So you're currently having issues browsing to a particular website or connecting to the Internet while your Circle device is on your network. Is it just happening for one device in particular? There might be a filtering issue going on or something else. This article will help you identify the particular device having issue, and steps to try to allow the websites and platforms that aren't working.
It's always a great idea to try a restart of the application and device before digging in too deep: sometimes things just need to be restarted. Be sure to force close the application and reboot your computer or phone to see if that helps.
Which device is which?
In order to diagnose the right device in your Circle app, we want to make sure we're looking at the right one. To do that, we will use your device's "MAC address." A MAC address is a unique ID number for the physical device. If you aren't sure how to figure this out, please check out this article about finding your device's MAC address.
Once you have the device's MAC address, you can follow the instructions found in this article for matching that MAC address with the proper item in your Circle device list. Once you're sure you're looking at the right device in the Circle app, proceed on with the problem below that best matches what you're seeing.
Everything works except this website/app!
Sounds like the particular service you're trying to use might be partially or completely filtered out by your Circle device! First, let's see if it shows up in your History as "Filtered":
- Navigate to the profile which the device is associated with.
- Tap "History".
- Tap the "Filtered" tab.
Do you see websites listed here that you recognize and want allowed? Simply tap on the website, and choose "Set as Allowed" or "Set as Unmanaged" to remove the restriction in place.
I can't access the Internet at all!
This sounds like a miscommunication between your Circle device and router and is possibly affecting all of your devices. Check out this article for some Circle device-specific troubleshooting steps for network connectivity.
If it really is just the one device unable to connect to the internet, there might be specific programs/settings on that device preventing a successful internet connection, like a VPN, proxy, or advanced network settings manually set on the device.
If the Circle device is disabled and the device still cannot connect to the internet, then it's very likely a networking issue related to the device, rather than your Circle device interfering.
Unmanage any network gear
Make sure you only assign devices to managed (Adult, Teen, or Kid) profiles that you recognize. If your network gear like a router appears, we recommend setting that to "Unmanaged" so that Circle doesn't interfere with that device or others. You can check your router or modem for the MAC address and manufacturer and see those listed in the Circle app for easy identification. For more on Unmanaging devices, see here.
To assign or reassign a device to Unmanaged:
- In the Circle app, open the Devices list by tapping Devices on the Home screen.
- Tap the name of the device you would like to change to open the Device Settings screen.
- Tap Assigned to.
- Check the box next to Unmanaged.
If you're seeing slowdown or disconnect on a device that you don't care about your Circle device monitoring, like your own, or a smart TV, we recommend setting it to "Unmanaged" as well.
Note: With more than 50+ plus managed devices and a lot of traffic, you might start to see some issues connecting to the Circle or some slowdown in the app. Make sure to remove any old devices that are no longer on your network, and set any devices to "Unmanaged" that you don't care about filtering or managing.
Make sure Circle has a good connection
If the Circle device has a weak WiFi connection it may do better over Ethernet or closer to your router. This can eliminate issues where devices can't reach the Internet. 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.