If you see a message on your Canary apps home screen that states "User Unauthorized" while attempting login your phone may not be connected to the internet or the Canary cloud may have a temporary service outage. The message is a direct result of a slow down in communication between the Canary app and the Canary cloud.
In both cases, you can troubleshoot this issue right in your own home. Resetting your password is not a recommended troubleshooting step for this specific error message. The authentication services Canary uses for logging in to the Canary app are the same services that are used to reset your password.
Check Canary Status
Check Canary system status to see if we're experiencing any temporary service interruptions that may impact logging in to the Canary app. If the status is "Operational" that means all things are normal with the Canary Cloud.
Try logging in again
If your first attempt to login to the Canary app did not succeed then we recommend attempting to login up to three more times. If you continue to see the same message then we recommend waiting 60 minutes and then attempting login again.
Note: After five consecutive attempts to login you may be locked out of your account for up to 15 minutes.
Check your mobile connection
Switch to Wi-Fi
If you are using a mobile connection to access the Canary app, you may want to try switching to a Wi-Fi connection. Having a strong Wi-Fi connection on your mobile device can greatly improve performance over a mobile connection, particularly if the mobile network is 3G or slower.
Switch to Mobile connection
Alternatively if you are having trouble logging into the Canary app on Wi-Fi you may have a slow connection or no connection to the internet on your local network. You may want to try turning off your Wi-Fi temporarily to see if your service improves. This can indicate performance issues with your local network.
Check your password
Check to make sure you are typing the correct password. If there were any short service interruptions on the Canary cloud and you attempted to change your password during this time the action may not have completed.
- Go to my.canary.is/
- Type in the email address you use for your Canary account and your password.
- Select login and verify the login succeeded.
In the event you are remain unable to complete login to the Canary app after 60 minutes, please open a ticket with Canary support.