Occasionally you might get a notification that your Circle device has lost Internet connection, needs attention, or is offline. What's this notification mean and when will you see it?
When your Circle device can't be reached by our server, you'll get a notification that it Circle has lost its Internet Connection, offline, or needs attentions. This could mean your network is down, something is wrong with the power for your Circle device, the Circle device has been moved out of range from your router, or something else.
If your network goes down and your Circle device is unable to communicate with our servers, you'll get the "Looks like your Circle is offline." notification. When you're at home, try navigating to a website like google.com. Can't reach it? Something might be wrong with your router, or there may be an Internet outage for your Internet Service Provider (ISP).
What can I do?
You might check to see if your router is on and the Internet connection light is indicating a connection. You can try rebooting the router or your router and modem by powering them off. If you're still having issues reach out to your ISP.
If your Circle device dies from power failure, you might see this notification. Is your Circle device plugged in? The battery inside your Circle device will keep it going for an hour or two, but not forever.
What can I do?
Make sure your device is plugged into a working outlet or that the power strip it's connect to is turned on. You might need to try a different charging cable or base if your Circle device's power keeps dying. If you're still having issues get in contact with us using the information at the bottom of this page.
Did your router or Circle device move?
If your Circle device can't communicate with your router because something is in the way, or the router is too far away, then it won't see itself as paired and you'll get the "Looks like your Circle is offline." notification. If you find that your Circle device is still on but the light on the back is blinking that means its unpaired.
What can I do?
Try moving Circle closer to your router. We recommend 3-5 feet, or even better connect Circle over Ethernet cable directly to your router via the Ethernet port above the power plug in. After you've done so it's never a bad idea to reboot Circle by holding the power button down for 10 seconds until the light turns off, and then clicking the power button once to turn Circle back on. Read more about rebooting Circle here.
If the Circle's light keeps blinking, you need to re-pair Circle to your network. Open the app, tap "Pair New Circle" and follow its prompts to connect to the Circle hotspot and continue pairing.
Other Troubleshooting Steps
- Reboot the Circle device. Turning the Circle device OFF and then ON again can help to get you back into the Circle app properly. You can do so by holding down on the Circle device on the back of the device for 10 seconds.
- Reboot your router. At times, the communication between the Circle device and the Circle app breaks down at the router. Rebooting (i.e., restarting) the router can help to resolve this issue.
- Force close the Circle app and reopen. Different phones do this in different ways but a quick search online can help.
- Check the light on the back of Circle device. If it's blinking, you may need to pair your Circle device again, so proceed through pairing again as detailed above. If it is solid, there was likely a misfire of the app. Close the Circle app and relaunch it. If the issue continues you can reset Circle, remove it from under Menu >> Settings, and then set up again.
- Ensure nothing changed with your network. Changing your Wi-Fi network name or password will cause the Wi-Fi pairing between your network and the Circle device to break. You can tell this occurred if the Circle unit is powered on but blinking.
You will need to go back through the pairing process for Circle again. For help pairing Circle to your network again, because the LED light is blinking, see here.
- Use the Ethernet cable. Connecting your Circle device to your router with the Ethernet cable provided can help to strengthen the communication between the Circle app and Circle device. Your Circle device's Ethernet port is located beneath the flap on the back of the device below where it plugs into power