a new box did they give you another CISCO 9865 box or an Arris???

Arriss