2 different cameras

[mamaV]

Aloha, first of all not exactly sure what camera it is since I tossed the box. The hardware is VMB4540r3.

Purchased the Pro 5s and updated the mobile app to the Experience. Now I cannot see the old camera's. What is the solution? Mahalo

[StephenB]

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@mamaV wrote:

first of all not exactly sure what camera it is since I tossed the box.

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If the housing opens, then remove the camera from the housing and take out the battery.   There is a label there.

If the housing does not open, there will be a label somewhere on either the camera body or the rubber seal around the charging port.  That label will start with VMC.  It can be really hard to see, especially if it is on the rubber seal. Moving the camera so the light reflects at different angles can help.

[mamaV]

@StephenB - thanks for that! Second part of my problem, Pro 3 is connected and recording on the hub, but I can no longer can see those devices on the app after upgrading with the Pro 5s. I can hear it. How can I access both models on the Arlo Experience app?

[StephenB]

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@mamaV wrote:

@StephenB - thanks for that! Second part of my problem, Pro 3 is connected and recording on the hub, but I can no longer can see those devices on the app after upgrading with the Pro 5s. I can hear it. How can I access both models on the Arlo Experience app?

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They should both be visible in the app on the devices screen.  Are you using the same account for all the cameras?  Or is the Pro 3 shared from another account?

Can you clarify what's happening ("not seeing it but hearing it" is confusing me)?  

[mamaV]

Aloha and mahalo for the response. Yes, same account. While setting up Pro5, instructs to update the app first. After updating, the Pro3 devices were no longer on the app. I successfully added the Pro5 but was not able to add the Pro3. 

Additionally, added widgets on the app with success. Now I'm trying to do the same to my account on my computer, I need to "add device" for each camera and now need to take my cameras down to do this? Is there another option?  

[StephenB · Accepted solution]

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@mamaV wrote:

Aloha and mahalo for the response. Yes, same account. While setting up Pro5, instructs to update the app first. After updating, the Pro3 devices were no longer on the app. I successfully added the Pro5 but was not able to add the Pro3. 

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You shouldn't have needed to add the Pro 3 cameras back.  Are you looking on the devices page or the dashboard?

If you aren't seeing them on the dashboard, you should contact support (I suggest phone support for this)

• https://kb.arlo.com/000062993/What-is-the-Support-Center-in-the-Arlo-Secure-App-Arlo-Secure-4-0

You can select the Pro 5s camera for this (assuming the Pro 3s won't be in the list).