New Contributor
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6 Messages
MSNBC App
Pop-up saya "Uh-oh You need to add this channel" blah blah, then app drops out shortly later. MSNBC is obviously part of my cable package, I wait until the COX logo appears on home screen before selecting live TV, I have recycled app, iPad and router. IPad is within a few meters of the router.
StephanieA
Former Moderator
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1.9K Messages
8 years ago
Please log into a computer and try the MSNBC website. Please let us know if you get an error message.
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apcsmith
New Contributor
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6 Messages
8 years ago
No problem viewing live on laptop (that is on same Wi-Fi).
iPad pop-up also says "Your TV subscription does not include this channel. Please contact your TV Provider about upgrading your service to get access."
I have un- and re-installed app and pop-up an subsequent drop-out continues..
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DustinP
Moderator
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1.1K Messages
8 years ago
Thanks for confirming you see the Cox logo sign in through the MSNBC App. When is this message popping up- as soon as you enter your Cox username and password through the App, or when attempting to view any or all content?
Please confirm if the channel plays fine for you on the Cox Contour App and on your TV at home.
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aslteacher74
New Contributor
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1 Message
8 years ago
I am experiencing the same issue. I have no problems watching over a laptop, but I get the message when I log in the MSNBC app.
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apcsmith
New Contributor
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6 Messages
8 years ago
Pop-up appears after a minute or so on iPad. Happens whether I update Cox permission or just wait for Cox logo to appear on app home page before selecting live TV.
Plays fine on TV. Uninstalled Contour app after installing on phone because it wants to access files (not gonna happen!)
Seems to work OK on iPad Contour app, but not as convenient to access as via the app directly. OK workaround in the short term though.
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Becky
Moderator
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4.3K Messages
8 years ago
Aslteacher74, you stated you get the error when logging into the MSNBC app. Do you get the same error when using the Contour app?
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kathym7788
New Contributor
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1 Message
8 years ago
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StephanieS
Moderator
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652 Messages
8 years ago
Please try removing the app and then re-adding it. You can reach back out here and let us know if that worked.
StephanieS
Cox Support Forums Moderator
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HBD
New Contributor
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1 Message
8 years ago
I’ve had the same problem that just started about a week ago. I’ve removed and replaced App and still not resolved. Contour works at home but MSNBC app does not work at home or away. Same error message. I’ve used MSNBC App many times for years and no problem until just recently.
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apcsmith
New Contributor
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6 Messages
8 years ago
I already stated I uninstalled and re-installed the app, no help. Hate to be a conspiracy theorist, but is this a way to get people to use the Contour app instead of the MSNBC app? Hmmm...
Or is this our first indication of the result of the death of net neutrality?
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MariaL
Moderator
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744 Messages
8 years ago
What device are you using to access the MSNBC app?
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MariaL
Moderator
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744 Messages
8 years ago
Please email my team at cox.help@cox.com with this post, your full name, and complete address. We can submit a ticket to our Network Apps team to investigate.
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apcsmith
New Contributor
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6 Messages
8 years ago
I have forwarded this as requested, but wouldn't it be easier for you to do so within your own company?
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Becky
Moderator
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4.3K Messages
8 years ago
Hi Everyone,
I have duplicated the issues you've described with the MSNBC App. It looks like there is a problem with the authentication process between Cox and the MSNBC App. When accessing the MSNBC App on a mobile device connected to WiFi, the App is not authenticating properly.
I have discovered the following workaround:
Click the home menu to take you back to available videos and shows. You should now be able to play any of the videos listed. I’m able to play videos at this point, even after enabling WiFi on my device and disabling “Allow Video Over Cellular”. We’ve escalated this issue and will let you know as soon as we have any updates.
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