topic Re: Sharing access but friends can’t see device in Arlo Pro 4

Sharing access but friends can’t see device

Tiffanyly — Sat, 03 Dec 2022 17:36:42 GMT

I tried to share a device to 2 friends. They got the invites and created account via link in the email but they could not see the camera. please help. thanks.

#Pro4

Re: Sharing access but friends can’t see device

StephenB — Sat, 03 Dec 2022 18:48:59 GMT

@Tiffanyly wrote:

I tried to share a device to 2 friends. They got the invites and created account via link in the email but they could not see the camera. please help. thanks.

#Pro4

If they tried this on their phones, have them try again on a PC. After they click on Create Account, their browser should open to my.arlo.com. From there, they just log into their account (no need to create a new one).

Re: Sharing access but friends can’t see device

Tiffanyly — Sat, 03 Dec 2022 20:00:53 GMT

He just tried from the computer and the same issue there as well.

Re: Sharing access but friends can’t see device

ShayneS — Mon, 05 Dec 2022 20:56:53 GMT

HI,

Are your friends still experiencing this issue?

Re: Sharing access but friends can’t see device

Tiffanyly — Mon, 05 Dec 2022 22:50:58 GMT

Yes. We even tried to delete and readdress him as new account. Still not working. We are still on trial plan. Does it has anything to do with it?

Re: Sharing access but friends can’t see device

ShayneS — Tue, 06 Dec 2022 00:00:50 GMT

Did you make sure to re-add the access rights for the device?

Re: Sharing access but friends can’t see device

Tiffanyly — Tue, 06 Dec 2022 02:48:15 GMT

Yes. We did. None of them can see any devices.

Re: Sharing access but friends can’t see device

StephenB — Tue, 06 Dec 2022 11:17:17 GMT

@Tiffanyly wrote:

None of them can see any devices.

Are they all using the same app version as the primary account?

Re: Sharing access but friends can’t see device

Tiffanyly — Thu, 08 Dec 2022 18:24:27 GMT

Yes. We just checked again too.

Re: Sharing access but friends can’t see device

ShayneS — Sat, 10 Dec 2022 05:02:30 GMT

@Tiffanyly

What is the error messaging you receive? Can you provide a screenshot by chance?

You can also try removing and reinstalling the app and rebooting the base station or router.

Re: Sharing access but friends can’t see device

Tiffanyly — Sat, 10 Dec 2022 15:17:55 GMT

I restarted the device and am able to view now. Thank you very much for your help.

Re: Sharing access but friends can’t see device

ShayneS — Mon, 12 Dec 2022 18:00:28 GMT

Thanks for the update.

Re: Sharing access but friends can’t see device

Jke206 — Tue, 27 Dec 2022 05:06:20 GMT

I’m having these issues also, but all you did was power cycle the base station? Or what exactly did you do to get this working?

Re: Sharing access but friends can’t see device

Tiffanyly — Tue, 27 Dec 2022 15:12:13 GMT

I followed instructions from Arlo Support below then restarted the devices:

Both the primary and secondary accounts must be using the latest version of the Arlo mobile app (4.0.2 as of 12/09/22) and also all accounts need to be using the same UI experience (you can quickly identify this by seeing if there is a "dashboard" option across the bottom of the app main screen after logging in). If you do not see dashboards, we need to force your account to migrate to the new UI experience.

To do this, you will need to tap "Add new device", select "Arlo Home Security System" and you should be prompted to migrate to the new UI. After you receive verification that you've successfully migrated your account, you can then leave the Arlo Home Security System onboarding flow and then you should be able to share devices with the friend account.

**Additionally, the shared accounts 'Friend' will have to create a location during initial account setup but the shared camera will be from a different location (from Admin user). So the shared accounts 'friend' will have to switch locations to view cameras shared to them.

Re: Sharing access but friends can’t see device

Tiffanyly — Tue, 27 Dec 2022 15:13:30 GMT

Now I am having trouble adding these devices to my subscription and could not get help from Arlo lol.

Re: Sharing access but friends can’t see device

Heybrad2022 — Wed, 28 Dec 2022 21:55:59 GMT

Pretty frustrating that I’m having the same issue and I can see that it’s plastered all over the internet that quite a few people have this issue. The only suggestion seems to be try again, delete and re add or ungrant and regrant. There has to be a real solution out there.

Re: Sharing access but friends can’t see device

jguerdat — Thu, 29 Dec 2022 14:44:48 GMT

1) EVeryone needs to be using the same version app.

2) Everyone needs to be using the same interface (the new app can use the old or new interface). If needed, try adding a (non-existent) Pro 5 or security system. Let the upgrade to your account happen and then cancel the install.

Re: Sharing access but friends can’t see device

Tiffanyly — Thu, 29 Dec 2022 15:54:00 GMT

I did exactly what you have described above and were able to add my friends. However, I am now having issues adding the cameras to my subscription. In your step 2 you said to “uninstall” what?? I am wondering if that is why I could not add the cameras to the plan as I did not uninstall anything.

Re: Sharing access but friends can’t see device

jguerdat — Fri, 30 Dec 2022 17:44:56 GMT

I didn't say to uninstall anything in step 2 - I said to cancel the installation of the new device after the migration of the account to the new interface.

You will also have to use the original camera owner's Home", not the one that was created for you when the migration took place.

Re: Sharing access but friends can’t see device

Tiffanyly — Fri, 30 Dec 2022 18:14:02 GMT

Oh ok. Thanks. I only have 1 “Home” so I think I am fine. I guess I have to wait for Arlo Support to come back on not be able to add devices to subscription issue. Last I heard the developer is looking into it.