topic Re: Geofencing error- unknown device Arlo original in Arlo

Geofencing error- unknown device Arlo original

madkiwi — Tue, 14 Jan 2025 17:24:06 GMT

We've been Arlo users for many years. Mostly worked no problem until about 2 months ago. Geofencing no longer works at our home because the system is telling me there are 3 enabled devices and apparently one of them never leaves the house.

Problem is there are only 2 devices enabled and showing up in the setup.

I think something went wrong when my wife got a new phone and enabled it at the house. I unchecked her old phone and enabled the new one but for some reason the app will not allow me to delete her old devices. I think that has to be something to do with it.

Here are screen caps-

Re: Geofencing error- unknown device Arlo original

StephenB — Tue, 14 Jan 2025 18:12:01 GMT

@madkiwi wrote:

but for some reason the app will not allow me to delete her old devices. I think that has to be something to do with it.

She has to delete them from her account.

Note another option you have is to use your account credentials on her phone, and stop using friend access. You'd need to revoke friend access. Then all the devices would be under both of your control.

Re: Geofencing error- unknown device Arlo original

madkiwi — Tue, 14 Jan 2025 18:29:07 GMT

I actually deleted her access as Friend. Then wiped the app data on my phone.

Still telling me there are 2 devices (although wife is gone).

Also my settings (devices, armed, geofencing etc) repopulated in the app without having to set everything up so I am pretty sure that means all that was saved on Arlo's servers and as soon as I logged in on my phone it fetched info (including the phantom device profile) from them.

So I am no closer to resolving this.

Re: Geofencing error- unknown device Arlo original

StephenB — Tue, 14 Jan 2025 18:36:32 GMT

@madkiwi wrote:

I actually deleted her access as Friend. Then wiped the app data on my phone.

Still telling me there are 2 devices (although wife is gone).

Can you delete the unknown devices? (You do that from "available geofencing devices").

Re: Geofencing error- unknown device Arlo original

madkiwi — Tue, 14 Jan 2025 19:26:55 GMT

No such thing as "available geofencing devices", closest thing is a list of "enabled mobile devices", a screen cap of which is in my original post with no unknown devices shown. I also could not delete any of her old devices, I previously had clicked edit and some of my old devices had red trashcan symbols next to them and I was able to remove those.

People with Friend access cannot delete any devices as there is no edit ability on any of the modes. So she can't delete them and none of her devices had the red trashcan icon on my edit screen so there is no way to remove legacy friend devices.

Of course Arlo doesn't want me to have any tech support without being a paid subscriber so I don't even have the ability to ask them to reset their servers.

Re: Geofencing error- unknown device Arlo original

StephenB — Tue, 14 Jan 2025 21:25:02 GMT

@madkiwi wrote:

No such thing as "available geofencing devices", closest thing is a list of "enabled mobile devices",

Sorry, "Available Geofencing Devices" is the name of equivalent screen in the new "Feed" user interface. It works a bit differently.