Learn how to fix problems with 24/7 Video Recording, Xfinity Cameras, or Xfinity Video Doorbells. Most issues can be fixed by restarting the device. For help, see Fix connection issues with your Xfinity Camera or Video Doorbell.
Blinking lights
Lights on your camera or video doorbell help show what’s happening.
Cameras
| Light | Status |
| Solid blue | The camera is working normally. |
| Solid white or amber | The camera is turning on. |
| Blinking blue or white | The camera is ready to pair. |
| Blinking amber | The camera has a connection issue. Restart the camera. |
| Blinking amber and red | The camera is using the wrong power adapter. |
| Blinking green | The camera is in factory mode. Restart the camera. |
| Any other color | Contact us for help. |
Video doorbell
Video doorbells have two lights: a status light and the doorbell button.
| Light | Status |
| Blinking white (status light) | The doorbell needs to be paired. Follow the activation steps. |
| Blinking amber and red (status light) | The doorbell doesn’t have enough power. Contact us for help. |
| Growing white (button) | Someone pressed the doorbell. |
| Glowing white (button) | Someone is within five feet of the doorbell. |
If the light is any other color, contact us.
24/7 Video Recording issues
No 24/7 Video Recording option
- Make sure your device supports 24/7 Video Recording.
- Turn the feature on using the Xfinity app.
- Restart the camera or video doorbell.
- Contact us if the option still doesn’t show.
Camera isn’t recording
- Make sure 24/7 Video Recording is turned on.
- Check if live video works.
- Restart the camera.
- Contact us if it still doesn’t record.
Video issues
Can't see live video
- Make sure the camera is plugged in and has a solid blue light.
- Blinking white or blue, means the camera needs to be paired.
- Move the camera closer to your wireless gateway if needed.
- On Apple devices, allow Local Network access for the Xfinity app.
- On your Apple device, select Settings.
- Select Privacy.
- Select Local Network.
- Toggle on the switch for the Xfinity app.
- Wait one minute for video to load.
- Restart the camera if video still won’t work.
Video is missing events
Missing clips can happen because of:
- Power or internet outages.
- Slow upload speeds (at least 2 Mbps needed).
- Motion settings blocking the area.
Can't hear sound
- Update to the latest version of the Xfinity app.
- Turn sound on for the camera or video doorbell.
- Sound isn’t available on video clips made using rules.
- Check your phone or tablet volume.
- Android devices use separate In Call and Media volume controls. Learn about Android volume settings.
- Make sure the microphone isn't blocked.
White ring or glare in video
This happens when infrared light reflects off nearby objects.
- Move the camera so nothing blocks its view.
- Avoid pointing indoor cameras at windows.
You can turn off Night Vision in the Xfinity app:
- Select the Home tab.
- Scroll down to select the camera.
- Select the gear icon on the upper right.
- Toggle the Night Vision setting to the off position.
Note: Turning off Night Vision can result in dark footage in low-light areas.
Side view: Correct installation
(No obstructions are reflecting the IR beam.)
Top view: Correct installation
(No obstructions are reflecting the IR beam.)
Two-way audio issues
Echo on live video
- Make sure your phone and camera are not too close to each other when using two-way audio.
- Try moving the camera to another area.
Two-way audio doesn’t work
- Make sure your camera supports two-way audio.
- Use the latest version of the Xfinity app.
- Turn sound on for the camera.
- Allow microphone access for the Xfinity app on your phone.
Notifications issues
Not getting motion alerts
- Turn on motion or doorbell alerts for each camera.
- Allow notifications for the Xfinity app in your phone’s settings.
- Adjust motion detection settings.
Too many motion alerts
- Point the camera away from busy areas.
- Adjust motion detection settings.
- Turn notifications off if needed.
Pairing and installation
Camera won't pair
- Make sure that the camera is plugged in to a working power adapter.
- Restart the camera.
- Wait at least 3 minutes after powering on.
- Identify your camera and pair using the correct steps:
- xCam3 and xCam2: Use the Xfinity app.
- xCam1 and iCam2: Use the touchscreen.
- Contact us for help if pairing fails.
Camera placement
- Keep the camera within three rooms of your gateway or WiFi Extender.
- Make sure the power adapter isn’t blocked by furniture or other large objects.
- Move the camera closer to the gateway if video quality is poor.
Camera installation and activation
Use the links below to help install and activate your Xfinity Camera or Video Doorbell:
- Install and activate an Xfinity Video Doorbell
- Install an Xfinity Camera outside
- Activate an Xfinity Camera from the Xfinity app or Xfinity Home app
When to contact us
Contact support if:
- Restarting and resetting doesn’t fix the issue.
- The device won’t pair.
- You see lights not listed here.
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.
