Fixing XFINITY Home - Secure Trouble Messages

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Learn what to do when a trouble icon appears on your XFINITY Home Touchscreen Controller or Subscriber Portal.

Is your XFINITY Home - Secure system offline?

What You'll Need
  • XFINITY Home - Secure
  • Access to your XFINITY Home Touchscreen Controller and other XFINITY Home devices

Difficulty
Medium

Fixing a Trouble Message

What Trouble Messages Mean

System trouble messages let you know when there is a power, connectivity (cellular, broadband, etc.) or device issue with your system.
 

What Does Your Touchscreen Controller Look Like?

If your Home screen looks like the one below, go to Touchscreen Controller Trouble Messages.
XFINITY Home Touchscreen Controller Home screen.

If your Home screen looks like the one below, go to Touchscreen Controller Trouble Messages (Icons).
XFINITY Home Touchscreen Controller Home screen with icons.


Touchscreen Controller Trouble Messages
A trouble icon appears in the upper-left corner of most screens (upper-right in Settings). The number on the icon tells you how many troubles are active (not snoozed). The Trouble Alert screen will open automatically when the trouble alert first sounds or after snooze expires. You can tap the icon to see a list of current troubles at any time.
Screen has trouble icon in upper left.

Trouble Alerts screen lists current troubles.

Troubles you might see include:
  • AC Power Loss: The Touchscreen Controller or Siren has lost power.
  • Bad Battery: The Touchscreen Controller battery needs to be replaced.
  • Battery Removed: The Touchscreen Controller battery has been removed.
  • Boot Load Fail: The device cannot start properly. Reboot the device by removing and replacing the batteries.
  • Broadband Loss: The Touchscreen Controller has lost its network connection. Restore Internet connectivity as soon as possible.
  • Cellular Communication Loss: The Touchscreen Controller has lost its cellular connection.
  • Comm Failure: The system can't communicate with the device, which may be unplugged, or its battery may have failed and may need to be replaced.
  • Communication Unknown: The Touchscreen Controller is having communication problems. Make sure that it's plugged in and has a broadband connection.
  • Dirty: The device is dirty or dusty and needs to be cleaned.
  • High Temperature: The temperature around the device is too warm for normal operation.
  • Low Battery: The device battery is getting low and should be replaced as soon as possible.
  • Low Temperature: The temperature around the device is too cold for normal operation.
  • Power Unknown: The Touchscreen Controller is having a problem. Make sure that it's plugged in and has a broadband connection.
  • Signal Interference or System May Be Jammed: The Touchscreen Controller has detected potential signal interference. If the message doesn't go away on its own, call us at 1-800-XFINITY.
  • Swinger Shutdown: A Swinger Shutdown is a rapid succession of alarm events from a single sensor or detector. The sensor has been shut down until the system is disarmed.
  • Tamper: The device is being tampered with.
  • Total Communication Failure: The Touchscreen Controller has lost its network and cellular connections. Restore Internet connectivity as soon as possible.

Tap Snooze to silence all audible trouble alerts for four hours. Tap a trouble message to see more information about the trouble and how to resolve it. If your Touchscreen Controller has buttons, you can tap the Home or Back button to snooze the trouble and close the Trouble Alert screen.

Did You Know? XFINITY Home has a Do Not Disturb feature that you can use to automatically mute the audible alert for most trouble messages during times when you may be asleep or otherwise don't want to be interrupted.
Screen shows Power Loss trouble message.


Touchscreen Controller Trouble Messages (Icons)
Trouble messages appear in the upper-right corner of the Home screen.
Touchscreen Controller Home screen with trouble icon in upper right.

