On September 28, 2017, we announced changes to our Free Service for all customers. This article addresses some frequently asked questions about the changes.
Who is affected by these changes?
All customers who created accounts prior to August 14, 2017 will be introduced to the new Free Service experience. Customer accounts created on or after that date already have this Free Service experience.
When will these changes take effect?
Beginning October 3, 2017.
How do these Free Service changes affect me?
Devices on the Free Service will no longer be able to record video when in Home mode, and Night mode will no longer be available for these devices. For devices that were previously set to record in Home mode, Home mode will be changed to a new setting that allows users to Watch Live even though recording is turned off. Users can still opt for full privacy when in Home mode, i.e., no recording and no Watch Live.
Note: Home mode settings changes will be applied over a multi-day period beginning October 3, 2017.
In addition, you will notice changes to your in-app features and functionality. The updated Free Service experience includes the following changes:
|Timeline||Multiple devices at a single location now have 24 hours of history for each device, instead of splitting 24 hours across devices.|
|Motion Activated Recording||All Free Service customers will receive recorded Video Previews that begin when motion is detected. Canary Members receive full-length videos that begin when motion is detected and last until the motion ends.|
|Downloads, Sharing, and Bookmarks||Downloading and sharing videos from the app is only available with Canary Membership. Customers using the Free Service will still be able to bookmark unlimited Video Previews to their timeline.|
|Home Mode Settings||The ability to customize Home mode to record video and/or send motion alerts will only be available with Canary Membership. Customers on the Free Service have the option of enabling Watch Live when in Home Mode or opting for total privacy.|
The ability to schedule Night mode (not to be confused with Canary's automatic night vision) is only available with Canary Membership. Night vision while watching live is unaffected.
What is a digestible video preview? How does it highlight key activity?
A Video Preview is a 10-second long video clip of a motion-triggered event. The way it works is that when your Canary device detects motion it runs what it sees through an algorithm to assess when the activity passes our “motion-threshold”—for example a person walking has a higher motion score than tree branches blowing in the wind. When our algorithm sees activity that passes the threshold it records the 10-second Video Preview and that is what gets uploaded to your timeline in the app. A single Video Preview is recorded for each motion-triggered event.
I downloaded the latest Canary app; why don't I see the ability to Watch Live in Home mode?
Watch Live will not be available in Home mode until Canary All-In-One and Canary Flex devices are updated to firmware version 2.2.0. Firmware updates are staggered for security reasons, so devices will be updated over the course of the week beginning October 3, 2017. Check back in on your Canary app throughout the week to see if your device has been updated to this version.
If your device is on firmware version 2.2.0 or above and you still don't see the Watch Live option when in Home mode, check your device's mode settings to ensure that Watch Live is set as available when in Home mode.
What can I do to prepare for the change to the Free Service experience?
We recommend downloading and saving all previously bookmarked video prior to the changes to the Free Service on October 3, 2017. On that date, all previously bookmarked video will migrate to a Video Preview, and you will lose access to downloading without Canary Membership.
Note: For information on video downloads, visit How do I download a video event?
What happens to existing bookmarked videos from my Timeline?
All bookmarked videos will remain their original full length and accessible on your timeline until October 3, 2017. Beginning on that date, all bookmarked videos and timeline videos will change from full-length videos to Video Previews. If you need to download a full-length bookmarked video, we suggest doing so prior to October 3, 2017.
Can I keep my legacy plans rather than switching to the new Free Service?
No. All customers who are not on Canary Membership will shift to our new Free Service experience. This is a change in our cloud service implementation, and the prior Free Service experience will no longer be available
What are the benefits to upgrading to Canary Membership?
If you’d like to get all the features and functionality Canary has to offer, then you may want to consider upgrading your account to Canary Membership. While the Free Service offers real-time core security features such as 24/7 Watch Live, Video Previews stored on a 24-hour timeline, and smart notifications. Canary Membership unlocks access to customizable modes, unlimited downloads and shares of created video, Two-Way Canary Talk, and Web app access for desktop streaming.
To learn more about Canary Membership, visit canary.is/membership/
Note: The email communication delivered on 9/28 contains an exclusive one time offer for Membership.