How to Troubleshoot Cox Homelife Device Rules

Authored by: Support.com Tech Pro Team

1. Introduction

This guide will provide you with troubleshooting Cox Homelife device Rules.

There are two types of Homelife automation, namely Rules , and Scenes

• Rules are flexible methods of generating a variety of system actions or notifications when predefined circumstances or triggers occur
• Scenes let you control multiple devices at once but must be manually activated.

e.g. creating a rule that tells the system to send a text (SMS) message if the front door doesn't open when the kids are due home from school. Rules are a flexible method for generating a variety of system actions (such as sending a text message or turning on a light) whenever something else happens in a given circumstance. 

2. Rules issues

Issues:

• Rules that are set to trigger at sunset/sunrise are not triggering at the correct time 
• International customers are unable to receive SMS text messages for rules 
• Unable to get text alerts for the rules that were set up for Homelife
• Outstanding issues

Default rules and those rules that are able to be created vary based upon the devices that are purchased and paired to the system.

For example, if they do not have a thermostat as part of their system, they will not be able to set up rules that include a thermostat triggering or being triggered by an action. 

Rules that are set to trigger at sunset/sunrise are not triggering at the correct time

Issue: Rules that are set to trigger at sunset/sunrise are not triggering at the correct time, They are executing between 1 pm - 2 pm local time, rather than at sunrise/sunset as expected

Workaround/Fix: The customer needs to delete the rule in question and create a new rule to trigger at a specific time rather than at sunrise/sunset.

Follow the steps below to disable or remove an existing Rule in the Mobile App 

1. The customer needs to enter their credentials and Sign in to the Cox Homelife mobile app.

2. From the My Home screen, they need to tap the Rules menu.

 3. Tap the Rule tile being disabled or removed.

 > From the Detail screen, they need to complete the following based on their desired action:

• To temporarily disable the rule, they need to toggle the button OFF

• To delete the rule, they need to tap REMOVE

4. From the confirmation pop-up screen, they need to complete the following:

• Tap No to cancel the adjustment and to return to the Details window
• Tap Yes to confirm the changes and to receive the Removing Rule pop-up screen advising the Rule has been removed

Follow the steps below to create a new rule to trigger at a specific time in the Mobile App

1. The customer needs to go back to the Overview screen and tap Automation.

3. On the Automation screen, they need to tap the + icon.

4. On the New Automation screen,  they need to tap Rules to display suggested rules for installed devices or to create a rule.

5. Tap either Create Custom or one of the suggested rules to continue.

> The following is an example of creating a custom rule to lock the front door at a specific time.
 

6. On the My Rule screen, under When this happens...  they need to tap Select Event, or select a specific day of the week, and then tap Next.

7. On the Select Event screen,  they need to tap Set Time, and then tap Continue.

8. On the Set Time screen, they need to complete the following:

• From Days of the Week, tap the days to run the rule
• From Time of Day, tap either Sunrise, Sunset, or Set Time to select a specific time

And then they need to tap Add.

9. On the My Rules screen, from Do this, tap Select Event.

10. On the When Sunset, Do This ... screen, tap Lock Door Lock and then tap Next.

Accounts with more than one door lock are prompted by another screen to select which doors. Multiple doors can be selected. 

11. From the Rule Confirmation screen, tap Save to create the rule.

From the process above we created a rule to lock the front door at the same time every day of the week. 

Do not schedule a truck roll for this issue. 

If the customer already has the rule set up on the old firmware, then they need to recreate the rule after upgrading to the new firmware.  

International customers are unable to receive SMS text messages for rules

Issue: International customers are unable to receive SMS text messages for rules

Workaround/Fix: No fix at this time.

Advise the customer that this is an unsupported feature.

Unable to get text alerts for the rules that were set up for Homelife

Issue: SMS text messages for rules are not being received if 5-digit SMS text messaging blocking is turned on

Workaround/Fix: The customer has to contact their cell provider to turn off 5-digit SMS text messaging blocking for 39044,10958 and 73153, the Homelife SMS codes, in order to receive Homelife text alerts. 

• Customers can save the incoming messages as a contact labeled Homelife or Security
• Customers have the option of using email and push notifications if they aren't able to turn off their SMS blocking

Outstanding issues

Issue: Conflicting rules can cause devices to act other than the way intended.

Workaround/Fix:

Use the steps below to resolve outstanding issues:

1) Verify that their rules contacts’ email addresses and mobile phone numbers are correct in the Contacts sub-menu under the More menu.    

> Confirm the contact information (who to notify and how) is up to date.

a. The customer needs to enter their credentials and Sign in to the Cox Homelife mobile app.

b. From the Overview screen, they need to tap More menu.

c. From the More menu, they need to select Contacts.

d. Now they can edit or add the applicable contacts.

2) They need to Delete any rules that are causing conflicts or not functioning. 

> Follow the steps below to disable or remove an existing Rule in the Mobile App.

b. Now, the customer needs to go back to My Home screen and tap the Rules menu.

 c. They need to tap the Rule tile being disabled or removed.

 > From the Detail screen, they need to complete the following based on their desired action:

• To temporarily disable the rule, they need to toggle the button OFF
• To delete the rule, they need to tap REMOVE

d. From the confirmation pop-up screen, they need to complete the following:

• Tap No to cancel the adjustment and to return to the Details window
• Tap Yes to confirm the changes and to receive the Removing Rule pop-up screen advising the Rule has been removed

3) Recreate their rules, one at a time, and look for any conflicts

> Follow the steps below to create a Rule in the Mobile App.

a. Now, the customer needs to go back to My Home screen and tap the Rules menu.

Result: The Rules screen displays all active rules.  

 b. From the Rules screen, they need to tap CREATE.

> For now, let us consider creating a Front Door Lock rule as an example,

c. On the Add screen, they need to tap the Door Locks tile.

d. Now, they need to tap the Front Door tile for this rule.

e. And they need to tap the Open tile to select the Rule condition.

f. Next, they need to tap the Send Text Message tile or the action for when the front door opens.

g. Next, they need to tap the check box next to the appropriate contact to receive the notification, and then tap NEXT.

h. Finally, On the Edit and Save screen, they need to tap SAVE to save the Rule.

Result: The new rule displays on the Rules screen. 

Example: The same device could be programmed to perform two different actions based on a single event.