topic Re: "There are no devices associated with this account." in Arlo Ultra 2

"There are no devices associated with this account."

booxman — Mon, 16 Jun 2025 17:45:23 GMT

I have had an Arlo system of Ultra 2s and a Pro 3 Floodlight Camera up and running for 3.5 years. On 6/13/25, I openned my android app to accesss my cameras and nothing was how it should be. A message stated "There are no devices associated with this account". I've tried repeatedly to find and connect the cameras that have been connected to the base station for years without success. I do not have a subscription and I store all vids locally. It seems that this sudden problem is associated with the expiring subscription trial that was forced on me. Please help me get up and running again. Thanks.

Re: "There are no devices associated with this account."

jguerdat — Tue, 17 Jun 2025 12:24:01 GMT

Make sure you're using the original login credentials. Even without a subscription the devices would be in your account. Have you shared cameras with another email account or is someone sharing with you?

Re: "There are no devices associated with this account."

booxman — Tue, 17 Jun 2025 14:28:01 GMT

Thanks for replying.

I have only one account, only one set of login credentials, and have never shared with anyone.

This problem started without any action by me. I clicked on the arlo app that has been on my android to open it and the system was gone. The screen says "Add Devices for Peace of Mind". When I go through the prompts to add devices it always ends up saying "No Arlo devices found."

One thing that I noticed yesterday is that the blue led indicator light on the cameras, which have all always been lit (my cams are wired to electrical outlets at all times) are now off.

Thanks again for your help.

Re: "There are no devices associated with this account."

jguerdat — Wed, 18 Jun 2025 13:22:51 GMT

This rather sounds like multiple issues are happening. Have you been using Library to view recordings (old interface) or Feed (new interface)? The apps support both interfaces. It's possible migrating to the new interface would help but...

As for the blue LED indicating a full battery after being fully charged, that's kinda weird. It's almost like power was removed and the batteries are now dead. Have you tried charging one camera to see if that makes a difference? Have you verified that power is actually still being applied?

@JamesC , @ShayneS , @BrookeN any thoughts?

Re: "There are no devices associated with this account."

booxman — Wed, 18 Jun 2025 16:23:03 GMT

All three cameras are powered by constant electricity, each plugged into a separate source, not connected in any way except through the main electrical service. For all three cameras to lose power simultaneously without a general power failure, to me, indicates that there was an intrusion over the internet via the smart hub which is still working (at least the LED is still steady blue). Arlo intrudes all the time. It makes software changes to apps and base stations. Does it not? It seems more likely that this is related to a change made by Arlo, possibly associated with the expiring subscription trial that they inserted into my system, than some kind of local failure. For all three batteries to wear out or go bad simultaneously doesn't make sense.

I've unplugged and replugged the camara power cords to no avail. I've plugged other electrical devices into the same outlets and they work fine. I have not removed the cameras to access the batteries.

Re: "There are no devices associated with this account."

BrookeN — Mon, 23 Jun 2025 14:05:24 GMT

Thank you for providing that serial number. I do not see it associated with any account. Have you since been able to add the devices onto the account?

Re: "There are no devices associated with this account."

booxman — Mon, 23 Jun 2025 16:41:57 GMT

On 6/15/25 at 721a, I accessed my Arlo app and viewed all three of the live cameras. The app and everything about the app (and the cameras) was normal. I accessed it several times prior to 721a, starting at 553a. All normal. Then, at 847a, I opened the app again and was greeted with the “Add Devices for Peace of Mind” screen and all the other accompanying changes, including “No devices are associated with this Arlo account”, and “No devices in this location”.

When I try to add a device, one of the Ultra 2s, the Pro 3 Floodlight, or the SmartHub, the scan always fails. The Hub LED has been solid blue throughout this problem, the cameras have not shown the blue LED, which previously have always been lit (because all three cameras are powered by constant electricity, each plugged into a separate source, not connected in any way except through the main electrical service.) But not even the Hub has been recognized.

These devices have been up and running for 40 months. I have had an account that entire time.

I did absolutely nothing to precipitate this problem. To me, it seems like a software problem. Something happened between 741a and 847a on 6/15/25 to shut down my system after 40 months.

So how do I add these devices and get my security system up and running again, just as it was up and running at 721a on 6/15/25? How do I get Arlo to recognize that these devices are associated with my account?

Re: "There are no devices associated with this account."

BrookeN — Mon, 23 Jun 2025 17:09:12 GMT

Reset each of the camera and then try to onboard them using the app or the web. If you have a different mobile device I suggest even trying to use that one.

https://kb.arlo.com/000062880/How-do-I-factory-reset-and-re-sync-my-Arlo-camera-Arlo-Secure-4-0

Re: "There are no devices associated with this account."

booxman — Mon, 23 Jun 2025 18:41:08 GMT

I will try the reset.

But what would cause all 3 cameras to go off line simultaneously?

And what would cause all these devices (including the hub) to disappear from my account?

Re: "There are no devices associated with this account."

BrookeN — Mon, 30 Jun 2025 13:56:10 GMT

@booxman did the reset resolve the behavior you were seeing?