Forum Discussion

letti001's avatar
letti001
New Contributor III
6 years ago

Cox Contour on Browser has no sound for home but does for TV Go

Greetings,

I have Cox cable at home and the TV works well with my TiVo device and cable card. For my study, I jus tuse the web browser.

However there is no sound for some channels. TNT, Paramount, WGN for example have video but no sound. I have cleared the cache and reset the browsers and rebooted....al the tech stuff. Still no sound. Funny though, that when I access TV Go on the same network (as if I were not home) the sound and video are just fine.

I contacted Cox and they had me go through all the troubleshooting as if it were my system but nothing. They then said that they will submit a ticket. Well that ticket is in the proverbial black box of purgatory.. No more from Cox.

When I use my Contour App on my phone the video is choppy or stuck and no sound. for the same channels. There is something clearly wrong with the signal being sent for certain channels.

Anybody else have the same issues?

Thank you.

Sal

  • CurtB's avatar
    CurtB
    Honored Contributor
    6 years ago

    letti001, I just tested TNT, Paramount and WGN on the Contour website using Chrome on a Desktop PC and the sound was fine.

    • letti001's avatar
      letti001
      New Contributor III
      6 years ago

      Thank you for checking. It is really odd. It used to work for me though. Just not now.

  • KevinM2's avatar
    KevinM2
    Former Moderator
    6 years ago
    @letti001 Hello, can you please email us at cox.help@cox.com? I'd like to take a look at the escalation in place, and see what the status of it is. Have you tried using multiple web browsers, such as Internet Explorer, Google Chrome or Firefox? I would also recommend uninstalling it on your phone and reinstalling it to see if that resolves the issue. -Kevin M. Cox Support Forum Moderator
    • letti001's avatar
      letti001
      New Contributor III
      6 years ago

      I have used Firefox, IE, Chrome and Edge. 

      If I send an email, can I just place a link to this forum so I do not need to explain it all over again?

    • letti001's avatar
      letti001
      New Contributor III
      6 years ago

      I will uninstall and reinstall as you suggest.

  • chazzx's avatar
    chazzx
    New Contributor
    6 years ago

    I can't even get the watchtv.cox.com website to load, no matter what browser or PC I use.

    • KevinM2's avatar
      KevinM2
      Former Moderator
      6 years ago
      Hi Chazzx, do you receive an error message when attempting to access Contour through the website? Are you able to access Contour using the Contour App? Would you be able to email us at cox.help@cox.com, so we may attempt to replicate this issue using your login credentials? -Kevin M. Cox Support Forum Moderator
    • ekhawaii's avatar
      ekhawaii
      Contributor
      6 years ago

      Hey chazzx, never knew about this Online COX TV website.  I tried it from my W10 Firefox and it worked for viewing and for sound on various channels, including my STARZ.  Did not try specific TNT, WGN....However, when I exited the tab, I could not log back on.  Not sure if browser needs reloading.  I checked my ID/pass a couple of times.  This site could be useful for phone apps and computer, where TV is not available...

      Whitelabel Error Page

      This application has no explicit mapping for /error, so you are seeing this as a fallback.

      Sun Jul 14 17:03:13 UTC 2019
      There was an unexpected error (type=Unauthorized, status=401).
      Unauthorized

      letti001.....maybe the sound icon on the bottom rt of the COX TV window is set to mute or the slidebar is  low or you have mute on the computers audio.  I had the TV window sound on mute originally.

    • ekhawaii's avatar
      ekhawaii
      Contributor
      6 years ago

      I tried restarting Firefox, and finally restarted my computer....no luck, cannot re-logon to watchtv.  ID/pass, who knows...must be on COX side...at least my TV works.  Frustrating for you Apps/online guys with no sound or connections

      • ekhawaii's avatar
        ekhawaii
        Contributor
        6 years ago

        KevinM2....I'm using Firefox, and do have problems with the login.  Cleared the cache, history here.  It sometimes works and other times fails.  I've used Chrome and Edge.  I'm able to login/off and re-login to these, so far.  With FF, I can't seem to pinpoint the problem...after enter of id/pass, the screen re-displays and I need to re-enter id/pass then I get a message.  I've been trying to play with different login paths to the watchTV for Cox... I see an Adobe Flash msg on the Chrome/Edge, but I believe that is after my ID verify.  With FF, I get the Whitelabel error from above.  I've also looked to see if there are any bloc of the idm.east.cox.net

        Now about the original poster's, not getting sound on the TNT 18/1018 channel.  I get NO sound using all 3 browsers....there may be others, but TNT is a no sound for me.

