topic Re: Who's logged in my account? in Arlo Pro 3

Who's logged in my account?

LarryLion — Wed, 08 Feb 2023 11:57:34 GMT

Why does it show 4 logged in devices on my account, two which I do not recognise? How can 4 devices be logged on at the same time anyway as aren't you supposed to be logged out of one device when you log in on another? I'm not sharing my account, didn't give out my password and haven't granted access to anyone but myself. When I log out of my device and log out the unknown others when I log in later I see one or both of the unknown devices and they never say "this device" next to them like when I log in on my own device and it shows the device I am currently using.

android phone, windows chrome, VMB 4540 smart hub, arlo secure app, my.arlo.com webpage

Re: Who's logged in my account?

StephenB — Wed, 08 Feb 2023 12:21:53 GMT

@LarryLion wrote:

Why does it show 4 logged in devices on my account, two which I do not recognise?

Not sure what screen you are looking at - can you post a screenshot?

Re: Who's logged in my account?

LarryLion — Wed, 08 Feb 2023 12:56:37 GMT

hi, i have another shot like this of the my arlo webpage with 4 devices but is too big to post. The screenshot shows chrome windows which is not my device and im not logged in as such.

Re: Who's logged in my account?

StephenB — Wed, 08 Feb 2023 13:06:58 GMT

"Chrome mobile" suggests that you've logged into my.arlo.com from your phone browser at some point.

"Chrome Windows" would I think be the PC Chrome browsing to my.arlo.com (though I just see Edge on that screen myself).

Have you tried logging out of all sessions, and only using the Android app for a day or so? Then see if the other sessions re-appear (or not).

Re: Who's logged in my account?

LarryLion — Wed, 08 Feb 2023 13:16:35 GMT

Hi StephenB, thanks for your reply. When I log into my arlo on my pc it always say "Chrome" this device and never Chrome Windows. I've tried logging out of all sessions and when I come back to check on my arlo page or my android I will randomly see either Chrome Mobile Android and/or Chrome Windows even if I haven't logged in with one or the other. When I see Chrome Windows or Chrome Mobile Android it never has said "this device." How can I keep track of who is logged in or on what devices if there are devices I've logged out of (which never say "this device") which I never logged in on. Shouldn't the log show "real time" so that if I am logged in on one device only that I recognise as my own then there should be 3 or 4 devices showing up.

Re: Who's logged in my account?

LarryLion — Wed, 08 Feb 2023 13:18:41 GMT

Also I have tried just using the Arlo App on my android only for a few days and the same devices pop up randomly even if I haven't logged into anything other than my phone.

Re: Who's logged in my account?

StephenB — Wed, 08 Feb 2023 13:21:49 GMT

I'm not sure how it's populated, and there could be some bugs with how browser connections are managed (especially in "feed").

My suggestion is aimed at restoring peace-of-mind. If you remove all sessions, and only use the Android app for a while, then

if you still see browser sessions, there almost certainly is a problem - so contact support and/or post back here
if you don't, then almost certainly the issue is the way Arlo shows browser sessions.

Changing your password is also a sensible idea.

Re: Who's logged in my account?

LarryLion — Thu, 09 Feb 2023 02:46:26 GMT

Thank you for your reply StephenB. Your advice is helpful and I appreciate you taking the time to respond.

Re: Who's logged in my account?

LarryLion — Fri, 10 Feb 2023 16:14:25 GMT

Hello StephenB, I contacted support and they told me that cookies for my account logins will last up to a month so they will show as logged in. How does this make sense? They are not consistently logged in and when I log in I may see one or both devices not recognised by me and those devices never say "this device." I can log out all devices and come back later and see the two devices that never say "this device" so whose devices are they? Apparently they have stopped this from happening on my account now but have not provided a suitable explanation of why this occurred and they will not let me see my log file to determine when these other devices were logged in. I'm not an IT guy but this doesn't make sense to me. Any thoughts from Stephen and/or anyone else who may have an idea about what's going on would be appreciated.

Re: Who's logged in my account?

StephenB — Fri, 10 Feb 2023 23:10:30 GMT

@LarryLion wrote:

I contacted support and they told me that cookies for my account logins will last up to a month so they will show as logged in. How does this make sense?

I agree it doesn't make much sense from a user point of view.

But I have no reason to think they aren't telling you the truth.