On 5.6.28, and one of my Wired Circle 2 cameras has gone haywire

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MWelch

• 21 January 2019 15:58

Noticed that the camera was offline, so I went and looked, and it was alternating flashing purple for a few seconds, then flashing yellow. So I just reset it with the button, intending to add it again.

Problem is, I can't add it. I start the setup process, get to the wifi credentials screen, and the camera makes the "I found it!" sound again, kicking me back to the beginning of the flow. This goes on a bit longer, then the camera does a single cycle of purple flash/yellow flash, then back to blue pulsing, where I'm again given a 1.5 second opportunity to enter the wifi creds before the whole process starts again.

Any ideas?

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  MWelch

  • 22 January 2019 00:00

  A little more info. It's stay in the blue pulse/pairing-ready mode forever, as long as I don't try and configure it. As soon as I try to configure it, it eventually flashes purple (which I've figured out is some kind of error notification), then reboot itself (which is the yellow flashing). Then back to blue pairing pulse.

   

  I've also tried HomeKit setup. It gets pretty far, as far as switching to a light blue light, indicating that it's trying to connect to WiFi, so it's gotten the creds via HomeKit. But then it purple-crashes, and reboots, eventually getting back to the light-blue flashing.

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  Logi_Aron

  • 22 January 2019 19:04

  Can you post a video of this? A quick purple flash like that usually means a hardware failure. Likely the WiFi chip.

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  MWelch

  • 23 January 2019 01:37

  I've included a link to the video. You can see that I get the "found it" chime on the Circle a number of times (which I wouldn't expect) before it eventually goes to purple blinking and a reboot.

   

  https://www.dropbox.com/s/6fnumqzwcuwbn65/IMG_0626.mp4?dl=0

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  MWelch

  • 23 January 2019 18:18

  Should I start an RMA?

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  Logi_Aron

  • 23 January 2019 20:16

  It appears like the HW / SW is malfunctioning at the scan WiFi step. This will likely need an RMA, but if you can run a few scenarios it would help us.

  1. Can you post the MAC address so I can look it up on our side.
  2. After it fails once, can you go into the App and submit a diagnostics. This will let us see how far in the process it actually got
  3. Can you take the camera someplace else (down the street or to work), to see if it can get to the WiFi list step, or does the same thing. I am trying to see if any "weird" WiFi network was detected that is crashing the software.
  4. If (3) makes it work, and you have a Mac, can you run the following command in the "Terminal" app: /System/Library/PrivateFrameworks/Apple80211.framework/Resources/airport -s

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  iker1953

  • 23 January 2019 20:41

  I having same issue ,says I have to pair one of the cameras again, I didn’t get the Logitech subscription which ended yesterday and all my dates and videos are gone, can you please help me with the pairing, I did a reset and it’s blinking blue

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  MWelch

  • 24 January 2019 13:37

  @Aron Rosenberg? I have submitted diagnostics after recreating the failure. The MAC address of my device is 4473d60b17f8. I tried the test in your step 3, above, and it failed as usual. Thanks for your continuing support.

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  MWelch

  • 28 January 2019 23:31

  @Aron Rosenberg? have you had a chance to look at things? I'd love to get an RMA started, and a camera back in place.

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  Logi_Aron

  • 28 January 2019 23:33

  @Matt Welch? Sorry to not post back sooner. Have you tried rebooting your router? We have had several cameras fail like this but a router reboot solved it. If that doesn't work, start an RMA.

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  MWelch

  • 28 January 2019 23:35

  @Aron Rosenberg? I have, and also, I tried that test where I moved the camera away from my wifi entirely, and it still failed.

   

  How do I start an RMA?

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  Logi_Aron

  • 28 January 2019 23:48

  Go to: https://support.logitech.com/contact and click the "File a warranty claim" button

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