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Circle View Constantly disconnects from otherwise perfect Wi-Fi

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12 comments

  • Nicolas Hoban

    Hi Ellis, I also have this same issue (I only bought one, almost 12 months ago) and have repeatedly had this issue of dropouts. It's almost unusable and completely unreliable. I contacted support and they gave me the following instructions:

    "If your Circle camera frequently disconnects, it may be due to WiFi Fast Roaming being enabled on your router, modem, or WiFi access point."

    I couldn't find anything relating to fast roaming option on my router or modem, so I still haven't been able to resolve.

    I'm thinking it's a faulty unit... are you having trouble with all 3 camera's?

     

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  • WinstonBenny

    Hi, I have the same issue... Again.  It was happening since I first installed the Circle View Doorbell when the doorbell was first released.  Then after quite some time, I read there was a firmware update that was going to fix the issue.  A couple months later it arrived and the issues seemed to be fixed.  The doorbell was staying online and for the first time, reliable.  For a few months anyway.

    Just in the past week or so, it's going offline multiple times each day again.  it's very cold in Chicago, so it's not overheating, and it goes offline at night too when the sun has set.  It's as bad as it was and completely unreliable.

    When contacting support in the past, they act as if it's the first time they've heard of this issue and insist it's my network.  I have an Orbi Mesh network with the primary device 10 feet from the doorbell.  The doorbell is connected to a 2.4Ghz network.  I also have  many other devices connected to the same network and they are always available.

    I've tried all the solutions that I could find online like disconnecting power, factory resetting it, uninstalling it from HomeKit and setting it up again, buying a new transformer with more watts and amps, nothing worked until the firmware update.

    I don't know if they just updated the firmware again, but the issue just started happening again.

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  • John Lehman

    I just bought two and am regretting my purchase.  I have one in same room as WiFi router and another on other side of wall and they both just drop from network.  The Eufy cameras are flawless.  

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  • Andrew Glazier

    I have the same problem. 3 cameras, all connected to a wi-fi mesh network. No rhyme or reason. Some are 15 feet from the nearest router, some are much farther. They are are all equally likely to drop connections. They go offline multiple times per day. Sometimes they don’t come back online. I have tried binding them to one of the mesh routers in case it was a roaming issue. No luck. Feel like I’ve blown $500 on cameras that are super unreliable.

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  • Ellis Smith

    I'm returning all three Circle View cameras. Logitech support came back with the most ridiculous suggestions I've ever heard, like disabling the 5Ghz radio on my GT-AXE11000 router. I'm sorry, but I've been using a Dropcam on the 2.4Ghz band in peaceful coexistence with the 5Ghz band since 2014 across a variety of routers with no issues whatsoever. If disabling the most-used part of my WiFi setup is the price of using a Circle View, count me out. In the hopes that my foolish choice to buy a Logitech camera can be helpful to others, I'll copy and paste the laughable suggestions from Logitech Support below, in full. Good luck suckers!

    If you are using a dual band router (uses 2.4 and 5.0 GHz band), please try to turn OFF the 5.0 GHz to avoid conflicts between the two bands. Additionally, please turn off the WiFi fast roaming feature on your router then we can also try to perform the following:

    1. Kindly remove the camera in Home app and reboot the Home System (router and the Hub)
    2. When boots up, please try to reset the camera (I understand this may be the first thing you've tried before contacting us but we are doing this again because we just rebooted the home system).
    3. Kindly eliminate use of any extenders (if has any)
    4. Try to relocate the camera then re add it in Home App
    5.please try to reset the camera.
    6.Please make sure to try to reset the router
    7.Make sure to turn off guest network and try to turn off 5.0Ghz connection
    8. use other power outlet
    9. Tried to reconnect the device to homekit or circle app

    If the problem still persists, kindly try a different hub (if possible) or try to test on a different network to isolate the issue.

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  • Mads Poulsen

    I got 2 Circle View cameras back in september. I also have 2 Eve Cams. I have a new Linksys MX8400 Mesh Wi-Fi 6 with homekit integration. All my devices works great, but as soon as I connect the Circle Views to the Wi-Fi, all devices loses the ability to "surf the web" or use any streaming service within 24 hours. My router can make a speedtest, and I get notifications and can se my cameras when I'm out, so there is a connection somewhere.
    I can then cut the power to the cameras and restart my router and every thing is fine until 24 hours after I turn on the camaras.  
    I can extend the working period by changing the lease time of the IP-adresses.

