Granted access issue between two accounts

[scotts191]

I have a pro 3 system at home and a pro 2 system at another home.  both have their own base stations and separate arlo accounts.  i've shared my pro 2 cameras with my pro 3 (home) account but both pro 2 cameras always show offline in the camera lineup, even though they are both working and send me alerts and record when activated.  So I can't view the live feed.  I can sign in the OTHER (pro 2) account and everything is fine, but not when shared on my pro 3 account.  As an odd symptom, i cannot go into mode; it just closes the app when i press the mode button.  i've tried removing the share and re-installing it, as well as removing the app and re-installing it.

[StephenB]

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@scotts191 wrote:

I have a pro 3 system at home and a pro 2 system at another home.  both have their own base stations and separate arlo accounts.  i've shared my pro 2 cameras with my pro 3 (home) account but both pro 2 cameras always show offline in the camera lineup, even though they are both working and send me alerts and record when activated.  So I can't view the live feed.  I can sign in the OTHER (pro 2) account and everything is fine, but not when shared on my pro 3 account.  As an odd symptom, i cannot go into mode; it just closes the app when i press the mode button.  i've tried removing the share and re-installing it, as well as removing the app and re-installing it.

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Have you tried using the web browser instead of the app?

[scotts191]

yes, the same issue.  shows as offline on the main app, although still online and records and sends notifications when activated.  I can access the new videos but nothing live or any settings, etc.

[ShayneS]

Do you happen to have a screenshot of the pages/issue you see?

[scotts191]

Here it is. The top view (labeled 'pond') is the primary account/base station. The view below (labeled 'BH front door') is a shared camera from the separate account/ base station. The one below (cut off) is the other shared cam with am identical message. Again, the shared cameras ARE working (recording, notifications, etc.) Just not indicating so. Thus, i can't view live, change settings, etc unless i log out of the primary account and log into the second/shared acct.

[ShayneS]

Thank you for the information. Just to note, it looks like your base station is offline, your Smart Hub is online. Since you have tried to reshare and re-add your cameras please contact the Support Team to further investigate this issue. You will find several options for contacting support in the provided link. Arlo Tech Support