Learn what to do when you have a problem with a Door/Window Sensor connected to your Xfinity Home system.

What You'll Need

Xfinity Home
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/window is closed.

My Door/Window Sensor Won't Pair With the Hub

Make sure the Door/Window Sensor is close to the Hub when you start the pairing process.
Make sure you've pulled the activation tab out of the sensor to activate the battery.
The LED on the sensor will blink when it is ready for pairing. When you get to the step in the pairing process where you're asked if the Door/Window Sensor is ready to pair, make sure the LED on the sensor is blinking. If the LED isn't blinking:
- The sensor may have gone to "sleep" to conserve battery power. Move the sensor and magnet away from each other and then back together once or twice to "wake up" the sensor.
- If the LED still isn't blinking, restart the sensor before you continue pairing.

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, then reinsert 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.