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Circle view keeps disconnecting

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  • Official comment
    Praveen R

    Hi Balvir,

    Thanks for reaching out and sorry to hear about your experience with our product.

    We'd love to keep the conversation going directly with the Support Team. So, we 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.

    Regards,
    Praveen

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  • Bob Edelman

    From a community standpoint, others could be interested in a possible resolution or action that can be taken. By asking participants to reach out directly to the Support Team and create a ticket, it has the possibility of stopping any possible discussion here that could benefit others with a similar situation.

    To the original poster -- were you able to have your issue resolved? Or does it remain outstanding?

    On a separate issue (also posted in a different thread here), the conversation I had with the Support Team included me being asked, "Can you please give me the make and model # of the doorbell?" Not only did I mention I had the Logitech Circle View Doorbell in my first post with the Support Team, but also to my knowledge, Logitech only has one doorbell product.

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  • Balvir Bhatt

    Thank you for the comment Bob.

    Unfortunately I am still awaiting a response from the support team on this issue. I agree using this forum would be a more efficient way to utilise the wider Logitech community knowledge base.

    I will be sure to update this post with any resolution I can find for this issue. I continue to face the same problem and hope to have a solution soon.

    Have you found a solution to your doorbell issue or is this still outstanding?

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  • Bob Edelman

    Out of curiosity, do you know how much voltage you have going to your Logitech Circle View Doorbell? I did have to change out my transformer as my original (20 year old) doorbell was only at 8 volts (too low for the Logitech Circle View Doorbell).

    I installed a new transformer and had it set to the 16 volt / 10 VA setting. I've recently started to have multiple offline/online events during the day (yesterday I had 15) which is why I had interest in this thread. I just bumped the transformer up to provide 24 volts at 20VA (a change in the screw terminals being used) and I have yet to have another offline/online event (but it's only been 40 minutes). Not sure if it will help, but it couldn't hurt (I think).

    Update -- it has now been four hours since I adjusted the voltage and not a peep versus it happening at least once an hour yesterday. The transformer was easily accessible for me as it's tied to an electrical box in the ceiling of the unfinished section of our basement. There are three screw terminals on the transformer. #1 to #2 provides 8 Volts, #2 to #3 provides 16 volts, and #1 to #3 provides 24 volts. All I had to do was move the wire from the #2 screw terminal to the #1 screw terminal (keeping the other wire on the #3 screw terminal)

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  • Bob Edelman

    Just a final follow-up for my situation where I was faced with a similar situation as the original poster.

    1) I did adjust the output of my doorbell transformer from 16V 10VA to the 24V 20 VA setting (available on the same transformer -- see earlier post). This appeared to have an immediate positive effect.

    2) I found that the "Connected" HomeKit Hub had changed from my usual Apple TV device to one of the HomePods I have. The Hub information is shown in the Home App -- Home Settings -> Hubs & Bridges. I powered off the HomePod and waited for the "Connected" HomeKit Hub to change (which it did after about five minutes)

    After having the situation where the Circle View Doorbell was repeatedly going off-line and back on-line repeatedly during the day (over 15 times a day), I have not had a single issue in over three days now and I am considering my issue as now resolved.

    I hope this can help others when faced with a similar situation.

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  • Balvir Bhatt

    Hi Bob,

    Thanks for the comments above. I haven’t measure the power output but I have tested different power sources and although I had a positive impact for around a day I have now gone back to constant online / offline notifications via HomeKit.

    From a hub perspective, I have a number of apple HomePod minis and an iPad that is setup as a home hub but they tend to switch which one is connected based on last use.

    I have also adjusted internet connection and tried to use a static IP solution I had seen on another post about this issue but still no luck.

    I am still awaiting an official support response based on the “ticket” that was raised by the individual above but I am not sure I will get one anytime soon.

    Will continue searching other forums but it looks like it may be time to consider a different brand as my device is currently not online long enough to be of any use.

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  • Bob Edelman

    Hi Balvir,

    It might be worthwhile to check the version of iOS that's running on your HomePod Minis and see if it's the most up-to-date release version. Part of my issue may have been that I'm running a beta version on the HomePod. I don't really have much churn in the device chosen to be the HomeKit Hub -- and maybe that's a good thing (two HomePod Minis, two HomePods, and an Apple TV). I don't choose to use an iPad as a home hub though -- I think I'd rather have a device that doesn't move around the network as my hub.

    Regards,

    Bob

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  • Balvir Bhatt

    Hi Bob,

    Thanks, I have checked every device to ensure it is using the latest software release and I have decided to remove all but one HomePod to test if that reduces the noise on the network.

