Circle 2 HSV - Unresponsive - Can't Re-Add to HomeKit
Answered
Firmware: 8.0.48 (Homekit Secure Video)
Current Status: Not responding. Status Light - solid green, every now and then blinks yellow
Attempts to fix:
- Power cycle
- Hold reset button until purple/yellow blink
- Hold reset button until purple/green blink
- Hold reset button until purple/red blink
- Remove/Re-add from/to HomeKit (Couldn't re-add. Home app isn't seeing it)
- Reboot WiFi
- Reboot HomeKit hubs
Camera went unresponsive after a power cycle and has not recovered in spite of attempts listed above.
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Official comment
Hi Bob, thanks for reaching out and sorry to hear about your experience with the MX Mouse. We apologize for delay in response. We'd love to keep the conversation going directly with the Support Team. So, I will now go ahead and create a new ticket for you.The team will review your case and will be in touch via email as soon as possible. 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 there.
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I have the same problems and I did every one of those steps you did, more than one time each. Problem began on or about Jan 14. No idea what triggered it, as I didn't change or reboot anything. I've submitted a ticket with Logitech. I don't think it's an Apple problem because not even the Logi App can find the cameras. The cameras don't blink blue, instead go straight to green, which indicates that they think they are connected to something and the reset didn't work. It looks to me like (maybe) the cameras might be bricked because resetting them doesn't work.
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For those experiencing the issue: What country are you in?
The LED color patterns changed depending on which firmware series you are running. If you upgraded to the HomeKit Secure Video firmware (8.x.x series), then solid green means ready to pair.
If you are on the "Circle" mode firmware (5.x.x series), then blue means ready to pair.
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Yes, solid green does mean "ready to pair". However it's REFUSING to pair despite being "ready to pair". That's the problem. I have a ticket open right now and the tech support agent is working on it with me. I intend to post the solution here. The device refuses to function even though it says "solid green, ready to pair" and lots of people seem to be having this problem.
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Canada. Not sure if that might be the problem. The Circle 2 Camera has been working fine with HomeKit Secure Video for about a month or two. Hmm, I'll bet what you were thinking was that HomeKit Secure Video isn't available in certain countries. That's not the case here in Canada, it has been working fine since the beginning.
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Just for everyone's benefit here's some information that might help. If your Circle 2 has been working with HomeKit Secure Video then that means you have previously upgraded the camera's firmware which means it can not be seen any more by the Logi App, but only by the Apple Home App. Nothing wrong here, that's just how it works. And here's another tip: the meaning of the solid and flashing colours depends upon which firmware you are running. Under the old firmware (5.x.x) "solid blue" means "ready to pair" but under the new firmware (8.x.x) "solid green" means "ready to pair". I don't know of any way to tell whether a camera has the old or new firmware, so I'm puzzled why Logitech changed the colour coding. As soon as I get a solution I plan to post it here.
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@dgp The colors had to change to conform with the HomeKit Secure Video requirements for LED's. In HomeKit Secure Video, blue means the camera is on and live streaming is possible, red means recording is active, and flashing red means somebody is watching the live stream. The colors match the small dot you see in the Home App. Solid green means ready for pairing. Please see here for the full listing of each state: https://support.logi.com/hc/en-us/articles/360023184294 and click on the "Circle 2 cameras on Apple HomeKit Secure Video" link for full details on all LED colors in the new firmware.
@dgp You are using the Home App for setup correct? Once converted you can't use the Circle App for setup.
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That's an interesting answer, regarding the reason for changing colours! Perfectly logical. Yes I am aware that I can't use the Circle App, since my firmware was upgraded for the HomeKit Secure Video in Home. As you may know I have an open ticket and in that ticket I offered a video of myself actually showing the problem. But even a short video is about 20MB in size so that might require an FTP server to upload it rather than using email.
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Exactly same for me. X-posting from the HDV thread:
TL,DR: Circle will likely end in the bin. Logitech does not care about costumer. Don't be me, don't buy any Logitech product
Summary:
• Update to Homekit went well
• No connection so removed the camera
• cannot be re added, stuck on green light but cannot be found - tried everything i can think off
• open support ticket
• support ask me again simple steps i tried several times, with no help
• I tried not limited too already before: delete home from all devices, reset mobile, disable one or the other hub, disable mesh router and use only one, resets in between, etc etc - and no, it never could be found again
• support suggest to downgrade but even can't say it connects to internet, surely that fails
• support asks to pair with circle app, surely does not work either as stuck on green led
• support asks for my details and proof of pay
• send everything over
bought over Amazon in Europe, seems the seller was though not from country I live in but in European union so same customs area as also in Schengen (not sure how that works in the US, but in Europe you often may not even know who is the seller and where it comes from as it shows mainly prime products and you buy prime)
• the support let me know that they can only sent it to the country of the seller, even in same customs union. surely that does not help me at all.
•!Support is totally ignorant on my explanation
• I give it some days and then throw it in the bin if no further feedback, plus spending the equivalent of costs i put into the circle in time to spread the word against Logitech products afterwards....
• hope dies last, but if no further update this is how it seems to end -
I can see you are in a bad mood, and perhaps it's justified, but I don't feel as hopeless as you are at the moment. If I recall, I once had a Circle 2 that was "DoA" and Logitech sent me a replacement at no charge (I can't remember the details.) Overall I've been happy with Logitech support. Maybe not as happy with the products themselves, but support has been good to me. And they are letting us post these comments here, so that also counts as a positive. I just got a new email from Logitech support and I'm going to try that now.
