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  4. XFINITY Home Picture or Video Issue Troubleshooting

XFINITY Home Picture or Video Issue Troubleshooting

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Learn what to do when you have picture or video problems with your XFINITY Home system.

What You'll Need
  • XFINITY Home - Automation or XFINITY Home - Secure
  • Access to your XFINITY Home Hub (XFINITY Home - Automation) or XFINITY Home router and Touchscreen Controller (XFINITY Home - Secure)
  • Access to your XFINITY Home Subscriber Portal or the XFINITY Home app for mobile devices.
Difficulty
Easy

What Problem Are You Having?

My Camera Shows "Now Connecting to your Home" Instead of Video

If your Camera displays "Now connecting to your home" and three dots, there is an issue with network connectivity that is interfering with video buffering (downloading a small portion of the video before it displays - a continuous process once established that helps video stream smoothly). The answer is to reboot your Camera, Touchscreen Controller, and Internet gateway/router.
  1. Reboot the Camera by unplugging it from the power outlet and plugging it back in. The Camera will take approximately three minutes to reboot. You can also reboot the Camera remotely from the XFINITY Home Subscriber Portal or from the XFINITY Home app for mobile devices.
  2. If the problem persists, reboot your Touchscreen Controller.
  3. If the problem persists, reboot your Internet gateway/router by unplugging it and plugging it back in.
  4. Still not working right? Contact us at 1-800-XFINITY.
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I Took a Picture or Video Clip and It Doesn't Show on My Subscriber Portal

Did you know? Video clips and pictures are only saved for 30 days.
  1. Make sure that your firewall and anti-virus software aren't blocking the Camera feed.
  2. Wait for the picture/clip to appear. It takes between five seconds and five minutes for the picture/clip to appear on the Subscriber Portal.
  3. If the picture or clip doesn't appear within five minutes, refresh your browser window by pressing and holding the Shift key and clicking the browser's refresh button. Wait for the page to reload.
  4. If the picture or clip still doesn't appear, log out of the Subscriber Portal. Then log back in.
  5. If the picture or clip still doesn't appear, reboot your Camera.
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I Took a Picture or Video Clip and It Doesn't Show on the XFINITY Home App for Mobile Devices

  1. Wait for the picture/clip to appear. It takes between five seconds and five minutes for the picture/clip to appear in the mobile app.
  2. If the picture or clip doesn't appear within five minutes, refresh the Camera view in the mobile app.
  3. If the picture or clip still doesn't appear, log out of the app. Then log back in.
  4. If the picture or clip still doesn't appear, reboot your Camera.
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I Can't See Live Video from My Camera on the Subscriber Portal or Touchscreen Controller

  1. Make sure the Camera is plugged into a working power outlet that is not controlled by a light switch.
  2. Make sure that the lights on the front of the Camera are solid green.
  3. Make sure that the Ethernet port has access to the Internet by connecting a computer to the port and attempting to browse the web.
  4. If you moved the Camera after it was installed, the Camera may be out of range of the Hub/Touchscreen Controller. Move the Camera closer to the Hub/Touchscreen Controller. For information about range, see the answer to How Far Away from My Hub/Touch Screen Can I Place a Camera?
  5. Temporarily hardwire the Camera by using the splitter cable to connect the Camera directly to the LAN port on the Hub/router.
    • If you don't have a splitter cable, please jump to step 8 below.
  6. Wait a minute for the video feed to sync.
  7. Check the video on the Subscriber Portal or Touchscreen Controller. If you can see the video, the issue is range or interference. You can either:
    • Move the Camera closer to the Hub/Touchscreen Controller. For information about range, see the answer to How Far Away from My Hub/Touch Screen Can I Place a Camera?
    • Permanently hardwire the Camera to the Hub/router using the splitter cable.
  8. Reboot the Camera from the XFINITY Home Subscriber Portal or in the XFINITY Home app for mobile devices.
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The Quality of my Pictures or Video is Poor

If you're an XFINITY Home - Secure customer, you may be able to improve your video quality by adjusting the settings.

Poor picture or video quality may be caused by a loose connection:
  1. Verify that the Camera is firmly connected to the system.
  2. If the Camera is firmly connected, reboot the Camera from the XFINITY Home Subscriber Portal or in the XFINITY Home app for mobile devices.
Poor picture or video quality may be caused by range or interference. You can either:
  • Move the Camera closer to the Hub/Touchscreen Controller. See the answer to How Far Away from My Hub/Touch Screen Can I Place a Camera?
  • Permanently hardwire the Camera to the Hub/router using the splitter cable.
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My Rules for Taking Pictures or Video Aren't Working

Did you set a rule to take a picture or video "when my door opens or closes," and the result is a blank video? If so, we apologize - we're working to resolve the issue. However, in the meantime, you can work around the issue by setting the rule to take video "when the door opens."

Verify that any rules created in your Subscriber Portal do not conflict with each other. Get more information about rules in the XFINITY Home - Secure Subscriber Portal. Or, get more information about rules and modes in XFINITY Home - Automation.

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Motion Events are Missing from My Saved Video

Motion events are only captured if you have 24/7 Video Recording. Troubleshoot missing events.

Not sure which video service you have?

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A White Ring Appears in My Video Feed

When the Camera's night-vision infrared (IR) is active (in low-light or nighttime situations), the IR LED can reflect off of obstructions and back into the Camera, causing a white ring effect.

Adjust the Camera angle and position so that the Camera's field of view ("IR LED Coverage" in the diagrams below) is clear of obstructions.

Side View

Incorrect Installation
Diagram of incorrect indoor installation of XFINITY Home Camera (side view).
(Reflective surface is reflecting the IR beam.)

Diagram of incorrect indoor installation of XFINITY Home Camera (side view).
(White ceiling is reflecting the IR beam.)

Correct Installation
Diagram of correct indoor installation of XFINITY Home Camera (side view).
(No obstructions are reflecting the IR beam.)

Top View

Incorrect Installation
Diagram of incorrect outdoor installation of XFINITY Home Camera (top view).
(A soffit or other exterior part of the house is reflecting the IR beam.)

Correct Installation
Diagram of correct outdoor installation of XFINITY Home Camera (top view).
(No obstructions are reflecting the IR beam.)

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See Also:
Troubleshooting XFINITY Home Cameras
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https://www.xfinity.com/support/home-security/xh-troubleshooting-pictures-video/

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