    All hardware are running on latest firmware.

    Does anyone have a solution to that?

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  • Ellis Smith

    Here are some more suggestions sent to me by Logitech support. TL:DR - apparently frequent disconnections on a normal multi-band router (both 2.4 and 5 GHz) are a known issue.

    —-

    We sincerely apologize for the issue that you're getting with your camera.
    The Circle cameras are internet based cameras and the performance of the cameras depends on the internet connection. Once the internet connection will get weak due to traffic, this could cause the cameras to get offline in the app and once the internet connection will be stronger, the camera will get back online as well.
    Also, the Circle View camera is compatible with 2.4 GHz connection only and using dual connection will greatly affect the camera's connection and may cause the camera to disconnect.

    We will be glad to replace your cameras as long as we will be able to isolate the issue.
    We regret to inform you that we cannot process replacement for your device unless we will be able to isolate the issue or else you will still encounter the same issue even with the replacement device.
    if the issue is with the connection, even if we will replace the cameras you will still encounter the issue.

    Kindly follow the steps below for us to isolate the issue of your camera:

    1. Make sure that the camera is located within the Wi-Fi range
    2. Check that the camera is connected to the main router instead of a Wi-Fi extender or repeater
    3. Check for obstacles near the camera that could cause interference, such as microwave oven, refrigerators, and washing machines - the major culprits
    4. Is the router updated to the latest firmware?
    5. Disable fast roaming on your router/WiFi settings
    6. Disable 5.0 GHz connection
    7. Relocate the camera to other location
    8. Connect the phone to a different network then try to add the camera.

    If the issue persists try the advance troubleshooting methods;
    1. Kindly try to use channels 1 to 11, Auto for 2.4 GHz band, and try again.
    2. Try to reserve IP for the Circle Camera using the router’s DHCP settings - steps will be available in the router manual.
    3. Make sure that the Circle is connected to the router's main Wi-Fi network, not the guest network.
    4. In the router settings, under Advanced > Setup > WAN Setup, make sure that Disable IGMP Proxying is turned off.
    5. Ensure that the WPS settings are turned off.

    Please notify us regarding the results. Let me know if the suggestions above does not help resolve the issue so that we can keep working for resolution.

    For future reference your ticket number is 8051053. If you require any further help or support, please do not hesitate to contact us. We're more than happy to help.
    Once your ticket will get resolved/closed you will receive an email for our short survey. Hopefully you can fill it up for us.

    Thank you for being part of our Inner Circle!

    Have a great day!

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  • Mads Poulsen

    Hi Ellis
    Thanks for sharing the above suggestions - unfortunately they didn't work :-( I will try to contact support.

    Happy New Year :-)

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  • Adrian Knight

    Hi Mads. Did you have any joy with support? Like many other people my Circle View camera disconnects frequently (at least every day). I cycle the power to bring it back on line. Nothing else on my network suffers from this problem.

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  • Mads Poulsen

    Adrian:

    Nope... my Circle View cameras remain online in the HomeKit app, but they kill the connection to the internet for everything else after aprox. 24 hours :-( I can then cut the power to them, and 5 minutes later my Wi-Fi works like a charm. Turn them on again, and 24 hours later they kill the connection.

    Don't know why they are behaving like that, but it is f...... annoying, and it makes the camaras useless at the time.

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  • Ellis Smith

    A quick update for posterity, and I don’t know if this will help anyone, but I returned all my Circle Views to Apple and replaced them with Eve Cams. Since the day I connected them the Eve Cams have been working flawlessly. I did not have to change any settings on my router, disable the 5 GHz band, or any thing like that. I will update if anything weird starts happening with the new cameras but it’s been about two weeks and no issues so far. The main downside is the image quality isn’t quite what the logitech‘s was when it was working, But I’m just so elated to have something that works that I haven’t really cared. I believe there’s also an additional light sensor in the Logitech that the eve camera lacks. But again I never set up any automations to use this functionality on the logitech since it never really worked reliably, so I’m not really feeling any FOMA.

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  • chitral tour

    I'm having the same issue. Three cameras are linked to a wi-fi mesh network. There is no rhyme or reason. Some are only 15 feet away from the nearest router, while others are much further away. They are all equally prone to losing connections. They go offline several times a day. They don't always come back online. I tried connecting them to one of the mesh routers in case it was a roaming problem. No luck. I feel like I've squandered $500 on cameras that are completely unreliable.

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