How to Troubleshoot Cox Homelife Automation Camera Service

Authored by: Support.com Tech Pro Team

1. Introduction

This guide will help you troubleshoot all the common issues on Cox Homelife camera services.

2. HD camera Issues

Ask the customer to check the status of the LED Light on the camera and select the option to proceed with the troubleshooting.

• Power LED off
• Network LED off
• Motion Sensitivity
• Lag
• Network
• Incorrect Entitlements on Management Portal
• CVR Issue on an existing account
• FIOS camera connection issue

Power LED off

Steps to follow:

• Ask the customer to check that the camera is connected to a working power source, and the power cord is securely connected

Network LED off

Steps to follow:

• Ask the customer to check the status of LED is light, solid or off.

Motion SensitivityMotion Sensitivity

Follow standard camera troubleshooting procedures to adjust sensitivity.

Lag

1. This could be due to the camera being too far from the hub, Wi-Fi sluggishness in the home, or poor cellular connectivity on the mobile device
2. Follow standard camera troubleshooting procedures to adjust range / placement issues

Network

1. Pair the camera to your hub again either via WPS (if their home router has a WPS button) or using the Y cable that came with the camera plugged into an open port on the router
2. Refer to "Easy Connect of Devices for Cox Homelife Automation", select HD Camera

Incorrect Entitlements on Management Portal

Issue: Incorrect entitlements showing in the Management Portal. 

Workaround/Fix: Use Vesta to check on entitlements for Zilker cameras.

Cameras on Zilker firmware (10X and higher) do not report the correct entitlements in the a Management Portal.

CVR Issue on an existing account

Issue : A second account is being created when CVR is added to an already created Homelife account that is resulting in CVR not being available to customers.

Workaround/Fix:

1. Tier 1 agents: Inform the customer they are being transferred to a department for additional assistance. See Contacting the Customer Advocate Group.
2. CAG agents: Open a ticket to Comcast. See E-Bonding a CUI or UNO Ticket to Comcast Partner Ticketing Gateway.

FIOS camera connection issue

Issue: FiOS Internet camera connection problem.

Workaround/Fixc: Schedule a technician to default or re-secure the CHL router.