Cameras not showing visual on app

[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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@xd1btso wrote:

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?

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A bug - Arlo says they are investigating.

There is a work-around (depending on how much you trust the other user).  They can just use your account username/password instead of the their account.

[StephenB]

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@TJR44 wrote:

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!

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This is a bug that Arlo is investigating.

The only workaround is to use the system owner's username/password on your phone (which of course might not be something they are willing to share).

[xd1btso]

Thanks that is a work around I can be okay with as this is my spouse.

Hopefully they will figure out the cause for others where this workaround isn't okay.

[edless76]

same issue, did you find a solution?

[User12345678909]

My wife no longer has the ability to change modes to arm or disarm on a shared account. My app is ok. Any ideas?

[Knost]

kinda strange that this isn’t solved. Maybe they are short on developers 🤷🏽‍♂️

[StephenB]

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@User12345678909 wrote:

My wife no longer has the ability to change modes to arm or disarm on a shared account. My app is ok. Any ideas?

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It's a bug - Arlo is investigating.

One workaround is to have your wife use your credentials.  Arlo used to limit you to one login at a time.  But Arlo changed that a few months ago.

[KarenW09]

 I can't get any visual of cameras since trying to upgrade to the new app.  All cameras are working for my husband on his phone as administrated or as an invited guest on my cameras. Do all fine on his phone but I'm still getting old app on my phone and alerts but I can't see any visuals of the cameras.  So don't understand what's going on. I've uninstalled and reinstalled the app a number of times, upgraded my software on my phone, turned my phone on and off. Nothing is working.  Seems there have been other people having these problems too.  I've asked called the help line twice and have not received any call backs despite waiting hours 

[maverk]

I have the same/similar problem. We have 2 houses, one vacation house and our regular house, and thus 2 base stations w 4 cameras each. My wife is the owner of our regular house base station and me the vacation. She grants me access to our regular house base station and this worked for 3 years now. Two weeks ago our regular house base station which is a shared device for me started showing “offline” on my iPhone 12 which means I cannot arm/disarm it any more. I tried all the usual steps to remove the app, removed access and grant access again etc. and nothing worked. Yesterday I turned on my old iPhone 6s which has an older version of Arlo secure and that still works. In addition if I login from a pc computer online that also works. Very frustrating that we can no longer use Arlo on our iPhone for security purposes and both be able to arm/disarm. I contacted Arlo but got no help. I am not sure why all of a sudden this happens. Any help is appreciated.

Thanks. -Mike

[maverk]

This is a major Arlo big/issue. Many of us have the same issue. Presumably Arlo is working on it but I kind of doubt it as it has already been almost  2 weeks. I hope they can fix it soon.

[maverk]

This work around does not work for me as I have another base station for another house which it’s my own device. If I login with my wife’s credentials then I loose access of my other house. Arlo needs to fix this issue ASAP!!!

[maverk]

This is unacceptable for a big company like Arlo. I wonder wether they are doing this intentionally to make us purchase some sort of additional subscription or another product…

I would expect much better from Arlo

[Knost]

The fastest solution would be to rollback the older working Arlo app version while waiting for for devs to fix it. 

[DannyBearAgain]

Try using your partner’s login credentials on your mobile to see it it works ok for you. If so that might allow you to get by until arlo sorts out the mess with their apps.

[CSRG]

I agree with this, unsure why Arlo haven’t rolled back to a previous version given a large % of the customer base must have an iOS device. I can only assume they don’t know what they’ve done and therefore know how to fix it or they have no intention of fixing it… 

@Brooke any update? It’s been two weeks.

[Birdwatch]

Another user here with the same exact problem as everyone else on iOS devices. Please fix! 

[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. 

[maverk]

Makes me wonder if this is a computer generated reply... This has been going on for a while and all we get is "development team currently investigating..." Why not roll back one version for now? I really hope they are working on a solution but I kind of doubt it. Thanks.

[BrookeN]

I am not a computer generated reply. I will update you all as soon as I receive any updates from the development team.  

[ddbroxterman]

I have Arlo Pro with base station.  On iPhone, when I go into Mode, it shows the base station is "offline".  I am unable to change modes.   However, when I use an Android device, the Mode shows "Armed" or "Disarmed" and I can change modes just fine.  On the iPhone, all cameras show normally and I can turn them on and off individually, I just can't change the mode.  I have uninstalled and re-installed the app on iPhone and have reset the base station.  I tried another iPhone with the same outcome.  Any advice?

[StephenB]

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@ddbroxterman wrote:

On iPhone, when I go into Mode, it shows the base station is "offline".  I am unable to change modes.   However, when I use an Android device, the Mode shows "Armed" or "Disarmed" and I can change modes just fine. 

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Are you using the same account on both devices?

Is either account a "friend" account?

[jraysherry]

I have the same issue with not being able to adjust the Mode which shows Offline, but your suggestion to login with the primary account credentials on my phone worked.  I appreciate the information that Arlo now allows more than one to be logged in now with the same credentials.  Hope they fix this soon though.  Everything takes TOOOO LONG with Arlo support.

[ddbroxterman]

Yes, I am using the same account/pw for the iPhone and the Android.  This is not a "friend" account, it is my own account.

[StephenB]

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@ddbroxterman wrote:

Yes, I am using the same account/pw for the iPhone and the Android.  This is not a "friend" account, it is my own account.

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Interesting that you see different behavior on Android.  Is that running an old version of the app?

One thing you can try is removing one camera from the account, and then adding it back.  That triggers a back-end sync operation that recently has often restored normal operation.

[StephenB]

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@User12345678909 wrote:

My wife no longer has the ability to change modes to arm or disarm on a shared account. My app is ok. Any ideas?

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That's a bug Arlo is investigating.

The workaround is to have your wife use your account credentials.  Arlo used to limit you to one login at a time, but they changed that some months ago.