Support Home Control XFINITY Home - Control: Help With Your Door/Window Sensor

Introduction

Please read below for troubleshooting steps for the door/window sensors for our XFINITY Home - Control product.

If you do not have our XFINITY Home - Control product or a Hub, please go to our XFINITY Home help page.

Installation Instructions

  1. Make sure to use the adhesive tape included with your sensor. Apply the large two-sided tape to the sensor, and the small two-sided tape to the magnet.
    the person is pulling the adhesive tape that is included with your sensor
     
  2. Clean the surface of the door/window and frame with rubbing alcohol before placing.
  3. Check the alignment of the sensor and magnet so they are not hitting each other or an object when the door/window opens or closes.
  4. Test the installation.

If Your Door/Window Sensor Shows Open, Even When the Door/Window is Closed

Visonic MCT 320:
 

  • Ensure the magnet is within half an inch of the sensor when closed. Use spacers that were included as necessary.
  • Ensure magnet and sensor align with the alignment arrows.  The narrow ends of the arrows on the magnet and sensor should be closest to each other.
  • Ensure magnet is installed parallel to the sensor, not perpendicular.

Sercomm SZ-DWS04:
 
  • Ensure the magnet is within one and a quarter inch of the sensor when closed. Use spacers that were included as necessary.
  • Ensure the magnet and sensor align with the alignment lines. The alignment lines are displayed on the front face of the sensor and magnet.
  • Ensure magnet is installed parallel to the sensor, not perpendicular.

Visonic MCT-340:
 
  • Ensure the magnet is within one and a quarter inch of the sensor when closed. Use spacers that were included as necessary.
  • Ensure the magnet and sensor align with the alignment lines. The alignment lines will be on the side of the sensor and magnet.
  • Ensure magnet is installed parallel to the sensor, not perpendicular.

If Your Door/Window Sensor Shows Closed, Even When the Door/Window is Open

Ensure sensor is not placed on the hinged side of the door.

If Your Door/Window Sensor Does Not Adhere to the Door Frame Due to Decorative Molding

Mount the magnet on the molding and the sensor on the door.

If the Door/Window Sensor Will Not Pair with the Hub

Ensure the light on the sensor is blinking three times every five seconds. If it is not, then reset the sensor using the instructions below. For initial pairing, be sure the activation tab is pulled from the back of the sensor.

If You Need to Reset Your Door/Window Sensor

Visonic MCT-320:

  1. Push in the notch on the side of sensor. Twist clockwise to pop off cover.
  2. Remove battery.
  3. Press the sensor’s small tamper switch on the same board as the battery.
  4. Hold tamper switch down for one second after the battery is re-inserted.
  5. Release switch and press it again within four seconds.
  6. Press sensor cover against base sensor until they click.
  7. To resume pairing, go to xfinity.com/xhportal, click on Settings, click on the device you would like to pair and click on Add Door/Window Sensor.
Sercomm SZ-DWS04:
  1. Remove the battery cover by pushing the bottom half of the cover downwards.
  2. Press and release the sensor’s small, black tamper switch that is located above the battery.
  3. Press sensor cover upwards against base sensor until they click.
  4. To resume pairing, go to xfinity.com/xhportal, click on Settings, click on the device you would like to pair and click on Add Door/Window Sensor.
Visonic MCT-340:
  1. Remove the battery cover by pushing the bottom half of the cover downwards.
  2. Press and release the sensor’s small, black tamper switch that is located above the battery.
  3. Press sensor cover upwards against base sensor until they click.
  4. To resume pairing, go to xfinity.com/xhportal, click on Settings, click on the device you would like to pair and click on Add Door/Window Sensor.

If the Door/Window Sensor Sends a Low Battery Indication

To ensure continuous proper operation, replace the battery within two weeks of the first low battery indication.

Pairing the Device via the Subscriber Portal:

  1. To pair any type of door/window sensor, log in to xfinity.com/xhportal, then click on Settings.
  2. Click on the Door/Window Sensors icon and click on Add Door/Window Sensor.
  3. Identify the type of door/window sensor you have, then follow the instructions provided.
    This image displays three door/window sensors
     
  4. Visonic MCT-320:
    • Confirm you have both a sensor and a magnet.
    • On the sensor, pull the battery tab from the back to initiate power up.
      battery tab is on the bottom half of the Visonic MCT-320 sensor
       
    • Within minutes, the sensor’s red light will blink three times every few seconds to indicate readiness to pair with the Hub. To continue pairing, click Next on the Subscriber Portal.
      the red light is on the right side in the middle of the Visonic MCT-320 sensor
       
    • The sensor will appear on the screen if it pairs successfully.
  5. Sercomm SZ-DWS04:
    • Confirm you have all sensor parts as indicated by the Subscriber Portal.
    • Set the sensor to pairing mode by activating the battery - null the activation strip that protrudes from the back of the sensor.
      the person is holding the activation strip on the back of the Sercomm SZ-DWS04 sensor
       
    • The LED will blink three times every five seconds (repeated for up to 20 times) to indicate that the sensor is searching for the TouchScreen.
      LED is in the bottom half of the Sercomm SZ-DWS04 sensor below the ZID number
       
    • Click Next on the Subscriber Portal.
      Note: If sensor pairing is not successful during the searching process, restart the process by tripping the contact sensor or by pressing the tamper switch.
    • The sensor will begin pairing with the Hub.
  6. Visonic MCT-340:
    • Confirm you have all sensor parts as indicated by the Subscriber Portal
    • Set the sensor to pairing mode by pulling the activation strip that protrudes from the back of the sensor.
    • The LED blinks three times every five seconds (repeated for up to 20 times) to indicate that the sensor is searching for the TouchScreen.
      LED is near the middle on the Visonic MCT-340 sensor
       
    • Note: If sensor pairing is not successful during the searching process, restart the process by tripping the contact sensor or by pressing the tamper switch.
    • The sensor will begin pairing with the Hub.
  7. Move the sensor and magnet together and apart to test the device. The Open/Closed icon will change on the Subscriber Portal:
    Open icon
     
    Screen reads "closed" and icon disappears when issue is resolved
     
To Re-Pair Your Device:
Visonic MCT-320:
  1. Remove battery.
  2. Hold down tamper switch/spring found next to the battery well.
  3. Re-insert battery and wait for LED light to turn on.
  4. Release the tamper switch/spring.
Sercomm SZ-DWS04:
  1. Hold down the black tamper switch/spring found next to the battery well.
  2. Wait for the LED light to turn on.
  3. Release the tamper switch/spring.
Visonic MCT-340:
  1. Hold down the black tamper switch/spring found next to the battery well.
  2. Wait for the LED light to turn on.
  3. Release the tamper switch/spring.

Find this article at:

http://customer.xfinity.com/help-and-support/home-control/xfinity-home-control-help-with-your-door-and-or-window-sensor/