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Loaded4th's avatar
Loaded4th
New Contributor

Cannot Access Internet Tools Page

When I login into:

https://www.cox.com/myprofile/home.cox

I cannot view "Users and Email Accounts" in Google Chrome, yet I can in Firefox. IE is not an option as I use Linux.

The error message states:

We're sorry, an unexpected error has occurred with this application. Please try again. If you need help, contact Customer Support or Live Chat for assistance.

The chat line was of zero help, they mentioned it was temporarily down!!!


 

access
chrome
Internet tools

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  • EdwardH's avatar
    EdwardH
    Valued Contributor
    We have been going through updates with parts of the Cox site, but there should not be any current updates on the User Accounts page. It may be a problem with the Flash plugins used on our site however. Do you run into any other links on the account that give the same message?

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  • Loaded4th's avatar
    Loaded4th
    New Contributor

    I have not encountered any other issues on the User Account Page other than the Cox Security Suite service and Home Network Security Check because I'm using Xubuntu as my OS.

  • DerrickW's avatar
    DerrickW
    Valued Contributor
    It would have to be specific to the browser if it works in Firefox. Have you tested any other browsers or using a different OS?
  • evilgordita's avatar
    evilgordita
    New Contributor

    I wanted to add that I am also experiencing the same issue with this page. I've tested on Firefox 53.0 64bit and Chrome 58, both on Windows 8.1 and neither work.

    I've also tested in Internet Explorer 11 (Win8.1) and it does work there. Mostly. I've been able to add email address but I seem to not be able to modify information for existing addresses (nothing happens when clicking Save).

    I opened the developer console in FF and Chrome to see if anything stood out to me and the only thing noteworthy is a couple of Cross-Origin Request errors for idm.cox.com/SmMakeCookie.ccc and in Firefox it actually broke into the debugger breaking on an exception from IndexDBWrapper.

  • EdwardH's avatar
    EdwardH
    Valued Contributor
    @evilgordita We are not able to duplicate the issue here with different accounts but we can look into it further. Are you able to confirm the version of flash running in FireFox and Chrome on that pc?

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  • evilgordita's avatar
    evilgordita
    New Contributor

    @EdwardH I can confirm that I have Flash version 25.0.0.148 installed, which is the latest according to the Adobe site. I also played with setting Firefox to Always Active Flash as opposed to Ask to Active, which didn't seem to effect anything.

    I did have a breakthrough however! In both Firefox and Chrome I have the browsers set to block third party cookies. I disabled the setting in both browsers and the page immediately worked. So in the end it was an issue with cookies being blocked. I would prefer not to have the setting disabled globally however so I'd appreciate it if you could advise which hostnames I should white-list if at all possible. Edit: I managed to narrow it down to idm.east.cox.net.

  • TonyofAZ's avatar
    TonyofAZ
    New Contributor

    I'm using Windows 10 and the Edge browser (flash is combined  with windows 10/Edge ) and turned off/on in the Edge settings page. I've turned the "Use Adobe Flash Player" button setting on and off.

    When I select the Internet speed check and then select the Check Speed dialog box nothing happens.

    I think there is some problem with flash on the Cox screens.

    Check my 2 cents.

    Tony Olson

  • ChrisL's avatar
    ChrisL
    Former Moderator
    @TonyofAZ

    Do you have another browser you can try testing with?

  • TonyofAZ's avatar
    TonyofAZ
    New Contributor

    ChrisL ...

    I'm able to do the Internet Speed Check with Chrome (and Internet Explorer). So the Edge browser seems to be at fault.

    Tony

  • ChrisL's avatar
    ChrisL
    Former Moderator
    @TonyofAZ

    If it works in a different browser I suspect the site is OK. Chrome uses it's own built-in Flash module, for that reason I suspect the Flash installation on the PC may not be quite right. It may be helpful to visit Adobe's Flash installation webpage while using Edge to troubleshoot the installation further.