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Circle View keeps going offline

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25 comments

  • Official comment
    Noble G

    Hi ,

    Thanks for reaching out and sorry to hear about your experience. We see that you have created a ticket with our support team. 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.

    Regards,
    Noble

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  • John Skidmore

    Exactly the same thing is happening to me.  The camera is only a couple of months old - same firmware as you... I guess this is a firmware bug?  Very annoying since it’s not useful to have a security camera that you can’t rely on.  Did you get any solution?

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  • Bernard

    I had a reply that having fast roaming set on my wireless router might be the cause,  I’ve just checked and this was set, but I haven’t had an opportunity to add the camera back to HomeKit since resetting it earlier today.

    If this is the answer, it seems strange that the same settings did not previously cause a problem. I find it frustrating that Logi can just push firmware with no release notes and no option to not take it.  Once (if) I get stability I’ll be blocking Internet access from the camera’s IP address.

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  • Bernard

    So far, so good. After unsetting fast roaming my View seems to be maintaining its connection.

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  • Bernard

    I spoke too soon. Camera went back to its old ways: offline most of the time. Logitech looking into it, but I suspect this one’s a lemon.

    I put another next to the problematic one. It updated to the same firmware and seems solidly connected.

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  • David2618

    Same issue here. Monitored wifi signal, electrical signal, and the only thing I can’t detect is if getting 2.4 ghz conflict. I wonder if there is a way to use a fixed IP, so I may be able to isolate the camera?

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  • RajanDesai1823

    I’m going to bump this back up.  I just started to experience this issue for the last few weeks.  I have a a Circle 2 (HSV) that isn’t having any issues.  Same firmware.

    Camera detail:
    SN: 2017CDG00J##
    FW: 8.2.64

    Network details:
    Ubiquity UniFi
    WPA2 Default
    FastRoaming = disabled
    Wifi Band = both
    Multicast = enabled

    AppleTV configured as HUB:
    Model: A1625 (32GB)
    tvOS: 14.2 (18K57)
    Network: Ethernet

    Camera Connect Stats:
    Channel     3 (11ng)
    Signal        84% (-57 dBm)
    Rx Rate     52 Mbps
    Tx Rate     72 Mbps
    Power Save   Not enabled

    Attempted Resolution steps taken:

    1. Cycled network (router, access point, switch)
    2. Power cycled camera
    3. Removed, reset, and re-added camera to HomeKit
    4. Confirmed latest updates applied for all items in question (AppleTV, iPhones, iPads, etc...)

    Anyone try anything else besides FastRoaming?

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  • ashley ballester

    Having the same issues ! Same firmware as you 8.2.64 

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  • Alvaro Velasco

    I have the same issue

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  • RajanDesai1823

    Just wanted to update this thread.  Scouring the internet on this topic from reddit, apple forums, and unifi (my wifi stack) forums.  I learned a lot about HomeKit and Bonjour.  The Circle View would constantly drop from bonjour or wouldn’t be able to find the service even though my wifi would report it’s connected with solid signal.  Check out the “Discovery” app on the app store.  This app basically helps you visualize the devices available via the Bonjour service on your network.  If your device doesn’t show up here (_hap._tcp.) then HomeKit won’t see it either.

    After seeing my device being dropped from bonjour, I found that my Circle View camera is EXTREMELY sensitive to the channel that the 2.4GHz band is broadcasting on.  In my case that is channel 1.  I’d be interested to see what others have their channel set to.

    So far, it’s been solid.  I will update here if anything changes.  Good luck to those having issues!

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  • David2618

    I have been fighting with this for a while with my Circle View camera(s). Tried all sorts of things including Rajan' suggestion. After reading it I decided to force a fixed IP address in my router, since you can't assign it in the camera. So I just assigned it as the IP address from the camera. Since that, if the camera goes offline at least it comes back online by itself. Prior to this I had to repower it (turn it off and on). So it is much better than it was, but obviously there is a core issue with either the camera or HomeKit that should be addressed.

