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6 different Circle 2 cams randomly going "offline" blinking purple / magenta

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93 comments

  • ReggieH

    A bit more information. All my Circle 2 camera's are plugged in. In the last 24 hours 3 have gone offline at different times, one in the morning, one in the evening, and one in the middle of the night. I assume the purple /magenta blinking light is just an indicator that they are offline. Why don't the ones that go offline try to reconnect? Why does it take disconnecting them from power and reconnecting them to re-establish the connection? And of course why do they go offline (randomly and at different times from each other) in the first place?

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  • KGWVU

    I had this same issue happen in the last two days. I have 4 circle 2 cameras and these two show offline and when I check on them, they are blinking purple. I unplug them and plug them back in and they are fine. My guess is it is a bug in the latest firmware as I did not have this issue prior to updating to the latest firmware (5.2.133). I would like to know what is going on as well and when we can expect a fix. These are my security cameras and I expect a higher level of reliability than what I have seen so far.

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  • Dannydanny
    I thought this was to do with the cameras connection to the cloud. I've only seen this once on my camera and that was on the previous firmware. Logitech can you tell us what this light combination means?
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  • dwood622

    Anyone else have a camera that won't connect after this event? I have 2 camera's and one just can' t reconnect. I even removed it and tried to reset it as a new camera... can't connect or be found!

     

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  • Christian6671

    Same problem here.

    I experienced this problem 2 times in 1 month, with 2 different firmwares.

    Wifi is OK but Circle App says camera disconnected. 1st time i did not know for days, until i opened the Circle app, because the led ring was off. 2nd time i was aware of this bug because purple blink.

     

    2 things to improve :

     

    1) When the camera is "down" the Logitech servers should detect that and send a notification with Circle application. If not we can stay with a camera disfunction (led ring off) for days...

     

    2) When the camera cannot see the logitech server for a while, it should automatically reboot. A king of watchdog function.

     

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  • Dannydanny
    @Christian Romagnoli do you have smart alerts \ System Alerts \ Offline turned on? Mine has always notified me when it's offline.
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  • dwood622

    After speaking with support, it has been determined that there is a software issue that caused an error as it attempted to update the firmware. Now I am waiting for them to send a shipping label so that I can return it and get a replacement. I bit frustrating that I need to return this BEFORE they send a replacement for my 30-day old camera.

     

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  • Christian6671

    Yes, System Alerts are ON.

    But I never received this kind of notification.

     

    (Motion detected notifications are ok, so is not an App / Smartphone problem on my side).

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  • ReggieH

    Well I found a workaround to the random offline issue, it is not a workaround everyone will be able to use unfortunately. I connected my 6 Circle 2 cameras to wemo wifi power switches, if I get a notification that the Circle 2 is offline I use the wemo (wifi) switch to toggle the Circle 2's power. It is strange that I can communicate over wifi without a problem to the wemo (wifi) power switch to toggle the Circle 2's power! LOL! I mean they really need to fix this random offline issue (e.g. if the wemo wifi power switch can toggle the Circle 2's power, why is the Circle 2 offline in the first place??)

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  • Miguel Lira

    I have two circle 2 cameras, and I have the same problem on both of them. Most of the times they show the blinking purple ring, one time one camera stay with the led ring off (which is my usual configuration). This is very annoying because I usually realise this has happen when I try to see the recordings... which means the camera was "disconnected" when I needed it the most !!!! This did not happen to me in back August, it started happening from september, after I setup the apple homekit integration (I do not know if this has anything to do at all). Please Logi, fix this fast, it is really killing the user experience.

     

    Finally, please improve your mobile site, it is not good at all, at least from my iPhone 6S. I always have to go to my laptop to use the community forums because it is a nightmare from the mobile phone. For instance, today in the mobile site I was requested to register to place a comment even though i was already signed in !¿? (you can check the logs of my username).

     

    Regards,

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  • Claus6247

    I have installed my new (wired) Circle 2 on August 23 and it worked perfectly until September 16. From this day on the camera switched to the “offline” mode on its own. As soon as I disconnect the power and connect it again the camera works for a few minutes, sometimes even for one or two hours. After that it switches again to the “offline” mode on its own. The problem occurs with the latest firmware (5.2.133) as well as with the prior one. I have checked everything and the camera and all connections are ok. Logitech: Can you please tell me (and the other clients affected) by when you will fix this problem? I am urgently dependent on the camera and need a solution ASAP!

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  • ReggieH

    After a couple days of just one Circle2 cam going offline, the cycle has started where each camera is going offline between 1 or 2 hours apart from each other. So far 3 have gone offline, I expect the other 3 to go offline within the next 6 hours. I have wemo wifi power switches on each camera and when they go offline I just toggle the power using the wemo wifi switch and once the Circle2 powers back on it connects successfully, It begs the question, why can I communicate over wifi with the wemo wifi power switch to toggle the power for the Circle2 cam successfully but the Circle2 cam shows offline (e.g. seemly because it can't connect) - is the problem perhaps on Logitech's server side? I'm starting to consider using a network packet sniffer to see what happens when the cam goes offline.

