Home app not working error 11311

My Xfinity Home app is not working. Will not allow us to disarm the system. Tried to disarm from my smartphone, would not work, tried to disarm from my husbands phone, same problem, would not disarm. Get the same error message, 11311. Unable to determine if the home is armed or not while away from home. Can manually arm to leave but not able to disarm when returning home or determine if a breach were to happen if we would be notified.

Hi everyone, I was able to fix the problem after several days of it not working. I have a Comcast Security Netgear Router. (I have my own modem, so Comcast needed to install the Router to get Home Security working.) I unplugged the power plug on the router from a power strip and then plugged it directly into the wall. This solved both the 11311 arm/disarm issue as well as Camera connectivity issue (camera not connection to the app or on website). For some reason simply rebooting by turing power on and off did not seem to help, but disconnecting it from the power strip and plugging it in directly to a wall outlet did. (I read something like this on another forum thread....I don't understand why this would make a difference but it did.) I hope this works for others.

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