Shared Devices (Base Station) showing offline in app

[Saphod]

Hi,

I’ve got the new Arlo Secure App on iOS 18.2.1 on an iPhone 15 Pro.

App version 5.4.0 (8887) from 4th January 2025. 

App is also installed on my wife’s iPhone 13 Pro and she was invited with restricted access. 

Location services are both set to “Always”. Background app refresh activated. Both accounts logged in on their respective phone.  

My wife’s status does not seem to make a difference. When I leave home and my wife stays, the “Everyone leaves” automation is activated…

… which is not what it should do. I have to set it back to stand manually. 

Any idea what the issue could be?

[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. 

[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.

[IdahoTowerMan]

Arlo released an update today. Version 5.05. This did not solve the issue. I can only say we’ve had this system for several years, and this problem began with the 5.03 update. 

[dcollas]

Same…

[maverk]

Can we please have an update about what exactly this issue is to make sure that the error behavior is the same for everybody? I will describe what we have. -We have 2 systems in 2 different houses. Both have 1 home base VMB4000, with 3 Arlo Pro 2, and 1 Arlo Pro 4 (total of 2 base stations, 6 Arlo Pro 2 and 2 Arlo Pro 4 -On one system I am the owner and the other is my wife. My wife grants me access for one of those two and shows as a shared device in my Arlo Secure app -The system/base station that I am the owner works fine! -The other system that my wife grants me access, the shared device mode shows “offline” which means you cannot arm/disarm with your phone app -When I login on my computer/chrome web browsing everything works fine. I also tested an older iPhone 6s that I had saved with an older version of Arlo secure and it still works. -I wonder whether everybody with the similar issue is using Arlo Pro 2. Perhaps Arlo is trying to get rid of Pro 2 support in order to make us buy a subscription (Arlo Pro 2 has lifetime 7 days on the cloud w/out subscription). Is there someone out there with newer than Arlo Pro 2 with the same problem? -Another suspect is the VMB4000. We had these for a few years now? Is Arlo trying to phase them out? Are other people with this problem using this same base station? -Perhaps I should try to remove all Arlo Pro 2 cameras and leave only the Arlo Pro 4 and see if this solves the problem but I do not want to have to go through setting them all up from the beginning. -This problem seems to have started with v5.0.3 (Oct. 2). We are now to v5.0.5 (as of 10/20/24) and it still is broken. Any thoughts? Thanks.

[maverk]

In case you do not want to read my longer msg above, quick question: Is everybody having this problem using Arlo Pro 2 cameras and VMB4000 base stations?

[IdahoTowerMan]

My home setup includes the VMB4000 Base, and 8 Cameras (Pro model), two Lights hooked via a Bridge, two Doorbells and one chime. I've had this system in the house since 2018 and have granted full access to my wife since the beginning. All was working perfectly fine for us until the 5.03 update. Now, funny thing is after reading your post, I just checked my office setup in another state that has one base and two cameras. The base there is the VMB4540 but the cameras (not sure if Pro or Pro 2) are offline (not sure if related). I set that system up under my office email address and shared it with my personal account at home. On my app,I am logged in on my personal account and still have full functionality to arm/disarm the office system. Makes one wonder what is going on that my wife can no longer arm/disarm our system at home on her shared account, yet I can do that very thing on my 'shared' office account.

[maverk]

Do you have a paid subscription or a free one? For Arlo Pro 2 you can still get 7 days cloud recording without a subscription. I do not have a subscription and I am wandering whether this is an effort to force us all into a subscription...

[IdahoTowerMan]

I have been buying the annual plan now for 7 years at home, and maybe 5 or 6 years at the office.

