lkpolovchik's profile

Regular Contributor

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304 Messages

Sun, Dec 27, 2020 8:00 AM

Questions about camera recording

First, I'm trying to text a question from my Home app and I approved via a fingerprint. The approval expired. This happened on both my iPhone and iPad. What is the point of the security of the fingerprint and what is the point of the app if it doesn't help when I need access to it.

Second, I'm trying to decide between a video doorbell for my back porch or another Xfinity secuty camera. I want to be able to have the camera record, not 24/7 but only when the security system is armed in any mode.  I don't see that anywhere is my choices of automation nor do I see it in a scene I can create. 

Calling and waiting on hold only to have a rebot reboot my router when I only want to access a person a technical question is time consuming and ridiculous Thus, I'm here.

Any help would be appreciated. Thank you 

 

Responses

lkpolovchik

Regular Contributor

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304 Messages

6 m ago

That’s helpful but I still can’t initiate a chat from my home app. I get I message to sign in. I did but my fingerprint times out. My fingerprint works for my iPhone. I have this issue on my iPhone and iPad.

Official Employee

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406 Messages

6 m ago

lkpolovchik -

 

Currently, the xCam2 does not support rules.  If this is the model of camera you have, you will not see rules for that camera in the Xfinity Home App.

 

The  iCam2 and original xCam do support rules - but not exactly what you are looking for.  You can set rules for these cameras to turn on or off a certain times of the day or days of the week, and only under certain arming states if you desire.   So for example, I could set a rule to turn on my xCam at 10:00pm Mon-Fri but only if my system is Armed Stay or Away, and then set another rule to turn off my XCam at 9:00am Mon-Fri but only if my system is Disarmed.

 

If you order a camera from us, you will receive an xCam2.  The xCam and iCam2 are still readily available form 3rd party resellers (Amazon, eBay, etc) and provide a high quality HD Picture.  I would not suggest purchasing older models like the original iCam - while this is still compatible, you will likely not be as happy with the picture quality.

 

I know you and others want some additional flexibilty with rules as well as additional hardware compatility, such as an securely integrated doorbell - I do too!   I hope to have some good news to share along those lines in 2021.  Xfinity Home is already one of the most secure and robust security systems around - we will continue to make security of our devices our priority as we look to further enhance the system in the future... more good stuff to come!!

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Official Employee

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406 Messages

6 m ago

I'm not sure what could be causing the issue with being able to chat - but if I had to guess, it sounds like your fingerprint might not be properly passing your credentials over to the Xfinity Assistant, which is what handles the chat session.

 

It might help to temporarily turn off the Fingerprint option within the App and then sign out.  Once signed out, visit Xfinity.com and reset your password.  Sign back in to the App with the new password, turn the fingerprint option back on and then try to initiate a chat.  I find that this type of fix words across a number of different apps when things like this become out of synch.

 

If that doesn't work, you might want to post in our Xfnity Home Apps forum - an expert there may be able to assist further! 🙂

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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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lkpolovchik

Regular Contributor

 • 

304 Messages

6 m ago

My fingerprint is working for everything else on my iPhone and iPad, banks, shopping, etc. I figured out a way to bypass and give a six digit code. I've never needed to  use a code or fingerprint for chat before. I've used chat for support to self install a motion sensor a month or so back and I didn't have this problem.  The chat assistant wanted me to log into my account which I see no need to do to chat for technical support and questions. It's obviously understood that I've already logged into my Home app which by the way I've never requested to use a fingerprint. I already have 2FA. Now I can't figure out how to shut that off. 

lkpolovchik

Regular Contributor

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304 Messages

6 m ago

The fingerprint option is off and always was off. By the way, I did finally get to talk to someone from Home to add another camera. I was told that the new camera has a motion sensor on it, but I don't see that on the equipment page for Xfinity Home. 

Official Employee

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406 Messages

6 m ago

Hmm... that sounds like maybe your device attempting to use a stored password linked to your fingerprint.  Are you manually typing in both your username and password, or choosing from a list of usernames that pop up when prompted?  If you have the ability to manually type both, I'd give that a shot.

 

Our cameras don't have hardware sensors that detect motion, rather they use software to detect motion on based on the video that is being captured.  That is what will then trigger motion events that you see within the app and subscriber portal. The software uses Artificial Intelligence to go further and detect whether the motion was triggered by a person, vehicle or pet as well.

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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Solution.tick

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