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  • ReggieH

    Quick update, very rarely after the cam goes offline if I don't do anything after about 2 or 3 hours the Circle 2 will reconnect on its own, but very rarely. Other times I have to toggle their power to have them reconnect - and when I do this they reconnect immediately. Keep in mind that the other five Circle2 cams I have are connected and not having any problem at this time. So I feel that most times when they go into the offline state they are actually getting into an error state that they cannot recover from.

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  • Colin8791

    I have a similar issue with a wired Circle 2. Installed via the Logi iOS app, worked perfectly. Applied the HomeKit update worked perfectly. 3 days later app reported camera offline, camer LED flashing blue. Unable to reconnect. Have tried power cycle, hard reset etc. Setup detects the camera but fails to add the camera to the network. Similar issue with HomeKit. Tried with all other wireless devices turned off and with a different wireless network

     

    Any suggestions

     

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  • JCFC1905

    I thought I solved this issue with my Circle 2 cameras by separating them by network, connecting them to my 2.4 GHZ network and connecting my phone and computers to my 5 GHZ. Seemed logical and worked for about a week. I figured I’d start troubleshooting the problem one variable at a time but assumed the whole time it was my Wi-Fi network and/or signal strength.

    If you’re running a newer macOS and an AirPort Extreme you can launch Airport Utility then hold Option and double click your router, then look for your cameras in Wireless Clients under the Summary tab. They'll all be named the same but if you look in the Logi Circle app under camera details you can separate the camera by Mac address. It’ll show you which network your cameras are connected two if you have a dual band router. It will also show you the cameras dBm, a measurement for signal power.

    All of my cameras currently have a dBm of -60 or lower. Anything below -70 should be sufficient for video streaming. One of my cameras even has -44 which is nearly perfect.

    Over the weekend the furthest went offline which had never gone offline since I purchased it back in August. Last night the closest to my router went offline in the middle of the night. I have it set to send alerts when the status changes to offline.

    All of my cameras are wired and firmware updated. My Logi Circle app on iOS is updated. They are all set to 720 and I’m on the Circle Safe Free. My internet speeds are 70 mbps down and 10 mbps up. The times they’ve gone offline have been during non-peak network load times, out of town and middle of the night.

    This problem doesn’t seem to be connected to my network but possibly Logitech’s server connection. Other than returning it, which I’m not going to do and requesting a RMA, which I’m not going to do. I’m going to solve it using something I hadn’t thought of until reading this thread.

    I’m going to buy Wemo mini switches for each camera plug and if it goes offline I will simply toggle the power and wake it back up. Unfortunately this doesn’t solve the problem if I’m asleep and my cameras miss something while offline or if the Belkin Wemo switches also go offline. This does however solve the problem if I’m at work or out of town and I need to remotely power cycle them in the Wemo app with remote access enabled, assuming the Wemo switches are flawless and stable (not holding my breath). I don't think they bridge to Apple TV/HomeKit but I believe Belkin announced support coming Fall 2017.

    It’s infuriating to think that I spent a considerable amount of money for these cameras and I have to worry about them being offline. On a positive note, if I were Logitech and noticed a high volume of complaints around offline issues and were shipping replacement cameras for customer service appeasement. I would hustle to improve the stability of my new camera ecosystem. Considering they just launched into HomeKit and are approaching Holiday. Soon we should all hope for a stable software/firmware release and or an improvement to Logitech’s servers before the Logitech developers all go on Winter Holiday. Until then I’ll stick to Circle Safe Free and just remotely power cycle my cameras with a $30 WiFi power switch assuming the switches are also not offline.

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  • Dannydanny
    @Jason Carroll or Logitech should acknowledge this issue and work with us to fix it. Smart plugs can only get us so far and I think it's pretty much confirmed now this problem is with Logitech's servers. Does anyone even monitor these forums or is it community support?
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  • rmuser

    Looking at their support site I found the following "blinking magenta means firmware downloading or updating"; however since no one has stated they are updating firmware when this occurs then the only conclusion I can come to is that blinking magenta means unrecoverable error, but that is a big assumption.

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  • ReggieH

    I have started to "Submit Diagnostics" each time this occurs; problem is I don't think this option works when it is blinking magenta (purple). So after I unplug it and plug it back in and it reconnects I submit it using the following steps: 1) Open the Logi Circle App on your device 2) Select the camera that had the issue 3) Click on the menu in the upper left corner and select "Help" then select "Submit Diagnostic" 4) Open a support ticket letting them know you submitted the diagnostics

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  • HAKjar

    I just got off the phone with Logitech tech support trying to help with exactly the same issue multiple users are experiencing here. I believe she understood the description of the problems and said that there had been a "Server Hot-Fix" installed this morning (Oct 6) with Offline issues as one of the fixes.