[LouieP]

Same issue for us , Can change mode on Microsoft laptop but not via the iOS app for shared base stations

[User12345678909]

Yes - Arlo Pro 2 and VMB4000

[Slolearner]

VMB4000 4-arlo PROs & 1-PRO2 IOS 17.7 App ver 5.0.4 Same lack of functionality (shows offline) on MODE tab of App of User that has Shared Granted Access

[maverk]

From the replies so far we can see some trends: 1. This has nothing to do with subscription (there people with and without among those who have the issue) 2. A common theme is Arlo Pro2+VMB4000 I am more inclined to think that the issue is Arlo Pro2 than the base station VMB4000. This is probably so easy for Arlo itself to identify among us since they have their database and they can check for common threats among the customers who have this issue. I hope they are already doing it and find a solution for us soon. Unless this is some sort of a plan to push aside this specific camera. Please continue to post what your specific h/w is so that we can create a better idea about this issue. Thanks. Mike

[Kaysahn]

So - now our son's shared account has stopped working. He has not done any upgrade to either the phone or the app. This just leaves me able to set or unset the system when we are not at home. Goodness only knows what will happen if I lose access too. We are on Arlo Pro 2 cameras, VMB4000 base and on a subscription. Arlo - things are getting serious now. Please fix this

[maverk]

If you check the Arlo Secure version on your son's phone I bet it will be 5.0.3 or greater. The updates happen automatically. To check the version go to Arlo app/settings/about/

[Sorenolsson]

Regarding shared granted acsess I don´t think we should waste time on the Arlo hardware. 1. Using the web browser on my MAC - it works fine as other also have concluded. 2. Also on my IPAD it works fine. 3. It don´t work on my IOS mobile. 4. Persons having subscription/plan also have the same problem. Conclusion: In my opinion is it the updated version´s for the IOS mobile phones where the real problem is. So again, Arlo have to send an updated version for our phones without this bug.

[maverk]

I was trying to help Arlo by narrowing it down to specific settings where it does not work. BTW on my iPad it worked originally and after a few days it stopped and behaved the same way as iPhone. Perhaps your iPad is not updated to the latest version. From the responses so far, it seems like the common denominator is Arlo Pro 2+VMB4000 on iPhone iOs including iPad) Having or not having a subscription makes no difference (problem still exists) @Arlo can you please tell us when we should expect a fix? There are quite a few people with this problem. My worry is that perhaps Arlo is not interested in fixing it. Thanks

[IdahoTowerMan]

Part of me has to wonder if any of this truly matters with the older camera systems we all seem to have since the EOL date is approaching quickly. https://downloads.arlo.com/images/PDFs/EOL_Policy/Arlo_End-of-Life-Policy-2022.pdf I get that they don't want to support the systems with firmware updates or offer replacements, but if the cameras work, then why can't they be used to do exactly what they were intended to do, capture video when necessary For me, the cost to replace every camera and the two doorbells will be quite high. I slowly built my system to what it is now, but to lose it all at once (so to speak) will be a bummer.

[Yogi32]

My wife can no longer arm and disarm the system from her IPhone. It says it's offline, it's not, it works fine from my Galaxy. She can access the cameras, see them live, see the recordings, just not actually arm the system.

[benhotw]

Devices and hubs are showing as offline in the iOS app. However, I can still play the video of the devices and videos are saved to the cloud library when motions are detected. All devices have been restarted and are showing connected to internet.

[StephenB]

That is a bug that Arlo is still investigating. One workaround (which might be better than the friend account feature) is to have your wife use your account credentials. Arlo used to only allow one login at a time, but they changed that some months ago.

[jguerdat]

The EOL policy does NOT mean the cameras cease to function, at least at the current time. At some point, software/firmware may cause an incompatibility but that's down the road and is unknown. The free 7 day plan still remains in effect also so you don't lose your recordings.

[maverk]

And yet since this surfaced in early October with V5.0.3, Arlo released 2 more versions (now we have V5.0.5) and the problem is still not fixed. I doubt it that this so so difficult that they cannot fix it, especially since it was their 5.0.3 release that broke it. It’s clear to me that they are intentionally doing it. I really liked what I have but with such behavior if they do not fix it I must move to some other brand. It’s a headache but the only option.

[Jpklinedinst]

I am having the same issue. Tried all of the suggestions mentioned back in the February post. Still no luck. 

[maverk]

what's your set up? Arlo Pro 2 cameras and VMB4000?

[Jpklinedinst]

Just Arlo Pro, but yes VMB4000