Urgent - Can't Add Family Member as User, Cameras Not Detected, Arlo Pro

[Kaiju]

Hi. We have an urgent safety issue and I am unable to grant Arlo access to a family member who hasn't had it before. We have regular Arlo Pros, circa 2017 or 2018. I have done everything properly to give access to the new user. They hear alerts if the Arlo system is on but cannot see the cameras. They created an Arlo account but cannot see the cameras. We have deleted the app on their phone and added it back several times but nothing changes. Their phone says it cannot detect the cameras or base station. We are all using Android phones. I have deleted and reinstalled the app from my phone but that didn't change anything either. 

I have read posts on this board advising people to upgrade to a new UI-- but that seems like something you would do if you were had newer Arlo cameras according to those posts. I have been unable to find a post on this board that clearly explains how to fix this problem. It is critical that this be fixed asap. Thank you for clear instructions on how to see basic Arlo Pros from a new user/new phone. 

[StephenB]

---

@Kaiju wrote:

I have read posts on this board advising people to upgrade to a new UI-- but that seems like something you would do if you were had newer Arlo cameras according to those posts. 

---

You misread the posts.

If their account shows "Feed", and your account uses "Library", then you need to migrate your account to "Feed".  Once you do that, there is no way to migrate back.

Note there are limitations to "Feed":

• there are no custom modes
• users here struggle to get scheduling and geofencing to work.

To migrate your account, you go into Add Device and start to add a Pro 5s camera.  You DO NOT need to own one.  The workflow won't finish, but your account will be migrated to "Feed".

After you migrate, the family member's account will show two "home" locations.  The one for their account will be empty, the other will show your cameras.  They can rename the empty one to something else, but unfortunately they can't delete it.