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There could be a number of contributors to any performance issues with Watch Live, but the following guide aims to offer potential solutions for determining whether this is an issue that can be solved on your end, or needs to be investigated on ours.
Attempting to use the Watch Live feature while on a slow internet connection can cause issues with your Watch Live experience: the video quality may be low, skip or buffer endlessly. There are a few things you can try to resolve these issues.
Note: To learn more about improving your improving your Canary devices connection, visit this article.
Check your App
Make sure your Canary app is running the latest version. You can also try the following actions:
- Force close the Canary app
- Log out and back into the Canary app
Check Canary status
If you see a red banner at the top of the Canary app that says "Unable to connect at this time," your phone is having trouble connecting to the internet. Using your preferred browser, navigate to a webpage to verify that your phone is connected to the internet.
If you are connected to the internet, but still seeing the same error message, check the Canary system status page to see if there are any temporary service interruptions affecting the Watch live experience. If the status is "Operational" that means all things are normal with the Canary Cloud.
If you see a message on your Canary apps home screen that states "Canary is offline" your device could be unplugged, your location may be having a power outage, the camera may not be connected to the internet or the Canary cloud may have a temporary service outage.
The first step in troubleshooting Canary should always be disconnecting and reconnecting the device to power. Disconnect the Micro USB cable from the back of Canary, then reconnect it to restart your device.
Canary can communicate the reasons for an offline error by changing the color and behavior of the LED lights located on the underside of the device.
To troubleshoot light specific information, check the following:
- For Canary All-in-One, visit Why is my Canary offline?
- For Canary Flex, visit Why is my Canary Flex offline?
Reset your router
There's always the chance that the issue may be related to your network. To help eliminate this ambiguity, please restart your router to see if that improves the Watch Live experience.
Watch Live stream is skipping
If there's any difference in performance between a wired and wireless connection, it's possible that the issue with Watch Live is related to your network connection, but not your connection speeds.
For example: if Watch Live works when Canary is connected with an Ethernet cable, but doesn't when connected to Wi-Fi, there may be an issue with your Wi-Fi connection. In a case like this, leave Canary connected to Ethernet until a permanent solution is determined.
Note: Canary Flex does not include an Ethernet port, and connects to the internet exclusively via Wi-Fi.
Switch to Wi-Fi
If you are using a mobile connection to access the Watch Live stream, 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 loading your live stream 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 stream quality improves. This can indicate performance issues with your local network.
Watch Live stream latency or lag
Canary devices on slow networks may experience a delay in the Watch Live stream. The slower your network, the longer the latency you may see when attempting to view your Watch Live stream. Due to how Canary processes video data from your device, customers may see a short delay between what is captured real-time with the device and your Canary app, simply because of the upload time required from a network for Canary to communicate with the cloud.
If you experience long latency please check to see if your network speeds are sufficient enough to Watch live from your devices location. Visit speed test to test your network from your mobile device in order to determine if it meets the minimum requirements. If the results show that your upload speed is below 1 Mbps or your ping is above 180 ms, your network may not be able to fully support Watch Live.
Contact your ISP
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.
Watch Live stream buffering or video quality
If the video stream doesn't fully load when you tap on Watch live and only shows a spinning icon, you may have an issue with one of the following:
Canary devices on slow networks such as DSL can directly impact our Watch live service. The device may require a larger share of your connection that your network provides due speeds or ISP throttling. Bandwidth throttling is the intentional slowing of Internet service by an Internet service provider.
Check to see if your network speeds are sufficient enough to Watch live from your mobile device. Visit speed test to run a test on your network to determine if it meets the minimum requirements. You will need at least 1 Mbps upload speed per Canary device on the network. Contact your internet service provider to upgrade your connection speeds.
Improve your Wi-Fi connection
Your Canary device may be too far from the router, it may not get a strong enough Wi-Fi signal, which could result in unexpected interference between your Canary and your router. Obstructions such as walls, glass, or other electronics can also interfere with Canary's Wi-Fi signal. Moving your Canary closer to your router and eliminating obstructions can greatly increase the strength of Canary's Wi-Fi signal.
Note: To learn more about wireless interference, check out the this article.