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home app not working error 11311

New Poster

home app not working error 11311

My Xfinity Home app is not working. Will not allow us to disarm the system. Tried to disarm from my smartphone, would not work, tried to disarm from my husbands phone, same problem, would not disarm. Get the same error message, 11311. Unable to determine if the home is armed or not while away from home. Can manually arm to leave but not able to disarm when returning home or determine if a breach were to happen if we would be notified.

Official Employee

Re: home app not working error 11311

Hi Rodriguez4743 -- 

 

We believe the trouble you are experiencing may be due to the wider issue posted in this pinned thread: http://forums.xfinity.com/t5/XH-Mobile-App/Intermittent-Issues-with-Xfinity-Home-Mobile-App/td-p/253...

 

We'd like to know if you are still experiencing these issues.  If so, then we can proceed to open a ticket.

 

Thanks!

 

Rachel




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New Poster

Re: home app not working error 11311

Hi Comcast,

 

I am also getting the same error message # with the same issue with the app.  Are your engineers still working on it?

 

Thanks,

Taylor

New Poster

Re: home app not working error 11311

Hi Comcast we are having the same issue. Non of our apps are working.
New Poster

Re: home app not working error 11311

i am also having same issue, i tried uninstall app and re install it however it didnt work

Official Employee

Re: home app not working error 11311

Hi tdub1, sophiaB1 & karibuchibabu - 

 

The issue we were experiencing previously is resolved.  I have opened tickets for each of you & will follow up with you here.

 

Thanks!

 

Rachel




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New Poster

Re: home app not working error 11311

We are having the same issue - I can not arm my system through the App. I'm getting Error# 11311

 

What are our next steps?

 

 

New Poster

Re: home app not working error 11311

Actually - it seems that the alarm DOES arm, but any activity in the app delivers the Error#11311. When I close and open the app, I see that the alarm is armed or disarmed, depending on the action taken. But EVERY action first delivers the Error message and I have to close the app and reopen it to see that the system is armed or disarmed. 

New Poster

Re: home app not working error 11311

Having similar issue as stated in previous comments. 11311 error from mobile app, but all status of internet and home devices in green from xfinity status page
New Poster

Re: home app not working error 11311

Have the same issue as the rest with error 11311 when turning lights on or off. Cameras do not work either.
New Poster

Re: home app not working error 11311

Xfinity Home app error code 11311 is coming up when I try to arm the alarm and adjust the thermostat as well. So pretty much the entire app is not working.
Official Employee

Re: home app not working error 11311

Hi mobrose, mcdean & mike743 - 

 

I've opened tickets for each of you.

 

Thanks!

 

Rachel




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New Poster

Re: home app not working error 11311

With that ticket, all is right with the Xfinity Home App now.
Good job guys (ladies too implied).
New Poster

Re: home app not working error 11311

Hi Comcast,

 

My app is still not working and still showing the error.


Thanks.

New Poster

Re: home app not working error 11311

My app isnt working i get error code 11311

 

Thank you

New Poster

Re: home app not working error 11311

Hi everyone,

 

I was able to fix the problem after several days of it not working.  I have a Comcast Security Netgear Router.  (I have my own modem, so Comcast needed to install the Router to get Home Security working.)  I unplugged the power plug on the router from a power strip and then plugged it directly into the wall.  This solved both the 11311 arm/disarm issue as well as Camera connectivity issue (camera not connection to the app or on website).  For some reason simply rebooting by turing power on and off did not seem to help, but disconnecting it from the power strip and plugging it in directly to a wall outlet did.  (I read something like this on another forum thread....I don't understand why this would make a difference but it did.)  I hope this works for others.

 

 

Official Employee

Re: home app not working error 11311

Mike743 - 

 

Happy your issues have been resolved!

 

Thanks!

 

Rachel




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Official Employee

Re: home app not working error 11311

Hi tdub1 - 

 

Just private messaged you.  Feel free to disregard.  Happy you were able to get your system working again.  Please reach out if you have any other issues.

