slanning121's profile

New Poster

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3 Messages

Tuesday, October 12th, 2021 2:53 AM

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How do I delete Offline Devices that show in Offline Devices but they are online and pingable?

I have an ADT home security system with cameras.  Before this new garbage of doing things through the XFinity website or app, I managed everything well right from the router.  Now for whatever reason, my ADT cameras are showing in the Offline Devices section, but the device is online, pingable and I can access the cameras from my computer.  I need to configure port forwarding for them, but since the device is not found as being online for whatever reason, I can't enable port forwarding directly to the IP address without selecting something from the list and that's ridiculous.  I've confirmed the IP and MAC address are both correct, so I do not know why the router thinks the device is offline.  So, I wanted to delete it and recreate it with the static IP, but as usual, that is not an option.   Comcast, why have you made this so difficult?  I've seen this issue with other people and they never get a straight answer.  Just tell me two things - 1.) How does a device that is online and pingable end up on the Offline Devices list?   and 2.) How do I remove devices from the Online or Offline Devices sections?   Thank you.

Problem Solver

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909 Messages

4 years ago

Hello, @slanning121. Thank you for coming here to our forums for assistance with the cameras showing as offline. To confirm, are any other connected/online devices showing as offline or is it only the cameras? Please check out this link for steps on how to manage registered devices. 

New Poster

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3 Messages

@XfinityStephanieK​ Hello!  It's 5 months later and we still have the issue.  Yes, there are quite a few systems that are showing as offline, but most are actually offline.  I need the ability to delete them so I can add new devices with the same IP the old ones had.  The cameras are still showing as offline.  I've selected using DHCP and a Static IP but it still says it's offline.  The DVR is pingable and I can reach it via HTTP.  I think I turned off IPv6 since I read that IPv6 is not supported, but I use an IPv4 address to connect to the web console.  I'll check your link again, but the DVR is hard wired, not a WiFi device.  I am about to drop your modem and use my Netgear Nighthawk modem and router instead.  This new set up is great for new people, but a nightmare for experienced people like me.

Official Employee

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2.5K Messages

Hello @BleachX! Can you tell me which Xfinity gateway you are using? Have you tried following these instructions:

 

How to Remove or Rename Registered Devices

To remove or rename a device registered to access Xfinity WiFi hotspots:

  1. Sign in to My Account or the My Account app and click or tap the Services tab/icon.
  2. From the Services page, under Internet, click Manage Internet.
  3. Scroll down to Xfinity WiFi Hotspot Connected Devices and click Manage Devices.
  4. Click Rename to edit your device name.
  5. Click Remove to remove your device from the list of registered devices. A confirmation message will appear.
    Note: If you've reached your limit of 10 registered devices, you must remove a device before you can add another.

 

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