Troubleshoot your Rogers Xfinity Water Sensor

Before you pair and install again, you need to:

1. Remove your water sensor from the app.
2. Factory reset your water sensor.

Now, follow these steps to pair again:

1. Open your app, then select the Home tab, then select Add smart devices and then select Set up sensors.
2. Select Get started. The app should now start setting up your Rogers Xfinity Gateway to pair with the sensor.
3. Remove the battery cover from the water sensor by lifting it from one of the tabs on the side. Correctly insert 2 AAAA batteries, while pressing the black tamper button.
   • Leave the battery cover off until you’ve completed pairing.
4. Select Begin pairing sensors and then select Next. The app will begin scanning for available sensors to pair with.
   • If your water sensor isn’t pairing, it might not be within range. Bring your water sensor closer to your Gateway.
5. To check which sensors are already paired, you can manually trip them to ensure their statuses change.
6. When the water sensor you’re trying to pair shows up in the app, select Continue.

Now, follow these steps to install again:

7. Select Begin water leak installation and then press the battery cover back onto the water sensor.
8. Select Begin installation, then select Next and then select Begin sensor test.
9. Put a small amount of water on the surface you’ll be placing your sensor. All four probes on the bottom of the sensor should touch the water, but don't submerge the sensor.
10. If a success message appears, wipe the sensor and surface dry and select Continue. Now, when the sensor reacts to a water leak or flood, you’ll be notified in the app.
11. If your sensor isn’t working, select My sensor may not be working.
12. Select Continue.
13. Give your water sensor a name. It’s best to name your sensors based on where they’re installed (e.g., “Bathroom sink”), so you know which sensor is which in the app and where the event occurred.
14. Select Done, then select Finish and then select Got it.

You’ve now successfully paired and installed your water sensor again.

Make sure the sensor is near the Gateway for the best pairing connection. 

1. In the Pairing sensors screen, where the app is Scanning for sensors, select View additional help. 
2. In the Water leak sensor help screen, select Sensor not appearing.
3. Remove the battery cover from the water sensor by lifting it from one of the tabs on the side.
4. Correctly insert the 2 AAAA batteries. 
5. A green LED light should blink once.
6. Press the battery cover back onto the sensor.
   • If the sensor was used with another system before or continues to not pair to the app, you might need to do a factory reset before pairing again. 
7. Pair and install your sensor again. 

If the issue persists, you’ll need to replace the sensor online or by contacting us.

1. Open the app. 
2. Select the Home tab and scroll down to Sensors. 
3. Select Water from your sensor options. 
4. Select the water sensor you want to remove. 
5. Select the name of your water sensor at the top of the screen. 
6. Select . 
7. Select Delete this device.
8. If you’re sure you want to remove your water sensor, select Delete. 

If you need to add your water sensor, review the steps to pair and install your water sensor again.

1. Make sure your Rogers Xfinity app notifications are turned on in your device's app settings. Also, check that Do Not Disturb isn’t enabled. 
2. From the overview tab, scroll down to the Stay in the know.
3. Select Turn on notifications. 
4. On the Push notifications screen, check that Network access and Network activity are selected. If they’re not, you need to select them both and then select Apply changes. 
5. Now, put a small amount of water on the surface where your sensor is. All four probes on the bottom of the sensor should touch the water, but don't submerge the sensor. You’ll then receive a notification.
   • If you don’t get a notification, you'll need to force stop the Rogers Xfinity app on your mobile device.
6. Open the app again and repeat step 5.

If the water sensor probes are suddenly exposed to wet conditions, they might lock into a reported leak state. To clear this: 

1. Make sure the water sensor and the area around it are dry. 
2. Take the battery cover off the water sensor by lifting it from one of the tabs on the side. This will send a tamper notification to the system. 
3. Put the battery cover back on the water sensor. The tamper state will clear, and so will the leak-detected state. 

If your water sensor is damaged after a leak or flood, you’ll need to replace it. 

If you get a Something went wrong error, select Try again. The name should be 25 characters or less and have no special characters. 

If your water sensor isn’t connecting to your Gateway, try these simple steps: 

1. Remove any large objects between the water sensor and the Gateway. 
2. Move the sensor closer to the Gateway, if possible. 
3. Move the Gateway to the most central location in the indoor space. 

If your Gateway won’t update and pair with your water sensor, select Try again. If it still doesn’t work, contact us. 

If your water sensor loses its connection after pairing, it'll show as Offline in the app. It might be because the battery cover was put back on too soon during the pairing process, the 2 AAAA batteries need to be changed, or you aren’t near your Gateway. Using your app, you’ll need to: 

1. Remove your water sensor.
2. Pair and install your water sensor again. 

1. Remove the battery cover from the water sensor by lifting it from one of the tabs on the side.
2. Take out the 2 AAAA batteries. 
3. Press and hold the small, black switch near the battery compartment while you put the batteries back in.
4. When the small green LED light on the other side of the battery compartment lights up, release the switch. The LED light will start blinking when the factory reset is complete.

If you continue to experience issues after troubleshooting your water sensor, contact us.

• Easy set up guide - Pair and install your Rogers Xfinity Water Sensor
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