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Support Home Control XFINITY Home Control - Help with Your Indoor/Outdoor Camera

Introduction

Please read below for installation instructions and troubleshooting steps for the Indoor/Outdoor Camera for our XFINITY Home Control product.

If you have a TouchScreen, click here.

If you do not have an XFINITY Home product or a Hub, please click here.

Installation Instructions

To install your Indoor/Outdoor Camera on an exterior surface, please use the instructions below.

Required Tools

  • Phillips screwdriver
  • Drill that supports a 1/4-inch concrete drill bit
  • 9/64-inch high-speed drill bit
  • Hammer drill for harder surfaces
  • The necessary screws and mollies/anchors are included with the camera

Camera Mounting Techniques

Stucco Mounting

  • Make sure you are aware of what exists behind the stucco before drilling. Most exterior walls are attached to a layer of sheathing (board-plywood-OSB).
  • In order to drill a neat hole, use a masonry-type bit (1/4-inch for the #8 blue molly). If there are several holes to be drilled, a low-cost diamond bit from a local hardware store is an economical solution.
  • Older stucco may require a hammer drill to penetrate. Two #8 mollies and #8 screws will be more than adequate to hold the camera to the wall.

Brick Wall Mounting

  • How the camera is mounted to a brick wall is dependent on the age of the brick; the older the brick, the more fragile it is.
  • There are two approaches to mounting:
    • Older Brick: Requires targeting the grout lines of the surface - a 1/4-inch masonry bit will work with the #8 blue molly and #8 screw.
    • Newer Brick: Usually permits drilling into the brick itself - a 1/4-inch masonry bit will work with the #8 blue molly and #8 screw.
    • Note: Hammer drills may crack the grout and/or brick and should be avoided in these installations.

Rock Wall

  • A flat surface is required for the base of the camera.
  • A hammer drill and masonry bit are required to drill the 1/4-inch hole for the #8 blue molly; a #8 screw should be used to secure the camera to the wall.

Hardi-Plank Siding

  • Should not require the use of blue molly anchors; the #8 screws should be more than adequate to secure the camera to the wall.
  • Note: Standard drill bits will become dull very quickly drilling into this dense material.

Vinyl Siding

  • Should not require the use of blue molly anchors.
  • Caution must be taken to avoid over-tightening the camera base to the siding as it might crack, particularly in cold temperatures.

Troubleshooting the Indoor/Outdoor Camera

Please view the common problems and possible solution to troubleshoot your indoor/outdoor camera.

The Indoor/Outdoor Camera will not pair.

  • Ensure the Indoor/Outdoor Camera has been powered up for over three minutes.
  • Ensure the Indoor/Outdoor Camera is plugged into the LAN port on the Hub.
  • Follow the reset instructions for the Indoor/Outdoor Camera located below.

The Rubber Weather Seal Will Not Fit Over the End of the Ethernet Cable on the Indoor/Outdoor Camera

The seal is only necessary if used outside. It should not be used in an indoor environment.

There are unused parts in the kit.

Some parts, like the rubber weather seal, are optional and only needed under special circumstances. Other connector cables are only used during pairing.

The Indoor/Outdoor Camera cannot be viewed.

Ensure that the Ethernet port has Internet by connecting a computer to the port and attempting to browse.

Temporarily hardwire the camera to the LAN port on the Hub. Determine if video can then be viewed.
  • If the video can be viewed, then the issue is range or interference
    • The camera may be hardwired permanently
    • The camera may be moved closer to the Hub (the maximum distance from the Hub should be less than 35 feet)

My Indoor/Outdoor Camera is taking a long time to pair with the hub.

The Indoor/Outdoor Camera upgrade is part of the pairing process. This process can take over 10 minutes. It is important that you do not attempt to cancel this process because it may result in the camera becoming unusable.

How do I reset my Indoor/Outdoor Camera?

  1. Ensure the Ethernet cable is connected to the Indoor/Outdoor Camera LAN port and the router.
  2. Locate the circular black reset button toward the bottom left on the back of the Indoor/Outdoor Camera and press it.
  3. When you hear a click, hold for 30 seconds.
  4. Let go. The lights on the Indoor/Outdoor Camera will disappear then reappear in sequence.
  5. Wait three minutes until you see the solid green light in the middle of the Indoor/Outdoor Camera.
  6. Resume pairing by:
    • Going to xfinity.com/xhportal
    • Clicking on Settings
    • Clicking on the device you would like to pair
    • Clicking on Add Indoor/Outdoor Camera

Find this article at:

http://customer.comcast.com/help-and-support/home-control/indoor-outdoor-camera-help/