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Canary CAN100USBK Troubleshooting

Released in 2015; identified by model number CAN100USBK.

Weak or lost wireless connections ¶ 

The Canary periodically disconnects from the Internet or can't be reached from the Canary app.

Canary Service is experiencing an outage ¶ 

Make sure that the Canary Service, Canary App and Canary websites are “Operational” by visiting the Canary's status page.

Wireless interference ¶ 

Make sure that you do not have any other wireless devices around the Canary like cordless phones or microwaves. Building materials like metal, plaster, concrete and brick can also cause interference. Try relocating the Canary to minimize the amount of physical barriers between the Canary and router.

If you are still having problems, try using an Ethernet cable for wired connectivity.

Canary is too far from router ¶ 

Routers have a limited range for Wi-Fi connectivity. If possible, try moving the Canary and router closer together. Depending on the size or layout of your home, it may be more feasible to use an Ethernet cable for a wired connection.

Connected to a mobile hotspot or via tethering ¶ 

Canary does not recommend using mobile hotspots due to data caps, unreliable cellular connectivity and poor connection speeds. Please use Wi-Fi or an Ethernet cable instead.

Connected to a 5 GHz Wi-Fi network ¶ 

Canary does not support 5 GHz Wi-Fi networks. Connect to a 2.4 GHz Wi-Fi network instead.

Router and/or modem issues ¶ 

Try power cycling your modem and/or router by following these steps:

  • Disconnect both the modem and/or router for 10 seconds from power
  • Reconnect the modem first (if applicable) to power
  • Reconnect the router to power

If this does not work, try performing a factory reset. You should always consult your router/modem's manual; if that is not available, look for a tiny hole where an unfolded paper clip can fit. You should hear a "click" and hold it for at least 5 seconds. If problems persist, contact your Internet Service Provider for assistance.

Motion detector triggers false positives ¶ 

A notification is falsely triggered when the Canary switches from night-mode to day-mode.

Outdated firmware ¶ 

According to the Canary support team, this should have been resolved with the latest firmware update, version 1.4.2. Follow the instructions from this help center article to determine the firmware version of your device. If you have the latest version, please contact the Canary support team for assistance.

Too many or no notifications ¶ 

Notifications are being displayed in the Canary app either too frequently or not at all.

Push notifications are not enabled ¶ 

Follow the instructions from the Canary help center on how to enable push notifications for your mobile device.

For Android, you simply need to go to Settings app. Tap Apps followed by tapping Canary and select Show notifications.

For iOS:

  • Go to the Settings apps. Tap Notifications followed by tapping Canary
  • Make sure both Allow Notifications and Show on Lock Screen are green
  • Make sure Alert Style When Unlocked is either set to Banners or Alerts

Motion sensitivity settings are too high or too low ¶ 

If the motion sensitivity settings are too low, you may receive no notifications at all; if they are too high, you may receive too many.

Adjust the motion sensitivity settings by following these instructions from the Canary help center:

  • Open the Canary app
  • Tap the hamburger button (☰) in the top right corner of the screen
  • Navigate to Settings, Notifications and then Motion Notifications. It should look like this
  • Adjust the slider by moving it to the left to reduce notifications or to the right to increase notifications
  • Make sure you tap Save in the top right corner of the screen

Notification settings in Away, Home, or Night Mode are not enabled ¶ 

Canary operates in three modes: Away, Home and Night. You may need to enable notifications for each of these modes by following these settings:

  • Tap the Mode Icon on the home screen. You should be on this screen
  • Tap Edit
  • Select the mode you want to customize
  • Enable Send motion notifications if you are in Home mode
  • If you are in Night mode, enable Schedule night mode
  • Tap Save to save the changes

Note that Night mode does not send notifications if your phone's Do Not Disturb setting is enabled.

Stuck during setup ¶ 

The Canary displays a solid white light and does not allow setup to proceed.

Canary must be reset ¶ 

Try power cycling the Canary by following these instructions from the support forum:

  • Disconnect the Canary from the wall outlet.
  • Insert the yellow 3.5 mm cable into the Canary. Leave the cable unplugged from the phone.
  • Plug the Canary back into the wall outlet and wait five minutes.

If the LED does not change from white, you may have a defective Canary. Contact the Canary support team to get a replacement Canary.

Wireless interference ¶ 

If the initial update during setup is taking a long time, it may be due to poor connectivity from wireless interference. Try using an Ethernet cable with the Canary. After setup is finished, you can resume using a Wi-Fi connection. Refer to this Canary help center article and our Troubleshooting guide on how to reduce wireless interference.

Setup cable is broken ¶ 

The Canary help center recommends using a TRRS (3-ring) audio cable as a substitute if the provided setup cable is broken. You can also contact the Canary support team to get a replacement setup cable free of charge.

Canary was not properly deactivated ¶ 

If you bought your Canary used, the support forum suggests that the device may not have been deactivated by the previous owner. Contact the original owner and request that they deactivate the device via the Canary app. If that does not work, contact the Canary support team.

Persistent white light ¶ 

The Canary has a blinking white light that doesn't go away.

Poor Internet connection ¶ 

If the light on the bottom of the Canary is blinking slowly, it is trying to connect to your network. If it is blinking quickly, it is trying to connect to the Canary Cloud. If the light blinking persists for a long time you should read our Troubleshooting guide on diagnosing connectivity problems.

Canary is defective ¶ 

If the white light persists but the app displays the Canary as offline, contact the Canary support team about receiving a replacement Canary.

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