  • ekhawaii's avatar
    ekhawaii
    Contributor
    6 years ago

    OK, I've been emailing with cox.help and testing various item.  TNT/18, Freedom/19, Paramount/52 and WGN/68.  On different sites, depending if there is a 2nd language available, I had luck getting both sound and motion.  At the screen bottom right there is a Language Setting icon that has 3 buttons that can be slid on/off.  the 2nd is Secondary Audio (SAP).  Try turning on and off.  Depending if there is a Spanish broadcast or only English, this was enough for me to get sound and motion.  It does not always work, depending on the actual broadcast.  If the station is stuck, try the SAP on.

    Also, if the Secondary is not there, try turning on the Video Description.  Worth a try till Cox makes a permanent fix.

    • letti001's avatar
      letti001
      New Contributor III
      6 years ago

      Looks like I fixed my problem myself. I tried Cox help but was told to reset the cache and all sorts of stuff I had already done. It seems, for some reason, that Video Description was off. When I clicked it on, then sound! I just looked at it again and was going to take a screen shot to show and then it was off again. No sound. I clicked it on and then sound again. In the right lower hand corner there is a text bubble that is for Language Settings. This has something called Video Description.

      • CrystalS's avatar
        CrystalS
        Former Moderator
        6 years ago
        Hi Letti001, our video engineers are investigating this issue. What channels are impacted?

        Crystal
        Cox Support Forum Moderator 
    • CurtB's avatar
      CurtB
      Honored Contributor
      6 years ago
      At the screen bottom right there is a Language Setting icon that has 3 buttons that can be slid on/off.  the 2nd is Secondary Audio (SAP).

      You can also toggle SAP by pressing "S" on the keyboard.

      ? - Display keyboard controls

      C - Toggle closed captions

      M - Mute audio

      S -  Toggle SAP

      V - Toggle video description

      • ekhawaii's avatar
        ekhawaii
        Contributor
        6 years ago

        CurtB...Wow, look at this info, Awesome with all your great thoughts and insight.  You sure are into many of these hidden gems along with your technical contribution.  The ?, which opens the Keyboard Shortcuts could be invaluable to the Cell Apps guys....eliminates picking something on the screen.

        Still no resolution to the Sound issue for watchtv or Apps from Cox.  Hope users with issues can find some hope to this dilemma.

  • ucjuicy's avatar
    ucjuicy
    New Contributor
    6 years ago

    It's on their end but until one of their techs tries watching TNT on their phone you will get nothing but run-around.

    On both my mobile apps and desktop browsers i will get no sound on specific channels. And it started a month or less ago. And i have not updated my mobile Contour app in that time.

    However, i did get the audio back half the time when visiting the SAP settings and choosing either espanol or video description, whichever happens to be available.

  • ucjuicy's avatar
    ucjuicy
    New Contributor
    6 years ago

    It's on their end but until one of their techs tries watching TNT on their phone you will get nothing but run-around.

    On both my mobile apps and desktop browsers i will get no sound on specific channels. And it started a month or less ago. And i have not updated my mobile Contour app in that time.

    However, i did get the audio back half the time when visiting the SAP settings and choosing either espanol or video description, whichever happens to be available.

    • CrystalS's avatar
      CrystalS
      Former Moderator
      6 years ago
      Hi Ucjuicy, our video engineers ae investigating this issue. What channels are impacted? -Crystal
      • letti001's avatar
        letti001
        New Contributor III
        6 years ago

        I am back to the sound not working 😞 This is really odd for sure. A majority of the channels work fine. It is just a few that do not work with sound. the video description button is not able to be changed any more. 

    • CurtB's avatar
      CurtB
      Honored Contributor
      6 years ago
      On both my mobile apps and desktop browsers i will get no sound on specific channels.

      I tested https://watchtv.cox.com on my desktop using Chrome.  The video and sound worked for every channel I tested... CNN, TNT, Paramount, WGN.  I don't have the Contour app installed.  Is there anything about the app that could possibly affect an individual's account settings on a Cox server in a way that would alter performance when accessing the website with a desktop browser?

      Also, just to eliminate possibilities, did you verify that neither the website's sound or your computer were muted when viewing channels with no sound?

      • ekhawaii's avatar
        ekhawaii
        Contributor
        6 years ago

        CurtB, so it works for you, interesting.  I tried Chrome again this morning (usually use Firefox) but have also found the issue on Edge.  I'm on W10 machine here in SoCal.

