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Canopy app shows "Pickup Cam is disconnected"

If you’re seeing this message, it means that the app is having trouble connecting to your device. Follow the steps below to get reconnected.

Common fixes

Check your Hub's battery percentage

Make sure your battery is installed in the hub with over 1/4 charge. To check your hub's battery percentage, quickly tap the Canopy button on your hub. If less than 2 lights flash on the hub, you may need to remove and charge your battery. 

Start a live stream

Starting a live stream from the Canopy app can help re-establish a connection with the device. If you are unable to live stream or just see a black screen, there may be an issue with overall poor cellular connection quality.

Perform a power cycle

A power cycle may help re-establish connection with the device. Hold the Canopy button on the hub for 10 seconds until the second LED illuminates. Wait 5 minutes and check your connection again.

Make sure you have a strong internet connection

Go to the settings in your phone and confirm it is connected to the internet and has a strong signal. Also, check to ensure your vehicle is in an area with strong cellular connectivity (Canopy uses AT&T LTE).

 

If your app does not connect after following these steps, please reach out to our Customer Care team for further troubleshooting.

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