Pro2 and Pro4 cameras on 2 systems

[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. 

[StephenB]

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@audreyt wrote:

Does the account holder have to be upgraded to the new platform or do the (attempted) shared users need to down grade to the library version to make the shareable feature function correctly? 

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You can't migrate from "Feed" to "Library".  

There is a hack to migrate from "Library" to "Feed".  You go into "add device" in the account, and start to add a Pro 5s camera.  You can't complete that process without having the camera.  But the workflow will migrate you to "Feed" before you get stuck.

If the shared users don't have their own Arlo kit (and if the primary account is only for your organization's cameras), then another option is to share the username/password.  Arlo used to limit you to one login at a time.  But a few months ago they changed that feature.  The shared users will be able to see the payment method details, so you do need to trust them with that info.

Note the app includes both interfaces.  The one you get is determined by how your account is set up in the Arlo Cloud.

[Louiethefly]

Or don’t upgrade , I had to create a complete new userid and make sure I didn’t upgrade on windows 

very poor communication around the “new  experience “

[Louiethefly]

I logged onto the cloud and it prompted me to upgrade , no warnings ,it then automatically changed my view to the new experience ,  I am a shared user and now have nothing . 

can arlo please communicate with the main account holders that they need to upgrade first . This is a small disaster after going through the issues back in October . It could be avoided by communicating with key account holders so they tell their shared users what to do 

based on what I have read - all users included the main account and device owner have to be on the new experience platform 

[audreyt]

Thanks @BrookeN the hack of adding a Pro 5s hasn’t worked for me. Is there another way to get the users with the ‘Library’ version, to the ‘feed’ version?

[StephenB]

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@audreyt wrote:

the hack of adding a Pro 5s hasn’t worked for me. Is there another way to get the users with the ‘Library’ version, to the ‘feed’ version?

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What happened when you tried it?

[audreyt]

I’m sorry, I’m so confused but I think I’m finally figuring out that the account holder has 4 Go cameras and 3 Go 2’s. None of which can be shared from the older ‘library’ version app unless the shared user has the old app. From what I can tell we can’t migrate the account holder to the newer ‘feed’ version of the app because it is not compatible with the older Go cameras. I was actually trying to see if there’s a way to get the old version of the app. I already had the new version for the hack to work. 

[Louiethefly]

The only way is to remove and delete  the access for the shared user and then add them again as a new shared user , make sure they don’t upgrade to the new

experience. 

[StephenB]

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@audreyt wrote:

I’m sorry, I’m so confused but I think I’m finally figuring out that the account holder has 4 Go cameras and 3 Go 2’s. None of which can be shared from the older ‘library’ version app unless the shared user has the old app. From what I can tell we can’t migrate the account holder to the newer ‘feed’ version of the app because it is not compatible with the older Go cameras. I was actually trying to see if there’s a way to get the old version of the app. I already had the new version for the hack to work. 

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Is it practical to have everyone use the primary account credentials (and not use "friend" access)?

[audreyt]

It is great to have that as an option now, but unfortunately not practical for the 30 plus field people that we have working on the lost pet cases that we use them for. It’s hard to regulate who has or doesn’t have access that way. 

[Louiethefly]

You will have to set all the users up again and make sure they don’t upgrade , very annoying and time consuming 

We only have 4 shared users so not so bad but still quite terrible a  logic error  by Arlo

[audreyt]

@Louiethefly I agree. Unfortunately, it is getting to the point where we will have just to switch to Spartan cameras completely, as only a very small number of people can still utilize these Arlo Go cameras now. We are definitely not interested in investing a couple of thousand dollars in new cameras with a company that doesn't have a better solution.

[StephenB]

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@audreyt wrote:

It is great to have that as an option now, but unfortunately not practical for the 30 plus field people that we have working on the lost pet cases that we use them for. It’s hard to regulate who has or doesn’t have access that way. 

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Understood.  

One factor here - all new accounts are created to use "Feed".

