I am having an issue with the time of updates. I was told that updates are scheduled to happen around 2 am. But over the past two weeks the updates are happening as early as 7 pm.
I contacted tech support and was told that there was nothing they could do. As an apology for the hassle they gave me a credit for each day the updates occurred early in the evening.
So...my question is...has anyone else experienced the same issue? And if it was resolved, how?
Have you tried to change the scheduled time for the Daily Update / Reboot?
Managing Contour Settings Preferences
| Adjusting the Daily Update / Reboot window Note: When one receiver is changed, it affects all the receivers. |
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The daily update time on the screen indicates 2 - 4 am. That's the issue. The updates are occurring earlier than that. I thought it might be because when I turn the TV off with the remote (TV only), the contour box indicator light goes off and it may shut down the box. But I was told by tech support that when I use the TV only power button the box goes into sleep mode. So....not sure where to go from here. Any other ideas?
Hi Paul, I'm sorry that the updates are interfering with your normal viewing routine. I'd like to take a moment to try to differentiate between the box's daily scheduled reset versus the box resetting for another reason. Immediately before the box performs its scheduled update, a message appears on screen stating that it's time for your scheduled update. You have the option to skip the update or proceed. Are you seeing this on-screen message prior to the box resets that are occurring? I suggest following the steps that Curt provided and change the time the box is supposed to update to 4-6 AM or any other timeslot that doesn't interfere with your normal watching routine. Then, let us know if you get the update on-screen message outside of the scheduled window, or if the box is simply resetting itself without warning at times outside of the scheduled window. We'll help you get to the bottom of this!
It's 9:45 pm and the system just started a household update even though I have it set for 4 am. And there was no advanced notice. I got the notification when I tried rebooting the TV box. So what now? Luckily I also have an antenna so I can still watch tv.
Hi pauldtaylor73. I apologize for the household update. It should be finished shortly. This is different from the normal nightly update that occurs. If we can ever be of assistance, please reach out to us on Twitter at CoxHelp via DM, visit us on Facebook via private message, or email us at cox.help@cox.com. Provide us the name on the account with the complete service address with a link to this thread so we can get started. Thanks, Lisa, Cox Support Forums Moderator
Hi. Lisa. I was having more issues with the contour box. I did a hard reboot of my modem and contour box to see if it would work. After waiting almost 30 minutes for the reboot to complete I called tech support. We worked through the issues and got me back on line.
I asked the tech if the household update or the other update was responsible. She messaged her IT associates and was told that the only updates that ever occur are the household updates and only at the time specified in the program. And only after a notification.
I mentioned that you told me different and now I am not sure about who to believe. This should be a simple issue to resolve but getting conflicting info just confuses me.
Do updates always occur when you reboot the box? If yes, that would indicate it's part of the boot process. If not, was this the first time you've rebooted since you updated the Daily Updates schedule? The update could have already been pending. Documentation says you can't cancel an update, only change the time (for the future). The true test will be when updates occur going forward. If they continue to occur at times other than when scheduled, it would be an indication there's still an issue,
Curt, Lisa stated that the household update is different than the nightly update. See her note above.Not sure why the household update is so frequent. It has occurred almost daily for the last week. Hopefully, it won't continue without notice.
