Use this guide if your Xfinity Camera or Xfinity Video Doorbell has setup, connection, power, recording, sound, glare, two-way audio, notification, pairing, placement, or Shield Select Camera Person Alert issues.
Before troubleshooting, confirm the device has power, the Xfinity app is up to date, the device is close enough to the wireless gateway or WiFi Extender, and required app permissions are enabled.
Device lights
| Camera light | What it means and next steps |
| 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 light | What it means and next steps |
| 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. |
Camera or video doorbell light shows a setup, connection, or power issue
What you may see:
- The camera light is blinking amber, blinking amber and red, blinking green, blinking blue, or blinking white.
- The video doorbell status light is blinking white or blinking amber and red.
- The light color is not listed in the device light status table.
Steps to resolve:
- Use the device light status section to check what the light means.
- If the device is ready to pair, follow the activation or pairing steps for your device.
- If the device has a connection issue or is in factory mode, restart the camera or video doorbell.
- If the device shows a power issue, confirm the device is connected to the correct power source.
- If the light color is not listed, contact us.
If still not working, contact us for assistance.
No 24/7 Video Recording option
What you may see:
- The Xfinity app does not show the 24/7 Video Recording option.
- You cannot turn on 24/7 Video Recording for the camera or video doorbell.
Steps to resolve:
- Make sure your device supports 24/7 Video Recording.
- Confirm the customer has an eligible service or subscription, such as Shield Select, Xfinity Smart Home, or Xfinity Home Security where supported.
- Shield Select includes 24/7 Video Recording with seven days of secure cloud video storage.
- Turn on 24/7 Video Recording using the Xfinity app.
- Restart the camera or video doorbell.
If still not working, contact us for assistance.
Camera or video doorbell is not recording
What you may see:
- 24/7 Video Recording is on, but recordings are not available.
- The camera or video doorbell is not saving expected video.
Steps to resolve:
- Make sure 24/7 Video Recording is turned on.
- Check if live video works.
- Restart the camera.
- Check the Xfinity app again to confirm recording resumes
If still not working, contact us for assistance.
Cannot see live video
What you may see:
- Live video does not load in the Xfinity app.
- The device appears connected, but video does not display.
- On Apple devices, video may not load if Local Network access is off.
Steps to resolve:
- Make sure the camera or video doorbell is plugged in and has power.
- Confirm the device light is solid blue when available.
- If the light is blinking white or blue, pair the device.
- Move the device closer to the wireless gateway if needed.
- On Apple devices, allow Local Network access for the Xfinity app.
- Wait one minute for video to load.
- Restart the camera or video doorbell if video still does not work.
If still not working, contact us for assistance.
Video is missing events
What you may see:
- Some expected video clips or motion events are missing.
- Video history does not show activity you expected to see.
Steps to resolve:
- Check whether there was a power or internet outage.
- Confirm upload speed is at least 2 Mbps.
- Review motion settings to make sure the area is not blocked or excluded.
- Adjust the motion area if needed.
If still not working, contact us for assistance.
Cannot hear sound
What you may see:
- Video plays without sound.
- Sound is missing from live or recorded video.
- Sound is not available on video clips made using rules.
Steps to resolve:
- Update to the latest version of the Xfinity app.
- Turn sound on for the camera or video doorbell.
- Check your phone or tablet volume.
- On Android devices, check both Call and Media volume controls.
- Make sure the microphone is not blocked.
If still not working, contact us for assistance.
White ring or glare appears in video
What you may see:
- A white ring, glare, or washed-out area appears in video.
- Night video looks bright or unclear because infrared light reflects off nearby objects.
Steps to resolve:
- Move the camera so nothing blocks its view.
- Avoid pointing indoor cameras at windows.
- If needed, turn off Night Vision in the Xfinity app from the camera settings.
- Remember that turning off Night Vision can result in dark footage in low-light areas.
If still not working, contact us for assistance.
Echo occurs on live video
What you may see:
- You hear an echo while using live video or two-way audio.
Steps to resolve:
- Make sure your phone and camera or video doorbell are not too close to each other when using two-way audio.
- Try moving the camera or video doorbell to another area.
If still not working, contact us for assistance.
Two-way audio does not work
What you may see:
- You cannot talk through the camera or video doorbell.
- The microphone or speaker does not work during live video.
Steps to resolve:
- Make sure your device supports two-way audio.
- Use the latest version of the Xfinity app.
- Turn sound on for the camera or video doorbell.
- Allow microphone access for the Xfinity app on your phone.
If still not working, contact us for assistance.
Not getting motion alerts
What you may see:
- Motion or doorbell alerts do not appear on your phone.
- The camera or video doorbell records activity, but notifications are not received.
Steps to resolve:
- Turn on motion or doorbell alerts for each camera or video doorbell.
- Allow notifications for the Xfinity app in your phone settings.
- Adjust motion detection settings.
- If using Home Watch, Away Watch, or Dark Watch, confirm the mode settings allow the selected camera or device to send alerts.
If still not working, contact us for assistance.
Getting too many motion alerts
What you may see:
- You receive more motion notifications than expected.
The camera sends alerts for busy areas, people, vehicles, or repeated movement you do not want to track.
Steps to resolve:
- Point the camera away from busy areas.
- Adjust motion detection settings.
- Turn notifications off if needed.
- For Shield Select Camera Person Alerts, select only spaces where people are not expected while Away Watch or Dark Watch is active.
If still not working, contact us for assistance.
Shield Select Person Alert does not work as expected
What you may see:
- A configured camera does not generate a Person Alert.
- The customer receives alerts from a camera or area they did not expect.
- A Person Alert does not appear while Away Watch or Dark Watch is active.
Steps to resolve:
- Confirm the customer has Shield Select. Person Alerts are not available with WiFi Shield alone.
- Confirm the camera is selected for Person Alerts in Away Watch, Dark Watch, or both.
- Confirm the camera has a clear view, enough light, and working network connectivity.
- Confirm the person is within the camera field of view.
- Avoid overlapping WiFi Motion and Person Alerts in the same area unless the customer wants both.
If still not working, contact us for assistance.
Camera will not pair
What you may see:
- Pairing does not complete.
- The Xfinity app or touchscreen does not detect the camera.
- The camera stays in pairing mode or shows a light status related to pairing.
Steps to resolve:
- Make sure that the camera is plugged in to a working power adapter.
- Restart the camera.
- Wait at least three minutes after powering on.
- Identify your camera model and pair using the correct steps:
- xCam3 and xCam2: Use the Xfinity app.
- xCam1 and iCam2: Use the touchscreen.
If still not working, contact us for assistance.
Camera placement affects connection or video quality
What you may see:
- Video quality is poor.
- Live video is slow to load or disconnects.
- The camera is far from the wireless gateway or WiFi Extender.
Steps to resolve:
- Keep the camera within three rooms of your gateway or WiFi Extender.
- Make sure the power adapter is not blocked by furniture or other large objects.
- Move the camera closer to the gateway if video quality is poor.
- Check live video again after moving the device.
If still not working, contact us for assistance.
Camera installation and activation
- Install and activate an Xfinity Video Doorbell
- Install an Xfinity Camera outside
- Activate an Xfinity Camera from the Xfinity app or Xfinity Home app
- For Shield Select, use the Xfinity app to activate included equipment and Shield features when the setup hub or setup card is available.
When to contact us
- Restarting or resetting does not fix the issue.
- The device will not pair.
- You see lights not listed in this article.
- The camera, video doorbell, 24/7 Video Recording, or Person Alert still does not work after completing the steps for the issue.
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.
