Grant access no access siren to turn off

[TMarin]

Hello!
I have the main account and have granted access to my wife. Everything used to work fine, but recently my wife's mobile app won't access the siren (please see attached screenshots, my app and hers). It's very frustrating because if the siren is triggered, I'm the only one that can turn it off.

We've even switched logins, I logged in to her phone and her into mine, but her "access granted" account was the same on mine, no siren.

Please help!

[Dannybear]

Check that you have given permissions for her to disable the siren.
Are both arlo mobile Apps the same version? If not update to the latest.

[TMarin]

Hello!

Yes, the first thing that I checked were the permissions. I even tried removing permissions, that didn't work, and then I re-activated the permissions, and still nothing.

Yes, both phones have the latest version app, but that's not the issue because we even logged into each others phones, and when she logs into my phone, still no siren access. So it's not a phone or app issue, it has to do with being a secondary user.

[Dannybear]

Can I suggest you remove her from the friend list and rein cite her if not already.

[TMarin]

Yes, we actually did that as well. 

I believe it's a fault in the way the software was written for the second accounts, especially being that the same thing happened when we signed into the other persons phone.

[Dannybear]

Did the issue arise recently, if you have auto update enabled on the phones your app may have updated. I know that arlo iOS app v3.5.12 came out a few days ago and had rearranged some of my devices, modes and libraries.

[TMarin]

This probably started around 1 to 3 months ago

[JessicaP]

Hi TMarin,

What phone device is your wife using and what phone device are you using? Have you tried removing the Arlo app on your wife's phone device, rebooting the phone device and reinstalling it again?

[TMarin]

Hello!

My wife has a Samsung Galaxy A10e. I have a Galaxy S20fe.

I has to be a coding error, and here's why:

• If I login to her account using my phone, there is no access to the siren.
• When she's logged in to her account using her phone, there is no access to the siren.
• If I login to my account using her phone, there is access to the siren, and
• If I login to my account using my phone, there is access to the siren.

In simple, accessing my account whether on her phone or mine, there is access to the siren. Accessing her account whether on her phone or mine, there is no access to the siren.

Yes we deleted the app, deleted proiles, rebooted her phone, and I even created her a whole new account using another email account, but still no access to the siren when using her account.

[JessicaP]

Thanks for summarizing the issue that you're experiencing. Let me gather more information from you through private message.

[TMarin]

Hello Jessica!

Are there any updates on this ticket? I’m checking because I haven’t heard any word back. I tried to send you private message but the Arlo system wouldn't let me.

Thank you for your assistance with this matter!

[ShayneS]

Are you still experiencing this issue with the latest version of the Arlo mobile app v 3.6.4?

[ShayneS]

Hello,

Are you still experiencing this issue with the latest version of the Arlo mobile app?