Grant access, hub appears disconnected

[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. 

[CasperSoe]

Same issuenat Arlo dosent reply. Problems on Iphone everytime after update. 

Just testet on Android and works like it should

Arlo fix iOS. Unacceable that fixing always take long time your end.  

[Gess78]

Hi, 

I granted my partner access to our hubs and cameras with all rights. He can see the cameras in his app but the hubs appear disconnected on the ‘mode’ page. This means he is unable to set the cameras in/active. This used to work in the past. Any idea what might be the reason ?

TIA

[StephenB]

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@Gess78 wrote:

I granted my partner access to our hubs and cameras with all rights. He can see the cameras in his app but the hubs appear disconnected on the ‘mode’ page. This means he is unable to set the cameras in/active. T

This is a bug - Arlo says they are investigating.

One workaround is to have your partner use your account credentials on his phone.

[Dan4]

I also have the same issue and tried to delete the app, redownload it, as well as the steps recommended, and none of it has worked. 

[BrookeN]

This is currently being investigated. I will update the community as soon as possible. 

[Tstrawn]

Same problem, started with the October Arlo iOS app updates on iOS devices,

shared devices show offline on the mode screen. Unable to change status of offline devices.

iDs are older and have the library at bottom of screen not feed.

ipad, iPhone, iOS 18 and 17, started with Arlo October release an continues.

using the context menu on the app icon on iOS Home Screen does allow to disable and restart schedule on all devices.

User can seen cameras and videos in library screen.

[MargL]

Hi,
Just wondering if you can help please?

Since upgrading my Arlo app to 5.0.2 (8417) 19 Sep 2024 on my iPhone, I have not been able to see the mode of my station. It's always showing 'offline' even though all the devices are online. Hence I can't change the mode any more.

Other than the mode function, every works fine. Can you please help?
Regards,
Marg

[Gess78]

Thank you! I hope they fix this quickly.

[StephenB]

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@Tstrawn wrote:

Same problem, started with the October Arlo iOS app updates on iOS devices,

shared devices show offline on the mode screen. Unable to change status of offline devices.

iDs are older and have the library at bottom of screen not feed.

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This is a bug, Arlo says they are investigating.

One option is to use the credentials for the primary account on all phones (and not use the shared friend account).  Arlo used to limit you to one login at a time, but that changed a couple of months ago.

[BrookeN]

Are you the primary user or the authorized user?

[Tstrawn]

Unplugged base stations for two minutes, no change.

clicked off/on shared devices in settings and saved, no change.

all iOS 17.7 & 18.0.1 devices, iPad 6,8,9, iPhone 7 & SE 2.

base stations are vmb4000r3 & vmb4500r2 with up to date firmware.

From win11/edge my.arlo.com is working Devices,library mode,settings.

[Angie2]

On my phone ( my husbands phone is fine ) the Arlo app says that my Arlo base station is offline(under mode tab )  so I cant arm my cameras from the app.  I can log into my computer under my account and its fine. 

I have deleted the app and reset my base station at home and nothing is working. 

Anyone has any other suggestions ??????

[MargL]

Thanks for your reply. I'm an authorised user, and I have asked the primary user to delete me and regrant access to me. But the problem still persists. Thanks

[IdahoTowerMan]

My wife updates the Arlo Secure app released on 10/2/2024 to V5.03. She no longer is able to arm or disarm the system. My account is the main account and works fine. Her account is Granted Access with full privileges. My wife has not had a single issue in all the years we’ve had this system.

We’ve tried deleting and reinstalling. We’ve tried deleting her access and re-adding. Nothing is working. 

She can see all the cameras and the Library. Just cannot complete any Mode changes. 

I saw this was an issue in July 2023 with an earlier 4.xx release. Anyone else experiencing this or have any ideas?

thank you. 

[StephenB]

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@IdahoTowerMan wrote:

We’ve tried deleting and reinstalling. We’ve tried deleting her access and re-adding. Nothing is working. 

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Yes, it's a bug - Arlo is investigating.

There is a simple workaround - just have your wife use your account credentials on her phone.  Arlo used to restrict this to one login at a time, but they changed that a few months ago.

[StephenB]

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@Angie2 wrote:

Anyone has any other suggestions ??????

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This is a bug, Arlo is investigating.

In the meantime, use your husband's account credentials on your phone.  Arlo only allowed one login at a time in the past, but they've changed that policy.  So you and your husband can share the account with no problems.

[Angie2]

Thank you . Do I need to contact support or once bug is fixed it will fix it on its own  ?

my husband app is doing it now so we have no way to arm our cameras from our phones . 

[dazednconfuzd]

Upgraded from Pro 2 cameras to Pro 3 wireless floodlights. Had some glitches including my wife not being able to set modes on her iPhone so I reset base station to factory. I’ve done this several times and deleted her and added her as a friend over and over and she still doesn’t have access to the base station to change modes. On her iPhone the base station says “offline”. Sitting here with $1200 bucks 😳 worth of product and would like to get everything up n running very quickly. Please help 🙏🏻 ….

[dazednconfuzd]

Bump......

[dazednconfuzd]

Ha!  I finally found the answer posted by Stephen B "Guru", 10/6/24.

"This is a bug in the friend account feature.

The only workaround I know of is to use the primary account credentials on all the phones.  (Arlo used to only allow one login at a time, but they recently changed that)."

I entered the primary account credentials on both iPhones and now everything works, Thank you!

[StephenB]

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@Angie2 wrote:

my husband app is doing it now so we have no way to arm our cameras from our phones . 

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Is he using the same credentials he was using before?

What camera models do you have?

[Knost]

I have same problem with shared device and my wife cannot arm. 

[dcollas]

Same here… no access to shared devices. Just able to see the cameras. Not able to change mode or see if activated or not. 

[xd1btso]

I created account and can access the base and arm/disarm cameras via app and see it as online

but other user granted full access all of a sudden sees the base as offline and cannot arm/disarm cameras.

what would cause us to see different status and for one not to be able to access?

[TJR44]

After a recent update, everything works EXCEPT the MODE function. It just says “Offline”. I can’t see the list of standard and custom Modes like before, to change the Mode to what I want. The system owner has given me all permissions to share the system, and the Mode function used to work, but now, nothing. I have tried every conceivable reset, reload, update, delete and reinstall app, etc etc. Any help would be greatly appreciated!