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Circle 2: Issues since I did the firmware update

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34 comments

  • SouthFLGuy
    I experienced a similar issue that I posted here. Additionally now none of my cameras can stream via HomeKit. Says “no response” for every camera. Before the update I would have one camera now and then show no response. Now it’s all of them.
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  • Robert3386
    I have the same issue, (wired circle 2/HomeKit). Magenta image. Mine does connect to homekit.
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  • SouthFLGuy

    Mine seem to only connect to HomeKit if I change the resolution to 720p in the Circle app.

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  • Dannydanny

    I'm experiencing the same issue since the update this morning. Pink/magenta colour on all of my recorded footage from today. @Aron Rosenberg? - can you confirm you are aware of this and are you working on a fix?

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  • SouthFLGuy

    This is what fixed it for me. I just put my hand in front of the camera, forcing it to turn infrared on. Then removed my hand and it defaulted back to correct colors. I haven't experienced it again but will keep an eye out for it.

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  • 2501

    Meanwhile it's night here and the infrared turned on. It seems to be OK now...

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  • RobbyeJ

    Thanks SouthFlGuy - that exact option worked for one of our cameras.

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  • Logi_Aron

    We think we know the scenario that gets the camera into this state and are working on a fix, but in meantime, you can correct the issue by sticking your hand in front of the camera for about five seconds, then remove it. This forces the NV to kick in, which resets the position of the mechanical infrared cut filter on the camera lens. When you remove your hand, the NV gets turned off and moves the filter away again restoring the color in your video.

     

    Worst case: It will self correct when night or day mode kicks in next (up to 24 hours).

     

    The camera normally tracks the position of this cut filter (is it set, or not), but something in the update and load cycle is losing track of the position, and it thinks its not applied when it is actually sitting in front of the lens. There is no actual "electronic" way for us detect the position of the filter within the lens housing so we have to track it in software.

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  • SouthFLGuy

    Thanks @Aron Rosenberg? . Aside from that minor hiccup the streams seem to be loading very quickly (within a second or two). The only other issue I have which was somewhat of an issue before is HomeKit. Not being able to stream via the HomeKit app sporadically (and specifically when some random cameras are set to 1080P). Not sure if this is on the Apple side or Logi side.

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  • Robert3386
    Thx for the update, that fix worked for my camera.
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  • Dannydanny

    @Aron Rosenberg? Thanks for your detailed response, it's great to hear it's on your radar. It sounds like this issue might resolve itself when the NV is turned off when it becomes light again. If not I have a fix that was mentioned previously :)

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  • Logi_Aron

    @Nestor A. Pereira, Jr.? Are you trying to watch the HomeKit stream with more than one phone at the same time?

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  • SouthFLGuy

    @Aron Rosenberg? - Nope. Just one iPhone. I have 4 cameras. And the one that doesn't stream from HomeKit changes. If I change it to 720p it fixes it, I switch back to 1080p - still works for a short time, but then a day or two later it won't work again. Or another one will stop working. I can't seem to find any rhyme or reason. The only thing I know for sure is that changing it to 720p fixes it. My wireless network is quite strong in terms of speed and coverage.

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  • Robert3386
    Update... I was able to “fix” the magenta issue with the “hand in front of the lens” trick and the camera streamed to HomeKit (720 res) all day on both devices. Then when night came the Camera streams to HK on my iPad but not my iPhone. Hopeful they get a new update out soon or they let us revert back to the old version.
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  • Robert3386
    Well may have spoke to soon, I was able to get the camera to stream to my iPhone by doing a power reset on the phone.
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  • johnnygoodface

    For me too it fixed (at least today) the pink issue with my hand over the cam for 5 sec. I intend to leave the NV on (how good's a cam without it) and see tomorrow. If pink, then Logi will have until about Feb 30th to get a new firmware otherwise I'll have to return it (I'm not getting out my ladder each day to reset my cam!)

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  • Logi_Aron

    We have a firmware in testing that we can push to your cameras right now if you want. Fill this out: https://docs.google.com/forms/d/1qiTbx0_CH708rRZme3R-sIAT6z5DrlLh55Qj7OArrlw

     

    There are no other changes except the "pink" IR Cut filter change in it. The firmware version is 5.2.183

     

    Make sure your camera is online before submitting the form.

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  • johnnygoodface

    I've registered myself. Can't wait! 😎

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  • johnnygoodface

    Got 5.2.183 installed now!

    It even fixed the smart alert (I couldn’t set it on before 183) 

    Let’s see tomorrow: I’ll keep you posted about the pink issue

    Cheers

    Johnny

     

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  • johnnygoodface

    After two days running 5.2.183 I must say there is much improvements: No more pink issue! 🙂

     

    NV is good, although for my first night the auto brightness didn't kick in very well (not bright enough), but did well since that.

     

    About the NV, I must specify that I've added a smart plug that powers up/down my Circle 2 (to improve on privacy stuff) and that I automatically turn on the cam only at bed time, so when the cam is turned on it's already dark because I turn every lights off in my HomeKit scene, so all that might play a trick or two on the cam NV auto brightness system. 😎

     

    BTW, it would be great if the Circle 2 could be turned on/off with a HomeKit command...

     

    Johnny

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  • Logi_Aron

    @Jean Lefebvre?,

     

    Thanks for update, and I too wish that HomeKit supported an On/Off, but that would require Apple to update the protocol for us to support it.

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  • TheLimeyGeek

    Yeah, it fixed mine too! 😀

     

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  • mattd415

    Hello. I have a camera running 5.2.181 with the pink picture issue. How can I update my firmware? The camera tells me I'm running the latest version, even though other cameras are running 5.2.191.

     

    Thanks!

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  • johnnygoodface

    Someone from the tech team should answer you shortly. You will have to provide your email and he/she would send the update to your cam... Shouldn't be long now or nobody answers here, then I would open a ticket and mention this thread.

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  • Schimbo
    I have this issue as well on my new Logi Circle 2
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  • Logi_Aron

    @Michael Schimborski? Please fill this out: https://docs.google.com/forms/d/1qiTbx0_CH708rRZme3R-sIAT6z5DrlLh55Qj7OArrlw and I will look at your cameras firmware version.

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  • Ghostknife
    My camera has the magenta colour cast issue. The link above to the google doc is no longer working. How can I get support to see if I have the firmware issue pls?
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  • Logi_Aron

    @David Johnson?, 5.2.191 is the latest released firmware. You can try the link again, I just reactivated it. Worse case just power cycle your camera if you are on 5.2.191, as sometimes the IR cut filter gets stuck like that.

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  • Ghostknife
    This is the kind of image I’m getting... This is after a manual reset on 5.2.191 firmware.
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  • Logi_Aron

    @David Johnson?, try sticking your finger in front of the Ambient Light Sensor (front of camera, small clear dot below the lens) for about 10 seconds. If you see the IR led turn on (small red dot above the microphone hole, right above the lens) or hear a little 'click' noise, then you can remove your finger. Then check your live view to see if the issue has gone away.

     

    If after doing the above, its still pink, then your camera likely has a broken IR Cut filter that is stuck in position and can't move. Contact support and ask for a replacement as you should still be under warranty.

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