There are a variety of reasons why your Canary Pro or Canary View may not be able to communicate with our servers. 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.
In most cases, you can troubleshoot these issues right in your own home.
Note: To see information for Canary Flex, check out Why is my Canary Flex offline?
Unable to connect message
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 Canary devices. If the status is "Operational" that means all things are normal with the Canary Cloud.
Troubleshooting
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.
Note: The first step in troubleshooting Canary should always be disconnecting and reconnecting the device to power.
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Solid White
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A solid white light if your device is online typically indicates that your Canary is recording. If your camera shows as offline then the device is stuck in the boot up stage, much like a solid red light. This typically occurs shortly after connecting your Canary to power. If your device is offline and appears solid white please attempt to change your devices Wi-Fi connection. Note: For more information on changing your devices Wi-Fi connection, visit this article In the event you are unable to initiate a connection over bluetooth, have power cycled your device and the consistent solid white light remains, please open a ticket with Canary support. |
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Flashing White (slow)
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A slow flashing white light indicates that Canary is connecting to the local network and attempting to update its system time. If your Canary remains in this state longer than a few minutes, your device may have lost its connection to the Canary cloud. Check the Canary system status page to see if there are any temporary service interruptions affecting Canary devices. If the status is "Operational" that means all things are normal with the Canary Cloud. We recommend resetting your Canary device if there are no issues with the Canary Cloud. |
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Flashing White (fast)
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A fast flashing white light indicates that Canary is unable to connect to the Canary Cloud. If your Canary remains in this state longer than a few minutes, it may be having authentication issues with our Cloud services. Check the Canary system status page to see if there are any temporary service interruptions affecting Canary devices. If the status is "Operational" that means all things are normal with the Canary Cloud. We recommend resetting your Canary device if there are no issues with our Cloud. In the event of a consistent fast flashing white light, lower your routers firewall settings to ensure the connection to Canary is not being blocked then remove the Canary from your account and setup again. To learn more about removing your device, visit this article. If the fast flashing white light remains, please open a ticket with Canary support |
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Flashing Red (slow)
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A flashing red light indicates that Canary lost its connection to the Wi-Fi network. If you connect Canary to a Wi-Fi network, please try moving Canary closer to your router, and confirm that you have an active internet connection by attempting to access the internet using another device on your network. In the event of a consistent flashing red light please 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 home WiFi. Once restored reset the Canary device to restore connectivity. If your device continues to remain offline and appears blinking red please attempt to change your devices Wi-Fi connection. For more information on changing your devices Wi-Fi connection, visit this article In the event of a consistent slow flashing red light, remove the Canary from your account and setup again. To learn more about removing your device, visit this article. |
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Solid Red |
A red light after connecting your Canary to a power source indicates that is in the boot up stage. This typically occurs shortly after connecting your Canary to power. If your device is offline and appears solid red please attempt to change your devices Wi-Fi connection. For more information on changing your devices Wi-Fi connection, visit this article In the event you are unable to change the connection over bluetooth, please open a ticket with Canary support. |
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Flashing Yellow
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A blinking yellow light indicates that Canary is in the process of switching between connections (e.g. Wi-Fi to Ethernet, Ethernet to Wi-Fi, or between two Wi-Fi networks. Ethernet applies to Canary Pro only). If you've left the yellow setup cable in the back of Canary after switching connections, please unplug it and restart your device. Note: If you're not currently in the process of setting up your Canary or switching between networks, do not keep the yellow setup cable connected to the back of your Canary. |
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No Color
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No color if your device is online typically indicates that your Canary is in privacy mode. If your camera shows as offline then typically the device is powered off or is having a power issue. Your Canary may not be getting enough power, check to make sure Canary is not plugged into an unsupported power adapter, your cable is not damaged, the cable has a solid connection to the back of your Canary, your charging cable is securely plugged in to the USB power adaptor and the power adaptor is firmly plugged into the wall outlet. Alternatively, if you suspect your adaptor to be faulty then you can try to use a secondary USB power adaptor from your iPhone or Android mobile device. Please also attempt to plug the device in to an alternate outlet. In the event that your device remains offline with no lights please open a ticket with Canary support.
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