Forum Discussion

erp_jdr14's avatar
erp_jdr14
New Contributor II
3 months ago
Solved

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. ...
  • erp_jdr14's avatar
    erp_jdr14
    3 months ago

    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

erp_jdr14's avatar
erp_jdr14
New Contributor II
3 months ago

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

WiderMouthOpen's avatar
WiderMouthOpen
Esteemed Contributor II
3 months ago

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.

  • erp_jdr14's avatar
    erp_jdr14
    New Contributor II
    3 months ago

    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

    • WiderMouthOpen's avatar
      WiderMouthOpen
      Esteemed Contributor II
      3 months ago

      Many of the people you talk to when you call up are outsourced. Did they have a heavy accent? That is why I suggested asking for CAG or Tier 2. They shouldn't be. Pretty sure almost ALL of chat is outsourced. That is why I suggested using one of the contact methods found in the sticky. That goes to the Social Media Team(different from CAG and Chat) which moderate these forums. They are more technical then most of of the people who work in chat/Tier 1. However there are exceptions. I think Becky is their supervisor but that is just speculation based on the quality of her posts and technical knowledge. Good luck. Please post if you find out anything useful.

      • erp_jdr14's avatar
        erp_jdr14
        New Contributor II
        3 months ago

        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

    • AllisonL's avatar
      AllisonL
      Moderator
      3 months ago

      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. 

      • erp_jdr14's avatar
        erp_jdr14
        New Contributor II
        3 months ago

        Thanks...I figured it out. My solution is in the chat thread to "WideMouthOpen" above.