topic Re: Adding devices through cell app, cannot be seen through my.arlo.com portal in Arlo Pro 3 Floodlight

Adding devices through cell app, cannot be seen through my.arlo.com portal

ogxm — Fri, 24 Jul 2020 01:14:34 GMT

I recently added two ultra cameras and a Pro3 floodlight to my home. The ultra kit came with a smarthub.

All installed very well.

I had installed a video doorbell earlier and I see all of my devices through the cell app.

If I go to my.arlo.com account on my computer, I don't see but my doorbell, as originally.

I tried adding the smarthub through that portal to no avail. It cannot be found.

Is that a known problem? Any workaround?

computer is Mac, Catalina.

Re: Adding devices through cell app, cannot be seen through my.arlo.com portal

jguerdat — Fri, 24 Jul 2020 13:44:57 GMT

Have you tried clearing the browser cache as well as using a different browser?

Re: Adding devices through cell app, cannot be seen through my.arlo.com portal

ogxm — Fri, 24 Jul 2020 15:55:51 GMT

yes, just tried that. I switched from Safari to Chrome (which I hardly ever use on this computer) to no avail.

It's as if the smarthub is not joining the arlo cloud to begin with and when I try to discover it through the portal, it's not visible.

Re: Adding devices through cell app, cannot be seen through my.arlo.com portal

JamesC — Fri, 24 Jul 2020 16:24:21 GMT

ogxm,

Are you sure you're logging into the web and the mobile app using the same account? Is one or the other logging in using a shared account through Grant Access?

JamesC

Re: Adding devices through cell app, cannot be seen through my.arlo.com portal

ogxm — Fri, 24 Jul 2020 16:44:17 GMT

Indeed. I have the one account and I use it in both places, as that account is 'owner' and has all privileges.