setup not working
Answered
Hi all, I just bought a circle but not having luck setting it up. Downloaded the app, going through the questions, added wifi info, succesfully joins wifi, but then it says:
"Now connecting to your cloud" It never finishes, and finally comes back with an error that I need to reset the circle. This is a normal home wifi setup, tried 2 different access points. No go.Any tips? This is kind of disappointing.
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Hi @Cor Bosman and @Mo bo ,
We would like to apologize for this, we are currently experiencing an outage with our Circle Service.
We are aware of the issue, the team is currently investigating and will restore the service as soon as possible. We'll provide more updates shortly.
Thanks for your patience! :)
Warm regards,
LogiLaurie
Community Admin
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I've been having the same problem, was working like a charm for the last 2 months, then today just couldn't get either one of my circle cameras to work, I assume this is the logitech cloud server having an issue? I would also like to request some sort of page indicating if the cloud is down or not.
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Hello LogiLauri, I too ran into this yesterday and spent will over an hour trying to debug what I thought was a problem at my end. The message I kept receiving from both the iPhone and the Web-browser said that there was a problem and that I should check my Wifi and internet-connections and so on.....
Is it possible that if Logitech is experiencing technical difficulties that you could make the software (on the user end) put up a big message that you have a problem are working on it rather than a message that makes the problem sound like it is at the user end?
Thanks for a great product,
m
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Hi ,
As of February 2nd at 4:00 PM PST we are no longer experiencing an issue with our service and your cameras should now be online. We're very sorry for the inconvenience and have taken a number of steps to prevent this from happening in the future.
If your camera is still showing an offline message, please try turning it off and turning it back on. Please feel free to reach out to me if you need additional troubleshooting help.
Thank you again for your patience.
Warm regards,
LogiLaurie
Community Admin
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@Laurie Corona - thanks for the update. A couple of questions:
- Can you please help me to understand why, if the fault was resolved on 2nd, this thread was not updated until 7th?
- Is there an SLA that you can share please for the Logi Circle service?
- Are there plans to create a status page as has been requested above? If not, is there a way that this feature can be requested?
- As part of the resolution to this issue, has the error messaging been updated? The messaging seen during this incident indicated an issue with the user's wifi which is clearly quite misleading.
Many thanks,
Annie
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Hi @Anne Lloyd , @Cor Bosman , @Martin Royer , @SAMUEL BERG and dear users,
As you mentioned, we had an unplanned server outage on February 2, 2017. We are so sorry you had to experience this and that you were unable to access your cameras during this time.
The server problems started at approximately 11:04am PT. Our engineering team was working on resolving the issue within the first few minutes of the outage. By 11:30am PT, some cameras were back online, but we achieved full restoration by 4:29pm PT on February 2, 2017.
We are committed to delivering a service you can rely on. As result of that failure, we took several steps to prevent it in the future.
Thanks for being patient with us and we apologize once again for the inconvenience this may have caused.
Please contact me directly below with any comments or feedback you may have.
Warm regards,
LogiLaurie
Community Admin
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