Click here to troubleshoot with our guided assistant
Setup should take no longer than ten minutes. If setup fails or if it takes longer than ten minutes, there are a number of things that could be interfering with your device.
Note: If you're having trouble pairing with Bluetooth, visit Why can’t I pair with Bluetooth?
Move your device next to your router to eliminate signal interference
We recommend moving your Canary Flex as close to the router as possible to eliminate signal interference for the initial update. Some building materials, as well as proximity to other electronics and wireless devices, can affect Wi-Fi performance. To learn more, visit Wireless Interference.
Try another mobile device or tablet
If you’re still having trouble setting up your Canary Flex, try setting up with another mobile device. If you don’t plan to continue using the Canary app on this device, make sure to sign out of your account once setup is complete.
Note: Before attempting setup again, reset your Flex and toggle Bluetooth off from your primary device.
Additional troubleshooting tips
If you continue to have trouble here are some other things to consider:
- Verify your network is supported
- Check your network speed
- Check internet connection
- Update your router's firmware
Canary Flex is compatible with both 2.4GHz and 5GHz Wi-Fi (802.11 a/b/g/n) networks.
For an optimal Canary experience, the following types of networks should be avoided, or might not even work with at all.
- Mobile hotspots
- Guest networks
- Networks that require a sign-in page, such as coffee shops, hotels or airports
- Slow networks, such as DSL internet services, with less than 2MBs of bandwidth
Check your network speed
Check to see if your network speeds are sufficient to complete the update. Slow networks, such as DSL internet services, typically provide less than 2MBs of bandwidth for your internet connection.
Visit www.speedtest.net to run a speedtest on your network to determine if it meets the minimum requirements.
If the results show that your upload speed is below 1 Mbps or if your ping is above 180 ms, your network may not be able support Canary Flex. If the speedtest confirms you have a weak signal coming into your location you can contact your Internet Service Provider (ISP) to see if they are able to upgrade the connection to your location.
Check internet connection
Attempting to setup Canary Flex while on a slow or no internet connection can cause issues with downloading the required firmware update during initial setup. Confirm from your mobile device that your wireless network is broadcasting and you are able to connect your phone to your Wi-Fi.
If no connection, please try the following:
- Reset your router by removing it from power for at least 15 seconds before plugging it back in.
- After several minutes, please confirm that your network has completely booted up and you are able to connect your phone to your Wi-Fi.
Update your router’s firmware
To ensure compatibility with Canary, please install the latest firmware updates for your router. The latest updates and instructions can be found on your router manufacturer’s website.
Temporarily disable your router’s firewall and update security settings
Your router’s Firewall may be blocking communication with Canary’s servers. Firewalls are a router feature designed to prevent unauthorized access to your network, but they may interrupt the setup process. During initial setup Canary requires a mandatory firmware update to help ensure that your Canary device is always running the latest and most secure firmware available.
If your router’s firewall allows you to set low, medium, high protection, the high or medium settings may block Canary’s servers from downloading the firmware update.
To troubleshoot, check the following:
- Temporarily set your router’s firewall to the lowest setting or disable completely.
- Make sure the TCP port 443 and UDP port 123 are both open and unblocked.
- If your router has a hardware whitelist, add the *canaryis.com domain or the Canary hardware to the whitelist.
If you need assistance with modifying these settings, please contact your router’s manufacturer or ISP.
Note: After activating your Canary make sure to set your router's protection back to its previous settings.
Re-attempt setup of your Canary Flex
After updating your router's security settings and moving the Canary into the same room as your router, please complete the following steps before attempting setup again:
- Force close the Canary app.
- Toggle Bluetooth off and on.
- Reset Canary Flex by holding down the back button for five seconds until you hear the shutdown sound and the LED ring turns off.
- Turn on Canary Flex by holding down the back button for one second until the the LED ring is white and spinning, then release.
- Open the Canary app and add your Canary device.
Note: Please wait 60 seconds after restarting your device before attempting setup.
In the event you still are unable to setup your device, please open a ticket with Canary support. Make note of the Flex’s light behavior during setup and include your ISP and router model in your request.
- To see information for Canary, check out Why can’t I set up my Canary?
- To see information for Canary View, check out Why can’t I set up my Canary View?