Setup shouldn’t take 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 device 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, try setting up with another iOS or Android 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 Canary and toggle bluetooth off on 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
- Split your network into distinct SSIDs if using dual band
- Update your router's firmware
Canary View is compatible with 2.4GHz Wi-Fi (802.11 b/g/n) networks that are encrypted with WEP/WPA/WPA2. It is also compatible with newer routers, as they are backwards compatible with older devices.
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 2 MB/s 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 2 MB/s of bandwidth for your internet connection.
Visit www.speedtest.net to run a speed test 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 View. If the speed test 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 while on a slow 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.
Split your network into distinct SSIDs if using dual band
Most Wi-Fi routers are dual band now. The bands can transmit on the 2.4GHz frequency, the 5GHz frequency, or both. Canary View can only operate on the 2.4GHz band.
If you encounter any trouble connecting to your wireless network or downloading Canary’s mandatory firmware update your router may be broadcasting both frequencies under a single network name or SSID. If this is the case, we recommend separating the network so the 2.4 GHz and 5GHz frequencies operate under distinct network names. Additionally, this will allow Canary to operate on its own dedicated network.
Note: If you need assistance with modifying these settings, please contact your router’s manufacturer or ISP.
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 firewall and update security settings
If setup fails, 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 View 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 your ISP.
Note: After completing setup make sure to set your router's firewall back to its default security level.
Re-attempt setup of your Canary device
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.
- Power off your Canary by disconnecting the power cable from the back of the device.
- Reconnect the power cable to restart your device.
- Open the Canary app and add your Canary View 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 Canary's light behavior during setup and include your ISP and router model in your request.