Arlo pro base station - showing with red icon in the my.arlo web site and not linking to my app

[SB123456789]

I have recently purchased a second base station (Arlo Pro).  I've managed to set it up with a new account and can see the device and 2 new cameras in the app.   I have then shared access with myself on another account.   When I log into this other account,  I can see the base station listed however, there is a red icon next to it (see attached image) and I cannot access it, only rename it.

[StephenB]

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@SB123456789 wrote:

I have recently purchased a second base station (Arlo Pro).  I've managed to set it up with a new account and can see the device and 2 new cameras in the app.   I have then shared access with myself on another account.   When I log into this other account,  I can see the base station listed however, there is a red icon next to it (see attached image) and I cannot access it, only rename it.

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Did you grant access rights to the shared "Friend" account?

Even if you did, "Friend" accounts don't have full access.

• https://kb.arlo.com/1103229/What-privileges-do-my-friends-have-when-I-grant-them-access-rights-in-my...

If you are using the free 7-day storage and have 5 or fewer cameras in total, you should probably put both base stations (and all the cameras) in the same account.  You'll still get the 7-day storage.

If you have an unlimited subscription, then you can also move everything to one account.

[SB123456789]

Yes, I granted the friends access - I granted it to myself on another account. When I log in on that other account i can see the base station to rename it but not the cameras connected to it nor the actual base station settings itself 

[jguerdat]

Which base is it? The red icon is for the siren. Looking in the primary account, you should see 2 lines for the base with the top one being the base itself and the second one being the siren. You can rename the siren line if you wish. It appears that you can control the siren in the shared account but not access the base itself.

[SB123456789]

It's a pro 2 base.   What I really need help with is how to get this base to appear as a shared device in my app.  I already have 1 other account showing in my app,  i now need to add this one too.

Without being rude - is there a helpline or something I can call so I can discuss this?

My best regards, 

Stewart

[StephenB]

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@SB123456789 wrote:

It's a pro 2 base. 

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That doesn't help much.  Look for a VMBxxxx label on it.

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@SB123456789 wrote:

Without being rude - is there a helpline or something I can call so I can discuss this?

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Phone support requires a subscription, and is obtained using the support center in the app (not my.arlo.com)

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@SB123456789 wrote:

What I really need help with is how to get this base to appear as a shared device in my app.  I already have 1 other account showing in my app,  i now need to add this one too.

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Only cameras are shared with the "friend" account feature.  Not hubs.

[SB123456789]

Ah ok.  I will try and share just the cameras.

The hub is VMB4000