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

1. Instruct the customer to launch the Play Store on the mobile device.
   

1. Tap in the search box at the top of the screen.
   

1. Search for "Cox Homelife" and tap on the found app.
   
   
2. Tap Update to update the app to the latest version
   

1. 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

1. Instruct the customer to launch the App Store on the mobile device.
   
   

1. Tap Search in the bottom right corner.
   

   
1.  Search for "Cox Homelife" and tap on the found app
 
2. Tap Update to update the app to the latest version.
   

1. 
   
   
2. 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

1. Instruct the customer to launch the Play Store on the mobile device.
   

1. Tap in the search box at the top of the screen.
   

1. Search for "Cox Homelife" and tap on the found app.
   
   
2. Tap Update to update the app to the latest version
   

1. 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

1. Instruct the customer to launch the App Store on the mobile device.
   

1. Tap Search in the bottom right corner.
   

1. Search for "Cox Homelife" and tap on the found app
2. Tap Update to update the app to the latest version.
   

1. 
   
   
2. 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:

How to Download and Install Cox Homelife Mobile Application

Clicking this shortcut will mark this step as "Completed," and if you complete the next Guided Path, this Guided Path will be completed automatically