Canary Offline Message


#1

I’m new with Canary and Canary flex as of Friday. I am having issues with repeat offline messages and circle of death trying to load live view for flex model.

My band with is not the issue. Flex is 8 feet away from front and closer to modem. I have Ring door bell that is further than where I have flex and have no issues.


Canary Camera Quality
#2

I have moved this post to a new topic as it is a separate issue.

I’m sorry you’re having offline messages. Can you describe the exact message you are receiving? Here is some more information that may also help you.


#3

Message says Canary flex offline. The message appeared on screen as I was testing accessing live view while away from home. This happened multiple times. I gave up after not being able to connect. I checked my timeline later on and offline status showed Canary flex was offline for 2hrs+ before connection was restored automatically. I should point out my ring doorbell which is roughly 8ft further (away from Canary flex) did not show offline when I check online status.

My canary flex is positioned in a open empty area with no other electronics. The device was not plugged in when I received the offline messages. I did see the red bar indicator top of my phone screen (iOS 7plus) multiple times. I did check the Canary status page and everything looked good. Yesterday evening I disconnected my router (att U-verse), turned off the canary flex and reconnected the device. I will report back here if I continue to get the offline messages.

As of this morning when testing live view from work I gave up after seeing the connecting circle for 1 minute. I was not able to view live. Canary flex is still running on battery (not connected to wall outlet.

Thanks


#4

@mc183, would you mind plugging your Canary into the wall outlet and seeing if that solves your issue? If it does not, I would suggest that you file a ticket with Canary to try and solve this issue.

Click here to submit a ticket to Canary’s support team so that they can take a look at your specific device(s) and assist in figuring this out.

There are a few different ways you can contact support if you would prefer a faster response during business hours, you can find details about that here.


A few tips when submitting your ticket:

  • Include the email you use on your Canary login as your contact email so Canary can find your account quickly.
  • If you have multiple Canary devices, include this information and detail which models you are having issue with.
  • Include any pictures or videos that might help diagnose the issue you are having.
  • Be as detailed and clear as you can in your description to help Canary diagnose your issue.
  • Say what you have already tried and how you did it, this may help speed up your time to a fix.
  • Include a link to this topic if it contains additional information from other users that might help Canary.

#5

I will connect to wall outlet this afternoon and give it a day before I open ticket. If the offline messages stop while connect what’s next? It should matter if the device is connected or not, right?

I just happen to check canary flex as I check this thread for update and Canary flex shows offline. :confused: No telling how long it has been offline, the timeline did not register Canary flex offline. Is there a time threshold set for when the canary flex shows offline before it is logged in the timeline as offline? Checked the app few seconds later and camarera shows online.


#6

There shouldn’t be an issue with it being only on battery power, so it sounds like something might be causing an issue. But as a way to help figure out what’s going on plugging it in and giving that a try is a good idea.

The other thing you might want to also try is to disconnect the device from your account and set it up again.


#7

I will try disconnecting the device this afternoon and give that a try before connecting it to power. Is that the same as powering off the device (holding power button for 12seconds) isn’t that a reset?

Thanks


#8

There’s restarting and resetting, the second item on that list should be your first step, if that fails you can also remove it from within the app.


#9

Just to report here only (looks like I will be submitting a ticket after all). I just happen to check the status of canary fix and again i see the offline message. I switched over to main canary camera in second room then switch back to canary flex and camera switched to online. So weird. Switching back from both cameras was maybe 2 seconds. Just posting this here for later reference. I have screen shots saved for both instances (7am check and now 9am check). Timeline did not register camera was offline again.