Visitor
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9 Messages
Kwikset 916 Smart Lock
The xfinity touchscreen is not playing nicely with my Kwikset 916 zigbee smart lock. It’s pairing but it’s not locking or unlocking it. It did lock and unlock twice during the initial setup so I know the touch screen is capable of doing it. I’m also able lock and unlock it from the Xfinity app, (not the Xfinity Home app, which is where I need it.), but I cannot control it from the touchscreen. I
have followed the directions to the letter, from both Kwikset and Xfinity websites. I’ve watched several YouTube videos and read articles from people with the same issue. The bottom line is: The lock works fine, but the Xfinity products do not play well with others.
XfinityBecker
Official Employee
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519 Messages
3 years ago
Hi user_bc207e!
Sorry to hear that you're having challenges. I have a couple of Kwikset locks paired with Xfinity Home myself (the 912 and the 914) and love them!
Right now, depending on your setup, Kwikset locks should either be paired with the Touchscreen and Xfinity Home app, or with just the Xfinity App. Self-Protection customers (usually without a Touchscreen) would use the Xfinity app, whereas most Xfinity Home Pro Protection Customers (with a Touchscreen) would generally use the Xfinity Home app.
Because the lock is able to be controlled from the Xfinity app, it sounds like it may have been onboarded from that app, rather than the Xfinity Home app (or possibly it was added to both).
I would suggest unlinking the device from the Xfinity App, and deleting the device from the Xfinity Home app if you can see it there. That should also cause it to disappear from the Touchscreen - but if not, you can also delete the lock from the Touchscreen settings. I can help and provide information on each of those steps if you'd like.
Next, default the Kwikset lock to factory settings and get it back in to pairing mode. Onboard the lock from the Xfinity Home app and you should be good to go. Your lock will be able to be controlled from the Touchscreen, Xfinity Home app, or X1 voice remote.
In the future, we'll be integrating additional features for Xfinity Home Pro Protection customers into the Xfinity app - so the experience for locks will be similar for both Self Protection and Pro Protection subscribers.
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