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Hi,
Not read all the threads, but couldn't change to new network after moving house. Deleted cameras to re- add and start again and they just kept flashing blue. Spent ages trying the reset button, turning on off extra, then got angry and just kept hold of the reset button for ages!!! After it flashed purple and yellow, it finally made a noise and is now back up and running.
Sorry if not the same issues you are having but thought I'd mention it.
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It seems to me that there is no flashing blue code with firmware 8.x so that probably means you are running firmware 5.x. https://support.logi.com/hc/en-us/articles/360023184294#h_e5542791-1a14-4a8c-92ac-7bfd74f8a59d According to this link flashing blue is "ready to pair" under version 5.x. So I infer that you are running 5.x which probably means your case is different.
Besides, I've already tried the "hold reset button for 9 seconds" idea about a dozen times with each of my cameras with no success. All we are getting is a solid green which, for version 8.x, means "Ready to be set up/re-paired/Wi-Fi changed". But it won't pair. And I haven't heard back from Logitech since I last posted. I will let them decide the next step but I think I suggested that I return one of the cameras to them so they can see for themselves that this camera won't pair. I can't remember exactly when I bought these cameras but one was probably about 3 months ago and the other about a year ago.
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However you did give me a lead. Instead of holding the button "for 9 seconds until flashing purple/yellow" as Logitech instructed me, I tried holding "for ages" as you said, and I did get two loud & clear beeps from the camera. That's different, and gives me a lead to try more things. However I've just tried pairing once since that happened and it's still not pairing so that's not good news. But thanks for the tip. I can try your tip on each of my cameras, and do it after a five minute power shutdown, and so this has given me some chance for new results. Thanks.
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CONFIRMED on second camera. For this camera I tried pairing it again as I did yesterday in various ways with no success. Then I tried holding the reset button for THIRTY seconds until I got the flashing red/purple colours and got the two loud beeps. Once that happened it paired instantly with no problem. Logitech support was unable to figure this out. I'm going to give 50% of the credit to sjweekers7 but I'm still going to claim 50% of the credit for myself, because I have a big ego and I did some of the troubleshooting myself. Logitech owes us both a nice gift for figuring this out. I would prefer a free Circle 3 camera when it comes out, and my spider sense tells me that's going to happen soon.
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Actually they should be paying us to test their new Circle 3 camera when it comes out, since we find solutions that their own support team cannot. And thanks for the salutations from the UK. Most Canadians respect and admire the UK, as we share the same Queen. Although we just stole one of your Princes this week and so I'm not sure if you are happy about that.
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Yes Logitech, I hope you're taking note, we would like some credit!
Utmost respect and admiration for our Queen, with regards to the Sussex's from someone who actually lives in Sussex, I can't pretend I'm too upset, however, I do hope the Canadians don't have to subsidise them, before they decide to pack up and move to LA!
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Strangely, Logitech just email me giving me more ideas to test with. I replied that I told them twice that my problem was solved, once through an email and once through this thread. I still like them, however, as I have a lot of faith in people, and I used to be a tech support person myself. Not that it matters, but one of their ideas was to plug the USB cable directly into a PC rather than the A/C adapter, which is not a bad idea, but moot now since the problem is fixed.
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Logitech support just contacted me to say thanks for the solution, and that they would pass the information to the next level of tech support. I guess that's the end of it. The cameras work for me now. I wish I knew what was going on when we press the power button for an extra long time (20 seconds?) to get the flashing red light. I didn't come across that in any documentation. But now we know. I still enjoy the Circle 2 cameras with HomeKit Secure Video. Apple made video storage secure and I'm loving that. I have no inside information but I'm guessing that there will eventually be a Circle 3 camera. I might even start a post asking people for their thoughts of what should make a Circle 3 even better than a Circle 2.
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Sureley red mangenta reset (20 sec plus hold reset) was one of the first things i tried too in combination with other resets (homepod, appletv, wifi router, modem, etc), and did not help. Same as others in other threads with same issue.
Glad it worked out for you but that was one obvious try for most of us already long before :-)
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I think I'm replying to two people at once here. Just read the part that refers to you.
I'm curious, how was the 20 second reset "obvious" when the only reset given to me by Logitech was the 9 second reset?
The reset button is physically difficult for me to depress, so it sometimes works and sometimes doesn't - if I don't press hard enough. And holding it down for 20 seconds is very, very difficult. Logi should make the button easier to use, especially for people with tendonitis.
Open a ticket if you are still having problems. And whether you have a ticket or not, try the idea I mentioned above of plugging the camera into a USB port on a computer instead of the A/C adapter.
I don't think your HomeKit hub or routers could be remotely relevant because, as far as I know, a reset of a Circle 2 communicates ONLY by Bluetooth to a nearby iOS device. At one point, just before I fixed my problem, I did try a second iOS device. It's theoretically possible that switching devices might have had something to do with why my cameras started working again. So try that idea too.
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Don't take anything here personal. It can be frustrating to have tried EVERYTHING and it not work. Then somebody comes along explaining the magic trick to fix it but you've already tried that many times. Plus he even put a smiley at the end.
For me, there's a reset button on the device. I'm going to try holding that reset button different lengths of time, from different starting states, upside down, rightside up, holding my breath, etc, etc. It quickly became clear there are different light patterns for holding it different lengths of time (this is even mentioned in the OP). I've even held the reset so long the lights just turned off for a bit and then started back at the beginning.
I had not thought to try adding it from my wife's phone instead of mine. So, that's my next step.
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