Circle breaks some SSL sites

[stevenhar]

So we have Circle enabled any even on devices associated with an unfiltered profile some sites fail to load, typically timeout.

Examples of such sites:

• https://support.tado.com/
• https://support.meetcircle.com/

Tried switched the device to unmanaged, still fails, only disabling Circle totally fixes the problem.

Originally tested on V2.5.0.30 but also the same on V2.5.0.38

[FURRYe38]

Please post about this over in the Circle forum:

https://community.netgear.com/t5/Circle-Smart-Parental-Controls/bd-p/en-home-circle

Thank you. 

[stevenhar]

This seems like it was also reported here:

https://community.netgear.com/t5/Orbi/Sites-inaccessible-because-of-Circle-since-last-firmware/td-p/...

For some reason there's no reply option to that thread 😞

[FURRYe38]

I would make contact with a forum moderator and hopefully they can help you out.

@Blanca_O 

[stevenhar]

Thanks have done that.

Some more information is that wireshark shows the initial connection being establised but then stalling, see attached image.

[FURRYe38]

What is the Mfr and model# of the ISP modem the NG router is connected too? Any built in router here by chance? Just checking. 

I presume if Circle is disabled entirely you don't have any problems getting to these web sites? 

[stevenhar]

No external router, just BT EchoLife HG612, Orbi router is doing the connection termination.

You are correct in that disabling Circle everything works fine, neither selecting unfiltered on the user profile or unmanaged on the device allow the sites to work.

[FURRYe38]

Sounds like this is a Circle issue. Hopefully a forum moderator and help. 

[DexterJB]

Hi @stevenhar, I have sent you a message. Please check your inbox.

Dexter

[stevenhar]

Working with netgear support on this one now, no breakthroughs yet.

Things tried:

• Circle reset to factory defaults
• Router reset to factory defaults

I did just discover something interesting the effected sites all see to be xxx.zendesk.com under the hood and they actually resolve to the same IP here 104.16.54.111 which doesn't seem like a coincidence.

[Retired_Member]

I'm seeing the same issue since I upgrade firmware on my Orbi to version 2.5.0.38. I finally disabled Circle and noticed my issues were resolved. Seeing failure to load some sites across various apps and websites.

Hoping this will be resolved so I can go back to using Circle in the household.

[DexterJB]

Hi @Retired_Member, this is currently being worked on by engineering. We will provide an update once available.

Dexter

[stevenhar]

After many debugging sessions with L2 support and waiting for engineering to respond for weeks I just recieved a reply that they can't find the issue so recommended getting a refund for our circle subscription.

I must say this is a very disappointing response and not something I would have expected.

Just to be clear this means anyone trying to access support sites being run by zendesk, including circles own support site, with circle enabled are unlikely to be able to do so.