iOS App missing hours of events and system offline errors

The Canary system glitches more than it doesn’t these days.

This weekend, one of the Flex cameras went offline and couldn’t be loaded for about a full day. Nothing had changed with position or wifi signal. Thankfully, when it finally came back up (no, never got a message that it came back up), it had recorded events and they were available for viewing, but that was a day of alerts we never got.

Today, the iOS app is not showing any events in any of our cameras for the past four hours, but events DO show up in the web interface. Additionally, we’ve gotten a few alert notifications this morning, but when we try to view them in the iOS app, nothing is there.

Hi @phantom42,

If you are still having difficulties here, please reach out directly to Canary by submitting 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.