Shared user cannot utilize camera controls

[Xanaduyas]

As the primary user, I can control both brand new cameras on my iPhone, iPad, and web browser.  My husband is a shared user with full admin rights.  He cannot control the camera pan/tilt with any of his devices. 

I did try the live chat and the phone operator... phone operator didn't have a clue what they were talking about.  The live chat said they couldn't help me and that they had to transfer me to technical support.  I waited on the transfer for almost 10 minutes before it said "no agents" "would you like to try again".  I tried to connect again.. waited another 10 minutes with no luck.  Live customer support is horrible.

[StephenB]

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@Xanaduyas wrote:

As the primary user, I can control both brand new cameras on my iPhone, iPad, and web browser.  My husband is a shared user with full admin rights.  He cannot control the camera pan/tilt with any of his devices. 

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Is there a reason why your husband can't just use your account credentials?

[Xanaduyas]

There are a few.

1.  I paid for a camera that is supposed to have that capability..  It should work as advertised without excuses.  If it stated ANYWHERE that a shared user would have limited capabilities, I would not have purchased.  I'm tired of companies expecting consumers to use work arounds.

2. I pay for a subscription service that is supposed to have full capability.

3. We both travel and need the capability of seeing different aspects of viewing.
🙂

[StephenB]

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@Xanaduyas wrote:

3. We both travel and need the capability of seeing different aspects of viewing.

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I can't think of any "different aspects" here.  The recordings are identiical, the camera settings would apply to both accounts.  Can you clarify?

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@Xanaduyas wrote:

I'm tired of companies expecting consumers to use work arounds.

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I asked because it is a simple solution that would allow both of you full control.  Shared accounts don't offer full control (even when you grant access rights).  That said, IMO shared accounts should be able to move the P/T cameras.  

To be clear, this is a user-to-user forum, and I do not work for Arlo.  I am tagging the mods - @JamesC , @BrookeN , @ShayneS - to make sure your feedback is passed on the Arlo development.

.

[Xanaduyas]

Hi.  Actually..  according to Arlo’s info and the Arlo techs I have spoken with.. he SHOULD be able to use the pan/tilt function.  He is able to use it through a web browser and his account..  so it’s nothing to do with the shared access aspect.

As for sharing access… I have a business that I need to keep an eye on pretty regularly.  We both can’t be logged in using my account at the same time.  We have tried.

🙂

[StephenB]

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@Xanaduyas wrote:

We both can’t be logged in using my account at the same time.  We have tried.

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That used to be true, but it changed a while back.  If you haven't tried this recently, it is worth trying again.

[jamy456harden]

As the primary user, I’m able to control both brand-new cameras without any issues on my iPhone, iPad, and web browser. However, my husband, who is set up as a shared user with full admin rights, cannot control the camera pan and tilt functions from any of his devices. I attempted to resolve the issue through customer support, but the experience was extremely frustrating. The phone representative didn’t seem knowledgeable about the problem, and live chat told me they had to transfer me to technical support. After waiting nearly 10 minutes, I received a message saying no agents were available and asking if I’d like to try again. I attempted to reconnect and waited another 10 minutes with no success. Overall, the live customer support has been very disappointing.    transunion credit

[StephenB]

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@jamy456harden wrote:

As the primary user, I’m able to control both brand-new cameras without any issues on my iPhone, iPad, and web browser. However, my husband, who is set up as a shared user with full admin rights, cannot control the camera pan and tilt functions from any of his devices.

As I said earlier in this discussion thread, the simplest solution is to have your husband use your Arlo account credentials on his devices.

[Xanaduyas]

That's definitely a work around, but if it can't be used as advertised, then they are going back.  I've been a customer since 2015..  and up until this camera had no issues that weren't user error.  Thanks for trying to help.  🙂

[ShayneS]

HI @Xanaduyas 

Thanks for the feedback. I'll look into this to see if I can reproduce this symptom, and I'll provide more info as soon as possible. 

[Xanaduyas]

Thanks!  I love my Arlo cams.. I just need this one to work.

[ShayneS]

@Xanaduyas 

To verify, Are all the control options missing with his shared account, or is it just the movement on the pan-tilt feature? Which mobile devices are affected along either the OS version and Arlo app versions that are being used? 

I tested with a shared account on an Android device running the latest version 6.16, and it wasn't able to reproduce the symptom as described so far. 

Update: I was able to reproduce a similar or same symptom with the following tests

• Occurs Android only
• Occurs with Admin and Shared account
• The dashboard screen is missing the tilting icon on dashboard screen (Devices screen still has the icon to control the device movement)

[Xanaduyas]

The ONLY functions that do not work are the pan/tilt and only on the shared access account's iPhone/iPad.

Arlo cams:  Essential Pan/Tilt Indoor.. Firmware 4.1.41_e2bca68  (two of these)
MY iPhone works:  14 Pro Max iOS 26.3
MY web works:  Chrome
Husband's iPhone does NOT work:  14 Pro iOS 26.3

Husband's iPad does NOT work:  iPad Pro  iOS 26.3
Husband's account works on Chrome web browser.

🙂

[StephenB]

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@Xanaduyas wrote:

The ONLY functions that do not work are the pan/tilt and only on the shared access account's iPhone/iPad.

Is he using the widget on the dashboard?  

@ShayneS says that isn't working for him either.  But he also says that selecting the camera from the devices screen did work for him.

[Xanaduyas]

"Widget on the dashboard"??  I'm not sure what you  mean by that.. he selects the camera from the devices list.

[StephenB]

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@Xanaduyas wrote:

"Widget on the dashboard"??  I'm not sure what you  mean by that...

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By default the dashboard just has the three modes (and maybe custom modes).  If you press the + in the upper right, you'll see an option to "add a widget".  If you select a camera, it shows the same tile for the camera that you see on the devices screen.

(Note "add a device" is another option there - that is for installing, so it doesn't change the dashboard screen).

[Xanaduyas]

Ohhh.  I added that camera as a widget from his device and can access everything, but the still not the pan /tilt.

[ShayneS]

I have already Notified the team regarding this last week. I'm waiting for more additional info. 

[ShayneS]

The Arlo development team is currently investigating reports of this behavior. We will provide an update as soon as we have more information to share with the community.

[ShayneS · Accepted solution]

Thank you for your patience while we worked to resolve this. You should now be able to access the pan and tilt function. Please make sure you have the latest version of the Arlo app and test again.

[Xanaduyas]

Tried it out today and everything is working!!!!  Thank you so much!!

[ShayneS]

@Xanaduyas Thanks for the update