Learn what to do when you have a problem with a door/window sensor connected to your Xfinity Home Pro Protection or Self Protection system.

What you'll need

Xfinity Home Pro Protection or Self Protection
Access to your touchscreen or the Xfinity Home app if you subscribe to Pro Protection
Access to the Xfinity app if you subscribe to Self Protection
The door/window sensor with which you're having trouble

Difficulty

Medium

My door/window sensor shows open when closed, or closed when open

Make sure the sensor and magnet are installed so that they're within a quarter inch of each other and have any indicators aligned when the door or window is closed.

My door/window sensor won't pair

If you subscribe to Xfinity Home Pro Protection and are trying to pair a replacement sensor, learn more about using an Xfinity Home kit to replace a device.
If you subscribe to Xfinity Home Self Protection, learn more about how to pair and install Xfinity door/window sensors.

I need to restart my door/window sensor

The restart steps vary depending on your sensor model.

Restart the door/window sensor by removing its battery, waiting a few seconds, and reinserting the battery.

The door/window sensor battery is low

Replace the sensor battery within two weeks of receiving a low battery alert.

The touchscreen displays a tamper message for a door/window sensor

Verify that the door/window sensor is fully closed.
Remove and replace the door/window sensor battery.
If the problem persists, contact us.

The touchscreen displays a "Communication lost with your door/window sensor" message

Restart the door/window sensor by removing its battery, waiting a few seconds, then reinsert the battery.
If the message remains, replace the battery with a fresh battery.
If the problem is not resolved, it may be caused by an issue with your touchscreen's location.
- Has the touchscreen been moved from its originally installed location? If so, return it to where it was installed.
- If the problem persists, contact us.

The Xfinity app displays a "Door/window sensor offline" message

Restart the door/window sensor by removing its battery, waiting a few seconds, then reinserting the battery.
If the message remains, replace the battery with a fresh battery.
If you have recently moved your gateway to a new or different location or have recently moved a large object (such as a piece of furniture, an appliance or electronic device) between the sensor and your gateway, return the equipment to the original location or clear any large objects out of the path of the sensor and the gateway.
- If the problem persists, contact us.