Troubleshooting rules in the Xfinity Home app

Learn what to do when you have a problem with your rules in the Xfinity Home app.

What you'll need

• Xfinity Home
• Access to the Xfinity Home app

What do you need help with?

• I can't create rules
• Some of my sensors are missing
• Some of my cameras are missing
• My rule isn't working
• I'm not receiving push notifications
• What is an X1 or push notification
• I'm receiving unexpected notifications
• I can't change my rules
• My changes aren't being saved
• I can't see my rules
• I can't see any rule templates

I can't create rules

Check to make sure your mobile device is running the minimum operating system (or higher) necessary to support rules:

• Apple: 9.0 and above
• Android: 5.0 (Lollipop) and above

Some of my sensors are missing

The devices you can choose from depend on the rule template you selected when you started adding the rule. If you started with the template for doors, you'll see only your Door/Window Sensors that are configured as doors. If you started with the template for windows, you'll see only your Door/Window Sensors that are configured as windows. You can tell how a Sensor is configured by the icon that represents the device and, usually, by the device name.

Some of my cameras are missing

The camera you're looking for may not support rules. Check the list of compatible cameras to be sure.

My rule isn't working

I added a rule to notify me when my door/window/garage door stays open for more than [n] minutes, but I'm not getting the notification.

1. Make sure the rule is turned on.
2. Was the door/window/garage door open when you added the rule? If it was, the rule won't run until the next time the device is opened. Close the device, wait a few seconds, then open the device and leave it open for the time period you set in your rule.
3. Is your contact information correct?
4. Make sure notifications are turned on for the Xfinity Home app and it has the correct notification type (push, text or X1).
5. Does your system show that the Sensor is open? Check the device status. If the system shows the Sensor is closed, but you can see that it's open, there's a problem with the Sensor. The most common Sensor issues are caused by a low or dead battery.
   • Xfinity Home: Check device status in Subscriber Portal, touchscreen or Xfinity Home app.
   • Xfinity Internet: Check device status in Xfinity Home app.
   • Replace batteries in Xfinity Home devices.
   • Troubleshoot Xfinity Home devices.

The rule for my 24/7 Video Recording-enabled Camera isn't working.
If you have more supported cameras than you have 24/7 Video Recording subscriptions, 24/7 Video Recording may need to be toggled off for one camera before it can be toggled on for another camera.

• Example: You have two cameras (Driveway and Backyard) and one 24/7 Video Recording subscription. With this configuration, you can only record video on a single camera at a time. If Backyard is recording, then a rule turning recording on for Driveway won't work.
• Solution: Create a rule to stop recording on Backyard prior to the time you want the rule for Driveway to start.

My rule doesn't control my device.

1. Can you control the device manually from the Xfinity Home app? If not, the problem is probably with the device.
2. Does your rule involve a device that is battery powered? Look for any trouble alerts in the Xfinity Home app, and also check the device status.
   • The most common device issues are caused by a low or dead battery.
3. Did you recently reset your Xfinity password? If so, as a security measure, you'll need to sign out of the Xfinity Home app.
   • To sign out, tap the Settings icon (three vertical dots) on the Overview screen, and then tap Sign Out.
   • Sign in with your new password.
   • This authorizes the system to run your rules.
   • You should have received a notification about this in your Comcast email inbox when you reset your password.
4. Did you recently lose your Internet connection?
   • Xfinity Home: Make sure your touchscreen is connected via broadband, WiFi, or cellular.
     • During an Internet outage, the touchscreen uses its cellular connection, which might cause problems with your rules.
     • When your Internet connection is restored, make sure that the touchscreen is connected via broadband or WiFi.
   • If you're still not able to control the device manually, refer to the device's troubleshooting article.
   • Make sure the rule is turned on.
   • If the problem continues, exit and reopen the Xfinity Home app.
   • If the device is a Works with Xfinity device, confirm that you can control it from the manufacturer's mobile app.
     • GE, Leviton, Sengled and Zen do not have a manufacturer's app.
   • If you can control the device from the manufacturer's app, wait a few minutes, and then try the Xfinity Home app again, or contact us.
   • If you can't control the device from the manufacturer's app, check the device's WiFi connectivity. If the device is connected, contact the manufacturer for support.
     • August: 1-844-284-8781
     • Chamberlain LiftMaster: 1-800-528-9131
     • LIFX
     • Lutron Caseta: 1-800-523-9466
     • Nest: 1-855-469-6378
     • Philips: 1-847-717-1890
   • If the problem continues, delete the rule, and then re-add the rule.

