Learn how to fix problems with door/window sensors connected to your Xfinity Home Security or Self Protection system.

What you need

Xfinity Home Security or Self Protection
Access to your touchscreen or the Xfinity Home app if you have Xfinity Home Security
Access to the Xfinity app if you have Self Protection
The door/window sensor with issues

Difficulty

Medium

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

Confirm the sensor and magnet are installed within a quarter inch of each other. Make sure any indicators are aligned when the door or window is closed.

My door/window sensor won't pair

If you have Xfinity Home Security and want to pair a replacement sensor, review how to use an Xfinity Home kit to replace a device.
If you have Xfinity Home Self Protection, review how to pair and install door/window sensors.

I need to restart my door/window sensor

The restart steps depend on your sensor model.

To restart the door/window sensor:

Remove its battery.
Wait a few seconds.
Then, reinsert the battery.

The door/window sensor battery is low

Replace the battery within two weeks of getting a low battery alert.

The touchscreen displays a tamper message

Confirm the door/window sensor is fully closed.
Remove and replace the sensor battery.
If the problem is not fixed, contact us.

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

Restart the door/window sensor:
- Remove its battery.
- Wait a few seconds.
- Then, reinsert the battery.
If the message remains, replace the battery with a new one.
If the problem is not fixed, it may be 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 is still not fixed, contact us.

The Xfinity app displays "Door/window sensor offline"

Restart the door/window sensor:
- Remove its battery.
- Wait a few seconds.
- Then, reinsert the battery.
If the message remains, replace the battery with a new one.
Have you recently moved your gateway to a new location or moved a large object (e.g., furniture, appliances, electronic devices) between the sensor and your gateway? If so, return the gateway to its original location or clear any large objects between the sensor and the gateway.
- If the problem is not fixed, contact us.

Additional information

Visit our Online Support Center to find common solutions.

The easiest way to activate, manage, and troubleshoot your Xfinity experience is with the Xfinity app! Get 24/7 real-time support, pay your bill, view plan details, get outage updates, and more. Download the free Xfinity app, or scan the QR code with your smartphone.

Need additional support? Ask Xfinity Assistant.