What to Do When Your Canary Base Station is Offline
Your Canary security system relies on its connection to the internet to stream video, send notifications, and keep you protected. When your Canary device goes offline, it can no longer perform these critical functions, leaving a gap in your home security. An "Offline" message in the app is a sign that the device has lost its connection to Canary's servers.
Don't worry, this is a common issue with all internet-connected devices. This guide will take you through the essential troubleshooting steps to diagnose the problem and get your Canary back online quickly.
## Step 1: Check the Basics - Power and Lights
Before diving into network settings, let's make sure the device itself is powered on and functioning.
- Check the Power Cable: Ensure the micro-USB power cable is securely plugged into both the back of the Canary device and the power adapter. Also, make sure the adapter is firmly plugged into a working wall socket.
- Look at the LED Light: The LED light on the bottom of the Canary provides vital status information.
- No Light: The device is not receiving power. Check the cable and outlet.
- Solid White Light: The device is online and working properly. If the app says it's offline but the light is white, try closing and reopening the app.
- Flashing White Light: The device is booting up or trying to connect to the network. Give it a few minutes. If it flashes continuously, it's struggling to connect.
## Step 2: The Universal Fix - Reboot Everything
A simple "turn it off and on again" process can resolve the vast majority of connectivity issues. It works by clearing temporary glitches in the software of your devices. It's important to do this in the correct order.
- Reboot Your Modem and Router: Unplug your internet modem and your Wi-Fi router from their power sources. Wait at least 60 seconds. Plug the modem back in first and wait for all its status lights to become stable (usually solid green or blue). Then, plug your router back in and wait for it to fully boot up.
- Reboot Your Canary: Once your internet is back up, unplug the power cable from your Canary device. Wait for another 60 seconds. Plug the Canary back in. It will take a few minutes for it to boot up and try to reconnect to your newly refreshed network.
## Step 3: Check Your Network Environment
If the reboot process didn't work, the issue may be with the Wi-Fi connection itself.
- Have You Changed Your Wi-Fi Password? If you have recently changed your Wi-Fi network's name (SSID) or password, the Canary will not be able to connect. You will need to update its network settings. You can do this in the Canary app by navigating to your Location's settings and using the "Change Connection" option.
- Signal Strength: Is the Canary located far from your Wi-Fi router? A weak signal can cause it to disconnect. Try moving the Canary closer to your router, even temporarily, to see if it connects. If it does, you may need to reposition your router or use a Wi-Fi extender for a more permanent solution.
- Check Your Internet Service: Is your internet service down? Use another device, like your phone (with Wi-Fi on), to try and browse a website. If nothing loads, the problem is with your internet service provider, not your Canary.
## Step 4: Factory Reset as a Last Resort
If your Canary still won't connect after trying all the above steps, you can perform a factory reset. Warning: This will delete its current settings and require you to set it up again from scratch.
The process for a factory reset can vary slightly by model, but it generally involves deleting the device from your location in the app and then re-pairing it. You will need to be at home with the device to do this. Follow the specific instructions within the Canary app to complete this process.
If a factory reset fails to resolve the issue, it's time to reach out to Canary's official customer support for more advanced technical assistance.