topic Adding back a removed camera to my app in Arlo Ultra 2

Adding back a removed camera to my app

Jmjm — Sun, 05 Dec 2021 00:31:00 GMT

I accidentally removed a camera from my app and can’t figure out how to get it back. It’s still recording and working perfectly but I can’t see it on my app.

Re: Adding back a removed camera to my app

StephenB — Sun, 05 Dec 2021 11:49:00 GMT

@Jmjm wrote:

I accidentally removed a camera from my app and can’t figure out how to get it back. It’s still recording and working perfectly but I can’t see it on my app.

Do you see it in a PC browser (my.arlo.com)?

Are you using the primary account in the app?

Re: Adding back a removed camera to my app

Jmjm — Sun, 05 Dec 2021 12:13:24 GMT

I cannot see it in the browser either and yes, I am using the primary account on the app. I already tried unplugging and restarting the Smart Hub Base Station as well as re-syncing the camera. I still get the notifications pop up upon movement and can still see the recordings in my Library. Just can’t get the camera on my app.

Re: Adding back a removed camera to my app

StephenB — Sun, 05 Dec 2021 12:46:08 GMT

@Jmjm wrote:

I cannot see it in the browser either and yes, I am using the primary account on the app. I already tried unplugging and restarting the Smart Hub Base Station as well as re-syncing the camera. I still get the notifications pop up upon movement and can still see the recordings in my Library. Just can’t get the camera on my app.

I think you will need support to resolve this. Do you have a subscription?

Re: Adding back a removed camera to my app

Jmjm — Sun, 05 Dec 2021 13:51:23 GMT

Thx. I do not have a subscription.

Re: Adding back a removed camera to my app

StephenB — Sun, 05 Dec 2021 14:00:50 GMT

@Jmjm wrote:
Thx. I do not have a subscription.

Hopefully one of the mods ( @JamesC , @ShayneS , @JessicaP ) will see this, and escalate.

One option is to purchase a subscription, and then cancel it after the problem is resolved. They will rebate the unused portion of the month when you cancel.

Re: Adding back a removed camera to my app

ShayneS — Tue, 07 Dec 2021 17:49:10 GMT

Hi @Jmjm

Are you still experiencing this issue?

Re: Adding back a removed camera to my app

Jmjm — Tue, 07 Dec 2021 21:41:22 GMT

Yes. I don’t know what to do to get my camera back on my app so I can watch it live????

Re: Adding back a removed camera to my app

ShayneS — Wed, 08 Dec 2021 21:07:54 GMT

Do you see the camera listed in your Device settings > My Devices in the app? Have you tried to factory reset the camera by holding the sync button for 15 sec?

Re: Adding back a removed camera to my app

Jmjm — Thu, 09 Dec 2021 12:38:00 GMT

The Camera is not listed in my Device Settings. It disappeared when I accidentally hit 'Remove Device'. I tried to 'Add New Device' but it does not show up. It still records activity that I can pull up from My Library. But I cannot pull up live feeds nor do I get notifications of movements like my other 3 cameras and the way I used to for this camera. I tried resetting the Smart Hub/Base Station but did not know there was a factory reset for the camera? I will try that later today. Thx for your assistance.

Re: Adding back a removed camera to my app

ShayneS — Fri, 10 Dec 2021 17:52:54 GMT

Hi @Jmjm

Did the manual reset on the camera work? Were you able to readd and live stream?

Re: Adding back a removed camera to my app

Jmjm — Sun, 12 Dec 2021 15:58:33 GMT

Unfortunately the manual reset did not correct the issue. Still records but same problems - not visible on my app and no live stream. Other ideas?

Re: Adding back a removed camera to my app

ShayneS — Mon, 13 Dec 2021 18:42:36 GMT

Hi @Jmjm

Do you mind providing a screenshot of the missing camera in your device list. Also I would lie to look in to this further for you. The development team would like to request a device Log for troubleshooting if possible, if you don't mind. this occurring on iOS or Android?

Re: Adding back a removed camera to my app

Jmjm — Mon, 13 Dec 2021 19:08:23 GMT

So now only 3 cameras visible. iOS.

Re: Adding back a removed camera to my app

ShayneS — Mon, 13 Dec 2021 19:31:47 GMT

Would you like to provide a trouble shooting log for me? I will need to know if yo are on Android or iOS

Thanks

Re: Adding back a removed camera to my app

Jmjm — Mon, 13 Dec 2021 19:58:25 GMT

iOS

I've tried Adding Device, both automatically via search and Manually as well as Resetting the home base and the camera. Anything else you need?

Re: Adding back a removed camera to my app

ShayneS — Mon, 27 Dec 2021 18:02:44 GMT

Hi @Jmjm

Are you still experiencing this issue?