How to Troubleshoot Cox Homelife Mobile Application
Authored by: Support.com Tech Pro Team
1. Introduction
This guide will provide you with instructions to troubleshoot the common and known issues on Cox Homelife Mobile Application.
2. Troubleshoot the Cox Homelife Mobile Application
The following are identified issues related to the Cox Homelife mobile app, select the issue and proceed to troubleshoot
Activity History and Camera motion not loading
Unable to view live video on Android
Non-CVR Camera view buttons are overlapping
Issues on iOS phone when using Dark mode
Follow the instructions below to troubleshoot the Cox Homelife mobile app:
Activity History and Camera motion not loading
The customers will not be able to view activity history and camera motion videos/pictures on the Homelife app versions older than 11.2
The activity screen will display “Loading Activity†and then “Had Trouble Receiving Activity†error message
The camera screen will not have any videos or pictures underneath the live view
Fix: Upgrade the Homelife app to the latest version
Follow the below instructions to guide the customer to upgrade the app version to 11.2:
The Cox Homelife Application is available for Android and iOS devices. Choose the type of device the customer has
An Android Phone or Tablet
Instruct the customer to launch the Play Store on the mobile device.
Tap in the search box at the top of the screen.
Search for "Cox Homelife" and tap on the found app.
Tap Update to update the app to the latest version
Once the app is updated to the latest version open the app to check if the issue is resolved.
An iPhone, iPad or iPod Touch
Instruct the customer to launch the App Store on the mobile device.
Tap Search in the bottom right corner.
Search for "Cox Homelife" and tap on the found app
Tap Update to update the app to the latest version.
Once the app is updated to the latest version open the app to check if the issue is resolved.
Security customers can also view their activity on their touchscreens
Unable to view live video on Android
Customers with android phones and a CVR or non-CVR camera will not be able to view live video in the Homelife app if they do not have the latest app version
Clips, images, and thumbnails are not impacted.
Fix: Upgrade the Homelife app to the latest version
Follow the below instructions to guide the customer to upgrade the app version to 11.2:
Update Homelife Application
Instruct the customer to launch the Play Store on the mobile device.
Tap in the search box at the top of the screen.
Search for "Cox Homelife" and tap on the found app.
Tap Update to update the app to the latest version
Once the app is updated to the latest version open the app to check if the issue is resolved.n iPhone, iPad or iPod Touch
Non-CVR Camera view buttons are overlapping
The non-CVR Camera View buttons would overlap on each other when customer is switching from landscape to portrait view.
Fix: Instruct the customer to access the Overview screen and then return to the camera view
Issues on iOS phone when using Dark mode
Some functions do not work as intended when the iOS device is in Dark mode. Like:
Unable to select dates from the following calendars.
Camera calendar
Activity calendar
From the CVR camera, filters and the timelines scale options do not display.
From the Automation tab, the following do not display as expected.
The Sort By options
The Set Time options when creating a rule
Customers with app version 10.7 on an iOS device are experiencing issues with select functions.
Fix:
Check if the Homelife app has an update and update it. Follow instruction below to update the app:
Update Homelife app on iOS device
Instruct the customer to launch the App Store on the mobile device.
Tap Search in the bottom right corner.
Search for "Cox Homelife" and tap on the found app
Tap Update to update the app to the latest version.
Once the app is updated to the latest version open the app to check if the issue is resolved.
Turn off Dark mode
Instruct the customer to open Settings on the iOS device
Scroll down and tap Display & Brightness
Select Light mode and go back to Homelife app
On the Homelife app check if the issue is resolved
Inform the customer Cox is aware and working to resolve these issues.
Follow the instructions on below guided path to assist the customer in downloading and installing the Cox Homelife Mobile Application:
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