[Louiethefly]

The arlo cameras are very good but just have to re set up all users. Hopefully arlo can do something to fix this, it wouldn’t take much as there would be a profile account check that should know the profile as “access to shared “and not upgrade 

coding wise it’s easy , just not been thought of by the developers 

[Athrun]

I have just updated to the new app for the new plan. Now I can't see previously shared cameras to me in the app. 

[Louiethefly]

If the main account holder has older cameras  they can’t upgrade , and main and shared have to run same software , it’s a logic flaw in the upgrade criteria -  

you need to get a new profile and not upgrade 

[jguerdat]

Any user can update their account to the new interface that uses Feed to view recordings. However, shared cameras means ALL users must be on the same interface so those that were shared by someone else means the owner must also migrate to the new interface for this to work.

Also, any new profile/account automatically gets the new interface and those with existing accounts will eventually be migrated to the new one automatically. Right now, there's a slow roll-out giving existing users the option too migrate.

[StephenB]

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@Louiethefly wrote:

you need to get a new profile and not upgrade 

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To be very clear - this is NOT possible.  All new accounts are set up to use "Feed".

[Louiethefly]

The part you are missing is that the new experience only supports the newer cameras and won’t prompt the main account holder to upgrade - however it prompts account holders who have no cameras but have shared access 

we have a mix and so do most long term users , so we cannot upgrade , all our cameras are in my husbands account and I share access,  

when I logged in it prompted me to upgrade because I don’t have any cameras - it ignored my shared access , I upgraded and had a blank system wanting me to add devices and widgets - so had to create a new account so I could access the shared cameras ( and not upgrade ) 

is arlo fixing this ? Our old cameras may last for another few years 

[Louiethefly]

That’s not correct , my husband deleted me and send a new access request to a different email and I have shared access to all like before 

using my old upgraded account I could see notifications coming in but could not access them -‘I had no library and no devices - essentially this is useless as I cannot take any actions 

[BrookeN]

@Louiethefly both the firmware has to be the same for you to have all features of the shared access to work. Whoever is on the old firmware can onboard a Pro 5 ( even if you do not have one) and that will kick in the update of the firmware. 

[Louiethefly]

Thanks @BrookeN , we have 3 shared users and one account holder with 26 devices used for property surveillance , from p2

to p4 and arlo gos. After what happened when I upgraded on the cloud for my old shared account , It is too risky at this point to use a workaround so we will stay on the old experience until Arlo sorts this out .

also i don’t think my husband ( main account and device owner) can upgrade because he is not eligible because he has p2 devices 

[BrookeN]

He can still upgrade even with the Pro 2. The other thing you can do is share one email address and password on both of your devices. That way you both will be seeing the same thing. It is another way to get it to work if you are not wanting to upgrade the UI. 

[StephenB]

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@Louiethefly wrote:

Thanks @BrookeN , we have 3 shared users and one account holder with 26 devices used for property surveillance , from p2

to p4 and arlo gos. After what happened when I upgraded on the cloud for my old shared account , It is too risky at this point to use a workaround so we will stay on the old experience until Arlo sorts this out .

also i don’t think my husband ( main account and device owner) can upgrade because he is not eligible because he has p2 devices 

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You can just use your husband's account credentials on your phone.

[Saphod]

Addendum:

When my wife logs in on her phone with her account, it shows “Library” instead of “Feed”.

When I log in on her phone, it shows “Feed”.

Why are not both accounts showing “Feed” as per the new app?!

[Saphod]

Updated wife’s iPhone to newest iOS 18.2.1.

Updated both phones to the newest version of the app (5.4.2).

Gave my wife’s account admin rights as per this link:

https://kb.arlo.com/000062271/Why-isn-t-the-Arlo-Geofencing-mode-working

No difference. As soon as I leave the geofence (with my wife still in it), it arms the cameras, not obeying that I used “Everybody leaves”.

Not sure why it is so hard to set up something like this. 🤷‍♂️