    In terms of network setup I believe the device only supports 2.4ghz WiFi frequency - did you make any changes to your network setup when you changed the “connected” home hub back to your Apple TV?

    It would be great if a Logitech engineer could engage in this forum or just get in touch to talk through the issues we have had.

    Appreciate your contribution, I will let you know how the latest test goes!

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  • Bob Edelman

    All I did was unplug the one HomePod that had become the HomeKit hub. As far as my WiFi network goes, I had not made any changes - but it is more complex than most. Other than the Xfinity wireless gateway, I also have two Apple Airport Extremes and four Apple Airport Express access points - along with a MoCA backbone to the far end of the house. I also separated the 5GHz network from the 2.4GHz network with different WiFi network names.

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  • Bob Edelman

    After almost a week of no offline/online warbling, it started happening again. I was looking at the wireless devices connected to my access points (I have several used to extend my WiFi signal) and I found that the offline/online events coincided with the doorbell switching from one access point to another. I then realized that I had recently reconfigured the access point near the doorbell’s location to extend the wireless network.

    I completely removed that access point so the doorbell would no longer migrate its wireless connection from one access point to the other — and the issue appears to have been resolved.

    Balvir — do you by any chance happen to have any WiFi extenders or repeaters in your WiFi?

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  • Jacob Peterson

    Wanted to add my vote to the issue here. I am having constant connecting / disconnecting for 3 circle view 2 camera's that I have on my network. I have a ubiquiti network with a Dream Machine and 2 AP's. Every few minutes one of the cameras is connecting / disconnecting and I can't figure out why. Everything else seems to be working well on the network. It is just the 3 circle view 2 cameras.

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  • Bob Edelman

    After the changes I made, my disconnecting/connecting issue was much better -- up until last night. I removed the doorbell module from the holder this morning to find what appears to be the plastic melting/deformation around where the contact points are. I opened a support case on it.

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  • Chris

    Hello,

       I recently made a pinned post to help with some common issues that may be causing your problem. Please have a look at that post and see if any of the information there helps with your situation. To sum it up in order to properly diagnose the issue causing the disconnection we need to know the color the status LED is flashing at the time of disconnection. In the post I describe some typical troubleshooting that should assist with your issues. 

     

    https://support.logi.com/hc/en-us/community/posts/1500000961321-Common-issues-and-solutions-for-the-Circle-View-Doorbell

     

    Bob, for your issue I see that you've created a ticket that is being worked but for the community I was wondering if you have installed the Chime Kit into a compatible chime?

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  • Bob Edelman

    Yes -- the chime kit is installed and is working (although I currently have it switched off in the Home Settings for the doorbell). I'm beginning to suspect a marginal connection to the connecting points in the housing -- which could have led to the deforming of the plastic surround them in the wall mount. The status light was "breathing green" when I removed the doorbell unit this morning and then re-seated it. It's been fine since I did so (and tried to "clean up" some of the plastic deformation around the contact points in the housing.

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  • Bob Edelman

    It appears that an advance ship RMA wasn't possible -- and my doorbell was working (but would likely fail again) -- so I chose to "sacrifice" the identical components from the angle mount that I don't use and replace the ones that had scorch marks and plastic deformation.

    A picture of the parts I removed -- showing the scorch on one of the contacts and the heat deformed plastic cover plate

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  • Bob Edelman

    Even after the change to replace the base contacts, here's last night's offline activity (all times are CDT). 10 events in all roughly over a 4 hour interval.

    1:13 AM - 1:15 AM
    1:51 AM - 1:56 AM
    2:11 AM - 2:15 AM
    2:46 AM - 2:54 AM
    3:17 AM - 3:23 AM
    3:25 AM - 3:36 AM
    3:38 AM - 3:41 AM
    4:03 AM - 4:10 AM
    4:11 AM - 4:14 AM
    5:01 AM - 5:18 AM

    I was able to pull down the logs from the device and definitely do NOT see any "shutting down for critical temperature" events during those times (besides it's night time). There have been absolutely NO issues during the day -- could there be some external system that is being contacted that was off-line. Although neither of the other two HomeKit Secure Video cameras in the house had any issue last night.

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  • Scott McDonald

    Bob, this may not resolve your issue, but as I posted elsewhere on this forum, you *might* have the same wifi problem that I had. Here's my prior post:

     

    I have had disconnection issues much like others here have described. The frustrating part was I could get the doorbell connected to wifi and to Homekit, but it would eventually go offline. I did a LOT of troubleshooting, and I fixed my problem. 

    My conclusion: The Circle View Doorbell does not support WiFi encryption using either the newest WPA3 standard or the older WPA2 standard if PMF (Protected Management Frames) is enabled, even optionally.

