I can’t view videos on my phone. There’s a notation that says get a plan. They play on other devices

[jerrykershner]

Need assistance

[jguerdat]

Check to verify no premium features have been selected that would require a plan, things like activity zones or Smart Notifications.

[techinv]

Hello, I think that I'm having a very similar issue to the OP. 

The admin of the Arlo account can see video from all Arlo cameras (Arlo Pro) on her phone.

However, after I was granted access, the view of the cameras on my phone shows a clocking symbol for all of them.

I have seen in Play Store reviews of the Arlo Secure app that several people are complaining about the latest version of the app.  I am running version 5.5.0_28795 and so is the admin of the cameras so it doesn't seem like it's related to the version of the app on the phone.

I can't get live agent support for the Arlo hardware anymore so I don't know what to look at next.

[StephenB]

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@techinv wrote:

However, after I was granted access, the view of the cameras on my phone shows a clocking symbol for all of them.

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Can you post a screenshot?

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@techinv wrote:

I am running version 5.5.0_28795 and so is the admin of the cameras so it doesn't seem like it's related to the version of the app on the phone.

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5.5 (like all app versions for the past couple of years) supports two different user interfaces.  One shows "Library", the other shows "Feed" and "Dashboard".

These need to be matched (that is, both accounts need to either show "Library", or both need to show "Feed" and "Dashboard").  Let us know what both apps are showing.

[techinv]

Hi, 

Thanks for your response and screenshot attached. However I have to differ with your comment about the user interface views. 

As shown in the screenshot, I only see Devices or Library and the same is true for the admin. In the devices view, I would tap the camera that I want to focus on and then the app (in the past) would switch to a full screen view for that camera. I woukd then push the play button to get a real-time view of that camera.

Currently, when I tap on a particular camera, nothing happens.

I've done the typical troubleshooting that you would do from an app perspective (cleared app cache, removed/reinstalled app, rebooted phone).

Thanks for your help with this. 

 

[StephenB]

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@techinv wrote:

However I have to differ with your comment about the user interface views. 

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Not sure what your disagreement is.  The app has supported two different interfaces since January 2023.  Which one you get depends on how your account is set up by Arlo in their cloud.  New accounts all show "Feed".  Old accounts are slowly being migrated from the original "Library" to "Feed".  "Friend" account access will fail if one account has "Library" and the other has "Feed".

You are clearly seeing "Library".  Have you confirmed that the admin account is still seeing that as well?  It might have recently been migrated.

Also, is the admin your spouse or partner?  One path forward is for both of you to use the admin account credentials on both phones (and delete the "friend" account).  Arlo used to limit you to one login at a time, but they stopped doing that some months ago.

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@techinv wrote:

Currently, when I tap on a particular camera, nothing happens.

So that is another problem.  Is that also happening from the admin account?

[techinv]

Hi, 

Thanks again. I was not aware of the information about two different user interfaces. I'm now clear on that. 

I can confirm that the admin account has the same view that I do, Devices and Library. 

We can possibly use the same credential across multiple phones however that is not our preference for how we're using the service. We've been able to use multiple "friend" accounts for at least 6-7 years without an issue up until about 2 weeks ago.

Regarding your last comment, the non-response in the app is the main issue for us. It is not happening on the admin account. 

[StephenB]

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@techinv wrote:

Regarding your last comment, the non-response in the app is the main issue for us. It is not happening on the admin account. 

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Then we should focus on that.

Have you tried this

• when the phone is only connected via wifi (mobile data turned off)
• when the phone is only connected via mobile data?

It'd be helpful to know if the network makes any difference.

It would also be helpful to try logging into the app with primary account credentials - just to see if that also fails to connect with your cameras (or not).

Also, do you have an Arlo secure subscription?

[techinv]

Hi:

I just tried this with the two variations that you mention and the behavior is still the same.

We do not have an Arlo secure subscription.

Regarding trying this on my phone with admin credentials, I can't do that right this moment but will do before end of day here.

Thanks

[techinv]

Hi:

I'm back with a couple of more follow up questions here.

First, we're not sure of the password for the admin credential.  Given that we can't get live support from Arlo, do you think that doing a password reset would cause any issue?  

Second, we've found that one "friend" account is able to see the camera.  This means that at least one non-admin credential is working.

Third, you asked about an Arlo secure subscription.  Would having that help here?

