Forum Discussion

tomb993's avatar
tomb993
New Contributor
7 years ago

Contour 2 box doesn't respond and sometimes give error "having trouble connecting to your receiver."

This has been happening a lot lately.  I press a button on the remote, I see the green remote light on the box, but the box doesn't do anything.  Sometimes it just takes a while, sometimes it never r...
Becky's avatar
Becky
Moderator
7 years ago
Hi Tomb993, I believe you can access the diagnostics menu by pressing and holding the Exit button on the remote until you see the word “live” on the screen. Press the down arrow two times, and then press the # 2 key. -Becky, Cox Support Forums Moderator
tomb993's avatar
tomb993
New Contributor
7 years ago

Thanks Becky, I got that diagnostic menu to come up, not sure if I found signal strength or not.

But I have a different question.  I get the delays and the error message when I press play or pause or fast forward on a program I've recorded on my DVR.  To me, that seems to be local to my house.  I'm not sure why signal strength would play a role here at all.  Do you have an answer to that?

Thanks,

Tom

  • Becky's avatar
    Becky
    Moderator
    7 years ago
    Hi Tomb993, the DVR is reporting a high number of T3 errors, which is why I initially leaned in the direction of a signal issue. It's possible that there is an issue with your remote control. The most helpful information for further troubleshooting would be the exact error code number displayed. -Becky, Cox Support Forums Moderator
    • tomb993's avatar
      tomb993
      New Contributor
      7 years ago

      Thanks Becky.  I will make every effort to capture that error message, but it disappears so quickly I can't take a picture of it.

      What's a T3 error?  We have a modem on the line as well.  Once and a while it seems like the internet connection drops, but it comes back so I'm not sure it's dropped or the site I'm connected to is just slow.

      • Becky's avatar
        Becky
        Moderator
        7 years ago
        Hi Tomb993, the DVR communicates to the Cox network in the same way your internet modem communicates. A T3 error is a time-out error, indicating a problem occurred during the signal transmit process. T3s often occur as a result of signal noise. -Becky, Cox Support Forums Moderator