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Window sensor shows low battery warning after battery replacement

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Regular Visitor

Window sensor shows low battery warning after battery replacement

I have replaced the battery in my Sercomm XHS2-SE Window with a known good battery, but I am still getting the low battery indication.

Regular Visitor

Re: Window sensor shows low battery warning after battery replacement

I'm having the same problem.  I received a low battery warning for one door sensor, replaced the battery with a new one, the low battery message never cleared, and so I replaced the battery wiht another new one.  The low battery warning never resolved.  Then I got a low batter warning for a window sensor, I replaced that battery with a brand new one, and that low battery warning never resolved either.  Both sensors are working fine, but now I've still got two low battery warnings on my touchscreen.  I did a Xfinity customer support chat and they rebooted my modem, my router, my touchscreen, etc. and nothing worked.  I'd really like to have an Xfinity Home expert get involved in this thread because I think there are a lot of people having this problem.

Official Employee

Re: Window sensor shows low battery warning after battery replacement

Hello, did you clear the error from the the touchscreen? This can be done from the top left corner, there should be an icon appearing, tap the icon, and you will get a screen showing the errors. Check mark the error and select done, this should clear the error for the battery.  

Regular Visitor

Re: Window sensor shows low battery warning after battery replacement

@ComcastShane -- there is no way to "check mark the error and select done" on any screen on the touchscreen.  Is this maybe something you can do with technician login?  I still have two sensors showing low battery alerts even though I have replaced the batteries in both of them.  These are the only sensors I have had to peform battery replacements for since I got the system, so it's not like I have replaced batteries in sensors in the past and the alert has cleared.  There is clearly something going on with the system.

Valued Contributor

Re: Window sensor shows low battery warning after battery replacement

Did you reboot the touchscreen.  This is often required to clear the warnings.

Regular Visitor

Re: Window sensor shows low battery warning after battery replacement

I rebooted the touchscreen.  Customer support rebooted the touchscreen.  Then they rebooted the modem, and then the router, and then the touchscreen again.  Nothing cleared the low battery alerts.

 

I replaced the batteries about 4 weeks ago at this point and the door/window sensors are working fine, except I still have the low battery warnings.  There has to be a way to clear these warnings...

Regular Visitor

Re: Window sensor shows low battery warning after battery replacement

@ComcastShane or anybody else from Comcast -- can I get a reply to this issue?  I stil have the same problem even after several months.  The sensors I replaced the batteries in are working fine.  The problem is that the low battery alerts just won't clear.  Is there a solve for this?  Please help, because I'm about to get rid of the entire Xfinity Home system due to this issue...

Silver Problem Solver

Re: Window sensor shows low battery warning after battery replacement


@scottjudy wrote:

@ComcastShane or anybody else from Comcast -- can I get a reply to this issue?  I stil have the same problem even after several months.  The sensors I replaced the batteries in are working fine.  The problem is that the low battery alerts just won't clear.  Is there a solve for this?  Please help, because I'm about to get rid of the entire Xfinity Home system due to this issue...


I've had luck calling XHome service 1-877-298-0874


I am not a Comcast employee; I am just a customer, volunteering my time to help other customers here in the Forums.
Regular Visitor

Re: Window sensor shows low battery warning after battery replacement

I finally found the solution to this issue.  I had a Comcast tech come over today and we tried several different thing.  The successful outcome was very simple.  When you get the low battery warning for one of your sensors, make sure you move the touchscreen to an area relatively close to the sensor before you change the battery.  I'm not sure why, but the connection to the touchscreen needs to be a lot stronger to clear the low battery warning after you change the battery than it needs to be for regular, everyday operation.  Once we move the touchscreen close to the sensors that hadn't cleared their low battery alerts, we just took the batteries out of the sensors and then re-installed them.  With the touchscreen close when we did this, the low battery alerts cleared immediately.

 

Hope this helps some other people that have been having this issue.  It took me months to get this figured out.