Arlo|Smart Home Security|Wireless HD Security Cameras

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C4StarNZ
Aspirant
Aspirant

Have had Arlo for years and everything has been amazing with three other users being granted access.  One user now receives notifications like normal but it takes 3-5 hours before anything appears in her Library. My device is not affected - clips appear instantly in library. All updates done. System reset. I have deleted her app from her phone and re-installed everything and it still happens. Any suggestions?

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BrookeN
Arlo Moderator
Arlo Moderator

On your app do you see library or feed? On her app do you see library or feed?

C4StarNZ
Aspirant
Aspirant

We both see Library. 

BrookeN
Arlo Moderator
Arlo Moderator
C4StarNZ
Aspirant
Aspirant

Ok if you actually read my original post you will see that I have tried that already.  I have also reset the whole system. Deleted the app on her phone and re-installed it, then set her up again but it’s still doing it.

BrookeN
Arlo Moderator
Arlo Moderator

You stated you deleted the app of her phone and reinstalled it. That is not the same as removing the authorized user within the app on the main account holders phone. Was that step done as well?

C4StarNZ
Aspirant
Aspirant

Hi and thanks for your reply. Yes I have removed her as an authorised user.  Did not make a difference.  Whenever she gets an Arlo alert on her phone notification she then goes into the Library and there is nothing there… a few hours later the recording is there.  It’s very weird and frustrating as it was working well for years and we haven’t changed anything.

BrookeN
Arlo Moderator
Arlo Moderator

I have reached out to our development team to look into this. I will reach out with an update as soon as possible. 

C4StarNZ
Aspirant
Aspirant

Email with log sent as requested. Cheers, Craig

BrookeN
Arlo Moderator
Arlo Moderator

Thank you, I will update soon. 

BrookeN
Arlo Moderator
Arlo Moderator

Are you still seeing this same behavior?

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