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Kevin_S_
Replies II
Replies I

New Contributor III

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34 Messages

Wednesday, January 25th, 2023

Closed

APPLE TV APP NOT WORKING ON CONTOUR BOX .

Hello,

Ran out of ideas so figured I’d give this forum a try. Last night I tried to use the contour voice activation remote control to pull up Apple TV app  on my tv. The apple logo appeared like normal and then just went to a black screen and that’s all it’s been doing since.  I’ve tried numerous attempts to solve this issue . Unplugging cord from box , unplugging tv power cord , getting cox to send a signal to box , getting 2 new contour boxes and 2 new remote controls , called apple customer support, called Samsung customer support, checked for updates with app and tv, deleted app and reinstalled and the last step was speaking to a cox tier 2 specialist. She mentioned to me that she was creating a ticket and it could be something on their backend . The funny part about all this is that the Apple TV app works using another contour voice activation remote  control  on my tv downstairs . Do not understand it at all .

Any thoughts or ideas would be appreciated.

thank you 

Discussions

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Updated 

2 years ago

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Darkatt

Honored Contributor

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1.9K Messages

3 years ago

The voice controls are for the cable box only. It's not going to be able to properly control apps on a tv set. 

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Bruce

Honored Contributor III

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5.7K Messages

The funny part about all this is that the Apple TV app works using another contour voice activation remote  control  on my tv downstairs .

You have to read the entire post.

According to the link "See more voice commands" on the following page, voice responds to "Netflix" and "YouTube."  It also reads like OP has successfully launched AppleTV in the past and Contour initiates the command.

www.cox.com/.../remote.html

3 years ago

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Kevin_S_

New Contributor III

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34 Messages

Hello @darkatt the remote control does not work when speaking or hitting button to get to Apple TV + . All other apps work when speaking or hitting button . 

3 years ago

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Darkatt

Honored Contributor

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1.9K Messages

And it's on a DIFFERENT TV than the OTHER voice controller, right? Like I said earlier, the voice controller is designed primarily to control the cable BOX, and is not going ot PROPERLY control apps on the TV. That's not to say it won't work, but it may not work on ALL tv's and all apps. 

You said the apple app starts up then the TV goes blank. That could be a problem with the Apple tv app itself on the tv. 

Additionally, Netflix and Youtube are apps that are on the CONTOUR box. 

3 years ago

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Kevin_S_

New Contributor III

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34 Messages

@bruce thanks but I clicked the link and I see the “more commands “ option but not sure what you mean by  “on the following page, voice responds to "Netflix" and "YouTube."  It also reads like OP has successfully launched AppleTV in the past and Contour initiates the command” ? What does OP stand for ? 

3 years ago

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Kevin_S_

New Contributor III

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34 Messages

Hi @darkett so this is happening on 1 box and remote only . I have another tv that it’s works fine when using voice or just clicking th Apple TV app on tv . Same remote , same box . Why would it work on 1 box and not the other if it’s the same ? 

3 years ago

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Bruce

Honored Contributor III

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5.7K Messages

3 years ago

Contour is just glitchy with apps.  My advice would be to purchase a streamer for your apps.  Anyone know of voice-activated streamers?

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Kevin_S_

New Contributor III

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34 Messages

bruce but how come it works on one box and not the other if it’s same box ? So strange 

3 years ago

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WiderMouthOpen

Esteemed Contributor III

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3.5K Messages

I suggest Google TV or Fire TV. I prefer Google TV because of the USB C connection for adapters like ethernet and web cams. You can get the HD(not 4K) version for 30$.

3 years ago

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Bruce

Honored Contributor III

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5.7K Messages

Do you have more than 6 streams?  Clear the history on the problem box.

3 years ago

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Kevin_S_

New Contributor III

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34 Messages

Yes I have 9 steaming apps but the box is not even 24 hours old . Would that still play a factor with having to clear history ? 

3 years ago

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Kevin_S_

New Contributor III

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34 Messages

Hello bruce I’m not interested in purchasing a streamer but thank you 

3 years ago

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MessyMom5

New Contributor

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1 Message

3 years ago

I am having this same issue right now. Is the box it worked on your main cox contour box and then it didn’t work on the other one which is the smaller receiver type box? Can’t seem to get it to work at all on my receiver boxes. 

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TiffanyR

Former Moderator

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155 Messages

Hello MessyMom5,

I am sorry to hear that you are having trouble getting the AppleTV app to work on the cable boxes. What happens when you press the Contour button on the Cox remote, go to Apps, and select Apple TV? Do you get a black screen or an error message?

Tiffany R.
Cox Support Forum Moderator

3 years ago

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davidra

New Contributor

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5 Messages

Cox has had this problem for a very long time now. After changing two of my boxes to the newest Contour box, and having a tech visit, I have exactly the same problem. Why doesn't Cox just explain exactly what is going on? We're paying for Apple+; it would be nice if we could actually watch it. 

3 years ago

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EYJR2023

New Contributor

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2 Messages

I’m having that problem now

2 years ago

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fierygirl

New Contributor

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1 Message

3 years ago

Same thing happening to me right now.  Just a black screen after the apple logo.  Similar issue with the Discovery app as well

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Allan

Moderator

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2.3K Messages

@Fiergirl, I recommend sending us an email with your full name, address, and a brief description of this issue to cox.help@cox.com. -Allan, Cox Support Forums Moderator.