Thanks

[StephenB]

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@techinv wrote:

Third, you asked about an Arlo secure subscription.  Would having that help here?

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A subscription would give you access to Arlo Support.

But you have to get that subscription using the primary account - so you first need to find that password.  Do you know the username for that account, or is that also something you are not sure about.

I am tagging the mods - @BrookeN , @JamesC , @ShayneS - in case they can help.

[techinv]

Thanks for this, we definitely know the username (email address) for the admin acct.  It's the password that we don't know and we're just a little concerned about changing it since that's the only acct at the moment where we can see the camera.

We'll look into the subscription.

[StephenB]

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@techinv wrote:

Thanks for this, we definitely know the username (email address) for the admin acct.  It's the password that we don't know and we're just a little concerned about changing it since that's the only acct at the moment where we can see the camera.

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If you can log into the account, then the device you are using must have the password saved.  If so, you should be able to get it.  

What device are you logging in with?

[techinv]

Hi, the admin is currently logged in to the app on her phone but doesn't remember the password and doesn't use any save password functionality so it can't be shared to use on any other device.

I am using a "friend" acct on my own device and logging in with my own credentials.

[StephenB]

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@techinv wrote:

Hi, the admin is currently logged in to the app on her phone but doesn't remember the password and doesn't use any save password functionality so it can't be shared to use on any other device.

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Obviously the password is saved by the phone, otherwise the admin wouldn't be able to log in.

iPhone?  or Android?

[techinv]

Android.

Currently, the admin is logged in via the Arlo Secure app but does not remember the password and I can confirm that she does not use any password saving functionality on her device.  Since the Arlo Secure app doesn't display the password, we have no way to retrieve it.

[StephenB]

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@techinv wrote:

Android.

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I use an iPhone myself, but I believe this sequence will work:

1. Go into the phone settings
2. Scroll down to "Google" and select it.
3. Select "manage your Google Account"
4. Select "Security" (it should be to the right of "Data and Privacy" - you might need to scroll left or rotate the phone)
5. Select "Password Manager"
6. Select the Arlo Secure app from the list.
7. If the password is masked, there should be an "eye" icon that you can press.

Somewhere in that sequence you might need to enter the google password (or use face id).

You could also try logging into passwords.google.com using the google account credentials and see if the password for Arlo is there.

[techinv]

Hi,

Thanks for this, I can confirm that the person who is the admin does not say yes to storing any passwords on her phone so the instructions that you provided wouldn't be helpful here.

[StephenB]

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@techinv wrote:

Thanks for this, I can confirm that the person who is the admin does not say yes to storing any passwords on her phone so the instructions that you provided wouldn't be helpful here.

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Try it anyway.   It just takes a minute.

The fact that she can log into the app w/o providing the password says that it IS being stored on the phone. 

[techinv]

Hi, sorry if I wasn't clear before.  The admin is not logging in and out of the app.  I'm not sure when she logged in last, the app is maintaining the session.

[StephenB]

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@techinv wrote:

Hi, sorry if I wasn't clear before.  The admin is not logging in and out of the app.  I'm not sure when she logged in last, the app is maintaining the session.

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Just try it.  She doesn't need to close the app to check it.

[techinv]

We did try it, sorry I didn't make that clear.

We do not see any password for Arlo Secure in that are of Settings on the phone.

[StephenB]

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@techinv wrote:

We did try it, sorry I didn't make that clear.

We do not see any password for Arlo Secure in that are of Settings on the phone.

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Then she will need to reset the password if she doesn't know it. 

If she sees "Library" in the app menu, then use this guide:

• https://kb.arlo.com/4377/How-do-I-change-my-Arlo-password

If instead she sees "Feed" and "Dashboard", then use this guide:

• https://kb.arlo.com/000062916/How-do-I-change-my-Arlo-password-Arlo-Secure-4-0

[techinv · Accepted solution]

Hello, it looks like I (and one other person on an iPhone trying to access the same cameras) was able to resolve the issue with the app.  The method of resolution is going to sound ridiculous, but it worked. I have been able to see live video on the three cameras for over 12 hours now.

I was able to resolve the issue by randomly selecting (and viewing portions of) videos in the library.  I selected 4-5 different videos and played approximately 10 seconds of each video.  After that, I went back to Devices and the clocking symbols were gone.