Geofencing does not work with 2 iPhones

DougalArlo — Sat, 18 Jan 2025 19:20:41 GMT

The automatic mode change based on the configured automations via geofencing doesn't work properly with 2 iPhones. It works only with one of the phones (the main device associated with the main Arlo account). The app doesn't seem to recognize the other phone (associated with a person invited by me) at all. Although, the device that doesn't work sometimes switches.

An example of the issue: When one person is still at home, Arm Away is triggered when the other person leaves the geofence area (Configured automation routine = Everyone leaves)

We have 2 exact same iPhone devices. The ios and Arlo secure app versions can be same/different depending on the timing. The Arlo Secure app settings in the iPhone settings are properly configured for both devices (eg. Location = Always, Location In/Out Notification is enabled), and the automation routines in Arlo secure app are also configured properly.

I am experiencing this issue for more than a year, but somehow Arlo doesn't seem to recognize the bug. The same/similar issue was initially reported in https://community.arlo.com/t5/Arlo-Secure/Geofencing-This-has-to-be-a-bug/td-p/1935254 but the thread is abandoned with no progress, no comment from Arlo.

"Settings -> Privacy Center -> Account -> Active Device Sessions" lists only one phone as "iPhone (This device)". The other iPhone is not even listed when both device sessions are active. logout/login from both phones doesn't change it either.

It is very suspicious that it only says "iPhone" when there are two devices, which probably implies that Arlo app can not properly differentiate multiple iPhone devices. Note that "Settings -> Privacy Center -> Account -> Available Geofence Devices" lists both devices, with the names we specifically configured.

NOTE: Please don't tell me to check basic settings/configurations on our side. I have already checked every single available option and feature, and everything is configured fine with no doubt. I am certain that this is a bug on Arlo side.

Re: Geofencing does not work with 2 iPhones

ShayneS — Wed, 22 Jan 2025 02:30:32 GMT

Hi @DougalArlo

I have escalated your case & someone from support will be reaching out to you as soon as possible. I have provided your escalations number here: 44552978

topic Geofencing does not work with 2 iPhones in Arlo Secure

Geofencing does not work with 2 iPhones

Re: Geofencing does not work with 2 iPhones