Trouble Granting Access: Accepted but not showing camera or receiving calls

Cathrin — Tue, 21 Mar 2023 17:03:15 GMT

I'm having trouble granting access and adding a friend.

I've sent an invite, and it's showing accepted, the friend has created an account.

It is requiring Friend to sign into Arlo Safe / Secure Subscription(we don't have this), and it is requiring a doorbell set up (scanning the QR code).

The friend is getting notifications but not doorbell calls, and the camera isn't visible on their end.

Can you give any insight into this situation?

Do I have to have a subscription to grant access?

Am I missing something along the way?

Re: Trouble Granting Access: Accepted but not showing camera or receiving calls

StephenB — Wed, 22 Mar 2023 14:00:00 GMT

@Cathrin wrote:

Do I have to have a subscription to grant access?

No. but if you want the friend account to be able to access recording videos (including the recordings made when the notification is triggered), then you will need a subscription in the primary account.

But the friend should be able to see the cameras and livestream them.

@Cathrin wrote:

Am I missing something along the way?

In addition to the potential subscription, there is another potential issue.

Arlo is slowing shifting users to a new user interface. The new interface shows "Feed" and "Dashboard" menu options in the app, the old one shows "Library".

In order for the friend access to work, both accounts need to be using the same interface.

Please check and let us know whether

the primary account shows "Feed" or "Library"
similarly whether the friend account shows "Feed" or "Library".

It is possible to migrate from "Library" to "Feed" using a workaround. However, you cannot migrate from "Feed" back to the older "Library" interface.

topic Trouble Granting Access: Accepted but not showing camera or receiving calls in Arlo Video Doorbell Wire-Free

Trouble Granting Access: Accepted but not showing camera or receiving calls

Re: Trouble Granting Access: Accepted but not showing camera or receiving calls