        For Chrome, TNT (18), Freedom(19), Paramount(52), WGN(68) plus newly found trvl(53), tlc(54) bravo(55) all did not work.  CBS(2) & weather(51) worked.  When channels failed, it was usually the sound.  On a few, the screen was blank, or the video was stuck.  After sliding the SAP to the right, the Sound did appear.  Sometimes I need to wait till the "Attempting to Resume" refresh screen to appear.  On a few, if SAP is not there, try the Video Description icon.

        On the platforms, I had to Enable Adobe Flash.  Also, I do not have the App on my cell phone.  I do check my COX account for recent phone call history, account info, and this forum.

        My email to COX said ticket CUI000008292144 was created.  Based on this forum comments, both the watchtv and cell phone App may be affected.  Not sure why your Chrome worked.....do you have Firefox or Edge.

  • tenders1's avatar
    tenders1
    New Contributor
    6 years ago

    Having the same problem in Phoenix.  Worked with both Cox and Apple as Cox thought it might be my IPad that was causing the problem.  Because my Ipad was still under warranty, Apple gave me a new IPad.  Still the same problem, sound cuts out on random stations.  I find I can go to the ToGo channels and get sound, but when I’m in my house using my iPad I lose sound on my regular channels.

    Called Cox back after receiving new iPad.  I was escalated to the next level of Tech Service after my IPad was swapped out, and a supervisor was going to call me but shockingly (yes, said with total sarcasm) no one has called.  I just lose sound on more channels.  Since I can’t get Cox to respond, looking like it’s time to move to a new provider.

    • ekhawaii's avatar
      ekhawaii
      Contributor
      6 years ago

      tenders1.....this is truly a pain for those that login to watchtv.cox.com.  The only temporary fix that seems to work is to keyboard type s on the page that the sound is blank.  Sometimes v has worked too.  But the s (secondary audio) does the trick.  Open the icon next to the gear (lower rt) and slide the dot.  Type ? to get a list of shortcuts.  Go back into this thread to read some of the comments.

      What is strange is that COX was able to fix this on selected channels, like TNT, WGN, CNN in different markets.  HOWEVER, this "no sound" or stuck video, still appears.  For me in OrangeCo, 7 (abc) is broken.  Someone reported this a week ago and it's still broken.  I have reached out to COX about what in general is the issue, and how some of the markets get a fix....NO RESPONSE, other than Technicians are working!

      • KevinM2's avatar
        KevinM2
        Former Moderator
        6 years ago
        Hi Ekhawaii, I have updated our escalation ticket in progress, to reflect the information you have provided in the Cox forums. This is currently being investigated and our engineering team is working on a resolution. In the meantime, if the issues are still taking place in the Contour app, we recommend uninstalling and reinstalling it. Additionally, we recommend ensuring that your devices' operating systems are up-to-date with the latest firmware. -Kevin M. Cox Support Forum Moderator
    • KevinM2's avatar
      KevinM2
      Former Moderator
      6 years ago
      Hi Tenders1, we'd like the opportunity to work with you on a resolution, and it would be disheartening to see you move to a new provider. Can you please include a link to this forum thread and email us at cox.help@cox.com? Our Social Media Department can also be reached on Facebook and Twitter as well. -Kevin M. Cox Support Forum Moderator
      • letti001's avatar
        letti001
        New Contributor III
        6 years ago

        I have a running ticket with Cox regarding ongoing issues. I simply send in the diagnostic data each time there is an issue. I have sound back now on channel 26 but now channel 12 will not run. 

    • kristiemom26's avatar
      kristiemom26
      New Contributor II
      6 years ago

      We are in Phoenix too.  Having same issue with ESPN and FOX Sports channels. No sound on iPad and no sound or picture on laptop.

  • Shagy214's avatar
    Shagy214
    New Contributor
    6 years ago

    I'm having the same problem. no sound. I've tried it on Chrome, Explorer, and Edge but no sound. It will be fine for 30 seconds to a minute and than cut out. 

  • Shagy214's avatar
    Shagy214
    New Contributor
    6 years ago

    I'm having the same problem. no sound. I've tried it on Chrome, Explorer, and Edge but no sound. It will be fine for 30 seconds to a minute and than cut out. 

    • letti001's avatar
      letti001
      New Contributor III
      6 years ago

      I think the problem has been resolved. I received an email from Cox Support and they told me they worked it out and indeed I have checked the problem channels and they are working. I have not checked every channel as that would not be very practical, but it seems that we are back in business.