Learn what to do when you have a problem with your scenes in the Xfinity Home app.
What you'll need:
- Xfinity Home or Xfinity Internet
- Access to the Xfinity Home app
I can't create scenes
Verify that your mobile device is running the minimum operating system (or higher) necessary to support scenes:
- Apple: 9.0 and above
- Android: 5.0 (Lollipop) and above
Some of my devices are missing
Verify that your device is supported for scenes. Only supported devices connected to your Xfinity system will be visible.
Currently, supported devices are some 24/7 Video Recording compatible cameras, Nest Thermostats, all Light Switches, all Light Bulbs, all Lighting/Outlet Controllers, all Works with Xfinity compatible Lights and your Security System.
I can’t control my 24/7 Video Recording camera
If you have more cameras than you have 24/7 Video Recording subscriptions, then 24/7 Video Recording may have to be toggled off for one camera before it can be toggled on for another camera.
Note: Our new 24/7 Video Recording service supports recording for up to six cameras. If you don't have the ability to turn on recording for all of your Xfinity cameras, please contact us.
- Example issue: 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 scene turning recording on for Driveway won't work.
- Solution: Manually stop recording on Backyard prior to starting the scene that turns Driveway recording on.
My scene isn’t working
- Can you control the device manually from the Xfinity Home app?
- E.g., can you turn the light on/off from the Light tile?
- If not, the problem is probably with the device.
- Is the device battery powered?
- Look for any trouble alerts in the Xfinity Home app and check the device status.
- The most common device issues are caused by a low or dead battery.
- E.g., can you turn the light on/off from the Light tile?
- Did you recently reset your Xfinity password?
- If so, for your safety, 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 scenes.
- You should receive a notification about this in your Comcast email inbox when you reset your password.
- If so, for your safety, you'll need to sign out of the Xfinity Home app.
- If the device is a Works with Xfinity device, confirm that you can control it from the manufacturer's app.
- Note: GE, Leviton and Sengled do not have a manufacturer's app.
- If you can't control the device from the manufacturer's app, contact the manufacturer for support.
- Lutron Caseta: 1-800-523-9466
- Nest: 1-855-469-6378
- Philips: (847) 717-1890
- If you can control the device from the manufacturer's app, try resyncing Xfinity Home.
- Tap the device's tile to open its detail screen.
- Tap the three dots on the upper-right.
- On the Account Settings screen, tap Re-sync.
- Once resyncing is done, try the device again in the Xfinity Home app.
- If you still can't control the device from the Xfinity Home app, refer to the device's troubleshooting article.
- If the device can be controlled individually, but the scene still doesn't work:
- If the issue continues, contact us.
My security system didn’t arm
- Verify that the system was disarmed at the time the scene ran.
- Important: The system can't be armed unless it is disarmed at the time the scene starts.
- Check the Activity log to verify that no doors or windows were open when the scene ran.
- Did you recently lose your internet connection?
- Make sure your touchscreen is connected through 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 through broadband or WiFi.
- Make sure your touchscreen is connected through broadband, WiFi or cellular.
My changes aren’t being saved
When you finish changing a scene, make sure you tap Save in the upper-right corner of the screen.
If you exit the screen without tapping Save, your changes are lost.
If you get an error when trying to save:
- Verify that your mobile device is connected to the internet.
- The scene can't save without an active internet connection.
- Tap Try Again.
- If the issue continues, close the app and then restart it.
- If the issue continues, contact us.
I can’t see my existing scenes
If the Xfinity Home app can't retrieve your existing scenes, you'll see a message that your rules didn't load.
- Verify that your mobile device is connected to the internet.
- Your scenes can't be retrieved without an active internet connection.
- Tap Try Again.
- If the issue continues, close the app and then restart it.
- If the issue continues, contact us.
My camera restarts when I trigger a scene
Starting or stopping video recording on a camera with 24/7 Video Recording causes the camera to restart. This is normal and should take about three minutes.
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.