My rule to arm my security system didn't work.

1. Make sure the rule is turned on.
2. Verify that the system was disarmed at the time the rule was scheduled to arm.
   • Important: The system cannot be changed from one arm state to another (e.g., Arm Away to Arm Stay) without first disarming the system, either directly or through a scheduled disarm rule.
3. Check the activity log to verify that no doors or windows were open when the rule was scheduled to arm.
4. Did you recently lose your Internet connection?
   • Make sure your touchscreen is connected via broadband, WiFi, or cellular.
   • During an Internet outage, the touchscreen uses its cellular connection, which might cause problems with your rules.
   • When your Internet connection is restored, make sure that the touchscreen is connected via broadband or WiFi.
5. If the problem continues, delete the rule and re-add it.

I'm not receiving push notifications

1. Make sure the rule that is supposed to send the notification is turned on.
2. Did you opt in to receive push notifications from the Xfinity Home app? Check your device's operating system settings to make sure push notifications are turned on for the app. Where to find these settings depends on your mobile device operating system. In general:
   • On an Apple device, go to Settings > Notifications > Home, then Allow Notifications.
   • On an Android device, go to Settings > Application Manager.
3. If Notifications is on, try toggling it off and then back on.
4. Make sure that your mobile device is not set to "Do Not Disturb", "Airplane", or a similar mode that affects how you receive push notifications.

What is an X1 or push notification?

X1 notifications
An X1 notification is a message sent through your Xfinity X1 service to display on your television. Do not select this option if you don't have Xfinity X1.

Push notifications
A push notification is a message sent to your mobile device. It's similar to a text message except:

• You don't have to open a messaging application to view the message content.
• Tapping the notification opens the Xfinity Home app.

Exactly how a push notification appears on your device depends on the type of device, its operating system, and your user preferences for notifications. For example, on an iPad, the notification might pop up in the middle of your screen, while on an Android phone, it might appear as an icon at the top of your screen.

When you add a rule to receive a push notification, the notification is sent to all devices on which:

• The app is currently installed and has been used to access your Xfinity Home service.
• Push notifications are enabled for the app.

I'm receiving unexpected notifications

1. Did you add a rule to notify you when a door or garage door remains open? If you did, you'll receive two notifications: one when the door remains open for the specified period of time and another when the door closes.
2. If you're receiving other notifications that you don't think you should be receiving, carefully check your existing rules to make sure that your rules don't overlap or cause duplicate notifications.
3. If the issue continues, please Contact Us.

I can't change my rules

Xfinity Home only: Rules that you add in the Xfinity Home Subscriber Portal can't be changed in the Xfinity Home app. In the app, these rules are marked with the Automation icon.

You can turn this type of rule on and off and delete it.

My changes aren't being saved

When you finish changing a rule, make sure you tap Save in the upper-right corner of the Customize screen.

If you exit the screen without tapping Save, your changes are lost.

I can't see my rules

If the Xfinity Home app can't retrieve your existing rules, you'll see a message that your rules couldn't be loaded.

1. Tap Try Again.
2. If the issue continues, close the app and then restart it.
3. If the issue continues, make sure that your mobile device is connected to the Internet. Your rules can't be retrieved without an active Internet connection.
4. If the issue continues, please Contact Us.

I can't see any rule templates

If the Xfinity Home app can't retrieve your existing rules, you'll see a message that the templates (suggested rules) couldn't be loaded.

1. Tap Try Again.
2. If the issue continues, close the app and then restart it.
3. If the issue continues, make sure that your mobile device is connected to the Internet. Your rules can't be retrieved without an active Internet connection.
4. If the issue continues, please 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.