Doorbell won’t ring on non-admin’s phone

[Mateypeeps]

I am the administrator for our Arlo ecosystem. I have granted full access to all our Arlo devices to my wife who uses the Arlo app on her iPhone 13 Pro.

My wife doesn’t get any notifications when the doorbell rings. I, however, get them on all the devices that I have installed the app on *and*, via Apple HomeKit, the devices where that is installed.

We are an Apple household. I have an iPhone, ipad, MacBook, Apple TV all connected via my Apple account. Whenever our doorbell is pressed, I am notified on all my Apple devices that are powered on at that point.

I can verify that all the Arlo apps, firmware, etc. are up-to-date.

Short of a call to Arlo Support, I have run out of ideas on what to look at.

Any suggestions, please?

[StephenB]

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@Mateypeeps wrote:

Any suggestions, please?

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Does your wife's app show "Library" in the app menu, or does it show "Feed"?

Try having her use your Arlo credentials on the app on her phone.  

[Mateypeeps]

Apologies for the slow reply - I’ve not been in the same place with my wife’s device for a few days.

OK, her app shows “Library” not “Feed”. And, when I use her device with my credentials, the phone rings when the doorbell is pressed. Restoring her credentials to the app on her phone results in the same issue - i.e. her phone does NOT ring when the doorbell is pressed.

[StephenB]

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@Mateypeeps wrote:

her app shows “Library” not “Feed”. 

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Does your account also show "Library"?

[Mateypeeps]

Yes. In my.arlo.com, my stored videos appear under 'Library'.

[StephenB · Accepted solution]

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@Mateypeeps wrote:

Yes. In my.arlo.com, my stored videos appear under 'Library'.

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Ok. You must not have the Essential Gen 2 camera.  (Just pointing that out, since you posted in the 2nd gen forum area).

With "Feed" there is a setting to enable/disable doorbell calls:

• https://kb.arlo.com/000062945/What-privileges-do-my-friends-have-when-I-grant-them-access-rights-in-...

They might have added that to "Library", so you could look for that setting.

You could also just continue to use the same credentials in both accounts.

The other option is to just have

[Mateypeeps]

Oh, that’s a rookie mistake. Thanks for calling it out. It wasn’t called that when I bought it and it wasn’t obvious what Arlo had called their legacy product.

That’s a good idea about sharing the credentials. However, I was doing additional research and went back into the “Grant Access” screen in the app and checked all the settings for my wife’s account.

I spotted that “Audio and Video Doorbell Calls” was disabled. That is odd as, from memory, I checked that before and it was enabled. I’ve now re-enabled it. I’m about to head out - she’s asleep - so will check if this has made a difference when I get home later today.

[Mateypeeps]

OK, that was the problem - this feature was disabled for my wife's profile.

Thanks @StephenB for your patient help on this. It took your methodic approach to help me find the oversight I'd made.

[StephenB]

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@Mateypeeps wrote:

Thanks @StephenB for your patient help on this. It took your methodic approach to help me find the oversight I'd made.

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I'm glad I could help.