Messages you might see include:
  • AC Power Loss: The AC power adapter is unplugged from the wall or from the device.
  • Battery Failure: The device's battery is failing and needs to be replaced.
  • Battery Low: The device's battery is getting low and should be replaced as soon as possible.
  • Battery Removed: The device's battery has been removed.
  • Broadband Connection Failed: The Touchscreen Controller has lost its network connection. Restore Internet connectivity as soon as possible.
  • Camera Comm Failure: Check that the power cable is plugged in to the Camera. If the Camera is plugged in, the Touchscreen Controller may have lost its network connection. Restore Internet connectivity as soon as possible.
  • Cellular Communication Failed: The Touchscreen Controller has lost its cellular connection.
  • Lost Power: The external power for a device has been lost and should be restored as soon as possible to avoid draining the device's batteries.
  • Lost Connection to Camera: The Touchscreen Controller has lost its network connection. Restore Internet connectivity as soon as possible.
  • Low Battery Detected: The device's battery is getting low and should be replaced as soon as possible.
  • Needs Cleaning: The device is dirty or dusty and needs to be cleaned.
  • Network Connection Failed: The Touchscreen Controller has lost its network connection. Restore Internet connectivity as soon as possible.
  • Sensor Battery Low: The Sensor battery is getting low and should be replaced as soon as possible.
  • Sensor Communication Failure: The Sensor can't communicate with the system. The Sensor battery may have failed and may need to be replaced.
  • Sensor Lost Power: The external power for a Sensor has been lost and should be restored as soon as possible to avoid draining the Sensor's batteries.
  • Sensor Needs Cleaning: The smoke detector is dirty or dusty and needs to be cleaned.
  • Sensor Tamper Detected: The Sensor is being tampered with.
  • Signal Interference or System May Be Jammed: The Touchscreen Controller has detected potential signal interference. If the message doesn't go away on its own, call us at 1-800-XFINITY.
  • System Battery Low: The Touchscreen Controller battery level is low. Make sure the device is plugged into a power outlet, so that the battery can recharge.
  • System Power Lost: The Touchscreen Controller has lost AC power and is running on battery backup. Make sure the AC adapter is plugged into the back of the Touchscreen Controller and into a power outlet.
  • System Tampered: The Touchscreen Controller is being tampered with. Make sure that the device is securely attached to its base.
  • Tamper Detected: The device is being tampered with.
  • Zone Swinger Shutdown: The device has generated too many zone faults in a short time period, resulting in too many alarms. The device has been shut down until the system is disarmed.
Tapping a trouble message on the Home screen opens the Troubles screen with additional information about some situations. Trouble messages can be acknowledged by tapping OK, which clears them from the Home screen and "snoozes" the audible notification for four hours.

Did You Know? XFINITY Home has a Do Not Disturb feature that you can use to automatically mute the audible alert for most trouble messages during times when you may be asleep or otherwise don't want to be interrupted.

In this example, there is no broadband connectivity, which causes the Cameras to lose connection.
Example Troubles screen showing no broadband connection.

Subscriber Portal

The Alert icon (exclamation point in a circle) at the end of the menu bar alerts you when troubles occur in your system. The number in the red circle indicates the number of devices with problems. Click the icon to open the Alerts message box showing additional information about the device and problem.
Alerts screen with example alerts for "Kitchen Window" and "Smoke Sensors".

Click the device name to open a page showing details about the problem, if available.


XFINITY Home App for Mobile Devices

The Alert icon (exclamation point in a triangle) in the upper right area of the screen alerts you when troubles occur in your system. The number in the red circle indicates the number of devices with problems.
XFINITY Home app for mobile devices displays Alert icon.

Tap the icon to open the All Alerts screen, which shows additional information about the device and problem.
XFINITY Home app for mobile devices - All Alerts screen.

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Is There an Outage?

First things first; the problem might not be with your system. Before you try any fixes, check if there are service outages in your area.

Did You Know? Your Touchscreen Controller has a battery backup, so you'll stay connected even in a power outage. However, if your cable service is out, your high-speed Internet service will also be out, which will affect your XFINITY Home system. You'll still be protected, but you won't be able to view feeds from your cameras or control your system from the Subscriber Portal or the XFINITY Home app for mobile devices.

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Check the Power and Connections

  1. Make sure all devices are plugged in to working power outlets that are not controlled by a light switch.
  2. Make sure that all power cords are securely connected to the devices.
  3. Make sure a fuse in your home hasn't blown.
  4. Check that all modem/router/gateway connections are secure.
  5. Confirm that your account is up to date, as late payments can cause an interruption of service.
  6. Make sure your computer can connect to the Internet. If it can't:
    • If you recently installed software, make sure the installation was completed successfully.
    • If you've recently changed or upgraded your firewall and/or antivirus software, disable them. If this resolves the issue, contact the software manufacturer.
  7. If none of these steps resolves the issue, see resetting your cable modem.

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Get More Help

If you're still having trouble, find out where to find troubleshooting information for the specific devices in your system.

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Find this article at:

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

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