NETGEAR is aware of a growing number of phone and online scams. To learn how to stay safe click here.
Forum Discussion
Solved
Canvas Says Offline
Hello My canvas is not coming online, I am connected to the network, however upon checking on the computer is says status offline. The app on the phone will not sync. I makes the connection to m...
Hello Meural Community,
We are aware of the issue with the Meural server that is causing the Canvas I and Canvas II to appear offline on the Meural app and my.meural.com. Our Engineering team is diligently toward a solution to resolve this issue.We value your patronage and appreciate your patience!
Best,
Kevin
Community Team
Damn, I just bought the meural 2. I have had the Meural 1 for nearly 10 years and it has been flawless until it went offline about a week ago. I tried for hours to fix it to no avail, even being on chat with Meural support. I did all the stuff I have seen here, and nothing. I went to bed, the next morning, I turned on the Computer and the Meural was online. I think the problem is at Meural. I love this frame, I hope the new one works.
Oh my gosh I thought I was alone! I'm having the exact same problem.
- Doesn’t it suck? I’ve tried again yesterday with hopes , no luck, I hope Netgear looks at this forum, let’s build it up to call their attention
- Ask for help on twitter. It’s a public place that they can’t hide from
Feel free to post wherever. I did PM a mod to see if it'd help but didn't hear back. The more attention, the more likely to hear something.
Hello Meural Community,
Welcome to the NETGEAR Community!
I understand that you are having compatibility issues between your Meural app and your Meural Canvas. To resolve this issue, uninstall then re-install your Meural app to ensure that your Meural app in up-to-date. Then ensure that your Meural Canvas is updated to the latest released firmware.
Please follow the steps listed below to update your Meural Canvas:
Navigate to my.meural.com
Select your initials on the far right
Select Canvases
Scroll down to Canvas Software Version
Select the arrow on the right of the software version
Select update on the top right
Best,
Kevin
Community TeamWould be helpful to know about the ISP Brand and model# modem or ONT that you are all using and brand and model# of the host router that is also being used that the Meural's are connecting too.
Also would be good to know if you have connected the Meural device to a different internet source such a a phone or hot spot mobile router to see if the problem follows or not.
- Hi Kevin
Thank you for reaching out. I have uninstalled the app on my iPhone and also IPad, still didn’t work, same issue, it didn’t complete step 2 of 2 on synch.
As far as the canvas update, I’m even tho it shows connected to my WiFi, it shows as offline, making it impossible to try any software update on it - Hello Ak-Lex,
Thank you for your providing that information!
We are aware of this issue and will work diligently toward a resolution.
Best,
Kevin
Community Team - Thank you Kevin, looking forward to a resolution.
Thank you. My new Meural 2 arrived yesterday and I am keeping my fingers crossed that I can get it working.
Thanks
- Oh boy! Make sure you save customer service phone numbers, and continue use this forum because you will face disconnection for sure.
…It’s good for what it is and NETGEAR needs to offer more support on this product for sure. Meural community doesn’t get much love.
Last I heard they said they were aware of the issue and were addressing. I hope they do. Looking forward to the fix. I bought mine before Netgear bought out Meural. In the beginning, the service from Meural was outstanding
- Hello Ak-Lex,
Please send a playlist to your Meural Canvas using your Meural app.
Best,
Kevin
Community Team - You did? It’s a little different now. I have been patient all this time, my Meural has always lost connection with my phone, the reset although very inconvenient would always bring it back until now.
They said they are looking in to the problem, hopefully they’ll fix especially because some people use it for work.