3 years ago

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kjcomco

New Contributor

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1 Message

3 years ago

I've had the dreaded Black Screen of Death with the Apple TV+ app on my Contour box for a month or more now.  I've been through about 4 hours of tech support chats, had a new box sent, reset and refreshed I don't know how many times.  All Level 1 support seems to do is try to sell me a $100 technician to reinstall services with no option to not pay it.  I've been with Cox for over 20 years and currently pay better than $300/month.  I wonder what the Loyalty Department will think once I get off of hold.

If anyone has a solution - I'm looking at YOU Cox - please present it!

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ChrisJ2

Moderator

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519 Messages

Oh no, Kjcomco. I'm really sorry about the app issue you're having. Please email us the physical address and any other pertinent information to Cox.Help@cox.com with your name and a copy of this forum message. I'm happy to look into this for you. -Chrisj - Forums Moderator

3 years ago

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Anteloper

New Contributor

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2 Messages

Same thing happening to us. Apple TV+ app will not launch on one contour box. The Apple logo shows up then it goes to a black screen that never changes.  However, in another room with our main contour box, the app will launch properly.   Cann this be fixed?  

3 years ago

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ChrisJ2

Moderator

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519 Messages

Hi, Anteloper. Here are some steps to try for your Apple+ issue on your Contour receiver:
-Click on the Contour button on the remote.
-Select the setting icon on the far right lower bottom of the screen to go into the settings
-Arrow down to highlight and select privacy.
-Arrow down and select Locally stored data
-A box will appear on the tv screen asking if you want to clear local storage. Click "OK"
Let us know if that helps. - Chrisj - Forums Moderator

3 years ago

aface4u

New Contributor

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1 Message

I all that says ‘not able to clear local storage’

The app works on small box but not the contour box I was told to come in and get a new box but after reading that it will not work on the new one. I’m almost thinking it’s time to cut the cord.

3 years ago

davidra

New Contributor

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5 Messages

Exact same problem here. When will you actually enlighten us as to why the occasional box works and others don't, in the same house on the same wifi? This has been going on for months. 

3 years ago

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DDG702

New Contributor II

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13 Messages

2 years ago

I followed the COX help instructions to clear the history of locally stored data...and now I can't even sign into the Apple app it just spins! Great...

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2442elmstreet

New Contributor II

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4 Messages

Same here. Issue started two days ago. I called Cox last night. Their response was that I need to call Apple for help. Very unhelpful.

2 years ago

2442elmstreet

New Contributor II

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4 Messages

I just spoke with Cox again. They are aware of the issue and will be working on a solution. They advised that the issue is on their end. They have been receiving complaints since yesterday.

2 years ago

Chambersbc

New Contributor

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2 Messages

Interesting that Cox says it's their issue but one of the other posters below says it's supposedly an Apple issue 

2 years ago

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DDG702

New Contributor II

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13 Messages

I emailed back and forth with Cox yesterday and they said they are aware of the issue and trying to fix it on their end so...who knows

2 years ago

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DDG702

New Contributor II

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13 Messages

2 years ago

Different agent, different story - lets hope its true. Thanks for posting!

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mytwocents

New Contributor

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1 Message

2 years ago

Same problem. Apple TV works on the main contour box or streaming on the main TV.  On the secondary TV without streaming, black screen.  COME ON COX!  GIVE US THE ANSWER!!!

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mastercutty

New Contributor II

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3 Messages

2 years ago

Having the same issue,,,,Apple TV from COntour box will not launch, but it will launch from the Samsung apps.  Defintiely an issue with the Contour App.  But I can't find a way to uninstall/re-install or reset.  This really seems to be a Cox app issue.  Tired of paying $300 a month to have issues like this go unresolved and unsnswered.    

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Chambersbc

New Contributor

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2 Messages

2 years ago

Same issue here. I am unable to log in to Apple TV via Contour as of a few days ago. I can log in fine from other devices. I tried clearing the local data as recommended and that didn't work. All it did was require me to re-enter my credentials for all my other streaming services. Hey Cox, get it together!!

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cbland

New Contributor

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2 Messages

2 years ago

I have the same problem with Apple TV app on contour box. I called Apple I called Cox I called Samsung Samsung put a new Apple TV app on but I have to access it with the Samsung device. I found out this morning from Cox cable that it's an apple problem and I have talked to Apple a couple days ago and they are working on fixing the problem between there in Cox contour boxes and apple

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mastercutty

New Contributor II

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3 Messages

Yep, that's what I'm doing, just using the Samsung Apple TV app, which works fine, just a few extra steps.  

2 years ago

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MJH1

New Contributor

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2 Messages

2 years ago

Having the same issue.  Have tried all the suggested fixes.  Very frustrating.

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knwlsh

New Contributor II

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6 Messages

2 years ago

I had a similar problem - AppleTV+ only worked on one of my 3 Contour boxes. I'm new to Cox, and I only realized later that my Apple subscription was showing "free trial" for TV+. My previous ISP included TV+ in their bundle, and when I dropped them they continued my coverage briefly. When old coverage expired Apple came through with the free trial - but only on one device.

This is likely different from most of postings for this problem, but maybe somebody else is in the same boat (not that free trial is a bad boat to be in).

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