Support XFINITY Home XFINITY Home - Secure: Troubleshooting Your Touch Screen

Introduction

Learn what to do when you have problems with your XFINITY Home Touch Screen.

What You’ll Need

  • XFINITY Home - Secure
  • Access to your XFINITY Home Touch Screen
Difficulty
Easy

What Problem Are You Having?

Internal Troubleshooting for Touch Screen

  1. Press the Home button or one of the side buttons on the Touch Screen to make sure that it is not in sleep mode. Make sure that the Touch Screen is plugged into a working power outlet that is not controlled by a light switch.
    • If it is plugged in, unplug the Touch Screen from the power outlet, wait a few seconds and then plug it back in.
    • If it is not plugged in, the Touch Screen is running on battery backup and the display will automatically turn off to conserve battery life. Plug the Touch Screen into a working power outlet that is not controlled by a light switch.
  2. If the Touch Screen still does not turn on, please contact us.

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The Touch Screen Display is Poor or Disoriented

  1. Unplug the Touch Screen from the power outlet, wait a few seconds, and then plug it back in.
  2. If the Touch Screen display does not improve, please contact us.

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The Touch Screen Displays - ACTION REQUIRED: LOST NETWORK CONNECTION

Uh-oh! The ACTION REQUIRED: LOST NETWORK CONNECTION message means your broadband and cellular connections are offline. We’ll try to reestablish the connection and get rid of that message.
The "ACTION REQUIRED: LOST NETWORK CONNECTION" message appears in the top corner of the screen and has a red triangle to the left of it

Check The Basics

  1. Make sure the Touch Screen is plugged into a working power outlet that isn’t controlled by a light switch.
  2. Make sure the power cable is plugged securely into the back of the Touch Screen.
  3. Make sure the Touch Screen is in its originally installed location. You should never move the Touch Screen from its original location.
  4. Reboot the Touch Screen.
    • On the Home screen, tap Settings.
    • Enter your master access code.
    • On the Settings screen, tap Advanced Settings.
    • On the Advanced Settings screen, tap Reboot Touch Screen.
    • Enter your master keypad code.
Run Diagnostics

Try the quick fixes above. Still seeing the ACTION REQUIRED: LOST NETWORK CONNECTION message? Let’s run some diagnostics.
  1. Tap the ACTION REQUIRED: LOST NETWORK CONNECTION message.
  2. Tap OK for more instructions.
    The Troubles screen; "OK" is to the right of the "ACTION REQUIRED: LOST NETWORK CONNECTION" message
     
  3. Read the on-screen message about the impact of being offline. When you’re ready, tap Next to start the troubleshooting tests.
    The Troubles screen; "Next" is on the bottom right of the screen and to the left of it is "Back"
     
  4. We’ll start by testing your router/gateway connection. If this test passes, you’ll see a green check mark and your Touch Screen automatically moves on to the next test.

    If you see a red X, follow the on-screen instructions, ending with tapping Reboot Touch Screen.
    The Troubles screen; The red X will be to the right of "Testing Router/Gateway Connection" and "Reboot Touch Screen" is on the bottom of the screen
     
  5. Now let’s test your Internet connectivity. If this test passes, you will see a green check mark and your Touch Screen will automatically proceed to the next troubleshooting step.

    If you see a red X, follow the on-screen instructions, ending with tapping Reboot Touch Screen.
    The Troubles screen; The checkmark or red X will be to the right of "Testing Internet Connectivity" and "Reboot Touch Screen" is on the bottom of the screen.
     
  6. So far, so good. Let's finish up by testing your server connectivity. If this test passes, you'll see a green check mark.

    If you see a red X, tap Reboot Touch Screen.
    The Troubles screen; The checkmark or rex X will be to the right of "Testing Server Connectivity" and "Reboot Touch Screen" is at the bottom of the screen
     
  7. Once your system passes all tests, tap Next to end the diagnostics.
    The Troubles screen; If your system passes all tests you will see checkmarks to the right of everything. "Next" is on the bottom right of the screen.
     
  8. Check to see if the ACTION REQUIRED: LOST NETWORK CONNECTION message has gone away. If not, see XFINITY Home Touch Screen Has Lost Its Network Connection for a video that has more troubleshooting steps. If the message is still there, call 1-800-XFINITY for technical support.
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Find this article at:

http://customer.xfinity.com/help-and-support/home-security/troubleshooting-touchscreen-issues/