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JustaJoe's avatar
JustaJoe
New Contributor

Contour no longer working on my PC

In the past, (last year), I was able to enjoy watching TV on my desktop computer, (Win 7 Pro SP1, 32-bit, Intel Core) in Firefox (52.0.2 (32-bit)).

Presently, I am unable to successfully connect with Contour.  I get the following error message:

Sorry, we're having some trouble

Contour is not available at the moment. Please try back soon.

(Error xacsa.xact.DrmRequest.exists: Exception calling flash method (DrmRequest) (Error: Error calling method on NPObject!))

Please advise.

Many thanks!

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  • StephanieA's avatar
    StephanieA
    Former Moderator
    Are you able to log into your account on our website? Have you tried any other devices or browsers?

  • JustaJoe's avatar
    JustaJoe
    New Contributor

    Yes, and yes.

    I am able to log into the cox website from my (PC) browser and see and use all features, (bill pay; Cox mail; device mgt; etc.).

    I am also able to use the Contour app on my ipad to watch TV.

  • StephanieA's avatar
    StephanieA
    Former Moderator
    Do you have another browser on your PC you can try? If so, please let us know if you get the same message.

  • JustaJoe's avatar
    JustaJoe
    New Contributor

    I do not like to use Microsoft Internet Explorer (11.0.9600.18617), however when I test it, I received the following error message:

    Flash compatibility issue

    Contour requires a more recent version of Flash (15.0.0.152+).

    Please update to the latest version of Flash and ensure your browser is Flash compatible.

    When I examine FireFox I see that the version of Flash is current,

    25.0.0.127

    Adobe Flash protected mode enabled

    Always Activate

  • StephanieA's avatar
    StephanieA
    Former Moderator
    Requirements for PC viewing is as followed:
    Windows 7 or greater
    Windows 8 in desktop mode
    Windows 10 in desktop mode
    3GHz Intel Pentium 4
    AMD Athlon 3400 or faster processor
    128 MB of RAM
    64 MB of graphics memory
    Adobe Flash Player 15.0.0.152 or greater
    JavaScript enabled
    Cookies enabled

    Please confirm all requirements.

    Also, please reset your Digital Rights Management (DRM) state. To do this, go to the Flash Player Help page and click the Reset License Files button.

  • JustaJoe's avatar
    JustaJoe
    New Contributor

    YES Windows 7 or greater
    n/a  Windows 8 in desktop mode
    n/a  Windows 10 in desktop mode
    YES 3GHz Intel Pentium 4
    n/a  AMD Athlon 3400 or faster processor
    YES 128 MB of RAM
    YES  64 MB of graphics memory
    YES  Adobe Flash Player 15.0.0.152 or greater
    YES  JavaScript enabled
    YES  Cookies enabled

    DONE reset Flash DRM


  • StephanieA's avatar
    StephanieA
    Former Moderator
    Do you have another computer you can try? If not, I can try and see what happens. Please email me at cox.help@cox.com with the account details and a link to this thread.

  • JustaJoe's avatar
    JustaJoe
    New Contributor

    I have a MacBook Pro, and a Windows 7 Laptop, both running Firefox, and Contour works fine; so, I know there is no issue with my network (service, router, etc.).

    Email sent.

  • StephanieA's avatar
    StephanieA
    Former Moderator
    JustaJoe,

    I have your email. Thank you for verifying. Since this is working on other devices, it does support the theory that something on your PC is blocking the DRM flash authentication from completing. If you haven't installed any new software, you might want to look at the recent updates for your current programs. We won't be able to offer support for this issue but we will leave the thread open for other's in the community to help.

  • drosenkotter's avatar
    drosenkotter
    New Contributor

    Any idea as to why Contour app on the PC keep freezing after couple mins of viewing. System locks up entirely and has to be rebooted. Sometimes it Dr watsons to the BLUE SCREEN OF Death.... Using Windows 7 of Dual Quad Core 3.77 with 4 gigs of Ram. Am usint the stock intel HD GPX card.  Plays HD 1080I mp4 just fine. Ideas What gives!