How to Troubleshoot Cox Homelife Devices

Authored by: Support.com Tech Pro Team

1. Introduction

This guide will provide you with instructions to troubleshoot the common and known issues on all the Cox Homelife devices.

2. Select the device

Select the device or rules that the customer has called in regarding and proceed to troubleshoot:

Automation Hub

Firmware issue:

• If the customer has called in regarding firmware issue, stating "An issue with CPE firmware 9.5.2 has been identified". It means the customer may experience service issues and needs to update the firmware.

• Assist the customer to update firmware using the Management Portal.

For any other queries related to Automation Hub proceed with the following guided path:

How to Troubleshoot the Cox Homelife Automation Hub

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

Mobile Application

 Follow the instructions on the below guided path to troubleshoot the Cox Homelife Mobile Application:

How to Troubleshoot 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

Follow the instructions on the 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

Modem

Firmware issues with NetGear WNR2000:

• The Modem does not always update its firmware at the point of install
• Update the firmware to the current version - V1.0.0.40.

The latest version of the security router firmware provides bug fixes and new features that improve connectivity and compatibility with Homelife devices.  

Sensors

 For any queries related to Motion sensors, follow the instructions on the below guided path

How to Troubleshoot Cox Homelife Motion Sensors

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

For any queries related to Door and Window sensors, follow the instructions on the below guided path

How to Troubleshoot Door and Window Sensor for Cox Homelife Automation

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

Thermostat

Fan issue on Zen Thermostat:

The fan within the thermostat runs constantly and does not turn off 

• To resolve this issue, the device must be swapped out. Create a trouble call using problem code SB - HS CUST OWN THERMOSTA 

Touchscreen

Follow the instructions on the below guided path to troubleshoot the Cox Homelife Touchscreen:

How to Troubleshoot Cox Homelife Touchscreen Device

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

Wireless Keypad

Overheating is a known issue on SMCWK01-Z Wireless Keypad.

• A possible reason for overheating could be because of incorrect battery placement in the keypad. 

• Ask the customer to ensure that the batteries are installed with the correct polarity. 

Refer the below guided path to the assist customer to ensure the batteries are installed correctly:

How to Replace Batteries for Cox Homelife Devices (Rework)

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

Device Rules

For any queries related to Device Rules, follow the instructions on the below guided path:

 How to Troubleshoot Cox Homelife Device Rules

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