Geofencing stops working every time I update the app

[supadee9000]

Dear Arlo,

What's going on Arlo? It seems that every time I update the Arlo app, Geofencing ceases to function normally and I have to go through a raft of annoying, time-consuming troubleshooting steps to rectify the problem. This has happened three times now. And, frankly, I'm getting a bit sick of it! Given geofencing is one of the Arlo systems best features, if its unreliability continually causes some much trouble, what's the point in having the system? Can you please tell me why Geofencing needs to be reset (for lack of a better term) every time my or any other users granted administrative rights update the app? 

Geofencing works with my phone but not with the only other user who I have granted access. I have removed and re-added them in the "Grant Access" page, sending multiple invites, to no avail. They have accepted the invites, but Arlo didn't recognise their device so it sent a push notification to authorise, which still hasn't arrived. 

Now, I suspect you will advise I go through all the troubleshooting FAQs, posts, manual, etc, which I will grudgingly do because the system (3 cameras and  hub) cost me a small fortune and I would like the peace of mind they provide, but I would like to know if this post-update behaviour is going to continue or will it be addressed? I'm ready to share my negative experience wherever I can (which I never do!) because when geofencing stops working correctly it forces me to arm/disarm the system manually, resulting in it being disarmed for long periods of time (making my home security vulnerable), until I find the time to go through the laborious process of making everything work again. It is so time consuming. 

I concede this is a bit of a rant, and I apologise, but the underlying complaint is sincere. Please fix this issue. 

Sincerely

David

[StephenB]

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@supadee9000 wrote:

Geofencing works with my phone but not with the only other user who I have granted access. I have removed and re-added them in the "Grant Access" page, sending multiple invites, to no avail. They have accepted the invites, but Arlo didn't recognise their device so it sent a push notification to authorise, which still hasn't arrived. 

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If this is a spouse or partner, then another option is to just use the same login credentials on both phones.  Arlo didn't allow that for a long time, but a few months ago they changed that.

Is the invite showing up as accepted in your account?  Generally I recommend using a PC to accept the invite - clicking on the "Create Account" control.  That will open their browser to my.arlo.com.  If they already have an account, they log in there (completing two-factor authentication).  If the push never arrives, then select a different verification method (there will be a link for it after the push times out), and then choose email.

Then verify that the invite is accepted in your account.

Note that at the moment there are two user interfaces in the app.  One shows "Library" on the app menu, the other shows "Feed" and "Dashboard".  Both accounts need to use the same user interface in order for the "friend" account to see your cameras.  If you have mismatched user interfaces, then post back and we can give you instructions on how to migrate accounts to "Feed".

After that, they should also look at the "available geofencing devices" in their account.  Remove any duplicates, and ideally rename the phone to something meaningful.  You cannot do that for them from their account.