topic Re: Everything erased from app in Arlo Pro

Arlo Pro Cameras missing from device page

ractrull — Tue, 25 Oct 2022 11:36:49 GMT

when I open my Arlo account my cameras don’t show up. Only a page that says add new device. Has anyone had the problem? How did you correct?

Re: Arlo Pro Cameras missing from device page

StephenB — Tue, 25 Oct 2022 11:49:33 GMT

@ractrull wrote:

when I open my Arlo account my cameras don’t show up. Only a page that says add new device. Has anyone had the problem? How did you correct?

Is this a "friend" account (cameras shared by someone else)? Or is this the primary account (cameras onboarded to this account in the past).

Have you tried both the phone app and a PC (browsing to my.arlo.com)?

Re: Arlo Pro Cameras missing from device page

HungryWife222 — Tue, 25 Oct 2022 11:55:42 GMT

We are having the same issue. Hoping to get some answers here.

Re: Arlo Pro Cameras missing from device page

ractrull — Tue, 25 Oct 2022 12:45:10 GMT

No, I don’t share with anyone. I’ve had these cameras several years and never had this problem. I have tried accessing them from the app and from my Arlo.com. I’m not at the same location as the cameras and hub right now. Was hoping someone had a simple fix!!

Re: Arlo Pro Cameras missing from device page

KellyG10 — Tue, 25 Oct 2022 12:46:56 GMT

Same issue here. Cannot add them back either.

Everything erased from app

Jmcolon1977 — Tue, 25 Oct 2022 12:49:39 GMT

Never had a subscription had a Arlo for 5 years everything working fine

today everything erased my three cameras and hub

Re: Arlo Pro Cameras missing from device page

Retired_Member — Tue, 25 Oct 2022 12:50:33 GMT

Me too. I did update to iOS 16.1 last nite

Re: Arlo Pro Cameras missing from device page

jguerdat — Tue, 25 Oct 2022 12:51:23 GMT

A remote reboot of the base can be done with a WiFi-enabled switch that the base plugs into. Right now, I suspect a reboot of the router and base, in that order, is needed.

Re: Everything erased from app

jguerdat — Tue, 25 Oct 2022 12:53:25 GMT

There seems to be a spate of this issue for the older Pro/Pro 2 systems. @JamesC , @ShayneS ?

Re: Arlo Pro Cameras missing from device page

tschn — Tue, 25 Oct 2022 12:54:33 GMT

what is the root cause of this happening to everyone's system. Seems like an update that was pushed likely wiped everything again as this same problem existed a month or two back. I've had a system for ~4 years and never had to reboot or reset the system because it erased all my camera's and now its happened twice in the last 2 months. Sounds like they need to do higher quality software releases and vet it way more before releasing to the market.

Re: Arlo Pro Cameras missing from device page

Retired_Member — Tue, 25 Oct 2022 12:56:12 GMT

i did remove and reinstall app and rebooted from where ever i could. cameras seem to pop up then disappear. are those with issues on iOS 16.1. apple's newest release yesterday.

Re: Arlo Pro Cameras missing from device page

KellyG10 — Tue, 25 Oct 2022 12:59:25 GMT

I am NOT on the new Apple release. Still on 15.6.1, but this is the first time this has happened to me and I too have had these cameras 5+ years

Update Wipes legacy cameras without warning

alxjmrk — Tue, 25 Oct 2022 13:12:30 GMT

I appreciate that Arlo updates the app as soon as necessary, that’s a sign of a good software company. What I don’t appreciate is a company that either doesn’t test their software thoroughly or one that pushes their “Legacy” (because that’s what it’s now referred to as) equipment to the back burner. When you run a security and monitoring company it is absolutely imperative that you support those customers that rely on your equipment.

What happened today? The app updated and erased every legacy camera I have. They all have to be physically accessed and synced with the app, plugged back into my scheduled arming modes, and then made sure they are accessible on all other devices linked to my account.

Why am I so frustrated? I am in the middle of getting the kids ready for school and attempting to leave for work when this all occurred. An update like this should have been more seriously managed and at least completed at a time more amenable to most of their customers.

-Grumpy dad who hasn’t had his coffee

P.S. There seems to be many people that recognize the fact that Arlo is attempting to push their legacy products out so intensely that they don’t care what customers they lose in the process.

Re: Arlo Pro Cameras missing from device page

arteco — Tue, 25 Oct 2022 13:05:28 GMT

same here - 2 iphones (ios 14.8.x), opened App this morning cameras disappeared before my eyes. tried second phone, same thing (one is the owner account (ios app v3.8(3443) other is the guest account (ios app v3.5.12(3220)). opened up chrome on laptop, logged in and everything is there--so for me it appears the problem is only on the IOS app (an not the latest version)

Re: Arlo Pro Cameras missing from device page

KellyG10 — Tue, 25 Oct 2022 13:15:46 GMT

I just recycled power on router and then base station and cameras are back. Thank you jguerdat for the tip. Never had to do this before. Will remember for next time.

Re: Arlo Pro Cameras missing from device page

arteco — Tue, 25 Oct 2022 13:25:09 GMT

yep - that worked for me as well

Re: Everything erased from app

Jmcolon1977 — Tue, 25 Oct 2022 13:41:03 GMT

What should I do restart it or sync them again

Re: Everything erased from app

Jmcolon1977 — Tue, 25 Oct 2022 13:46:42 GMT

How can I fix ?
Do I need a subscription?

Cameras do not appear on app, but do logging into a computer with same credentials

Rhawk — Tue, 25 Oct 2022 13:56:37 GMT

App has worked flawlessly for the two years I’ve used the cameras, but today I logged into the Arlo mobile app and no devices appear. Did everything as far as an app update, Arlo base reset, and nothing. But when I log into my computer with the same log in credentials, the cameras appear and work like nothing ever happened. I need help, I’ve been doing lots of research and can’t find a solution

App not showing anything

Brirko — Tue, 25 Oct 2022 14:02:38 GMT

My app isn’t showing anything, I’m still getting notifications from the cameras, my wife’s app is showing her the cameras and status. I’m main admin, but have basically lost control of the system. This just started this morning, everything was fine yesterday.