    I suggest you check your router's settings for WiFi encryption:

         (1) If the router is set to WPA2/WPA3 Personal, try changing it to WPA2 Personal and restarting your router and all other access points.

         (2) If your router is already set to WPA2 Personal, check the advanced settings for PMF status--if it is enabled (even if "optional"), set it to disabled, then restart the router and all other access points.

    In both cases, probably you will have to reset the Circle View Doorbell and re-add it to Home. But it should stay connected after that.

    Good luck.

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  • Bob Edelman

    Hi Scott,

    For me, the issue appears to have been solved by fixing the issue due to the problem with the contacts on the rear of the unit. Knocking on wood, it's been solid for around four weeks now.

    - Bob

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  • Scott McDonald

    Bob,

    That’s great. And your fix sounds like it was addressing a power problem. And a power problem is apparently what I still have.

    It turns out, what I stated in my previous post probably is accurate, but it is not the only problem I’m having. Even after I changed my router settings and reinstalled the Circle View Doorbell outside, I still am having connection issues. At no time have I had a flashing red LED to indicate thermal issues - just slow green indicating network issue. I relocated the doorbell indoors and connected it to 5V DC, and so far no problems. So, at this point, I think I may be having an AC transformer issue. My multimeter tells me I’m getting 18 V AC and about 0.36 amps AC at the doorbell. I know watts and volt-amps are not exactly the same, but if one equates volt-amps to watts, 0.36A at 18 V equals about 6.4 W. That’s probably not enough if the doorbell requires 10 VA. I’m going to try replacing my existing 16V / 10VA transformer with a 24V / 40VA transformer and see what that does. Frustrating.

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  • Bob Edelman

    Scott -- you might want to take a look at the electrical connection pins on the rear of the doorbell unit as well as their corresponding contact points at the rear of the mount. I wonder if I may not have fully seated the doorbell into its housing at some point that then led to a marginal connection (even though the doorbell was receiving some power) resulting in a bit of electrical arcing -- that then degraded those connection points.

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  • Michael Disabato

    Thank you all for the heads up on the transformer. I just installed my Circle View and noticed it bouncing last night. The transformer is the original 16v/10va unit. After noticing the CV was running very warm, I concluded not enough V causing too many A. I've upgraded to a 24v and will let you know if that solves the issue. 

    Thanks again. 

    Michael

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  • Scott McDonald

    Well, I have about run out of solutions. I followed Bob‘s suggestion, and made sure that the doorbell was making good contact. It was. I changed my transformer to a 24V / 40 VA, and that stopped the intermittent offline events during the day. I dumbed down my WiFi security to WPA2 Personal from WPA2/WPA3 Personal, and that stopped most of the network issues I was having. But the doorbell goes off-line every day from about 5:30 to 6:30 PM, as the setting sun shines directly on it. The LED never flashes red to show a thermal issue, but most likely the doorbell is responding to the direct sunlight. It usually comes back online after the sun goes further down in the sky, but today it wouldn’t. Unfortunately, because of the way my porch is built and the location of the doorbell, there is no reasonable or acceptable solution I can think of to shade the doorbell. I reset the doorbell and re-added it to HomeKit. I’ll see what tomorrow brings. After that, I’ll try contacting Logitech support. But if they can’t provide any new solutions, sadly I feel I will have to send this sucker back.

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  • Bob Edelman

    You might try downloading the logs if you have familiarity with examining log files. I’ve been able to do this from an iPad (but not an iPhone). I do get thermal shutdowns for certain late in the day, but they clear after 10-15 minutes.

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  • Jason Rodrigues

    I had this same problem. The issue is the transformer that you are using. I use WPA2/WPA3 also and its not an issue.

    This doorbell requires 24v to function properly. The Logitech info makes it seem like it can work with lower voltage but that's what causes all the issues. 

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  • Ed V

    ***edit 7/18/21***

    No luck. This was a temporary fix (I was bypassing a dead chime kit just make sure the device actually worked). Support ticket is in for the dead chime kit, but the disconnects from wifi continue. Unfortunately I am out of my return window for returning to Apple.

    @Jason - Thank You! Had the same symptoms after running through the official “corrective steps” and changing up WiFi configs to no avail. Was as simple as installing an 8/16/24v 30a xformer and hooking up the doorbell to the 24v terminal. No more disconnects. You are indeed correct - 16v is just not enough. Logitech should just update their specs AND “corrective steps” to add this.

    BONUS TIP: If, after fixing your disconnects with all the factory resets and removals from HomeKit, your doorbell stops recording - just restart your Home Hub (AppleTV, iPad, or HomePod/mini).

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