topic Re: Library slow to update on granted access device (iPhone) in Arlo Pro 2

Library slow to update on granted access device (iPhone)

C4StarNZ — Sun, 11 Aug 2024 11:13:38 GMT

Have had Arlo for years and everything has been amazing with three other users being granted access. One user now receives notifications like normal but it takes 3-5 hours before anything appears in her Library. My device is not affected - clips appear instantly in library. All updates done. System reset. I have deleted her app from her phone and re-installed everything and it still happens. Any suggestions?

Re: Library slow to update on granted access device (iPhone)

BrookeN — Tue, 13 Aug 2024 03:13:32 GMT

On your app do you see library or feed? On her app do you see library or feed?

Re: Library slow to update on granted access device (iPhone)

C4StarNZ — Tue, 13 Aug 2024 10:00:57 GMT

We both see Library.

Re: Library slow to update on granted access device (iPhone)

BrookeN — Tue, 13 Aug 2024 14:12:32 GMT

Remove her as authorized user and then re-add her on.

https://kb.arlo.com/000062949/How-do-I-delete-friends-from-my-Arlo-account-Arlo-Secure-4-0

https://www.arlo.com/en_be/support/faq/000039122/How-do-I-add-friends-to-my-Arlo-account

Re: Library slow to update on granted access device (iPhone)

C4StarNZ — Tue, 13 Aug 2024 19:48:46 GMT

Ok if you actually read my original post you will see that I have tried that already. I have also reset the whole system. Deleted the app on her phone and re-installed it, then set her up again but it’s still doing it.

Re: Library slow to update on granted access device (iPhone)

BrookeN — Wed, 28 Aug 2024 14:53:15 GMT

You stated you deleted the app of her phone and reinstalled it. That is not the same as removing the authorized user within the app on the main account holders phone. Was that step done as well?

Re: Library slow to update on granted access device (iPhone)

C4StarNZ — Wed, 28 Aug 2024 21:52:14 GMT

Hi and thanks for your reply. Yes I have removed her as an authorised user. Did not make a difference. Whenever she gets an Arlo alert on her phone notification she then goes into the Library and there is nothing there… a few hours later the recording is there. It’s very weird and frustrating as it was working well for years and we haven’t changed anything.

Re: Library slow to update on granted access device (iPhone)

BrookeN — Thu, 29 Aug 2024 13:56:51 GMT

I have reached out to our development team to look into this. I will reach out with an update as soon as possible.

Re: Library slow to update on granted access device (iPhone)

C4StarNZ — Sun, 01 Sep 2024 21:31:10 GMT

Email with log sent as requested. Cheers, Craig

Re: Library slow to update on granted access device (iPhone)

BrookeN — Tue, 03 Sep 2024 14:02:08 GMT

Thank you, I will update soon.

Re: Library slow to update on granted access device (iPhone)

BrookeN — Mon, 11 Nov 2024 15:25:07 GMT

Are you still seeing this same behavior?