Having trouble getting your Circle device set up and connected to your network? You've come to the right place.
Note: having issues with Internet connectivity after setting up Circle Home Plus? You may need to enable Compatibility Mode. Learn more here.
How to use this article
- Find your Circle device/product section below
- Work through the troubleshooting steps for your product
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!
Best practices before setting up Circle
Remove any other Circle product from your network
Circle Home Plus does not work properly if there is more than one instance of a Circle or Circle-like product on the network. If you have already installed a Circle product on your Wi-Fi, please disable it before proceeding. Examples of Circle or Circle-like product that might interfere with pairing:
- Circle with Disney device (Circle 1st generation)
- Circle on NETGEAR (Circle 1st generation)
- FamilyMode Home Base
- Sky Hub with Broadband Buddy enabled
Make sure Circle is ready to pair
Set up your Circle device using the provided power cable and adapter on its own outlet or a known to work power strip. After plugging it into power wait a couple of minutes before setting up. Before setting up, checked the LED light on your Circle device.
The power light is a white LED on the back of your Circle Home Plus.
- If the light is blinking slowly, this means Circle Home Plus is in "pairing mode," meaning it's not already connected to a network and is ready to be paired.
- If the light is solid, Circle Home Plus believes it is already paired, so the Circle App won't be able to find it when attempting to pair. You can unpair Circle Home Plus through the Circle App. Tap the menu button in the top-left corner of the home screen, then tap "Settings" and "Remove Circle home Plus" to get it back into pairing mode. Don't worry, none of your profiles or settings will be affected by resetting Circle Home Plus. You can reset it manually to get into pairing mode again.
- If the light is flashing quickly, Circle Home Plus may be encountering hardware problems. Check the power or try resetting your Circle device then set up as new.
- If the light is off, Circle Home Plus is powered off. Verify that the power cable connections are secure and that it's plugged into a working outlet, then hold the power button down for a few seconds.
Recommended before setting up: reset the Circle Home Plus device
A super easy way to get Circle working and connected to your network is to reset it and set up as new. Don't worry this won't remove any of your devices, profiles, or settings.
If you've set up Circle previously and have access to the Circle app Menu: open Settings >> and tap "Remove Circle Home Plus". To complete the reset process you will need to reset the Circle Home Plus manually by following this guide. After doing so, wait a minute and then open the menu again and tap "Set up Circle Home Plus" to proceed through pairing again.
Make sure everything is up to date
Make sure that the Circle App and your iOS or Android operating system are updated fully. You can update your device from the system Settings app and can update your Circle app from the App Store on iOS or the Play Store on Android.
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.
Troubleshooting setup issues
Close and restart the Circle App
Run into an error during setup? Sometimes all it takes is a quick restart. Close the Circle App on the device you're using to pair Circle Home Plus, then launch it and try again.
Ensure you're using the Parent version of the Circle App
Only the Parent version of the Circle App can set up Circle Home Plus. To switch a Kid device over to the Parent app, uninstall the Circle App, reinstall it, set up as a Parent device, and sign in with your Circle Account.
Reset the device and set up as new
You can reset the Circle Home Plus device manually to get it ready for set up. You can do so by following this guide. Don't worry this won't remove any of your devices, profiles, or settings.
As well, open the Circle app >> Menu >> Settings >> and tap "Remove Circle Home Plus" if that option appears.
After doing so, wait a minute and then open the menu again and tap "Set up Circle Home Plus" to proceed through pairing again.
Issues While Setting up over Ethernet
By default, Circle Home Plus pairs over Ethernet before Wi-Fi. Ensure an Ethernet cable is connecting Circle Home Plus to your router and that the cable is plugged in tightly on both ends. Also, verify that the link lights on the Ethernet ports are showing activity by blinking or turning on and staying solid.
As well, Circle Home Plus does require that all devices are plugged in and currently have power. Check that the power lights are on for both the router and Circle Home Plus.
Circle Home Plus must be connected to your main router that provides wireless internet to your home, not a Wi-Fi extender or mesh network mode. If you're not sure, look for a box with blinking lights, a power cable, some ethernet ports, and perhaps a few antennas.
Make sure you're on the right Wi-Fi network
Connect your phone to the same network that you're trying to pair with Circle Home Plus. If you're on another network, or connected via cellular data instead of Wi-Fi, you won't be able to pair Circle Home Plus.
Network Switches
In most cases, you can plug Circle into your network Ethernet switch connected to your main router without major issues. Make sure the switch isn't managed and separating Circle on a different VLAN/Subnet than your main router. We don't recommend putting Circle more than one switch uplink away from your main router.
Still having issues setting up over Ethernet?
Try resetting the device using the guide above under "Reset the Circle Home Plus device". You can try again to set up afterwards, or leave Circle on Ethernet and powered on for 24 hours to allow the device to update and try again the next day.
Issues While Setting up over Wi-Fi
If you're skipping the Ethernet pairing step, there are a few special considerations you should be aware of:
- Ensure Circle Home Plus is within 3-5 feet of the router and there's a clear line of sight between them.
- Make sure your Wi-Fi network is password-protected.
- The default password for the Circle Home Plus hotspot is 'mycircle' (but it'll change after first pairing). If that password isn't working reset the device, forget the Wi-Fi network on your phone/tablet, and try again to set up.
- Make sure you're selecting the Wi-Fi network created by your router, and that the password is correct.
- Make sure you remain connected to the Circle Home Plus hotspot for the duration of the pairing process. Turn off cellular data on your phone (as well as any WiFi Assist features) if you're having problems. Note: the Circle network put off by the device (Circle-****) is only used during set up. Your device may warn you that it does not have internet access. You can tell your device to stay connected if prompted.
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!
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.
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.
Android Users
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.
Still having issues setting up over Wi-Fi?
Try resetting the device using the guide above under "Reset the Circle Home Plus device". You can try again to set up afterwards, or leave Circle on Ethernet and powered on for 24 hours to allow the device to update and try again the next day.
Network issues during setup
Check router compatibility
Check out this article to see if the router that you're trying to pair with has any known issues with Circle Home Plus.
Check network configuration
In rare circumstances, network configuration could be at the heart of the issue. Check out this article for help ensuring that communication between Circle Home Plus and the Internet is allowed.
Firewall settings
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!
Advanced Network Issues
Have a more advanced network with multiple APs or extenders, switches, high security firewalls, etc.? See our article here for assistance with pairing or other problems.
See how Circle handles different types of network connections here.
Reset Circle Home Plus
If you continue to see issues after the above, you may need to reset Circle Home Plus and add it back via the app. You can unpair Circle Home Plus through the Circle App. Tap the menu button in the top-left corner of the home screen, then tap "Settings" and "Reset Circle home Plus" to get it back into pairing mode. Don't worry, none of your profiles or settings will be affected by resetting Circle Home Plus.
As well as the above, make sure to manually reset the device using this guide. Afterward the device should begin blinking slowly when powered on and should be ready for set up. Open the Circle app and then try setting up Circle Home Plus again from the Menu.
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.
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.
Android Users
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.
Firewall settings
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!
Specific errors
Are you getting a specific error during setup? 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.