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Visitor

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5 Messages

Thu, Apr 14, 2022 2:52 AM

Touchscreen can't find camera with new adapter

I replaced the old power adapter on my touchscreen with the new one, and now the touchscreen does not recognize my security camera. Everything is connected to my wifi and I can still see it through the app.

Official Employee

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264 Messages

1 m ago

Hi! Thank you for taking the time to send us your concerns about the touchscreen and replacing the power adapter but now the touchscreen is not recognizing your camera. This is very concerning knowing that the camera is not be recognized. I had this happen to me also so I understand what is needed to get this working again for you. Have you completed any troubleshooting before reaching to us for help on this?

Visitor

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5 Messages

@XfinityMiguel​ I tried rebooting the touchscreen, first.  When that didn't work, I tried rebooting the gateway, and then unplugging/reconnecting  the camera.  

Official Employee

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264 Messages

Ok, thank you for the additional details. Does your touchscreen display any message at all?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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5 Messages

Yes.  It says "preview unavailable"

XfinityGabby

Official Employee

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469 Messages

Thank you for the information. Do you happen to know which camera it is you are experiencing any other issues with the touchscreen? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: 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 Answer.tick

Visitor

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5 Messages

If you're asking for the model number, I don't know, but it was supplied by Xfinity as part of my security package.

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