topic Re: New Arlo app, not working? in Arlo Q

New Arlo app, not working?

bchase — Thu, 12 Sep 2019 13:54:17 GMT

I got the notifications to download the new Arlo app as the existing one is being discontinued September 30th. It states that we will not loose any account information, etc.

I downloaded the app, logged in and there is nothing there. The cameras, recordings, etc are gone. They are still in the old app. I tried adding one of my existing cameras into the new app as if it were new, and it will not get past the sync stage. It just hangs. Do I need to remove the current cameras from the old app? There doesnt seem to be any guides?

Any ideas? I thought the cameras would not be affected during this transition? It's like a have a blank account.

Re: New Arlo app, not working?

StephenB — Thu, 12 Sep 2019 17:52:49 GMT

Did you use the same email address with the new app as you used with the old one?

Re: New Arlo app, not working?

bchase — Thu, 12 Sep 2019 19:14:31 GMT

Yes same email. Logs in fine. Nothing there.

Re: New Arlo app, not working?

StephenB — Thu, 12 Sep 2019 20:34:30 GMT

@bchase wrote:
Yes same email. Logs in fine. Nothing there.

That's strange. Can you try removing/reinstalling the app? If that fails, you'll need to contact support. https://www.arlo.com/en-us/support/contact.aspx