Cannot See Shared Devices

[Kaysahn]

I have seen the closed board that covered this topic back in February 2024 but this has just happened to my husband.

He cannot access the modes to turn the cameras off and on. This is only happening on his I-phone which is operating on IOS 17.7 (Iphone Xr). App version is 5.0.2.

I too have done all the reset, delete and reload, log out, log in, cancel sharing and reinstalling it and nothing seems to work.

How was this fixed please?

[BrookeN]

The development team was able to reproduce the issue as described and is continuing to work toward a solution. As soon as we have more information available, we'll post an update.

[BrookeN]

We are still currently investigating this behavior. I will update the community as soon as possible. 

[BrookeN]

I do not have an update as of today. But the development team is currently investigating this. I will update the community as soon as possible. 

[justinw017]

I have several old Arlo cameras that I use on my account attached to a base station VMB4000 series. My dad has several Arlo Pro 4 cameras that he uses without a base station. When he shares access to his cameras to me, it shows that I have accepted the invite on his app but his cameras do not appear on my Arlo app for viewing. I get notifications for changes like setting Arm Away or Arm Home, but cannot view the cameras. 

Also, our apps look completely different. We are both using app version 4.11.2 (7240) released Jan 17, 2024 but he has options like “Dashboard”, “Feed”, “Routines” etc.. where all I have is “Devices” “Library” “Mode” and “Settings”. 

There seems to be a compatabity issue between using new and old cameras on Arlo accounts and sharing the feeds. 

[DannyBearAgain]

Yeah, been this way since December 2022.edit.

https://kb.arlo.com/000062798/How-do-I-upgrade-my-Arlo-Secure-App-4-0-to-the-new-experience 

[StephenB]

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@DannyBearAgain wrote:

https://kb.arlo.com/000062798/How-do-I-upgrade-my-Arlo-Secure-App-4-0-to-the-new-experience 

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@justinw017:  You can also force migration from "Library" to "Feed" by going into "Add device", and starting to add a Pro 5s camera.  The workflow can't be completed without the camera, but before it fails you will be migrated to "Feed".  This would need to be done on the primary account.

There are some limitations with "Feed" - one major one is that there are no custom modes.  Folks have also struggled with scheduling and geofencing.  And once the account is migrated to "Feed", there is no way to move back to "Library". 

[ndz]

It looks like this has been an issue for over a year.  It's shocking that IT hasn't fixed it by now. Any update on when the problem will be resolved? Also, why are there 2 user interfaces in the same app??  So strange.  

[BrookeN]

@ndz with your authorized user do you both see feed or library? 

[StephenB]

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@ndz wrote:

 Also, why are there 2 user interfaces in the same app??  So strange.  

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Arlo started to roll out "Feed" last year, but that didn't go well.  Too many bugs, plus it became clear that dropping custom modes was a mistake.  So they paused the roll out, and have been addressing the issues with it for quite some time.

But the newest cameras and the home security system still require "Feed", so we all have been living with both interfaces for a while now.

[LouieP]

Shared access users cannot arm or disarm in mode 

[StephenB]

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@Kaysahn wrote:

I too have done all the reset, delete and reload, log out, log in, cancel sharing and reinstalling it and nothing seems to work.

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One option is that he could switch to using your account credentials.  Arlo used to only let one device log into an account at a time, but that was recently changed.

When you reshared the cameras, did you also set "allow access rights"?

Also,

1. Does your app menu show "feed" and "dashboard"?  Or does it show "libary" instead?
2. What does your husband's app menu show?

[najafj4life]

Since the new update on the App, we have not been able to get geofencing mode to work at all.  We have contracted Arlo support a few times with no success.  They said everything looked fine and it should work.  Of course, it's not working at all.  Any insight when this issue will be fixed?  Both phones are iPhone.

[Kaysahn]

His shows the same as mine but when he taps on the 'mode' menu, it shows 'offline' and does not give him the option of selecting a mode - off, on all, set up modes.

He can access the cameras and the library but just not the modes

[StephenB]

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@Kaysahn wrote:

His shows the same as mine but when he taps on the 'mode' menu, it shows 'offline' and does not give him the option of selecting a mode - off, on all, set up modes.

He can access the cameras and the library but just not the modes

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When you reshared the cameras, did you also set "allow access rights"?

[Flavafla]

Hi, as of yesterday the family member with shared access was not able to change modes, just shows as offline. They were still able to see the cameras and recordings on their iPhone 11. They are running the latest versions of iOS and the Arlo app (same versions I am on). Have deleted app and reinstalled, have removed as shared user and re added, even restarted the Arlo base station to no avail. The person has the app on their iPad and that works fine.

seeing if anyone else has experience this issue and if so, is there a fix?

Thanks in advance.

[Slolearner]

Version 5.0.2

IOS 17.7

User that has Granted Access cannot see or modify Mode as the device show OFFLINE. (see screenshot below)

-Can see each camera

-Can select and activate all camera live viewing

-Can control all cameras including snapshots

-Can access, view, play and delete recordings in Library

+iPhone has been restarted

+app has been removed and re added to phone

+User's shared devices have been removed and re shared by account owner

+User's Granted access was disabled then re enabled

[Kaysahn]

Yes I did.

He should have full access rights as before

[samehere]

Same here. geofencing notifications driving me nuts 

[Dester68]

Same problem here.  Since ages I have shared the devices with my wife.  Now, on her iPhone they are shown as offline.  She can turn them on or off from the icon contextual menu in the app’s icon, however the app shows them offline.  Restarted the phone, deleted and reinstalled the app…please correct this, as it seems to be happening since the last app upgrade!!!!

[Dester68]

Since ages I have shared the devices with my wife.  Now, on her iPhone they are shown as offline.  She can turn them on or off from the icon contextual menu in the app’s icon, however the app shows them offline.  Restarted the phone, deleted and reinstalled the app…please correct this, as it seems to be happening since the last app upgrade!!!!

[StephenB]

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@Flavafla wrote:

Hi, as of yesterday the family member with shared access was not able to change modes, just shows as offline. They were still able to see the cameras and recordings on their iPhone 11.

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I've seen a couple of reports of this problem.

One thing you can do - have the family member use your account instead of the friend account.  Arlo now allows multiple devices to be logged into the same account at the same time.

[Merlin232]

I’m having the same issue on ios 17.7 and 18. Problems only started when Arlo app updated to 5.0.2. Tried everything the same as you with no success. Contacted arlo who suggested all the same steps when I told them none of it worked they said there were no issues with the app or their system and couldn’t help me any further 

[nogeofencing]

Hi, 

"in zone" "out of zone" are not visible in app version 5.0.2_28737 and geofencing has not been working correctly for year´s. Works maybe one  or two times a month. Have tried 2 different android phones with New installation off APP. 

What can i do?

[BrookeN]

Thank you for bringing this to our attention. I have reached out to our development team who is currently investigating this. I will update the community as soon as possible. 

[Flavafla]

Hi Stephen, appreciate your response and suggestion - it worked. Doesn’t explain why the person was still able to operate this function on her iPad logged in with her shared account. I will take the work around but would appreciate if Arlo support team can advise if there is/will be a fix coming out to address this. Thanks 

[CSRG]

I too am also experiencing this issue since Tuesday. Is there any fix yet? 

[roygan]

My wife has been granted access rights (yes I have checked and double checked). She had been able to arm the devices but all of a sudden on this date, she can no longer do it and it’s greyed out. May I know if there is going to be a fix for this soon? This is an important feature for us. Kindly assist. Thank you.