 

Thanks!

 

Rachel




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Official Employee

Re: home app not working error 11311

mrabelo - 

 

I've opened a ticket on your behalf.

 

Thanks, 

 

Rachel




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New Poster

Re: home app not working error 11311

I unplugged device counted to 10. Replugged in device and it is working as of this morning around 8:15
Official Employee

Re: home app not working error 11311

mcdean - 

 

Thanks for letting us know!

 

Rachel




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New Poster

Re: home app not working error 11311

I too am having the error code I have not been able to do anything through my alarm app for a week. error code 11311
Official Employee

Re: home app not working error 11311

Hi Wardajamilla - 

 

I've pulled up your account & am no longer seeing 11311 errors.  Can you let me know if you are still experiencing this issue?

 

Thanks!

 

Rachel




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New Poster

Re: home app not working error 11311

I'm VERY frustrated that the mobile app is no longer working!! Especially since I reply on it to watch and check up on my kids while they're at home with the babysitter however I'm getting a 43401 error code. Please fix this ASAP.
Official Employee

Re: home app not working error 11311

Hi MVelazquez28 - 

 

I pulled up your account & see that a username other than the primary is being used when trying to sign in.  This is the source of your error.  I will private message you to provide you with the correct username to use when signing in.  

 

Thanks!

 

Rachel




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New Poster

Re: home app not working error 11311

I'm experiencing these errors on my ipad. I have to exit the app and re-open to disarm or arm. It's a annoying work around. And to arm it as stay it takes 2 minutes?! When I arm and put my code in, it says nothing. I have to exit nod then get the error. Then enter again to activate my initial ask.
Official Employee

Re: home app not working error 11311

Hi hdsteiner - 

 

I pulled up your account & see 11311 errors.  I'd like to open up a ticket on your behalf.  A tech may reach out to you for further troubleshooting.  I will follow up with you via the forums.

 

Thanks!

 

Rachel




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New Poster

Re: home app not working error 11311

Has there been any progress in resolving this issue, as I see this post started a month ago and I am still experiencing this 11311 error on my mobile app when I try to change the status of my alarm system?

Official Employee

Re: home app not working error 11311

Hi MrCloud9guy - 

 

The wider issue that had been causing the 11311 errors around 6/9 has been resolved.  The following replies are users receiving the same error code for various reasons.  I have opened tickets & worked with them individually to get their issues resolved.

 

I have pulled up your account to troubleshoot & I see the 11311 errors.  I will open a ticket on your behalf.

 

Thanks,

 

Rachel




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Official Employee

Re: home app not working error 11311

Hi hdsteiner - 

 

I pulled up your account & see that a tech was able to reach you.  I see no 11311 errors since troubleshooting.  Has your issue been resolved?

 

Thanks!

 

Rachel




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Contributor

Re: home app not working error 11311

Hi Comcast,

Exactly same issue.  Error #13111 on iOS app and other failures onany browser.  Extreme inconvenience today.  I am away and needed to give access to a service person...because I could not disarm, had to cancel appointment and now am $200 in the hole.  Will Comcast cover me?

 

If it is a known error why doesn't someone say so...and what don't the support people know right away...and why isn't there a global fix?

Official Employee

Re: home app not working error 11311

Hi David - 

 

I understand your frustration & I apologize for the inconvenience.  I have pulled up your account & would like to open a ticket on your behalf so a tech can reach out to you directly & work with you to get this resolved.

 

Our error codes give us an indication of what is going on for users, but to troubleshoot forums issues we pull up every account individually.  The installation and unique configuration of each users system and home can make a significant difference in terms of troubleshooting and make providing a global fix a bit more challenging, particularly when it comes to communication and timing issues.  We do gain information from resolving each ticket & bring this information back to our developers to help reduce overall errors.

 

Thanks,

 

Rachel




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Contributor

Re: home app not working error 11311

Thanks Rachel, after some frustrating conversations, I managed to get a tech appointment for next Monday.  Hopefully he/she will figure it out.  Stay tuned and will go from there.

