topic Re: Devices vanished in Arlo Video Doorbell Wire-Free

Devices vanished

Sanchita2014 — Tue, 01 Oct 2024 03:28:43 GMT

I upgraded my app to 5.02 and since then I failed to add or see devices. I already, had a useless conversation with support over WhatsApp. I have admin access and getting motion notifications but cannot see the devices. I followed the steps to add the device but in the last step it keeps on searching and doesn't return any devices. My husband who is the owner of the system is in previous version and all good. I tried uninstalling and reinstalling many times. My my.arlo not showing devices either. Any help?

Re: Devices vanished

DannyBearAgain — Tue, 01 Oct 2024 08:28:30 GMT

Just be aware that you cannot import any arlo device while it is attached to another’s account.

To get you going you can ask your partner to login to the arlo app on your platform device using his credentials.

If sharing is required it would likely need your partner to upgrade his app UI type to match your UI type.

Re: Devices vanished

StephenB — Tue, 01 Oct 2024 14:26:41 GMT

@Sanchita2014 wrote:

I followed the steps to add the device but in the last step it keeps on searching and doesn't return any devices. My husband who is the owner of the system is in previous version and all good.

Do you see "Feed" and "Dashboard" in your app menu? Or do you see "Library" instead?

Does your husband see "Feed" and "Dashboard"? Or does he see "Library"?

These need to match (either you both need to see "Library" or you both need to see "Feed"). If your husband sees "Library", then one fix is to migrate his account to "Feed".

But there is an easier fix. That is for you to use your husband's account credentials on your phone. Arlo recently changed their system to allow that (before the change, they didn't allow two devices to be logged into the same account at the same time)

@Sanchita2014 wrote:

I followed the steps to add the device

That is totally wrong, as the cameras can only be added to one account.

@Sanchita2014 wrote:

I already, had a useless conversation with support over WhatsApp.

@JamesC - I didn't think support used WhatsApp. Can you check?

Re: Devices vanished

garcher32 — Tue, 01 Oct 2024 15:32:48 GMT

I had the same experience - the owner's account was upgraded to the new experience but my own app was the previous version and there was no Upgrade button.

Fixed after I chatted with Arlo support. To force an upgrade of your app, Open the Arlo app>>Select devices>>Select add new devices>>Select cameras>>Select Pro series>>Scroll down and select Pro 5.

Even though you don't have this new camera, it requires the app to be upgraded. Once you do this, you should see the devices again (might need to logout/login again).

Re: Devices vanished

StephenB — Tue, 01 Oct 2024 16:52:18 GMT

@garcher32 wrote:

To force an upgrade of your app, Open the Arlo app>>Select devices>>Select add new devices>>Select cameras>>Select Pro series>>Scroll down and select Pro 5.

Even though you don't have this new camera, it requires the app to be upgraded.

Yes. But there are reasons why you might NOT want to do this.

"Feed" has no custom modes, so if you used them with "Library" you will lose them.
The combination of geofencing+scheduling doesn't completely work with "Feed"

That is why I recommend to just use one shared account instead. That solves the original problem (which is to get camera sharing to work) without changing anything else.