Shared Device Mode not Working

[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. 

[Slolearner]

Entering new credentials fails on shared users phone "This email address was already used. Enter another email address."

[User12345678909]

Thanks - This workaround has worked for me and good enough until Arlo sort themselves out. Cheers. Thanks

[StephenB]

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@Slolearner wrote:

Entering new credentials fails on shared users phone "This email address was already used. Enter another email address."

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Are you trying to create a new account?  

What you need to do is just log in with the other credentials.

[cmr66]

I am having the same issue. Ever since I got my new phone. iPhone 16 Pro, iOS 18.0.1. Hope to see an update from Arlo with a fix.

[SC_Beekeeper]

About 3 weeks ago, our 6 year old Arlo Pro 2 cameras no longer allows the secondary user the function of arming and disarming the device. From the “Mode” screen, the Base Station shows it’s offline when it’s not offline. Prior to 3 weeks ago this option worked fine. We have uninstalled/reinstalled Arlo, we did a factory reset, we have rebooted everything, and reinstalled all the cameras. We have done everything Arlo support has asked us to try and nothing has fixed the problem and now they are no longer interested in helping us. Can anyone offer any advice? Thank you in advance!

[ddbroxterman]

We tried removing 1 camera and adding it back and it did not fix the issue.  However, I do have further information after your previous question about "friend" account.

I have 3 base stations with 5 cameras each.  So each has a different email to login with.  Bases 2 & 3 each have 5 cameras and "Grant Access" to the cameras and base station to email for base station 1.  I apologize is that is what you meant by "friend" account.

When I login directly to base 2 or 3, the mode shows fine for the individual base.  It is when I login to base 1, that has "access" to base 2 & 3 cameras with "Allow Access Rights" on, that base 2 and 3 show "offline".

Not sure if this helps any or not, but this worked fine for about 6 years and just recently stopped and again, only on iPhone.

[Knost]

New app update today did not solve the issue with shared account.

We alo have noticed that every time we login in to Arlo then ”sound is detected” by the camera and it recording. But no sound was really detected. We tried to change the sound sensitivity but it’s all the same. Started a couple of weeks ago. 

[ridgetopranch]

I have the same problem. Needs to get fixed by; Arlo. Adding my name to this so I can hear when it's fixed.

[Slolearner]

Why would I create a new account? My account works correctly and the Arlo App on my iPhone is working correctly. 

The reported issue is with the inability to see and modify "Mode(s) on the non-account-shared-access-granted user's iPhone app. I was attempting to change credentials in the “Profile” within the same Arlo App of the Granted-Access-User.

[StephenB]

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@ddbroxterman wrote:

I have 3 base stations with 5 cameras each.  So each has a different email to login with.  Bases 2 & 3 each have 5 cameras and "Grant Access" to the cameras and base station to email for base station 1.  I apologize is that is what you meant by "friend" account.

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Not the best name, but "adding friends" is what Arlo calls the feature. 

• https://kb.arlo.com/000039122/How-do-I-add-friends-on-my-Arlo-Secure-app

The feature is broken at the moment, so the only workaround is the one you already know (using the primary login).

[Hausberg]

Same here.  My family can not change modes at our cabin system because it shows OFFLINE.  

I have had 3 arlo systems in 3 buildings, using 3 accounts for years. Now I can’t change modes on the systems i share with myself without having to log out and log back in using the master account email.  Please fix soon. 

[BrookeN]

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

[slingdog]

 Same thing is happening to us since I updated my iphone to ios 18.0 and 18.0.1. We recently updated the app to 5.0.4.

[StephenB]

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@Slolearner wrote:

Why would I create a new account?

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You shouldn't be doing that.

But the "email already in use" error sounds like you were accidently going down that path.

[maverk]

Another update on this frustrating issue (shared device offline and not able to change mode).

I had a workaround by turning on my older phone (iPhone 6s) which has a previous version of Arlo secure and that still worked. I used that phone only to arm/disarm when entering/leaving the house (like an old style alarm control pad) by putting it in the entryway at a place where the cameras do not see. As of today that one stopped too and shows offline. When logging in from a pc on a web browser like chrome that still works. I wonder whether it is a matter of time before Arlo disables or breaks that one too. This is a very frustrating issue considering that we all purchased these systems to use them as security systems. 

Thanks.

Mike

[NFid]

We have the exact same issue. I am admin and granted access to my husband years ago. After October 2 update he lost MODE function access in app.  We have updated again, deleted and reinstalled app, deleted as user and resent invite, AND check all user access which Admin is checked plus all cameras.  What is the deal?  He has no ability to turn in/off cameras other than trying to access each one individually.

[StephenB]

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@NFid wrote:

He has no ability to turn in/off cameras other than trying to access each one individually.

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Have you seen the work-around?  He can just log in using your account credentials.  Arlo used to enforce only one login at a time, but that changed a few months back.

[NFid]

Then it forces a lot out on my device - this needs to be fixed not a bandaid

[NFid]

Exactly same for us 

[StephenB]

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@NFid wrote:

Then it forces a lot out on my device

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No, it no longer logs you out.  As I said above, Arlo now allows both of you to log in with your credentials at the same time.

I don't work for Arlo, and I'm not saying they shouldn't fix it.  Just pointing out that there is a workaround (which personally I think is better than "friend" access for spouses).

[LouieP]

We have the same issue and reported in early October , still base stations are showing offline , that’s now almost 3 weeks 

[CSRG]

Can we stop posting about “workarounds” and getting into debates about it please, it’s clogging up my inbox.

Let’s wait for official updates from Arlo and continue to report it with them directly. 

[StephenB]

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@CSRG wrote:

Can we stop posting about “workarounds”

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Not going to happen.  When users post new threads reporting the issue, I (and others) will repond.  Later on Arlo generally merges the threads together, which results in a lot of repetition.

[SCTP]

It is now Oct 19  and we still have the same problem - family member with shared device access cannot toggle offline to online.

Arlo folks - you have done something to create this problem - please get it fixed asap!!!

Very frustrating.

[stonna]

My wife got a new iPhone and geofencing is not working. I am the primary account holder and hers was granted access. Her device is recognized but is not detecting she is at home. My device is working fine.

This happens every time we get a new iPhone. I have checked all settings and app is up to date. Have logged in/out multiple times. thank you.