Upgrade issues again

[Kaysahn]

Firstly, we have just come out of a storm with no power for the last 48 hrs.

Our main account is version 6.13.1 released 11th Feb 26.

Husband has opened app as a shared member, to set the cameras. It appears he has been upgraded to the new app version 6.15.0 (18866) released 7th Feb 26.

He now has no access to any cameras, recordings, or arm/ disarm functions. It doesn't recognise anything. It says he is on a secure trial subscription and keeps saying he needs to purchase a plan, but we have an active secure plus annual subscription. 

When asking for online help, nothing is helpful and it won't connect me with a live agent because it has decided we are not entitled to it.

Why is every Arlo upgrade a massive pain and the most stressful thing to try and navigate.

How do I get this all working again or is it time to just throw Arlo away?

[jguerdat · Accepted solution]

It's not the app version, it's the user interface. You likely are using the old UI that uses Library to view recordings while your husband seems to have the new one that uses Feed. In order for him to see the shared cameras, you also need the new UI. You can migrate by choosing to install a Pro 5 even though you don't have one. The first step is to migrate your account and then you can bail from the install which would fail anyway. Once migrated, he would click on Home and choose the bottom choice. Each user gets a default Home location so he needs to choose yours. I suggest renaming Home to make it obvious. 

The other alternative is to have him log in using your credentials. Arlo used to not allow multiple logins like that but it now works fine. You should know that you'll likely have your account migrated to the new UI in the relatively near future so be prepared.

[JayKR]

I am still having the same issues! as the person above reporting frustration! Both my husband and I have the newest version of Arlo app. He is the primary account owner and sharing access with me, and it is not working!  What is going on? 

[JayKR]

Just had an agent from Arlo call us.  We had to reinstall the Arlo app (again), sign-on, authenticate on my phone (I am person that could not access the information after my husband 'shared' the account).  Then on the top there name of your location (mine was HOME).  There is an arrow pull-down that is right next to the location name. Pull down and select the second option.  

All of sudden, all cameras appeared.  Hope this works for you!

[Mannyb09]

This worked perfectly ! Thank you