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]

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. 

[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]

---

@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.

---

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.

[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