Cox Homelife -Troubleshoot Camera

Authored by: Support.com Tech Pro Team

1. Introduction

This guide will help you on how to troubleshoot Cox homelife camera

2. Issue Determination

Determine the issue before proceeding with troubleshooting steps select the issue being faced:

Unable to view on the Contour Homelife App

Troubleshooting Steps:

     1. Test the cameras using the touchscreen or the Homelife mobile app

     2. If able to view using the touchscreen or the app, the cameras are working

     3. Troubleshoot the Contour Homelife app

Loss of picture

Troubleshooting Steps:

1. Verify if the camera has power. If there is no power, see the Loss of Power category below

2. If the camera has power, reboot all equipment -- modem / gateway, router(s), touchscreen, and camera(s)

Resolution:

       1. Schedule a Trouble Call

Loss of power

Troubleshooting Steps:

1. Verify power cable is attached properly to the camera and a wall power outlet

2. Make sure that the electrical outlet that the camera’s power adapter is plugged into is an un-switched outlet

3. If it is the GFI outlet, it may need to be reset

4. Test the outlet with another electrical device, a fan or clock 

Resolution:

       1. Schedule a Trouble Call

Unable to pair to touchscreen 

Troubleshooting Steps:

1. If the camera is not paired to the touchscreen, schedule a Field Tech. Customers do not have the required dongle and are unable to pair the camera 

Resolution:

1. Schedule a Trouble Call

Poor wireless camera strength

Troubleshooting Steps:

1. Verify there are not any environmental obstacles between the camera and router. Items that can interfere are large mirrors, refrigerators, ovens / stovetops, microwaves, or any other large metal objects

2. Verify configuration of the network and make sure the equipment is not side by side

• Routers are not stacked next to, or on top of, one another

• Touchscreen is not right next to the router(s) or other WiFi devices

 3. Relocate / reposition camera and retest

Resolution:

1. Schedule a Trouble Call

Located but not able to secure

Troubleshooting Steps:

1. If the camera is located but not paired to the touchscreen, schedule a Field Tech. Customers do not have the required dongle and are unable to pair the camera

Resolution:

1. Schedule a Trouble Call

Poor picture

Troubleshooting Steps:

1. Relocate / reposition camera and retest 

2. Make sure it is not a lens issue or defect with the camera, some examples are listed below

• Half the picture is black with no obstructions present 
• Camera stuck in night mode with plenty of light present 

Resolution:

1. Schedule a Trouble Call

Intermittent connectivity 

Troubleshooting Steps:

1. Confirm that WiFi has good connectivity

Resolution:

1. Schedule a Trouble Call

Showing color bars on the TS, SP, and App and no images 

Troubleshooting Steps:

1. Reboot all equipment -- modem / gateway, router(s), touchscreen, and cameras

Resolution:

1. Schedule a Trouble Call