How to Troubleshoot the Cox Homelife Automation Hub

Authored by: Support.com Tech Pro Team

1. Introduction

The Cox Homelife Automation Hub connects all your devices using your WiFi network, helping them work together as one.

This guide will help you troubleshoot all the common issues on Cox Homelife Automation Hub.

2. Troubleshoot the Hub

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

The LED Light status on the Hub will be: 

LED Light is Off

If the LED light on the hub is off, then it means the Hub is not getting power.

• Ask the customer to check if the power outlet that the hub is plugged into is working properly (Suggest that they remove the hub and connect another device to the power outlet to verify if it is working)

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To unplug the hub, the customer may need a screwdriver to remove the bracket that is holding the hub in place. 

• Check if the power outlet is controlled by a wall switch and ensure that it is turned on

• Check if there is a power outage

 Once there is power supply to the Hub, the LED light color will show the status of the Hub.

• Check what is the color of the LED light and proceed to troubleshoot if needed

LED Light is Solid White

If the LED light is solid white, then it means the Hub is activated and connected to the network. All paired devices are functioning properly.

This is the desired state during normal system operation.

LED Light is Blinking White

If the LED light on the Hub is blinking white, then it means the Hub is receiving updated firmware from Cox. This is normal system maintenance and will happen periodically.

The firmware update will not impact the use of the system. When the download is complete, the Hub's LED returns to solid white.

LED Light is Solid Orange

If the LED light on the Hub is solid orange, then it means the hub is activated and connected to the router, but not connected to the Cox Homelife system server. 

• Advise the customer that the system is working properly, but Cox is either performing maintenance on the Homelife server, or the server is down
• The LED light on the Hub will go back to solid white once the connection to the Cox Homelife system server is restored 

LED Light is Solid Red

If the LED light on the Hub is solid red, then it means the Hub is not recognizing the Broadband / Wi-Fi connection, so it can’t connect to the Homelife system server.

Follow the instructions below to troubleshoot the issue:

• Ask the customer to check if they get a Wi-Fi signal on other devices, such as a laptop or smartphone?

              If Yes, try unplugging the Hub for at least 20 seconds, then plug it back in. If No, proceed to the next step

To unplug the hub, the customer may need a screwdriver to remove the bracket that is holding the hub in place. 

• Check if the home router is powered on? Try unplugging the router for at least 20 seconds, then power it back on.

• Ask the customer if there could be something interfering with the Wi-Fi signal to the hub, such as other electronic devices or a piece of furniture? 
  

             If Yes, try moving any electronic devices away from the hub. Make sure the hub is not placed behind furniture or shelving and is within 50 feet of the home’s router.

             If No, proceed to the next step

• Check if the Internet service is down?(Suggest they use other devices connected to the same Wi-Fi router to check if they can connect to the Internet such as Laptop or Mobile phone)

             If Yes, advise the customer that once the Internet service is restored, the hub reconnects automatically.

             If No, proceed to the next step

• Ask the customer if they have made any changes to their Wi-Fi network’s SSID or Password? 
• Confirm the security setting on the customer's router is set to WPA2 before attempting to reconnect.  

Follow instructions on this guided path to reconnect the Hub to the Wi-Fi network using your new Wi-Fi login information.

Launch How to Restore Connectivity to Cox 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

If the customer has Cameras as part of their Homelife Automation system, help the customer to re-pair them to the Hub using How to pair HD Camera to Automation Hub guided path.  

LED Light is Blinking Red

If the LED light on the Hub is blinking red, then it means there is an issue with one or more of your paired Homelife devices. 

• Ask the customer to open the Homelife mobile app or log on to the subscriber portal and go to My Homepage 
• Look for any Troubles tiles. These tiles display what device issues need to be resolved
• Proceed to troubleshoot each device until the LED light turns solid white, which indicates the Hub is at the desired state