Are you suddenly having connection issues with your Circle device? Two of the most common symptoms are:
- Many or all websites fail to load.
- Opening the Circle app gives a message like "Circle not found" or "Can't connect to Circle".
Try some of the following troubleshooting steps to see if we can re-establish a connection!
Restart your devices
Let's try a restart of the Circle device, your Circle app, your iOS/Android device, and your router.
To restart your Circle device: Simply hold down the grey power button on the back of the Circle for about 10-15 seconds, until the white light on the back turns off completely. Then, hold the button again for a few seconds, until the light comes back on.
To restart your Circle app: On an iOS device, double tap the "Home" button, and "slide" the Circle app up and off the screen. On an Android device, tap the window icon in the bottom right of the screen, and slide the Circle app off the screen to the left or right.
To restart your iOS/Android device: Usually this involves holding the power button on the iOS or Android device until a "Power off" button appears. Tap/slide the button, wait about 30 seconds, and then power the device back on by holding the power button down for a couple seconds.
To restart your router: Unplug your router from power, and wait about 30 seconds. Then, plug the power cable back in, and wait a few minutes for it to start back up.
Is Your Circle Device set up properly?
Let's make sure that the following things are true:
Are you using the correct application for managing your Circle device? You'll want to use the "Circle" application for managing Circle, and the "MyCircle" application for installing Circle Go on a child's device.
Is your Circle device paired successfully? You can tell if the light on the back is solid; if it's slowly blinking, then it is currently unpaired from the router. Usually this means it cannot see the router, or the password for the wireless network has changed.
Is your device connected to the same wireless network that the Circle is paired with? Try "forgetting" any other wireless networks (ie. 5GHz networks, extenders, guest networks) from your list of Wi-Fi networks. You can also try disabling cellular data to be certain you're connected to your home network; the easiest way to do this is to turn on "Airplane mode", and then connect to your Wi-Fi network.
Was your Circle device paired with a guest network, or an extender or access point? Circle should be set up with your main router's 2.4GHz wireless connection (whichever connects directly to your internet service provider). After setup, it can be connected via ethernet to this router.
Are you being filtered?
Sometimes, the Circle device itself might be doing too good of a job filtering websites. If you're able to access the Circle app, but can't load websites:
See if there are any OffTimes, BedTimes, Filters, Time Limits, or Pauses in effect for your profile(s) or device(s). It's possible they might be active and restricting access. Change these and then save your changes. Are you able to connect?
Check the profile's Usage and History. If the site in question is listed under "Filtered", then the Circle device is seeing that site and blocking access to it. If it's listed under "Visited", then the Circle device is properly allowing access to the website, and something else is happening.
You can also try removing devices and profiles from the Circle app and re-adding them. To remove a device:
- In the Circle app, tap the "Devices" icon in the top right of the main home screen.
- Find and tap on the device in question.
- Tap "Remove Device from Circle" at the bottom of the screen.
- The device will be re-added the next time your Circle device sees it has connected to the same network it is on.
To remove a profile:
- Tap on the profile in question from the main home screen.
- Tap "Edit" in the top right of the screen.
- Tap "Delete" at the bottom of the screen.
- You can then recreate the profile, and re-associate devices with it.
These troubleshooting tips should help with the majority of connection issues. Every once in awhile though, we encounter a unique situation that causes some communication issues between a home network setup and the Circle device. We first recommend checking our router compatibility article, to see if we've explicitly marked your router as incompatible. If it's listed as compatible or not listed at all, we might have to do some more troubleshooting together; please get in contact with us, using the buttons found below.