I'm getting a "Something Went Wrong, We couldn't talk to your Circle" error message

During the initial connection to the Circle hotspot, it may be that you receive this alert message when you return to the Circle app and try to proceed through setup. (See here for our entire Circle setup guide.)This alert indicates that the phone or tablet that you are using to setup your Circle device is having a difficult time talking to your Circle.

If you are receiving this alert:

  1. Ensure that your Circle is turned ON and has consistent power. You may need to try another power cord and base if it does not have power.

  2. Move closer to Circle to ensure a strong Wi-Fi connection between Circle and the device you are using to set it up.

  3. Make sure Circle is close to your router (we within recommend 3-5 feet).

  4. Return to your Wi-Fi settings and ensure that your device is properly connected to the Circle-xxxx hotspot.

  5. Check to see if your phone or tablet is running a program that makes it connect to the Internet in a unique way, such as a VPN, a data compression service, a proxy connection, or something else connected to an MDM (Mobile Device Management) profile. These may need to be disabled in order for your phone or tablet to be able to talk to Circle during setupIf you are unable to turn off those services, you may need to use another device to get Circle setup. 

  6. If you are using an Android device, turn off data on the device and any smart networking switching capabilities.

  7. Force close the app and then try again.

  8. You may need to reboot your Circle by powering it OFF (hold down the power button of 10 seconds until the light dies) and then ON (by clicking the power button once).

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.

NOTE: Devices that use a VPN, data compression service, proxy, or MDM service will most likely be able to manage Circle after setup, even if they are not able to perform the initial setup process. This restriction only applies during setup.

Need more help? Select your device below.

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