Touchscreen Controller Troubleshooting

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Learn what to do when you have problems with your XFINITY Home Touchscreen Controller.

What You'll Need
  • XFINITY Home - Secure
  • Access to your XFINITY Home Touchscreen Controller
Difficulty
Easy

What Problem Are You Having?

The Screen is Blank

  1. What does your Touchscreen Controller usually look like?
    • If your Home screen usually looks like the one below, tap the screen to make sure it is not in sleep mode. Continue with step 2.
      Touchscreen Controller's Home screen set to Ready.
       
    • If your Home screen usually looks like the one below, press the Home button underneath the screen area or press one of the side buttons to make sure that the Touchscreen Controller is not in sleep mode. Continue with step 2.
      Touchscreen Controller's Home screen set to Disarmed.
       
  2. Make sure that the Touchscreen Controller is plugged into a working power outlet that is not controlled by a light switch.
    • If it is plugged in, unplug the Touchscreen Controller from the power outlet, wait a few seconds and then plug it back in.
    • If it is not plugged in, the Touchscreen Controller is running on battery backup and the screen automatically turns off to conserve battery life. Plug the Touchscreen Controller into a working power outlet that is not controlled by a light switch.
  3. If the screen is still blank, please contact us.

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The Touchscreen Controller Doesn't Look Right

  1. Unplug the Touchscreen Controller from the power outlet, wait a few seconds, and then plug it back in.
  2. If the Touchscreen Controller display does not improve, please contact us.

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I See a "Lost Connection" Trouble Message

A lost connection trouble message means that your broadband and cellular connections are offline. To learn how to reestablish the connection, see What to do if Your Touchscreen Controller has Lost Network Connection.

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I Want to Check the Touchscreen Controller's Internet Connection

If your Touchscreen Controller loses its Internet connection, a trouble message will appear on the Touchscreen Controller display. If you don't see this type of message, but you think there might be a problem with the Internet connection, here's how you can check it.
  1. What does your Touchscreen Controller look like?
    • If your Home screen looks like the one below, tap the More icon (three dots at the upper right) to open the More menu, then tap Settings. Continue with step 2.
      Touchscreen Controller's Home screen - set to Ready. More icon in upper-right corner.
       
    • If your Home screen looks like the one below, tap Settings. Continue with step 2.
      Touchscreen Controller's Home screen - Settings icon is in upper right row.
       
  2. Enter your Master Keypad Code.
  3. On the Categories screen, tap Advanced Settings.
  4. On the Advanced Settings screen, tap Connectivity.
  5. On the Connectivity screen, tap Test Connectivity.
  6. Follow the on-screen instructions to test the Touchscreen Controller's broadband and cellular connections.

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I Need to Reboot the Touchscreen Controller

You usually won't need to reboot your Touchscreen Controller unless instructed to do so by XFINITY Home support.
  1. What does your Touchscreen Controller look like?
    • If your Home screen looks like the one below, tap the More icon (three dots at the upper right) to open the More menu, then tap Settings. Continue with step 2.
      Touchscreen Controller's Home screen - More icon is in upper-right corner.
       
    • If your Home screen looks like the one below, tap Settings. Continue with step 2.
      Touchscreen Controller's Home screen, Settings icon is to the right.
       
  2. Enter your Master Keypad Code.
  3. On the Categories screen, tap Advanced Settings.
  4. On the Advanced Settings screen, tap Reboot TouchScreen.
  5. On the Reboot TouchScreen screen, tap Reboot TouchScreen.

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Weather Isn't Working

If you're having problems with the weather information on your Touchscreen Controller:
  1. Make sure the Touchscreen Controller is connected to the Internet. See I Want to Check the Touchscreen Controller's Internet Connection.
  2. Wait 15 to 20 minutes. When the Touchscreen Controller Internet connection is working, the weather is automatically updated about every 15 minutes.
  3. If the weather is still not working, please contact us.

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I Can't Hear My Touchscreen Controller

If you can't hear your Touchscreen Controller, you can adjust the volume or turn on the Keypad chime to supplement the alert notification for some actions.

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Find this article at:

https://www.xfinity.com/support/home-security/troubleshooting-touchscreen-issues/

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