topic Re: Previously Grant Access people do not show up in list. in Arlo Pro 2

Previously Grant Access people do not show up in list.

pjama — Fri, 10 Mar 2023 22:32:37 GMT

I have two separate arlo systems, one is Ultras/VMB5000 and the other is Pro(2)s/VMB4000. Both were (re)set up around about the same time and had access granted to the same people at various times but usually both systems at the same time. I discovered recently that the Pro/VMB4000 system had zero people listed as having been granted access while the Ultra/VMB5000 system has 3. Yet all 3 people could see both systems despite not being listed as Granted-Access on the Pro/VMB4000.

On the Pro/VMB4000 system, I re-added an account, accepted as the Granted-Access-to account, deleted it and re-added and re-accepted and now it appears in the list. However the others do not. eg my wife still has access but is not in the list.

Is there an easier way to see the full list of Granted-Access accounts? This appears to be a bug but it's kind of a security issue as well. I know who has access but they really SHOULD be listed and deletable.

Cheers

Re: Previously Grant Access people do not show up in list.

jguerdat — Sat, 11 Mar 2023 13:53:32 GMT

Not sure why they wouldn't be shown but have you checked by using the web client (my.arlo.com)? Have you rebooted the phone and reinstalled the app?

Re: Previously Grant Access people do not show up in list.

pjama — Sun, 12 Mar 2023 02:18:32 GMT

> Not sure why they wouldn't be shown but have you checked by using the web client (my.arlo.com)?

The web client shows the same.

> Have you rebooted the phone and reinstalled the app?

Nah. The same app on the same phone shows it correctly for the Ultras/VMB5000 account. This is a bug at the server end IMHO. Probably something to do with the whole EOL device shenanigans.

As much as I don't want to, I'll call support during support hours. I've tried the chat bot but that's less than useful these days.

Re: Previously Grant Access people do not show up in list.

Bill_Braskey — Sun, 16 Apr 2023 00:49:48 GMT

I'm having the same exact problem. Did tech support resolve your issue?

Re: Previously Grant Access people do not show up in list.

pjama — Sun, 16 Apr 2023 03:47:38 GMT

> I'm having the same exact problem. Did tech support resolve your issue?

@Bill_Braskey, lol, no.

After removing and reinstalling the app despite me telling them it's also a problem using a PC browser, AND the same app works for my separate ultra system account, they've referred it to next level support who after a few days sent me a KB link to: https://kb.arlo.com/000039122/How-do-I-add-friends-on-my-Arlo-Secure-app

Which of course is not the problem and no help at all.

My biggest problem is that this site is a holiday shack and I've given various family, friends and acquaintances access over the years and they do not show up in the list yet I KNOW some have access. This is a bit of a security issue.

Case details for Arlo loiterers...

Your Case Details
Case Number: 43429551
Subject: All devices_Issue with Grant Access Account_UX3
Product: VMC4030P