There are a number of issues that can crop up while you pair your Circle device with your Wi-Fi network. We built a helpful walkthrough of Circle pairing to help you isolate the problem and get it resolved. Take a look below!
Additionally, you can check out the list of potential issues below for possible causes and resolutions. Is your issue not on the list? Use the search bar above, or contact support using the links at the bottom of this page.
Loading screen never finishes opening
If you are using the Circle 1st generation app on an iOS 13 device make sure you enable Location permissions. We use these to set up your Circle device and the app will not load correctly without it. You can change that setting during installation of the app or from Settings > Circle > Location > tap "While using".
Circle device is in a "dead zone"
Please ensure that your Circle device is able to successfully connect with your router, by placing it about 3-5 feet away, and avoid placing it in cabinets or other "heavy" furniture that may weaken the wireless signal. If you still can't connect, check out this article for more troubleshooting suggestions.
Wi-Fi list does not fill
Make sure that your device being used to set up your Circle device is connected to the Circle device hotspot, and hasn't switched back over to your home network. You can ensure this isn't happening by enabling Airplane mode to disable cellular data, and "forgetting" your home network(s) in your device's Wi-Fi settings.
Update your admin. device and app
Make sure that your admin. device with the Circle app is fully updated. As well, make sure that the Circle 1st generation app is up to date. If this is your first time pairing you might also need to update the firmware.
Should you continue to have an issue setting up a new Circle, leave the unit plugged in overnight to your router via Ethernet. This will allow the unit to update its firmware overnight. You can then try to setup again the next day. You can also force a firmware update by following this how to.
Before proceeding through set up we recommend turning off data for your device, and as well any smart WiFi switching or what's called "WiFi assistant". This will keep your device from connecting to another source for Internet access during set up since the Circle Hotspot does not have Internet access and used only during set up.
As well, make sure to enable permissions to your location services when pairing to the Hotspot. Android requires this permission to proceed during pairing, and we will not use your location permission otherwise.
In rare circumstances, a router's firewall might be intercepting the connection between the Circle device and the internet after pairing completes, or even in the pairing process. Check out this article for instructions on what to check for in your router's configuration to ensure communication between your Circle device and the Internet is allowed.
Your network doesn't have a password
Your home network should have a wireless password associated with it, in order to join. If it doesn't, you'll have to set one up; contact your ISP or router manufacturer for help with this. There is also a security benefit to this, so we recommend adding a password for that reason alone!
Are you getting a specific error during setup? Check out this article for the error "Can't Connect to Circle" after you enter your network info. Head over to this article if you are told "Something went wrong..." when trying to connect.
Cannot find Circle
If you're getting a message stating that Circle cannot be found when attempting to pair it to your Wifi, try turning off Cellular Data and going through the process again. Note: you might have trouble connecting to Circle if you are using a VPN on your phone or tablet during setup, or if you return to a different network than Circle paired with.
Hotspot password isn't working
If you've just reset your Circle and are trying to set it up again from scratch, on occasion the Circle may display the password from before the factory reset. Instead of the displayed password, try mycircle.
If you're having trouble connecting to the Circle hotspot when it's asking for the default mycircle password, head over here for assistance.