circle 2 gone offline - will not reset

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chris8390

• 06 November 2022 17:02

Hi all - I’d be grateful for any thoughts.  I've been around this issue lots of times and getting frustrated!  Back in August 22 one of my Circle 2 cameras went offline.  

The camera LED shows and an irregular yellow/orange colour which doesn't seem to match the any of the 'expected' LED colours, according to the manual.   (see photo)

I followed the steps in the app, none of which worked: 

1. Turn off/on power.

2. Press and hold the reset button until it flashed magenta and green.  The LED then went blank.

In both cases I tried to detect and reconnect the camera  to the app via bluetooth, following the instructions.  Neither worked, and I tried to do it a few times.

I then deleted the camera from the app and tried to set it up again.  When i turned on the camera it went to the yellow/orange colour in the pic, rather than the blue which i expected. 

The camera isn’t found by the app, no matter what i try.

Thanks!

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• Official comment

  

  Kurt

  • 07 November 2022 21:43

  Hi chris8390,
  
  We are sorry to hear that your Circle 2 camera stays on at the yellow/amber indicator. Let me help by giving you these troubleshooting steps. Please try the below steps that I gathered to check if this will alleviate the issue. 
  
  1) Use the supplied power adapter. The camera will misbehave if it is not receiving enough power.
  2) If you have the wired camera and is using a third party adapter, make sure it outputs 5V 2A.
  3) Detach the camera from its mount and use a dry cloth to clean the camera module's backside. Wait for a moment, then firmly reattach.
  4) Perform the Button reset from this link - https://support.logi.com/hc/en-us/articles/360023355453.
  
  Thanks
  Kurt
  

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  Chromilo Amin

  • 08 November 2022 06:18

  I heard it was caused by a firmware update recently. I followed the steps linked by Kurt and the power never stays on for any pairing. Is there a way to connect to it directly via USB? Do you have a utility that I can use to push a firmware upgrade back to the old one? I believe it was 5.6.54 or below.

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  chris8390

  • 26 November 2022 17:27

  Hi Kurt - thanks for your answer.  Unfortunately, what you suggest didn't work.  The camera is still not working and the issues I described in my first post are the same.  Grateful for any further help. 

  Chris

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  chris8390

  • 04 December 2022 21:36

  Hi Kurt/Logitech - I'd be grateful if you could follow up on this request please.  My camera is still offline and I don't know how to fix it.  As mentioned my other camera is fine. 

  Thank you

  Chris

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  chris8390

  • 31 January 2023 23:30

  Kurt/Logitech - i still need support please.  The camera is still offline.  Bumping it to the top of the list.  Thanks Chris

   

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  Kurt

  • 01 February 2023 21:24

  Hi chris8390, 
  
  Thanks for the update. We'd love to keep the conversation going directly with the support team. We will now go ahead and create a ticket for you. Do not hesitate to let us know if you have any questions as the team follows up or in the meantime as the conversation continues via email.
  
  Thanks, 
  Kurt

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