Why did CanvasRelay email that a screen went offline or recovered?

What you may be seeing

• An owner receives a screen-offline email even though cached content may still be visible, or receives a later recovery email.

What usually causes it

• A paired device has not heartbeat/check-in for more than about five minutes.
• The watchdog alert is about connectivity/monitoring, not proof that the cached signage stopped rendering.
• The alert is idempotent: one offline alert is sent for an outage, then the marker clears on recovery so a future separate outage can alert again.

Do this

1. Open Screens from the alert and inspect that device's current online/last-seen state.
2. If the display is still showing old cached content, fix network/power/player state so it can heartbeat and receive new releases again.
3. Use the email's signed unsubscribe option if you do not want these non-essential screen-status messages; account/security-critical messages are a separate category.

You know it is fixed when

• The screen checks in again, Screens shows it online, and the one-time recovery notification is generated for that outage.