topic Re: Problems with new app update in Arlo

Problems with new app update

NurseKim — Tue, 18 Jun 2024 12:29:57 GMT

Updated to new app, and when logged in could not get cameras to load. Then signed out, changed password, deleted app and reinstalled and not able to get into app at all now.

Re: Problems with new app update

StephenB — Tue, 18 Jun 2024 12:33:16 GMT

@NurseKim wrote:

Updated to new app, and when logged in could not get cameras to load. Then signed out, changed password, deleted app and reinstalled and not able to get into app at all now.

What cameras (and base if you have one)?

Is the equipment still in your account (just showing off-line)?

Re: Problems with new app update

NurseKim — Tue, 18 Jun 2024 22:31:06 GMT

Not showing my account or devices. It's like it thinks I am new customer and wanting me to sign up for service. I had all my devices until updated app.

Re: Problems with new app update

StephenB — Wed, 19 Jun 2024 19:08:39 GMT

@NurseKim wrote:

Not showing my account or devices. It's like it thinks I am new customer and wanting me to sign up for service. I had all my devices until updated app.

I'm tagging the mods ( @BrookeN , @JamesC , @ShayneS ) to call their attention to your issue.

Re: Problems with new app update

BrookeN — Thu, 20 Jun 2024 14:29:18 GMT

I do see your account does still have the cameras. Do you mind sending me a DM with the email address you are using to sign in? The password is not needed only the email. You send a dm by clicking on the envelope icon on the top right of the forum page.

Re: Problems with new app update

BrookeN — Tue, 25 Jun 2024 14:34:11 GMT

I have created a ticket for support to reach out to you. They will be reaching out as soon as possible.