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  • RajanDesai1823

    David2618 Do you have a single SSID for both 5GHz and 2.4GHz or separate SSIDs?  Are you able to see what channels you are broadcasting the 2.4GHz channel on?

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  • David2618

    Single SSID and the 2.4 is currently on Channel 6

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  • samuel61373355

    mine keeps going offline every so often randomly. when I go to check my recordings I see that sometimes it went offline and back on.it stays hours almost a full day at one point when I go outside to check the camera its on a red breathing light means its streaming but not recording thats strange what should I do 

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  • ashley ballester

    Hi Sam,

    A solid red light means online and recording. I found connection issues are usually because the 2.4ghz and the 5.0 ghz networks are not split and are broadcasted as one network. The camera can only use 2.4 so it gets confused. I split my networks and paired all my HomeKit stuff to the 2.4. Also having more than one HomePod has helped a lot, I bought a HomePod mini and this helps my main home pod deal with all the processing of video clips. I have 4 Cameras all very stable now.
    It also helps if you reserve the cameras IP address with your router, this helps it reconnect very fast if the camera does drop connection.

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  • ashley ballester

    You can go into camera setting on the home app to change what the camera is allowed to do

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  • samuel61373355

    hello thanks I did split my router 2 networks again im able to see the live stream but its not recording I turn it off and on and still nothing I unplugged it and nothing I have a HomePod mini and a Apple TV downstairs and I have two more upstairs I dont know what more to do in this situation I would hate to restart my router every single time this happens and reset the camera thats kind of a pain in the ass if u know what I mean 

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  • samuel61373355

    Ashley how do I reserve the cameras IP address ? I also have xfinity and my router is upstairs I live in a two story townhome I dont think its the connection cus im able to see but again it has a breathing red light which means streaming and not recording very weird

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  • ashley ballester

    Do you have the cameras set to “allow stream and record” in settings ?

    Not sure with that router, I just have a basic sky router. Have a look in the settings on the router. Somewhere it will say reserve IP.

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  • samuel61373355

    yes I have that on and I found out how to reserve it but idk why its saying its under the 5GHZ one not the 2.5 very strange and the light seem to be solid red but when I test it I dont see it being recorded 

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  • samuel61373355

    sorry its that I have 3 logitech security cameras and I think I got confused but now im testing to see if I can see anything when im away from my home and I cant it gives me the No response Screen this camera is not responding when I get off wifi so idk whats going on 

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  • samuel61373355

    none of my Logitech are working off wifi thats weird 

     

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  • James Davis

    Circleview is a fail. 

    I’ve been reading these comments and I commend everyone that has tried to address this bug, but Circleview cameras were released with this bug and only they can fix it. 

    We’ve tested 3 of these cameras sitting one foot from each other and adjusted the channels up and down the bandwidth pattern and they always fail to maintain a solid and consistent connection. 

    Logitech’s support has only provided canned responses so they are either incapable of fixing it or don’t care about it…don’t waste anymore time on these. I suggest you all begin looking for camera’s that are ‘thread’ enabled and move away from these devices. 

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  • Russell Wagenaar

    I also have this issue. My camera will go offline and back online after a few minutes throughout the day or night. Sometimes it will stay online for a while, but about 3 days ago now the matter got worse. I am now waking up to about 20+ notifications on my phone.

    What is the best clue for Logitech is that the camera stays connected to the network 100% of the time this is happening. So I believe this could be a software/firmware bug. My friend also has the exact same issue with 1 out of 3 of his cameras.

    I'm appalled to read how long this issue has been occurring. I would not have bought this camera if I knew of this issue and the fact Apple is promoting it on their web site for sale.

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  • samuel61373355

    I had to return it and I see that amazon dont have any more in stock so maybe there making a better one with better connectivity I had so much issues with that camera 

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