Having trouble installing Circle Go? Let's try the following troubleshooting steps to see if they help!
Restart your devices
Let's try a restart of the Circle device, your Circle and MyCircle apps, your iOS or Android device, and your router.
To restart your Circle: 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 and MyCircle apps: On an iOS device, double tap the "Home" button, and "slide" the Circle apps up and off the screen. On an Android device, tap the window icon in the bottom right of the screen, and slide the Circle apps 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 device set up properly?
Let's make sure that the following things are true:
Are you using the correct application for setting up Circle Go? You'll want to use the "Circle" application for purchasing a Circle Go subscription and managing devices with Circle Go, and the "MyCircle" application for installing Circle Go on a child's device.
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.
Has the device been set to a filter level other than None? The device that is being set up with Circle Go needs to be associated with a profile that has a Pre-K, Kid, Teen, or Adult filter level set.
Is Safari restricted in your Settings? Part of the installation process requires opening up a website via Safari to install the device management profile. The restriction for Safari will need to be turned off during setup, but can be re-enabled after setup is complete.
Do you have a MDM or VPN profile already installed? Circle Go must be the only VPN and MDM profile installed on your device (located under Settings -> General -> VPN and Device Management, respectively).
These troubleshooting tips should help with the majority of setup issues. Every once in a while though, we encounter a unique situation that is a bit trickier to diagnose. We might have to do some more troubleshooting together; please get in contact with us, using the buttons found below.