Fix an offline Xfinity Home touchscreen

If your Xfinity Home touchscreen goes offline, some features may not work. You can use the steps below to

• Check for common issues.
• Test your connection.
• Restart your device.

These steps will help you reconnect your touchscreen to the internet quickly.

Check for common problems

1.  Make sure the touchscreen is plugged into a working outlet.
   
   • Do not use an outlet controlled by a light switch.
2. Check that the power cable is connected to the back of the touchscreen.
3. Confirm the touchscreen is where it was first installed.
   • Do not move it.

Test your internet connection

1. On the Home screen:
   
   • Swipe up to open the dashboard (if needed).
   • Tap the gear icon. Then, tap Settings.
2. Enter your 4-digit Primary Keypad Code.
3. Tap Advanced Settings.
4. Tap Connectivity.
5. Tap Test Connectivity.
6. Tap Continue to start the test.
   • A green check mark means your connection is working.
     
   • A red X means you should restart your touchscreen.

Restart your touchscreen

1. On the Home screen:
   • Swipe up to open the dashboard (if needed).
   • Tap the gear icon. Then, tap Settings.
2. Enter your 4-digit Primary Keypad Code.
3. Tap Advanced Settings.
4. Tap Reboot Touchscreen
5. Enter your 4-digit Primary Keypad Code again.

Your touchscreen will restart in one to three minutes.

Still need help?

If the problem continues, contact us for help.

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.