     

    I will be following this thread for new developments and also be glad to report back any new info I get.

     

    I have 4 Circle 2 cams going offline at seemingly random times. All 4 are now on remote power switches just as others here have had to do.

     

    Robert

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  • JCFC1905
    That is good news! A server hot fix! I’m still going to install those Wemo switches and I’m connecting a second AirPort Extreme with Ethernet to blanket my home footprint with signal coverage. Still great cameras though. Better than the ones I’ve had in the past, love those window mounts.
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  • ReggieH

     

    I've experienced two "offline" with magenta blinking occurrences so far today, one at 2am PST and at 11:14am PST (two different cameras). I hope the server hotfix was applied after that time : )

    • Like

     

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  • ReggieH

    I received an update from Logitech Tech Support on my support ticket. They stated that it is a known issue that they are looking to fix with a firmware update soon. They also suggested that I try to reset the cameras to see if that resolves this issue. Which of course begs the question; if it is a known issue that requires a firmware fix, why do they suggest trying a reset?

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  • JCFC1905
    Somebody is banking some OT at Logitech. Hopefully they didn’t throw this project at the new guy ¯\\_(?)_/¯
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  • HAKjar

    I am also hopeful that a firmware fix will resolve these issues but I am concerned that after months of customers documenting these "offline" failures there may be a hardware defect that cannot be resolved by a firmware fix. I have invested a significant number of hours evaluating, testing, installing and tuning these cameras and had faith that any fundamental issues would have been cleaned up by now.

     

    I could live with occasional dropped frames due to interference or a glitch in the router but for a camera to go "offline" and hang in that state is a dealbreaker. I have tested the scenario where the router/wifi goes down by rebooting my Netgear R7000 router. It obviously takes all 4 of my cameras offline but they eventually come back online without intervention. There seems to be various delays before each camera comes back online. Some come back almost immediately while others take 5 to 10 minutes. But still, this is different than the permanent offline state that randomly occurs where only a reset or power cycle will bring it back.

     

    Have any of you found that a lack of internet upload bandwidth contributes to this issue ? I have about 6Mbps upload speed and I can imagine scenarios where this might not be enough if multiple cameras were uploading simultaneously. Even then, the cameras should not hang.

     

    Thanks

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  • Chet3429

    My Circle 2 has been going offline randomly as well. Usually within an hour of a reset. It had worked perfectly up until two firmware updates ago. This is getting very annoying and I hope Logitech will fix this issue soon. I've been experiencing this problem for over three weeks now.

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  • datasound

    Yep, I'm experiencing this also, 3 different cams off-line in the last week. Getting out the ladder to climb up is really getting old.

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  • JCFC1905
    Just an update with an email I received yesterday from support. “Hi #####, Thank you for the follow-up. This is a known issue that we are looking to fix with a firmware update. Until that time, we are replacing the Circles with devices that we have tested to ensure that they perform properly. If you would like to wait on the firmware update we can do that or we can replace the Circle. Let me know which works best for you. I look forward to hearing from you.” Since I last posted I’ve added another router in Bridge Mode connected via Ethernet to blanket my entire footprint with outstanding Wi-Fi coverage. I’ve also just received my Wemo switches which will be installed tonight. I most likely will have circumvented the offline problem by the time a new update gets released but it’s good to here I’m not the only one. Replacing them is fine and all, but I have no intention of unmounting them all which I meticulously measured and aligned before drilling and sticking them to various surfaces. I’ll be patiently waiting for that little red dot indictating firmware updates from Logitech.
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  • Petra9729

    Hi, also placed two support tickets. App shows offline, sometimes my Circle2 (totally wireless) is blinking magenta, sometimes a red recording light or it is totally black. No issues with wifi; batteries loaded.

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  • ReggieH

    I followed tech supports request and reset all my cameras but the problem is still occurring (all cameras are randomly going offline at different times and blinking magenta, unplugging from power and plugging back in fixes it). I have asked if there is an ETA for the firmware fix (as they stated this is a known issue and looking to fix with a future firmware fix) . They have not yet offered to replace the cameras as they have for @JCFC1905 but I may ask about that next

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  • Thomaskkk

    Basically, I gave up from Logitech Circle 2, already bought 2 Arlo cameras, I think they will provide better support to the problems that I'm having. I already convinced that I have 2 paperweights that I paid 200 dollars on each for Logitech.

     

    I had the exact same problem, but I was trying to reach customer support and got angry by their answers coming after 7+ days I replied to them asking me to do more tests that I already mentioned that I did. At the end they basically made me not paying attention to the return date for a full refund, now I'm stuck with these two cameras that don't connect even on bluetooth to add network settings.

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