Access granted user cannot change mode and indicates base is offline but not for me

[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 is currently testing a fix that will be made available in an upcoming version of the Arlo app that we hope to release very soon. Once we have more information available about this release, we will provide an update. We apologize for any inconvenience caused.

[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. 

[StephenB]

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@roygan wrote:

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. 

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I don't know how long it will take Arlo go put in a fix - this is a user-to-user forum, and I don't work for them.

But I do want to point out that there is a workaround.  Your wife can use your account credentials on her phone.  Arlo only permitted one device to be logged into an account at a time.  But they recently changed that.  So sharing the credentials would give her full control, and would not log you out when she uses the app.

[Krisgeneva]

My invitation to my spouse used to work but now having problems as she is not able to see anything on her account.

[StephenB]

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@CSRG wrote:

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

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No idea on the fix - this is a user-to-user forum, and I don't work for Arlo.

There is a workaround - instead of using the friend account, you can use the primary account on multiple phones.  Arlo used to only allow one login at a time, but that was changed some months ago.  

Obviously this is only applicable if you trust the friend with full access to the account.  

[roygan]

Thank you for the tips. I will try that out. I am just surprise that it was working all these years and it stopped working all of a sudden.

[jguerdat]

The ability to see what devices are in/out of zone is needed but not available. Maybe it will be added in future releases.

Make sure both phones are always logged in. If not opened at least every 2 weeks, the user gets logged out, causing GF to fail. Also check all phones for proper Location Services settings in the phone settings for the app.

[Michael_Gr]

Same on my side.

It's working on my iPhone but not on my wifes one.
Access ist granted, but the mode selection shows "Offline"

[BrookeN]

Can you all please try to toggle the allow access right off then back on and save it. Also,  can you power cycle the basestation for 30 seconds and let me know if the behavior changes. Are these all iOS devices or do some of you have android?

[Jonescasa]

My wife has been granted access to our two hubs and six cameras for some time but in the last two weeks she can no longer set or unset the system because they are both showing as offline. tried uninstalling and reinstalling, removing the ‘friend’ and adding them again and nothing works. She can still see the cameras on the app and can view video footage, she just can’t set or unset the system because the hubs show as offline. We both have version 5.0.2 (8417) of the app. 

[nogeofencing]

In/out is shown on my wife´s I phone. Settings  has been checked many times. If it was only to open the app every second week it feels like it would work for at least one week. But it ´s only work´s for random day´s.

When the camera was new and the support from Arlo was active (first year) it was no problem at all.

It feel´s like Arlo will force people to by secure plan´s and pay for support.

[CSRG]

I have an iOS device and we have tried these steps but no change. 

[Kaysahn]

I have done all these steps - several times, and nothing has changed.

Yes - this is on an IOS device

[vat319]

As the primary, I granted my husband admin rights. A few days ago, his account access no longer allows him to change Mode and it says the base station is offline where mine does not. I’ve unplugged, restarted, updated his app, removed him and readded him but it’s still broken on his app. Pls help!

[StephenB]

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@vat319 wrote:

As the primary, I granted my husband admin rights. A few days ago, his account access no longer allows him to change Mode and it says the base station is offline where mine does not. I’ve unplugged, restarted, updated his app, removed him and readded him but it’s still broken on his app. Pls help!

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Several users have reported this, and Arlo is investigating.

There is a workaround - just have your husband use your account credentials on his phone.  Arlo now allows multiple devices to be logged into the same account at the same time.

[Sorenolsson]

I too have the same problem when updating to. Vers 5.0.2

[Rocko61]

My wife's iPhone does the same thing and we are signed in with the same credentials. Very frustrating. 

[StephenB]

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@Rocko61 wrote:

My wife's iPhone does the same thing and we are signed in with the same credentials. Very frustrating. 

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If you are both using the primary account credentials, then you both should have full control over all settings, and should both be able to change the mode.

Does this also fail when you log into my.arlo.com?

[Jerjam78]

Recent OS updates removed ability to see mode (arm/disarm) on shared devices.  This needs to be fixed ASAP.

[Cheetajr]

Hello,

On the app of the person with whom I shared my devices with, it shows “Offline” for the cameras yet the person is still able to play and record videos. They are unable to arm and Disarm the cameras due to it showing “Offline.”

[Rich0190078]

Having exactly the same issue for all guest accounts. Running a number of Arlo systems and this is a huge pain as multiple users used to have control to change the mode.....

Guest access has been working to change modes up until a few days ago for years. 

Have tried 

Re Install App - No 

Delete access and re assign access - No 

Can change modes from primary account 

Showing online on web in both primary and guest accounts 

Seems to be the app showing Offline on all guest account that have access to the base station 

Look forward to this being fixed please Arlo. 

[vat319]

Yes, it’s frustrating. I just took advice of signing him with my account which is sufficient for now. A fix would be better, I hope that’ll be soon.

[vat319]

Thank u for the workaround. I had wanted to avoid it but it’s the only way he’s able to edit the mode. 

[djdannis]

Both my wife and I too are having this issue on the latest iOS app  & OS version with 12 Arlo Pro2 cams across 2 base stations with one base being shared. Both stations are offline now under mode. Restarted base stations multiple times. Hope Arlo resolves ASAP. These systems are important for our home security.

[Rocko61]

My.Arlo.com does not give the option to change mode. It takes us straight to the app for that.

[StephenB]

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@Rocko61 wrote:

My.Arlo.com does not give the option to change mode. It takes us straight to the app for that.

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Are you using a PC browser?  Or are you using your phone or a tablet?

[CSRG]

We’ve reported it now, apparently it’s a known issue and Arlo engineers are working on resolving it asap, so fingers crossed!