I have a total of four Canary cameras - Pro, Flex (2), and a View. We have had minor issues over the years, but nothing that couldn’t be handled with a reset.
Now… Major issues have started with receiving a red banner saying “Unable To Connect At This Time”. This banner appears anytime I am using my T-Mobile cellular network. If I connect to our home Wi-Fi, the banner disappears and we can “live view” our cameras.
All the cameras mentioned above have current firmware updates, a current Canary app from the Apple Store, on an iPhone 11 Pro Max - using iOS 14.8, under T-Mobile 5G network with full signal.
I attempted to search for an answer online but did not find anything that matched our scenario, so I emailed Canary support.
I received a response and I was informed to sign out, delete the app from my phone and re-download it. I did as requested. Unfortunately, the red banner appeared again - only to disappear while connected to our Wi-Fi. So, I emailed the Canary support rep with my findings, along with a screenshot from my phone.
With this response, it was explained to me that my account has too many “tokens”. Each device has a token, but sometimes extra tokens are created by mistake. I was told to change my password and this will correct the extra token issue. I did as requested - from my home PC, but I made sure to delete my Wife as a user.
I attempted to log into the Canary app from my phone using my cellular network - only to get - you guessed it - the red banner saying “Unable To Connect At This Time”.
So, I connected back to Wi-Fi, the banner goes away, I log in, added my Wife as a user (she got the invite email, but no option to create her own account to log in) - disconnected from Wi-Fi, only for the red banner of death to appear again when attempting to “live view” our cameras.
This is really frustrating because we all know that we cannot be connected to Wi-Fi 24/7.
With our Ring cameras - Doorbell Pro and Floodlight cam, I can see each device that has been given permission to access our account and delete it if I choose. I just cannot find that option with Canary.
The Canary rep has been great, responses have been quick, but no actual fix. Our problem has been submitted to the “Specialists Team” for further review.
If no solution is found, I think that I will have to give up on Canary. It should not be this difficult to monitor our home from two separate devices off a Wi-Fi network. If the tokens are the issue, why aren’t they an issue while on Wi-Fi?