Use this guide to troubleshoot common motion sensor issues.
Before troubleshooting, confirm:
- The Xfinity app is up to date
- The sensor is within 10 to 15 feet of the gateway during setup
- The battery tab has been removed
- The sensor cover is fully closed
What you'll need:
- Xfinity Home Security, Xfinity Smart Home or Shield Select
- The motion sensor with which you're having trouble
- Access to your touchscreen or the Xfinity Home app if you subscribe to Xfinity Home Security
- Access to the Xfinity app if you subscribe to Xfinity Smart Home or Shield Select
- Phillips-head screwdriver (for resetting the NEXT K85 SMA Motion Sensor)
Motion sensor detects motion when no one is there
What you may see:
- The app or touchscreen shows motion, sends a motion alert, or triggers an automation when no one is in the room.
Steps to fix it:
- Confirm the sensor is mounted 6 to 8 feet high, facing the intended coverage area.
- Move curtains, hanging decorations, fans, heaters, or air vents out of the detection path.
- Keep pets out of the room or use the appropriate watch mode for the customer situation.
If still not working, contact us for assistance.
Motion sensor is too sensitive
What you may see:
- Pets or moving objects trigger the sensor too often.
Steps to fix it:
- Confirm the sensor model supports pet immunity and the pet weight limit.
- Keep pets off furniture in the covered area.
- Reposition the sensor so it does not face stairs, furniture, windows, fans, vents, or direct sunlight.
- If still not working, contact us for assistance.
Motion sensor does not detect far away movement
What you may see:
- The sensor detects nearby motion but does not detect movement at the expected distance.
Steps to fix it:
- Wait two minutes with no movement in the room, then walk at the outer edge of the expected coverage area.
- Reposition the sensor to face the full area.
- If the issue continues, restart the sensor and retest.
When properly installed, the NEXT K85 SMA Motion Sensor should detect movement up to 40 feet away and the XHS1-TY Motion Sensor should detect movement up to 50 feet away. Make sure the motion sensor is installed correctly.
If still not working, contact us for assistance.
Motion sensor does not light when motion occurs
What you may see:
- The LED does not turn on when the customer walks in front of the sensor.
Steps to fix it:
- Check the app or touchscreen status because the sensor may still report motion even when the LED does not light.
- Wait two minutes before retesting because the sensor sleeps briefly after motion to save battery.
- For NEXT K85 SMA, confirm the LED jumper is set to ON if the customer expects the LED to light.
NEXT K85 SMA Motion Sensor
For the LED to light, the LED jumper switch inside the sensor must be set to ON, which is the default setting. If you didn't change this jumper setting, the LED should light when the sensor is triggered.
If you changed the jumper to OFF, change it back to ON. The ON setting uses more battery power, but you can still expect the battery to last for about three years.
XHS1-TY, XHS1-UE, or UEHM2AZ0/H74470BA00-0004 Motion Sensor
- When the sensor is triggered (detects movement), it notifies your system and then goes to sleep for two minutes to conserve battery power.
- It won't detect further movement and the LED won't light during this time.
- Wait for two minutes and then see if the LED lights when the sensor is triggered.
- The XHS1-TY does not have an LED jumper switch.
If still not working, contact us for assistance.
Motion sensor will not pair
What you may see:
- The sensor is not detected during setup, pairing fails, or the app does not show the sensor.
Steps to fix it:
- Confirm that the battery tab is removed.
- Move the sensor within 10 to 15 feet of the gateway, hub, or touchscreen.
- Restart pairing in the Xfinity app
- If needed, reset the sensor to factory settings and try again.
If still not working, contact us for assistance.
Motion sensor battery is low
What you may see:
- The app or touchscreen shows a low battery alert.
Steps to fix it:
- Replace the battery within two weeks of the alert.
- After replacing the battery, confirm the alert clears in the app or touchscreen.
If still not working, contact us for assistance.
Touchscreen displays a tamper message
What you may see:
- The touchscreen shows a tamper message for the motion sensor.
Steps to fix it:
- Confirm that the battery compartment and cover are fully closed.
- Remove and reinsert the battery.
If still not working, contact us for assistance.
Touchscreen displays a communication lost message
What you may see:
- The touchscreen displays a communication lost message for the motion sensor.
Steps to fix it:
- Restart the sensor by removing the battery, waiting a few seconds, and reinserting the battery.
- If the message remains, replace the battery.
- Confirm that the touchscreen was not moved from its original installed location.
If still not working, contact us for assistance.
Xfinity app displays a motion sensor offline message
What you may see:
The Xfinity app shows the motion sensor as offline or not detected.
Steps to fix it:
- Restart the sensor. If the message remains, replace the battery.
- Check whether the gateway was moved or whether large objects were placed between the sensor and gateway.
- Return the gateway to its original location or clear the path, then check the app again.
If still not working, contact us for assistance.
Additional information
Visit our Online Support Center to find common solutions.
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