Troubleshooting your Rogers Xfinity Video Doorbell

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Having issues using your Rogers Xfinity Video Doorbell (Wired)? Follow these tips to troubleshoot and resolve common doorbell camera issues. For help with installing your security system, visit How to install and activate your Rogers Xfinity Video Doorbell. Additional tips can be found in our Rogers Xfinity Self Protect home security FAQs.

Light sequences

The Rogers Xfinity Video Doorbell has a horizontal status LED light that indicates the current status of the doorbell.

• Blinking white light
  Setup/ready to activate/activating
• White to blue, then fade to off
  Setup complete
• White fade in
  Doorbell has been pressed
• Blue fade in
  Two-way audio has started
• Pulsing blue
  Two-way audio in progress
• Blue fade out
  Two-way audio ending
• Alternating red and amber
  Insufficient voltage
• Blinking green
  Incorrect firmware version

Doorbell camera has no power

If you’re having issues with your doorbell camera getting power, try these troubleshooting steps to restore it.

1. Check if the light on the power adapter is on.
   • If there's no light on the power adapter, confirm that it's plugged in properly to an outlet.
   • If there's still no power, confirm the outlet is active by plugging in another electrical device.
2. If the outlet doesn't have power, check if the breaker is on.
   
   • Sometimes power outlets are controlled by a power switch. If this is the case, make sure the outlet is turned on via the power switch.
3. If there's still no power to the outlet, try relocating the power adapter and camera to a different electrical outlet that is working.

Doorbell camera won't come online

If your doorbell camera won't appear as a connected device in the Rogers Xfinity (Shaw) app, it may not be able to connect to your WiFi.

1. Try restarting your doorbell camera.
2. Ensure the location has strong WiFi coverage by testing a different WiFi device in that location.
   • If this area does not have sufficient WiFi coverage, follow troubleshooting WiFi connection issues before continuing.

Light is blinking on doorbell camera

The light on the front of the Rogers Xfinity Video Doorbell will show different colours depending on the status or activity. A blinking light of any colour could mean there's a problem that needs attention. Here's how to troubleshoot blinking light issues on your Rogers Xfinity Video Doorbell:

• Blinking white: The doorbell camera is in pairing mode and needs to be activated (or re-activated) using the Rogers Xfinity (Shaw) app. Check out the steps on how to install and activate your Rogers Xfinity Video Doorbell.
• Alternating amber and red: Insufficient voltage. Please contact us for help.
• Blinking green: This indicates that the software for the Video Doorbell is not the correct version and can typically be fixed with a device reset. Go to how to reset Rogers Xfinity Self Protect devices for reset options.

Video feed issues

The Rogers Xfinity Video Doorbell provides live video and audio accessed either by the Rogers Xfinity (Shaw) app or through your set-top box. If there is a problem with the video feed, or you’re not seeing video, here are some steps that should help.

Missing live feed

If you do not have any video feed through your doorbell camera, try the following steps to get it restored.

1. Confirm the doorbell camera is receiving power by checking for a light on either the camera or the adapter.
   • If there is no light on the front, please contact us.
   • If the light is blinking white, follow the instructions on how to install and activate your Rogers Xfinity Doorbell Camera to pair the device to the app.
2. Reset the Rogers Xfinity Video Doorbell. Go to how to reset Rogers Xfinity Self Protect devices for reset options.
3. If the issue is not resolved, perform a factory reset. See how to reset Rogers Xfinity Self Protect devices to learn more.
   • Following this step, the device will need to be re-activated in the Rogers Xfinity (Shaw) app.

Poor video quality

If your doorbell camera's video quality is poor on live feed, please follow the instructions below:

1. Restart your Camera and test it again.
2. Check the feed on a second mobile device or a set-top box to confirm if the issue is isolated to only one device or all devices.
3. If the issue is only on a single mobile device:
   • Restart the mobile device and check again.
   • Reinstall the Rogers Xfinity (Shaw) app and try again.
4. If issue is only on a set-top box, reboot the set-top box then test the live feed again.
5. Check if there are any physical obstructions that are impeding the camera. If there are no obstruction, try moving your Rogers Xfinity Gateway.
6. If the issue is not resolved, perform a factory reset. Visit how to reset Rogers Xfinity Self Protect devices to learn more.
   • After this step, the device will need to be re-activated in the Rogers Xfinity (Shaw) app.

Missing motion events

The doorbell camera should capture any motion within its field of vision. Here are some tips to optimize motion detection.

1. Confirm that the doorbell is capturing the desired field of vision.
2. Ensure that motion events are not filtered.
   • Motion events can be filtered to show only specific types. Ensure you have cleared filters and are seeing all motion types.
3. Confirm that your Camera Area isn't restricting your motion capture.
   • Visit How to set Camera Area in the Rogers Xfinity app to set your desired camera area.

Learn more: Rogers Xfinity Self Protect motion events

Doorbell has power but isn't ringing

If your doorbell has power but isn't ringing when the button is pressed, please follow the steps below:

1. Re-test the doorbell button to confirm it's currently not working and check that the LED status light is on and showing blue.
2. If the issue isn't resolved, factory reset the doorbell camera. Visit how to reset Rogers Xfinity Self Protect devices for steps on how to do this.
   • Following this step, the device will need to be re-activated in the Rogers Xfinity (Shaw) app.

Related readings

• Troubleshooting your Rogers Xfinity Indoor/Outdoor Camera
• Rogers Xfinity Video Doorbell equipment information
• Rogers Xfinity Self Protect home security FAQs