None of my devices can locate my Pro 4s when I rebooted

[ledocq]

I have five Pro 4 cameras that used to be synched with my iPhone XR. I bought an iPhone 14, and removed the old app from my old phone (I have found in the past that trying to use the app with more than one device was impossible -- apparently software has improved since 2020). When I follow the set up instructions, I get to the chime (but only after hitting the sync button), but the new iPhone would not locate the cameras. So I tried on my laptop. Same. Then I reinstalled the app on my iPhone XR - the single camera I had kept on the old phone was still there, but when I tried to re-install the cameras, I got stuck at the same place - it chimed, but the device couldn't locate the cameras. (I followed the instructions scrupulously.) Any advice?

[jguerdat]

If your cameras were already connected to your account, why are you trying to connect them again? You don't actually connect to the app but to your account which is stored on the servers. The app simply provides an interface to view the system.

Did you remove the cameras from your account at any point (which was unnecessary) and are now trying to reconnect them or do they show up when you log into your account with no other interaction?

[ledocq]

I did disconnect the cameras from the account, and am trying to reconnect them. Is there a way to do that?

As far as the reason I disconnected them, that's really complicated and I'm not sure it will help the answer, but: when I first got the arlo package about 3 years ago, it absolutely positively would not let me change my password. It stopped recognizing my email address and any attempt to reset it was rejected. I had used another email as a backup, and it allowed me to log into that account just fine. But it would not let me use any of the cameras associated with the old email address, so I had to delete all those cameras and re-install them for the new email address. And that's been working just fine ever since - I have been automatically logging into that account instead. When I set up my iPhone 14, and downloaded the Arlo app, it apparently set me up with my original email address (it worked now!) but I didn't think to look closely at which email it had accessed, given that it had only been working with the backup for years.  When my account showed it had no cameras attached, I thought "Oh, just like last time I need to delete the cameras off the old phone before they'll work with the new one." So I did that, and...now I don't have any cameras working.

So, to reiterate - if you remove cameras can you reinstall them?

[ledocq]

Oh, and thank you for replying - your email is what made me realize that the email addresses had switched.

[jguerdat · Accepted solution]

Yes, if you have removed the cameras FROM THE PRIMARY ACCOUNT you can reinstall them. However, it appears that you've been using an account that was granted access via that second email address. Removing the cameras in that account does not remove them from the primary account - it just stops you from seeing those cameras.

So, somehow you need to log into the original account. It would seem that you know the proper user ID (email address) but not the password. You can try the "forgot password" to see if that works for you but otherwise you're stuck. If you have a subscription for the cameras, you can use Settings, Support to choose your camera model and then scroll down to Contacts to start talking to official support for their assistance.