Force an individual that has access into away mode


#1

I have my settings set to Auto switch and there is no way to put Cameras into Away mode when someone is Home.

I am a person that is home most all of the time. My husband, on the other hand, works on a line at a beef plant 20 miles away and turns off his phone after he gets to work but before he actually goes into the building and does not turn it on until he is through with work. There have been times he has NOTgone into “Away” mode even though the settings are right on his phone according to the Canary website. Sometimes there are updates made to the phone which change some settings but we don’t know about it to fix it before he leaves. You don’t know it’s not going to go into “Away” mode until it’s too late. Sometimes he even realizes it but can find no way to put himself into “Away” mode before he has to turn his phone off, even if he logs in and out. I’ve seen it myself.

I have different actions that need to happen in “Home” mode vs. “Away” mode. Anytime I leave the house I need to have the cameras in “Away” mode so that I get notices, from certain ones, if something happens. If my husband still shows to be in “Home” mode there is no way for me to force him into “Away” mode so that the cameras record correctly. According to what I read when Canary Customer Service pointed me to the page was “As long as a single member is home, Canary will remain in Home/Privacy mode”.

My only option at that point is to change my “Home” settings to the “Away” settings to accomplish what I need and then make sure I set the “Home” setting back to the way it was before I come in or it is recording things that I don’t need it to record, like me getting dressed and undressed or walking around without being fully dressed. I don’t think I should ever have to be put in that situation and yes I do need Canary to record that same area when I am gone but not when I’m home.

The bottom line is there needs to be a way to force anyone “including yourself” into Away mode.


#2

Hello!

Thanks for reaching out with the situation you’re encountering with your Canary. I’d be happy to help get things working properly.

If your husband is turning his phone off prior to leaving the house, then the Canary will have no chance in knowing that he has left and thus won’t automatically switch into Away mode once everyone is gone. If he does leave his phone on while leaving the house and it’s simply not detecting that he has left, then I’d recommend double checking the steps listed in this Help Center article here (Android - iOS) that cover all the most common reasons as to why this feature would not be working.

In regards to being able to manually switch your husband so that it shows him as “Away”, you are correct there is not a way to do this. What you can do is manually switch the location itself into Away mode even though it detects some users as being home. You can find the steps on how to do this listed here.

Hope this helps! If you have any additional questions or if there is anything else I can do to assist please don’t hesitate to let me know.

Best,
Sean


#3

Sean,

I changed the post as it was a little confusing. He does not turn off his phone until after he’s 20 miles away from home. We’ve had Canary for years and I have dealt with this issue for years. When it’s working correctly it’s awesome and when it’s not it’s…

So if I set it to “Away” mode when I leave and he is showing to be at home (even though I put it in “Away” mode), when I come back since I have auto switch turned on does it automatically go back into the “Home” mode when I come back home or do I have to manually switch it back? Canary is not the only thing that is on my mind when I leave or come home.

I get tired of having to open the Canary app to see the status. Is there a notification option that can be turned on that can stay at the top of my screen that shows me the status that Canary is in? If so, that would solve part of my problem. I have my phone set to notify me when someone comes or goes but it only tells me when the other member leaves or comes home (if his phone is working correctly). I can never tell if I’ve gone into “Away” status correctly unless I set an alarm to check it after I’m far enough out of the area and sometimes it doesn’t set me into “Away” mode until I actually click on the app and open it up. Am I missing something here?

My last point here would be that if I could just force him into away mode when I see that he is showing to be at home (and I know I will be leaving that day) then I could just leave and not have to worry about setting the camera to “Away” mode when I left.


#4

I am not sure which carrier you are on, however I used to have similar issues as well and finally determined that the My Verizon app was performing a regular “health check” on my phone. When this ran, it would turn off my Location Services on my phone and not turn them back on. With the location services turned off, the Canary app could not determine my location.

There is an option in the My Verizon app to not turn off location services when running the health check. Once I updated that, I have not had any other issues. Not sure if other carriers have something similar but this was my experience with Verizon.


#5

I am on Tracfone but fixing to switch to unreal service. The app doesn’t reset the settings. I think it’s when a software update is done that the location gets switched to “phone only” miode. My husband was also running the battery optimizer on his phone and I now have had him exclude Canary. It works fine most of the time but when it doesn’t you cannot put yourself into away mode no matter what you try. If Canary doesn’t do it by itself it’s almost impossible if not impossible sometimes to get yourself into away mode. I’ve been there done that many times. If you don’t realize your settings have been messed up then it’s a struggle. The location has never been turned off on either phone when I have run the settings check per your website. Thanks so much for trying to help.


#6

Hi @SookieSue I’ve answered some of your questions below.

Also thanks for sharing your experience @mattmbennett, I have not heard of the My Verizon app interfering before but that makes sense. I’ll share this info with our team to keep an eye out for it.

So if I set it to “Away” mode when I leave and he is showing to be at home (even though I put it in “Away” mode), when I come back since I have auto switch turned on does it automatically go back into the “Home” mode when I come back home or do I have to manually switch it back?

Yes, if you manually change the mode while auto-mode switching is enabled, it will resume it’s normal process the next time someone is registered as either arriving or leaving the location.

Is there a notification option that can be turned on that can stay at the top of my screen that shows me the status that Canary is in?

Unfortunately we do not have any sort of feature that would help with bringing attention to the fact that it didn’t properly change modes. The only thing that would come close is as you mentioned the notifications for when someone is registered as arriving or leaving.

I would also like to get you and your husband in touch with one of our Tier 2 Support Specialists on the team, to see if maybe we can identify the root cause as to why the geofencing feature if failing for your husband in the first place. I’ll be following up with a DM to gather some more info.

Thanks for your patience with this issue, we’ll do everything we can to get this working as best as possible!