Can't Connect via App or Desktop

Are you having network difficulties?

The app goes directly to “add a new address” and won’t let me log out. Doesn’t allow me to see my actual address. Eventually it tells me I’m unable to connect to server.

Desktop give me a screen with:

{{ ::errorCtrl.code }}

{{ ::errorCtrl.error.title }}

{{ ::errorCtrl.copy.report_error }}{{ ::errorCtrl.copy.back_home }}

Are you having some difficulties?

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Same issue here. As I stated in my other post either the app or the server has been going down hill over the past few months. I just updated to 4.5.0 today. This version is not starting off on the right foot.
With all due respect Canary. Lets get it together. I’m beginning to see the reason for 2 stars.

Hey @kajmaya and @AverageJoeMN,

I can confirm we are currently investigating reports from users who are having trouble accessing the Canary mobile and web applications. As we receive more information, we will be sure to update our Status Page.

Thanks for your patience as we work towards resolving this, and apologies for any frustration this has caused.

Best,
Sean

I can confirm this to be an issue on iOS 14 as well. Thanks for the update, @Sean

Just updated to 4.5.0 which came out yesterday (08/03/2020) and the app on the iPhone won’t stop spinning when launching. Is the server down? This app has been getting worse and worse over the past few months. I think they need a new developer. Contact me if you need help with your code.

Hey @kajmaya,

There is current a server issue. I am merging your topic with an existing post about this.

Been a member for a few years.

We had a power outage in Philly around 12:30pm for about 15 seconds. My four cameras will not reconnect to WiFi.

My WiFi is working fine. I unplugged the cameras and the router. Turned off/on WiFi. Turned off/on iPhone 10 with Canary app and laptop that use the canary web browser. I unplugged/replugged in the cameras. The iPhone canary app opens, but the web browser version for pc seems totally down.

When I tried to sync the cameras, the blue light just blinks, then they fail to connect. The Cameras are Currently useless. :grimacing:. I called for tech support. Explained all of the above. ‘John’ thinks I might be part of the subset that can’t connect. That doesn’t explain the web browser not working. I tried to connect to your site on two pc’s. The iPhone app allows me to view past video only.

The issue is on your server end.

Is there an ETA on this issue?

Ironic the service stops working at the exact moment it’s needed the most. :thinking:

Please resolve the issue. Thanks.

Edited to add additional info. I’ve been thru this before.

While no one has replied🤷🏼🤔, I can report the website and cameras are Now up and running. 3:40 pm.

Thanks invisible helpers! :roll_eyes::wink:

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Hey @Lestatkatt,

Thanks for reaching out, and apologies for the frustration this caused today! Whenever we experience any issues like this, we leverage the Status Page I linked above to serve as a central hub for customers to get the most recent info and updates.

We did get confirmation that all issues should now be resolved. If anyone is continuing to experience issues, please don’t hesitate to let me know.

Best,
Sean

Recent iPhone update keeps causing my canary pro to glitch.
It won’t let me watch timeline videos and I can’t even scroll through my timeline. Just frozen on the first page.

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Hi @Samita,

Thanks for bringing this to our attention, and sorry to hear about the difficulties the app is giving you. I’m going to have one of our support agents reach out so we can gather more information here.

Keep a lookout for an email from support@canary.is

Best,
Sean

I cannot connect to app or website either this morning. Both of my Canary AIO cameras are showing as “Offline” even though my internet is working and currently testing at 849 down / 50 up. I can’t even log into the website. All I get is the error page below:

Hey @RobbW,

I just tested it out and it seems to be working fine on my end. I see you have a number of extensions installed, could you try the following:

  • Restart your computer
  • Disable all current extensions and see if it works
  • Try a different browser, also with extensions disabled

If if doesn’t work under any of that, let me know and reach out to Canary Support directly.

My problem has not been resolved. While I can view the timeline on my desktop the app is still not allowing me to scroll down or play anything. This REALLY sucks because before the download I could. Something recently changed and I don’t know what or why other than the iPhone update. The canary just isn’t serving its purpose when I can’t view the timeline on my app. I purchased three Canary’s and if this doesn’t get resolved I will need to search for another product to provide this service…what a waste!

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Hi @Samita,

Can you confirm for me what you device, operating system, and browser you’re having this issue on? Do you have any extensions installed? Have you tried this on any other devices?

I’m having the same issue ! Also at the top of my time line I have a pop up that ask “ how is your canary experience so far” with two selections list below “not great” and “excellent” . However it won’t allow me to click either answer to close the box. I have reloaded the app a dozen times !!

Hi all,

Thanks for reaching out and bringing this to our attention. Our engineering team is investigating these reports of inability to access the Timeline on the Canary mobile iOS app. It does appear to be impacting some iOS 14 users, but not all users on iOS 14. We realize this severely impacts the usability of the Canary app, and are working hard to get a fix out as soon as possible.