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Kevin_S_'s avatar
Kevin_S_
New Contributor III
Solved

APPLE TV APP NOT WORKING ON CONTOUR BOX .

Hello,

Ran out of ideas so figured I’d give this forum a try. Last night I tried to use the contour voice activation remote control to pull up Apple TV app  on my tv. The apple logo appeared like normal and then just went to a black screen and that’s all it’s been doing since.  I’ve tried numerous attempts to solve this issue . Unplugging cord from box , unplugging tv power cord , getting cox to send a signal to box , getting 2 new contour boxes and 2 new remote controls , called apple customer support, called Samsung customer support, checked for updates with app and tv, deleted app and reinstalled and the last step was speaking to a cox tier 2 specialist. She mentioned to me that she was creating a ticket and it could be something on their backend . The funny part about all this is that the Apple TV app works using another contour voice activation remote  control  on my tv downstairs . Do not understand it at all .

Any thoughts or ideas would be appreciated.

thank you 

  • ChrisJ2's avatar
    ChrisJ2
    Hi, Anteloper. Here are some steps to try for your Apple+ issue on your Contour receiver:
    -Click on the Contour button on the remote.
    -Select the setting icon on the far right lower bottom of the screen to go into the settings
    -Arrow down to highlight and select privacy.
    -Arrow down and select Locally stored data
    -A box will appear on the tv screen asking if you want to clear local storage. Click "OK"
    Let us know if that helps. - Chrisj - Forums Moderator

47 Replies

  • Bruce's avatar
    Bruce
    Honored Contributor III

    Contour is just glitchy with apps.  My advice would be to purchase a streamer for your apps.  Anyone know of voice-activated streamers?

    • Kevin_S_'s avatar
      Kevin_S_
      New Contributor III

      bruce but how come it works on one box and not the other if it’s same box ? So strange 

      • Bruce's avatar
        Bruce
        Honored Contributor III

        Do you have more than 6 streams?  Clear the history on the problem box.

    • WiderMouthOpen's avatar
      WiderMouthOpen
      Honored Contributor III

      I suggest Google TV or Fire TV. I prefer Google TV because of the USB C connection for adapters like ethernet and web cams. You can get the HD(not 4K) version for 30$.

    • Kevin_S_'s avatar
      Kevin_S_
      New Contributor III

      Hello bruce I’m not interested in purchasing a streamer but thank you 

      • Kevin_S_'s avatar
        Kevin_S_
        New Contributor III

        bruce widermouthopen darkatt  just wanted to give you all an update . I called cox and they said that Apple TV + is a nationwide issue and started at 9pm last night and they are working on it . They said its a coding issue they are having .  Thank you all for your assistance. 

  • Darkatt's avatar
    Darkatt
    Valued Contributor III

    The voice controls are for the cable box only. It's not going to be able to properly control apps on a tv set. 

    • Bruce's avatar
      Bruce
      Honored Contributor III
      The funny part about all this is that the Apple TV app works using another contour voice activation remote  control  on my tv downstairs .

      You have to read the entire post.

      According to the link "See more voice commands" on the following page, voice responds to "Netflix" and "YouTube."  It also reads like OP has successfully launched AppleTV in the past and Contour initiates the command.

      www.cox.com/.../remote.html

      • Kevin_S_'s avatar
        Kevin_S_
        New Contributor III

        @bruce thanks but I clicked the link and I see the “more commands “ option but not sure what you mean by  “on the following page, voice responds to "Netflix" and "YouTube."  It also reads like OP has successfully launched AppleTV in the past and Contour initiates the command” ? What does OP stand for ? 

    • Kevin_S_'s avatar
      Kevin_S_
      New Contributor III

      Hello @darkatt the remote control does not work when speaking or hitting button to get to Apple TV + . All other apps work when speaking or hitting button . 

      • Darkatt's avatar
        Darkatt
        Valued Contributor III

        And it's on a DIFFERENT TV than the OTHER voice controller, right? Like I said earlier, the voice controller is designed primarily to control the cable BOX, and is not going ot PROPERLY control apps on the TV. That's not to say it won't work, but it may not work on ALL tv's and all apps. 

        You said the apple app starts up then the TV goes blank. That could be a problem with the Apple tv app itself on the tv. 

        Additionally, Netflix and Youtube are apps that are on the CONTOUR box. 

  • MessyMom5's avatar
    MessyMom5
    New Contributor

    I am having this same issue right now. Is the box it worked on your main cox contour box and then it didn’t work on the other one which is the smaller receiver type box? Can’t seem to get it to work at all on my receiver boxes. 

    • TiffanyR's avatar
      TiffanyR
      Moderator
      Hello MessyMom5,

      I am sorry to hear that you are having trouble getting the AppleTV app to work on the cable boxes. What happens when you press the Contour button on the Cox remote, go to Apps, and select Apple TV? Do you get a black screen or an error message?

      Tiffany R.
      Cox Support Forum Moderator
      • davidra's avatar
        davidra
        New Contributor

        Cox has had this problem for a very long time now. After changing two of my boxes to the newest Contour box, and having a tech visit, I have exactly the same problem. Why doesn't Cox just explain exactly what is going on? We're paying for Apple+; it would be nice if we could actually watch it. 

  • fierygirl's avatar
    fierygirl
    New Contributor

    Same thing happening to me right now.  Just a black screen after the apple logo.  Similar issue with the Discovery app as well

    • Allan's avatar
      Allan
      Moderator
      @Fiergirl, I recommend sending us an email with your full name, address, and a brief description of this issue to cox.help@cox.com. -Allan, Cox Support Forums Moderator.
  • kjcomco's avatar
    kjcomco
    New Contributor

    I've had the dreaded Black Screen of Death with the Apple TV+ app on my Contour box for a month or more now.  I've been through about 4 hours of tech support chats, had a new box sent, reset and refreshed I don't know how many times.  All Level 1 support seems to do is try to sell me a $100 technician to reinstall services with no option to not pay it.  I've been with Cox for over 20 years and currently pay better than $300/month.  I wonder what the Loyalty Department will think once I get off of hold.

    If anyone has a solution - I'm looking at YOU Cox - please present it!

    • ChrisJ2's avatar
      ChrisJ2
      Moderator
      Oh no, Kjcomco. I'm really sorry about the app issue you're having. Please email us the physical address and any other pertinent information to Cox.Help@cox.com with your name and a copy of this forum message. I'm happy to look into this for you. -Chrisj - Forums Moderator
      • Anteloper's avatar
        Anteloper
        New Contributor

        Same thing happening to us. Apple TV+ app will not launch on one contour box. The Apple logo shows up then it goes to a black screen that never changes.  However, in another room with our main contour box, the app will launch properly.   Cann this be fixed?