If you’re not receiving Smart Alerts (push notifications on your mobile device when Circle detects motion) or Smart Alerts are delayed on your mobile device, try the following:
- Make sure Circle is recording activity — you should see blue or gray bubbles in the timeline on the right-hand side of your Circle app.
- If you do not see clips or activity bubbles, make sure privacy mode is not enabled and check the Event filter on the top right of your Live View to ensure no clips are being filtered out.
- Make sure Smart Alerts are enabled in the Circle app (Settings menu > Smart Alerts):
NOTES:- Slide the Smart Alerts, Event Alerts and System Alerts toggles to the right to enable.
- Smart Alerts and Event Alerts must be enabled if you want to receive motion-based notifications.
- Trigger a Camera is offline notification. There are two different ways to trigger an offline notification:
- Make sure the System Alerts and Offline toggles are enabled. Use the Camera On/Off toggle in the Circle app's Settings menu or the On/Off switch below the Circle camera to turn the camera off. Wait 10 seconds and turn Circle on.
- Change the Maximum Frequency under Event Alerts to 1m.
- Changing Maximum Frequency to 1m is preferable while troubleshooting so you get alerts immediately. Read more about maximum frequency here.
NOTE: You should receive your first smart alert as soon as motion is detected. Subsequently, you will only receive 1 smart alert per your defined maximum frequency.
- Changing Maximum Frequency to 1m is preferable while troubleshooting so you get alerts immediately. Read more about maximum frequency here.
- Temporarily disable Smart Location to ensure that Circle isn’t disabling notifications while you are in the same location as the camera.
- Make sure that your mobile device is not blocking notifications from the Circle app. Check Settings > Notifications on your device’s operating system.
NOTE: System cleanup apps (for example, Clean Master) can prevent a device from displaying an on-screen notification or playing a notification sound. Temporarily uninstall any apps that might cause this issue. - If the troubleshooting steps above did not resolve the issue:
- Log out and log back into the Circle app.
- Trigger a notification:
- Walk or dance in front of the camera.
- Make sure the System Alerts and Offline toggles are enabled. Use the Camera On/Off toggle in the Settings menu of the Circle app to turn the camera off. Wait 10 seconds and use the toggle to turn Circle on.
- Check your notifications drawer on Android or your notifications center on iOS for any Circle Alerts.
-
Uninstall and re-install the Circle app on your mobile device:
iOS:- Tap and hold the app until it jiggles.
- Tap the X on the top right of the app.
- Press the Home button.
- Open the App Store, search for Logi Circle, and download the app again.
- Wait for the download to complete and then open it from the Home Screen.
- Open your device’s Settings app.
- Tap Apps or Application Manager.
- Tap Logi Circle in the list. You may need to scroll to reach the letter “L”.
- Tap Uninstall.
NOTE: Certain devices prompt you to confirm before deleting an app. Tap OK to confirm. - Press the Home button.
- Open or go to the Play Store, search for Logi Circle, click on the correct entry, and tap Install.
- Open the app from your Home Screen.
- After re-installing the app, log back into the Circle app.
- Enable Smart Alerts, Event Alerts and/or System Alerts but make sure Smart Location is disabled.
- Trigger a notification:
- Walk or dance in front of the camera.
- Make sure the System Alerts and Offline toggles are enabled. Use the Camera On/Off toggle in the Circle app's Settings to turn the camera off. Wait 10 seconds and use the toggle to turn Circle on.
- Check your notifications drawer on Android or your notifications center on iOS for any Circle Alerts.
- If applicable, verify to see if you have this issue when your mobile device is connected to Wi-Fi and using cellular data.
TIP: On a mobile device, enable Airplane Mode and then enable Wi-Fi to ensure that the phone is using the wireless internet connection in the area. - Restart your mobile device.
- The email account and name of camera(s) not receiving the notifications.
- Explanation of when you started experiencing the problem (ex. after initial setup, after a firmware update, after an app update, after an OS update).
- Whether or not you receive notifications from other apps.
- Install the Circle app on another mobile device, enable Smart Alerts and let us know if they work on the second device
- Submit your diagnostics (Settings > Help > Submit diagnostics).
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