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Troubleshooting your Rogers Xfinity Video Doorbell

Having issues using your Rogers Xfinity Video Doorbell (Wired)? Follow these tips to troubleshoot and resolve common doorbell camera issues. 

Ignite Video Doorbell _EN

 

Rogers Xfinity Video Doorbell (Wired)
  • HD Lens: Supports HD video.​
  • Microphone: Designed to capture ambient sound and to support two-way conversation.​
  • Light Sensor: Helps detect daytime and nighttime transitions to support night mode operation.​
  • IR LED: Used to support night mode operation.​
  • Doorbell Button: Rings the indoor wired chime. Provides notification when pressed.​
  • Speaker: Used for two-way conversation.

Quick troubleshooting tips

The doorbell camera connects to the internet via your home Wi-Fi network. If it goes offline, try these solutions to repair the connection.

  • If your doorbell camera is hardwired, reset it by removing the trim plate and inserting a pin into the reset pinhole then gently pressing the button and immediately releasing. (Remember to put the trim plate back when done.)
    • Note: If you press the button for more than 10 seconds, it will reset your device and a technician will be required to fix it.
  • Make sure your home Wi-Fi network is working.
    • On another device (like your smartphone), connect to your home Wi-Fi network and attempt to load a web page.
    • If you have a bad connection, make sure your Rogers Xfinity Gateway is located in a central location, off the floor and not blocked by furniture or objects.
  • Restart your Rogers Xfinity Gateway.
  • Make sure you have the latest version of the Rogers Xfinity App.

  • Check for Wi-Fi interference from other connected devices. You can do this by unplugging all your devices from your Wi-Fi network, then reconnecting them one at a time. Check your doorbell camera's connection after each reconnect. 

For more in-depth troubleshooting tips, see below. Still having issues? Contact us. 

Issue: 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. 

  1. 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. 

  1. If there's still no power to the outlet, try relocating the power adapter and camera to a different electrical outlet that's working. 

 

Issue: 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. 

  1. Ensure the location has strong WiFi coverage by testing a different WiFi device in that location. 

 

Issue: 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 app.  

  • Alternating amber and red: Insufficient voltage.  

  • Blinking green: This indicates that the software for the Video Doorbell isn't the correct version and can typically be fixed with a device reset.  

Understanding the Video Doorbell 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 

 

Issue: 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 don't 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. 

  1. Reset the Rogers Xfinity Video Doorbell.  

  1. If the issue isn't resolved, perform a factory reset. 

  • Note: Following this step, the device will need to be re-activated in the Rogers Xfinity 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. 

  1. 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. 

  1. 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. 

  1. If the issue is only on a set-top box, reboot the set-top box, then test the live feed again. 

  1. Check if there are any physical obstructions that are impeding the camera. If there are no obstruction, try moving your Rogers Xfinity Gateway. 

  1. If the issue isn't resolved, perform a factory reset.  

  • Note: After this step, the device will need to be re-activated in the Rogers Xfinity app. 

 

Issue: Missing motion events 

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

  1. Confirm that the doorbell is capturing the desired field of vision. 

  1. Ensure that motion events aren't filtered. 

  • Motion events can be filtered to show only specific types. Ensure you've cleared filters and are seeing all motion types. 

  1. Confirm that your Camera Area isn't limiting your motion capture. 

 

Issue: 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. 

  1. If the issue isn't resolved, factory reset the doorbell camera.  

  • Note: Following this step, the device will need to be re-activated in the Rogers Xfinity app.