Network setups can be complicated, and it can make things even trickier when introducing a new device to your network. If you're adding Circle Home Plus to a network that includes more than one router, there are some points you should be aware of. If these tips don't help for your specific situation, or you have questions about your specific router model and Circle Home Plus's compatibility, please feel free to reach out to us using the contact links below.
Your Internet service provider might have provided you with a modem/router combo for your house. You may have also connected a second router to this for WiFi connections.
Circle Home Plus will only manage one network at a time. Make sure that you plug Circle Home Plus into the router to which all devices you want to manage are connected. Additionally, to prevent cross-network contamination (or what we call the 'double-NAT' scenario), we recommend connecting the router paired with Circle to the ISP's modem/router via the paired router's WAN/Internet port. You may also want to bridge your ISP-provided modem/router in order to ensure only the one router is managing your network -- refer to your ISP's support or documentation for instructions on doing this.
If you've elected to go the WiFi pairing route and are not connecting Circle Home Plus via Ethernet, simply ensure Circle Home Plus is within 3 - 5 feet of the paired router and has a clear line of sight to it. The rest of the direction above will still apply.
Circle Home Plus works with a majority of extenders, but you'll want to make sure they are se tup with the same SSID as your main network, or attached to your router over ethernet. [Check here] to see if your extender has been marked as incompatible with Circle Home Plus by our team.
In general though, we do not recommend pairing Circle Home Plus with an extender if you have the option. If you have an extender on your network and are having issues setting Circle Home Plus up, try powering off the extender temporarily until Circle Home Plus is paired. Then plug Circle Home Plus directly into your router using the provided ethernet cord and power on the extender. Don't pair Circle Home Plus with a Wi-Fi network that has the same name as your normal network but with an added "_EXT". That's the extender's network, and pairing to that will mean Circle Home Plus can't see the rest of your network.
Mixed connection networks
Some routers are capable of combining the 2.4GHz and 5GHz bands and creating one SSID for your WiFi network. Typically, Circle Home Plus works great with this type of configuration.
If your router combines the 2.4GHz network and 5GHz network and you're having issues pairing Circle Home Plus with it, you might need to separate the bands temporarily during setup and then combine them again after Circle Home Plus is paired (in this case, we recommend also plugging in Circle Home Plus via ethernet after you're set up). Refer to your router's manual for how to separate these bands.
Is Circle Home Plus not tracking devices when they're connected to the 5GHz band? Certain routers are incompatible with Circle Home Plus. Check out our router compatibility list to see if there is a known issue with Circle Home Plus and your router's chipset. If you're concerned that something is wrong when using the 5GHz band on your router, contact our support team using the information at the bottom of this page.
Circle Home Plus works with a majority of mesh network systems, but occasionally they can have issues pairing. When you're initially setting up Circle Home Plus, you might need to separate the 2.4GHz and 5GHz bands and power down your mesh networks satellite units, while leaving the main gateway up. Your gateway unit is the one that is connected to your home's modem via an ethernet cord. Satellite units might connect to it via ethernet, or more likely, via a mesh wireless network. Pair Circle Home Plus to the 2.4GHz network, and then plug it in via ethernet. Afterwards, you can bring your satellite units back up. Just make sure to set them as "Unmanaged" if they appear in the Circle app's device list.
Many routers have security settings turned on by default to help protect against unwanted internet traffic and ensure the safety of your home network. However, some routers have firewall settings that may filter out Circle Home Plus's requests to reach the internet.
Please take a look at our Advanced Firewall page for information about settings to check in your router's configuration. If you think you're having issues related to your firewall, you can log into your router to change its settings. We don't recommend turning your firewall completely off, but you can lower the settings and try to use Circle Home Plus with these changes.
The majority of routers have a "guest network" feature that will create a separate Wi-Fi network for your guests to use. Typically these types of networks have security settings (like client isolation) that make it difficult for Circle Home Plus to manage devices on them. We don't recommend pairing Circle Home Plus with a guest network during setup. If you want to make sure that Circle Home Plus is tracking your family's devices, we recommend turning the guest network feature off, or changing the network's password and only giving it out to guests. Check out this page for more on how Circle Home Plus works with guest networks. Also, our router compatibility list has a few devices marked as having a known issue with Circle Home Plus and your router's guest network feature.
Circle Home Plus and Mobile Hotspots, or Satellite Connections
Circle Home Plus was developed for use with your typical home router using a DSL or Cable connection to the Internet. Mobile hotspots and satellite connections tend to be incompatible with Circle Home Plus and we cannot guarantee that Circle Home Plus will work to manage these types of networks.
Circle Home Plus can only manage one subnet at a time, and will only see traffic that goes through the subnet it is paired with. If you have multiple network segments, through the use of a guest network or otherwise, make sure that you only connect devices you want Circle Home Plus to manage to the same subnet as Circle Home Plus is on. For more on how Circle Home Plus handles multiple subnets or VLANs, check out this article.
IP or MAC Spoofing Checks
Some routers enable you to turn on a security feature that keeps devices on the network from spoofing their IP or MAC address. Typically, IP or MAC address spoofing is used to elude detection on a network. Circle Home Plus's filtering and management tools use similar practices to MAC address spoofing, so we don't recommend enabling MAC or IP spoofing checks on the network you want Circle Home Plus to manage.
A common setting in AT&T branded routers (usually manufactured by Arris) is "IP Passthrough", which will cause issues between the router and Circle Home Plus if connected via ethernet. If you'd like to use Circle Home Plus over ethernet, please make sure this setting is disabled. You can read instructions for doing so here.
Certain ASUS routers can enable a feature known as NAT acceleration, that does not work well with Circle Home Plus's features. If your router is capable of NAT acceleration and you're having issues with Circle Home Plus that is related to slowness or connectivity over ethernet, we recommend turning NAT acceleration off. Check your router's manual for how to do so, and here for a list of affected routers.
Two Linksys routers (AC1900 EA7500 & AC2600 EA8500) feature an option called Express Forwarding, that does not work well with Circle Home Plus's features. If you own one of these routers and Express Forwarding is enabled, we recommend turning it off for Circle Home Plus to work properly. Check your router's manual for detailed instructions.