Help to get cameras back

[Honapona]

Hi there, agreed to update my app yesterday (without realising consequences) and now all my units are lost and cannot be found when searching for devices in the new version app. Help please for how to get them back without resetting system? We are 4 users and have 12 cameras on 4 Hubs.

[jguerdat]

It may be that the issue is with users that are using shared accounts. Are you the primary user? Updating to the new interface means all the other accounts that are shared accounts must also migrate to the new interface (from Library to Feed to view recordings).  To do this, have each user choose to install a Pro 5 camera even though no one has one. The first step is to migrate the account after which they can just back out of the bogus install. Once migrated each shared user needs to click on Home and choose the bottom choice. Each user gets a default Home location so they must choose yours (the primary user's location that has the cameras in the account). I suggest renaming Home to make it obvious which one to choose.

If you're the primary user and have lost all cameras in your account, that's different. Are you getting recordings and notifications? Do the base stations have the proper LED colors? 

[Efwardmb]

I also updated the app and lost everything. My base station connected but I cannot pair my cameras. I have a newer base station but my cameras are 1) original Arlo camera, 2) Arlo Essential XL spotlight, and 3) Arlo Pro. I have done factory resets and went through all the posts on how to pair correctly. But I cannot get my cameras back online. I’m thinking of getting ready to throw away the system and delete my account. Frustrating that one cannot get there cameras back up online just because the updated the app

[Aquilasteve]

Hi, 

Yes it is frustrating, I and several others, (I am sure there are plenty others), are having the same problem.

Update to the latest app and PC software 5.3.3 and instant loss of service!!!!

Unfortunately there is no way to roll back, so we are at the mercy of R&D to tick the selection boxes and re compile the software with our cameras included.

Waiting for a new rev of software,

SteveH.

[BrookeN]

Can you try onboarding the cameras using a difference device or a laptop computer using my.arlo.com? Also, did you fully reset the basestation?

[Aquilasteve]

@BrookeN 

Hi, in my case, just now, both the android app and the web portal are now functioning correctly

I can add cameras to the device list and see video live and from the 'cloud'/library.

Many thanks.

Best regards,

SteveH.