topic Re: Granting Access - Not Working in Arlo Ultra

Granting Access - Not Working

TNMasterplan — Fri, 17 May 2019 21:25:43 GMT

Granting Acess Is Not Working...

When trying to Grant Access to my wife on the App - I am getting We are sorry, but you don't have permission to perform this action.

I do not get this message on the My Arlo Web Portal, but she never receives an email. Help?

Model = VMB5000r4

Firmware = 1.12.1.8_32915

Re: Granting Access - Not Working

JamesC — Fri, 17 May 2019 21:39:24 GMT

TNMasterplan,

I just tested this using Android and did not experience any issues sharing. Can you provide a screenshot of the error message along with the model/os version of the device you're using?

JamesC

Re: Granting Access - Not Working

TNMasterplan — Fri, 17 May 2019 21:55:44 GMT

I am using iPhone X version 12.2 --- Arlo App 2.7.7

Screenshot Attached from iPhone

Also, I tried using the Web Portal which will not send the email (no errors, but wife does not get an email)

I will say our emails are custom domains - @kgann.com and @sagann.com

Re: Granting Access - Not Working

JamesC — Fri, 17 May 2019 21:57:08 GMT

TNMasterplan,

Thanks for the screenshot. (i've removed it so you're not sharing sensitive information publicly)

It's possible that the email address is causing an issue. As a test, try something standard like @Gmail, do you still see the same error?

JamesC

Re: Granting Access - Not Working

TNMasterplan — Fri, 17 May 2019 22:07:15 GMT

Yes - that worked when I used a generic @Gmail.com address.

Its strange that on Account creation, I was able to utilize my own custom domain name as my email address, but I cannot add friends with custom domain emails.

I think this is a bug that should be fixed

Re: Granting Access - Not Working

TNMasterplan — Fri, 17 May 2019 22:42:04 GMT

OK, so I have tested some more.....

It's not the email domain! I setup my wife a new generic gmail.com email address and sent without 'Allow Access Rights' and Allow Access to e911" and it worked.

However, if I select the 'Allow Access Rights' and Allow Access to e911" it provides the message "We are sorry, but you don't have permission to perform this action."

Re: Granting Access - Not Working

TNMasterplan — Fri, 17 May 2019 22:53:39 GMT

I will also say, that eventhough adding a friend without Allow Access - the emails are still not being sent (from mobile Device nor Web Portal). So to me, it has to be something on the Arlo servers or on my account.

Re: Granting Access - Not Working

TNMasterplan — Sat, 18 May 2019 15:12:29 GMT

OK - Forgive me but I work in IT and don't stop troubleshooting....

I have narrowed this issue down to the Allow e911 - As long as I do not give her this access, the Friend request is sent sucessfully. However, as soon as I try to Allow e911, it errors.

Re: Granting Access - Not Working

AncientGeek — Sat, 18 May 2019 18:24:45 GMT

@TNMasterplan wrote:

OK - Forgive me but I work in IT and don't stop troubleshooting....

I have narrowed this issue down to the Allow e911 - As long as I do not give her this access, the Friend request is sent sucessfully. However, as soon as I try to Allow e911, it errors.

I know the problem! We IT guys are programmed to figure out “why”. That’s also why I have over 60 IP clients in both my home and vacation home. Just a little nuts.