How to Troubleshoot Door and Window Sensor for Cox Homelife Automation

Authored by: Support.com Tech Pro Team

1. Introduction

This guide will provide instructions on how to troubleshoot the Door and Window Sensor for Cox Homelife Automation.

2. Troubleshoot the Sensor

There are two common issues with Door and Window Sensors, identify the issue and assist the customer to troubleshoot.

1. Customers are unable to see when the sensor opens or closes through the Mobile App or Subscriber Portal
2. Instructions to troubleshoot
3. Follow the instructions below to troubleshoot the Door and Window Sensor:  
4. Ask the customer to check for other electronics that may be using radio frequencies and interfering with the sensor.
5. Remove the device and pair it again using the mobile app, click below for instructions
6. Advise the customer to try testing the sensor in another location closer to the Hub
7. Advise the customer to consider adding a Smart Plug between the Hub and the bulb’s location. The Smart Plug acts as a repeater and can improve coverage.
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9. How to remove and pair the sensor
   
10. Have the customer sign in to the Cox Homelife mobile app.
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12. On the Overview screen, tap the More tab..
    
    

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3. On the More screen, tap Manage Devices.
   
   

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3. On the Manage Devices screen, tap Add Devices.
   
   

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2. select Door/Window Sensors and push Continue twice.  
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4. Advise the customer pull the plastic tab from the sensor to activate the battery.
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6. The light will begin to blink. Once on, it will automatically enter pairing mode.
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8. Assist the customer and follow the instructions on screen to complete the process and pair the sensors
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10. Once the sensors are paired with the Homelife hub, customer can name the sensor to indicate its location.
11. If the network isn’t found after 100 seconds, the sensor will go into sleep mode and will need to be woken up to restart the pairing process. To wake the sensor up, customer simply needs to separate the magnet and sensor. 
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14. Customers see a Troubles tile on the MyHomepage on the Mobile App or Subscriber Portal
15. Instructions to troubleshoot
16. Customers see a Troubles tile on the MyHomepage on the Mobile App or Subscriber Portal
17. (Image)
18.  The message displays the issue the sensor is experiencing.
19. If the battery level is low, follow the battery replacement instructions from the guided path below:
    
    
20. How to Replace Batteries for Cox Homelife Devices
21. Clicking this shortcut will mark this step as "Completed," and if you complete the next Guided Path, this Guided Path will be completed automatically
22. If there is a Tamper message, ask the customer to confirm that the sensor cover is securely attached to the sensor base. 
    
    
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