Library slow to update on granted access device (iPhone)

[C4StarNZ]

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?

[BrookeN]

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

[C4StarNZ]

We both see Library. 

[BrookeN]

Remove her as authorized user and then re-add her on. 

https://kb.arlo.com/000062949/How-do-I-delete-friends-from-my-Arlo-account-Arlo-Secure-4-0

https://www.arlo.com/en_be/support/faq/000039122/How-do-I-add-friends-to-my-Arlo-account

[C4StarNZ]

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]

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]

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]

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

[C4StarNZ]

Email with log sent as requested. Cheers, Craig

[BrookeN]

Thank you, I will update soon. 

[BrookeN]

Are you still seeing this same behavior?