Canary uses Bluetooth to change your device's Wi-Fi connection. In certain cases your Canary device may encounter a pairing issue with your mobile phone or tablet:
- App fails pairing process and device light continues to flash blue.
- App succeeds pairing process but device light shows a solid blue state and does not proceed.
Note: To learn more about changing Wi-Fi connections, visit this article.
Toggle Bluetooth off and on
By turning off Bluetooth you essentially clear the cached connection to your Canary device.
- Open your Android phone Settings.
- Under "Wireless and networks" the Settings app will display a "Bluetooth" toggle button.
- Tap the toggle to turn Bluetooth off.
- Please turn off your mobile phone or tablet.
- Reset your Canary device.
Note: To reset the Canary Pro, disconnect the Micro USB cable from the back of Canary, then reconnect it to restart your device. For the Canary Flex, hold down the back button for five seconds until you hear the shutdown sound and the LED ring turns off. - Please turn on your mobile device.
- Re-attempt to change the devices Wi-Fi or ethernet connection.
- Turn Bluetooth back on when prompted by the Canary app.
Clear Canary app cache and data
- Open your Android phone Settings
- Tap on Apps
- Tap Application Manager
- Tap Canary
- Tap on Storage.
- Select Clear App Data and Clear App Cache.
- Re-attempt toggle Bluetooth off and on steps again.
Note: By clearing your app cache it will require you to log into your Canary app again.
Clear Bluetooth cache and data
This step in troubleshooting will erase any current connections saved in your Bluetooth’s connection log. Cached Bluetooth data can slow down the device and works as an obstacle in many cases.
- Open your Android phone Settings
- Tap on More
- Tap Application Manager
- Tap view ALL
- Tap Bluetooth share
- Tap on Force stop
- Tap Clear cache and clear data
- Tap on ‘OK’ to confirm and restart your device.
- Re-attempt to change the devices Wi-Fi or ethernet connection.
Important: Once you clear the cache and data, power cycle or restart your mobile device or tablet.
Reinstall the Canary app
If you continue to have issues pairing your device you may have to reinstall the Canary app. By reinstalling the app it will help clear the app cache and data.
- Force close the Canary app
- Gently tap and hold the Canary app icon.
- Tap the X/Uninstall that appears next to the icon.
- Restart your mobile device or tablet.
- Re-download and reinstall the Canary app from the Play store
Make sure to allow all Canary app permissions (Android 6.0 or later)
In addition to your Android phone Bluetooth settings you will need to verify you have allowed the Canary app access to Bluetooth. During setup, the Canary app should have asked permission to use allow Bluetooth. If you originally declined permission, or made any other changes to your phone’s settings, you may need to enable permissions for the Canary app in your phone settings.
- Open your Android phone Settings
- Tap on Apps
- Tap Application Manager
- Tap Canary
- Under permissions make sure everything is allowed, enabling anything that is currently disabled
Try another mobile device or tablet
If the above steps didn't provide a resolution, please attempt with another Android (or iOS) device, as there's always a chance that the issue may be specific to a particular Android phone, or tablet. For security reasons, if you do not plan on continued use of this device please log out after changing your Canary's Wi-Fi connection.
Important: Before attempting any new Bluetooth connection you should always reset the Canary.
Remove and deactivate your device
If all else fails, please attempt to remove your device from your account and setup again.
To learn more, visit How do I remove and deactivate a Canary?
Contact support
In the event you are unable to change your Wi-Fi connection, please open a ticket with Canary support.