Thanks

Official Employee

Re: home app not working error 11311

Hi David - 

 

Thanks for checking back in.  I see the truck roll scheduled & will follow up with your ticket once that has been completed.

 

Thanks,

 

Rachel




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Contributor

Re: home app not working error 11311

Hi Rachel,

 

Excellent technician came by and went through the whole thing. Though nothing definitively wrong, he felt that maybe sometimes the 10-year-old netgear router provided by XFinity home was intermittently failing to communicate with the touchpad.  He swapped the wifi connection to go directly to the XFinity Modem/Router.  For now, seems to work.  But this problem popped out of nowhere, so holding my breath.  Will keep testing sporadically.

 

Since you've been so helpful...I have separate question: Last few months I have been billed $10 for my voice/data modem and another $10 for wireless gateway.  This extra charge appeared suddently.  Does not make sense since it is the same device.  I was billed even for months when i was in bridge mode using my own Apple router.  I am about to call Comcast billing but those calls are always frustrating; maybe you can resolve it for me.

 

Thanks,
David

Official Employee

Re: home app not working error 11311

Hi David - 

 

I'm really happy your experience with the tech visit was positive & he was able to get things working for you.  Please reach out to me again if you need further assistance regarding your Xfinity Home system.

 

I work directly with the Xfinity Home team, but I've passed your information along to another team who may be able to help with your billing inquiry.

 

Thanks,

 

Rachel 




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Official Employee

Re: home app not working error 11311

Hi David - 

 

I was about to get in touch with the other team & they let me know they were able to remove the charge from your account.  He also replied to you directly on your other thread:

 

http://forums.xfinity.com/t5/Billing/Re-Wireless-Gateway-Rental-fee-valid/m-p/2561682

 

Thanks!

 

Rachel




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Contributor

Re: home app not working error 11311

Thank you!

New Poster

Re: home app not working error 11311

We too are having the Bypass Error #11311 as well with all of our iphone apps.

New Poster

Re: home app not working error 11311

We are also receiving an error and cannot view our camera or arm/disarm from the app. We've Uninstalled and reinstalled the app too

Official Employee

Re: home app not working error 11311

Hi Limbo_Rocks & AJDYKAST - 

 

I've pulled up your accounts to troubleshoot & I see the 11311 errors.  I will open a ticket for each of you.

 

Thanks,

 

Rachel




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New Poster

Re: home app not working error 11311

Having the same problem.   Get thermostat error #11311.  Intermittant.  Often says the current temperature is 45F.   Please help.  Thanks.

Official Employee

Re: home app not working error 11311

Hi ecquilter - 

 

I've opened up a ticket on your behalf.

 

Thanks,

 

Rachel




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Official Employee

Re: home app not working error 11311

Hi ecquilter - 

 

I see a truck roll was scheduled to resolve your issue.  Are you still experiencing this problem?

 

Thanks,

 

Rachel




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New Poster

Re: home app not working error 11311

I'm getting the 11311 error and can't arm my system from the home app
New Poster

Re: home app not working error 11311

Im getting 3 different codes now. 11311, 42500, and 11101. I'd really like to be able to arm my system.
Official Employee

Re: home app not working error 11311

Good morning.  We apoligize for any inconvenience that you're experiencing.  We are actively working to resolve an issue with the XHome service and will have it resolved as soon as possible.  I'll post an update to this channel as soon as the issue is resolved.




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New Poster

Re: home app not working error 11311

Thank you very much!
Official Employee

Re: home app not working error 11311

Hi Stlewie51 -

 

We believe to have found the source of the recent issues & I posted an update to the pinned thread.  I have already checked back into your account & see that you have not been experiencing these errors recently.  Are you experiencing any other issues?

 

Thanks,

 

Rachel




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home app not working error 11311

please help error 11311 - app issues, possibly the bridge router issue??

 

please advise - 

 

Kj