Arlo Pro IOS 14. videos not viewable in app of user with granted access

[Slolearner]

ISSUE

My wife's NEW arlo app on her NEW iphone does not show any videos. She can access and select any and all Modes which allows the arming and disarming as necessary. My arlo app on my NEW iphone does show videos with full access to play and/or delete.

HISTORY

• Years ago purchased arlo pro with three cameras
  • Added a fourth camera later
• The arlo account was setup by me with my email address. I always accessed via a win10 laptop and firefox browser
• I granted access to my wife via her email address. And she always accessed via a different win10 laptop and firefox browser
• Recently we had issues setting TRUSTed device for the web browser because it said we had to remove a device but there were no TRUSTed devices listed. Open Issue on TRUSTED Devices 
• Just purchased iphones and installed arlo app on both.

[ShayneS]

Which version of iOS & Arlo mobile app are both devices running?

The latest versions are Arlo iOS App 3.5.1 & iOS 14.7.1

[Slolearner]

same

[ShayneS]

Have you tried to remove > Reinstall the Arlo app?

You can also try to remove and resend the granted access

[Slolearner]

yes

Also, why would I remove access to re-grant access? She has been using the web app with the granted access on a Win 10 PC for about 2&1/2 years?

[StephenB · Accepted solution]

---

@Slolearner wrote:

Also, why would I remove access to re-grant access? 

---

Because something appears to have gone wrong with it, and removing/regranting access is something that might clear out the issue.