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Logi Circle app - cannot login to Circle 2 on second ios device

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9 comments

  • Logi_Aron

    There should be no issues with using the App on a second device or second Apple profile.

     

    Can you make sure your wife's iPhone/iPad has all iOS updates installed?

     

    How far into the login process do you get on her devices? At which exact screen does it fail?

     

    Since we aren't selling cameras in Thailand we haven't tested with Thai language settings yet. Is her phone set in English or Thai?

     

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  • Reece6817

    Hello Logi_Aron - thanks for trying to help me!

     

    All devices (my iPhone and iPad and my wife's iPhone and iPad) have latest and same iOS (11.1.2) versions as well as latest version of Logi Circle Security Camera App (3.1.2.77).

     

    All devices are set to English.

     

    The only difference as far as I can see is that my iTunes/iCloud/Apple account is based in Australia and my wife's in Thailand - we are both physically situated in Thailand however.

     

    If I reset the Circle 2 (by holding the side button on the camera for 9 seconds) and then try to set up the camera first with one of my wife's devices, the app on my wife's phone/ipad can see the device, I select the type of camera it is (wire free), name it, and then can select and enter the wifi security data.

     

    Then when I get the screen message that it is joining the wifi network and the app then goes briefly to a main screen that gives the two options of either Setup (yellow horizontal select button) or Login (black horizontal select button) before then moving to the Log in screen.

     

    Now here's the odd thing, when I get to this stage in the Setup process (Log-In) on either of my wife's devices the Log In screen flashes up and then refreshes itself exactly two times before I can enter the Log-In details. It does this refresh screen thing every time I try to set-up the camera with either of my wife's devices - it never does it with mine.

     

    From this point no matter what I type (new account set-up or existing) the app simply kicks back out to the Set-up/Log-in screen over and over again - it never gets to a point where I can see vision of the camera.

     

    If instead of trying to set up the device, using my wife's devices, I simply try to Log In (after setting up on my iPhone) the app on my wife's device just keeps kicking back out to the main Set-Up/Log in page after I enter the Log In details. Connection unsuccessful every time.

     

    One point that may be key, the first time I set up the device I did so on my phone. Not sure if that has something to do with it or not.

     

    Hope you can help and thanks for taking an interest!

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  • Reece6817

    Found the solution. The issue with the Logi Circle app is that it seems to be set to not work with certain locations and by changing the iOS device's region (in settings) the app will then work. I changed my wife's phone from Thailand region to Singapore and then it worked. After this I could then switch the region setting on the phone back to Thailand and it still works.

     

    So a bizarre little glitch in the app which the support people obviously don't know about.

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  • TeosZ

    Changing the region did not solve the problem for us. Both phones have the latest apps and iOS. Any other ideas? Thanks!

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  • Logi_Aron

    @Tudor Mocanu?,

     

    What device, region, and language is your phone set too?

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  • TeosZ
    Hi there, both iphones 7 and X are set to US and English. I tried resetting the cameras, removing and then adding back. Nothing works. Limited to one device only
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  • Logi_Aron

    @Tudor Mocanu?,

     

    Exactly what point in the setup process do you make it too? Are you not able to setup any camera or not even able to login to an existing account with a camera already setup?

     

    If its just not able to setup, and you have already gotten to the create account step, can you try the following steps:

     

    1. Uninstall the app on your non-working device.
    2. Reinstall and try to setup a camera.
    3. When it fails, don't close the app, just click login and enter your credentials
    4. Submit an app diagnostic via the Menu -> Help -> Submit Diagnostic
    5. Submit a help request via Menu -> Help -> Contact Us. Fill in as much details and mention this forum thread.

     

    If you don't even have an account, can you try to setup from an Android / iPad and then repeat the process above.

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  • TeosZ

    I am able to log on the second device and the camera shows as offline. If I reset the camera and then add it to the second device, then it shows as offline on the first device. No matter what troubleshooting I do (including reinstalling the app), it only works on one device. I will submit a diagnostics report. Thanks!

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  • Miles2834

    yes but for me it was working smooth on my iPad Pro when it was running on ios 10 however as I have updated to ios 11.3 whenever now I am opening the app it only loads a blank screen on the start up and crashes after a while automatically. How do I fix it?

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