Latest app update disconnected all of my cameras and now tgey are not operating at all

[Fbcoachb25]

Newest app update kicked my cameras and hub offline.

I have tried everything to get them reconnected and got 2 cameras out of 3 connected. 

However,  the cameras are on and connected to hub but I can't see any videos either live or recorded.  

The system that has worked seamlessly for 3 years now suddenly sucks after an update and there is zero customer support from ARLO. 

Makes me want to switch to a different camera. Happens to frequently lately. 

[StephenB]

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@jattanasio32 wrote:

same thing happened to me. I updated and my app totally changed. My husband and daughters app still looks the same and I don't have any of the original cameras. Added one but now they can't see the one I added...disaster

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There is a hack that lets them migrate also.  Have them go into "add device" and start to add a pro 5s camera.  That process can't be finished, since they don't have a camera to add.  But the workflow till migrate them to "Feed" before you get stuck.

Another option is to have your husband (and perhaps your daughter) use your login credentials on their phones.  Arlo used to restrict each account to one login at a time, but they changed that some months ago.  If they use your credentials, they will see exactly what you see.

[jguerdat]

There are 3 ways to fix this with the last one being preferred:

1) Remove one camera and re-sync it to see if that helps.

2) Remove all devices from your account and start fresh, as if new.

3) Have the mods here run a "backend sync" to clear the problem. @JamesC , @ShayneS , @BrookeN 

[ShayneS]

HI @Fbcoachb25 

Can you verify the model(s) of the devices that were removed?

[bathcreek]

Same here.  I ran motion tests and all worked.  Yet no response to motion.   I pulled battery on one camera with no change.  then did "device removal" and "add new device" with one camera.  now all working as usual.  Must have been a bug in the most recent app update because the timing of my issues aligns with OP.  I have Arlo Pro with grandfathered 7 day storage.  

[SH-1974]

Exactly the same issue, except only a few cameras went down.  Pro3's all dropped and only the Pro4's and the spotlight camera stayed up.  Huge pain to fix this, 3-hour drive to get there where the cameras are setup, defeats the purpose of having a UPS on the hub and solar panels on the system if an update bombs half the cameras.

Making matters worse forgot my password to the forum and reset it, only to realize the password is the same as the system password....now cannot go backwards as I cannot use the old one.   Honestly why are they the same?  Community Boards should NEVER use the same password as the system passwords, even with 2FA.

What is the resolution for this now?  I really would like to save six hours of driving and $75 in gas.....or maybe some credit for the gas and time.  I think some more testing before rolling out the app would have helped.

[SH-1974]

@ShayneScould you do a sync for me?  Ended up driving the 3 hours and having no luck resetting since the app and website upgrade.

[jattanasio32]

same thing happened to me. I updated and my app totally changed. My husband and daughters app still looks the same and I don't have any of the original cameras. Added one but now they can't see the one I added...disaster

[StephenB]

---

@jattanasio32 wrote:

same thing happened to me. I updated and my app totally changed. My husband and daughters app still looks the same and I don't have any of the original cameras. Added one but now they can't see the one I added...disaster

---

There is a hack that lets them migrate also.  Have them go into "add device" and start to add a pro 5s camera.  That process can't be finished, since they don't have a camera to add.  But the workflow till migrate them to "Feed" before you get stuck.

Another option is to have your husband (and perhaps your daughter) use your login credentials on their phones.  Arlo used to restrict each account to one login at a time, but they changed that some months ago.  If they use your credentials, they will see exactly what you see.