VMB4000

[KMG]

I have had Arlo for over 5 years and always connected. But I got a message to log on and I did, when it came back on it was a screen saying add a device.  No other things...library, devices etc.  I called support and talked over an hour and no solution or really help.  I am primary...My husbands is still fine.  Help.

[StephenB]

Are you also seeing this on a PC (my.arlo.com)?

[KMG]

I brought up community fine. (surprised) on my Mac. Then my nothings... on my phone and Mac.  

[StephenB]

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@KMG wrote:

I brought up community fine. (surprised) on my Mac. Then my nothings... on my phone and Mac.  

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browsing to my.arlo.com?  Or somewhere else?

[KMG]

All I get is add a new device.  Has anyone experienced this... I think it thinks I am brand new to Arlo.

[jguerdat]

I'm not sure things would have changed but right now there are 2 user interfaces (UI) in use. The old one shows Library at the bottom to view videos while the new one shows Feed. Do both users show the same thing or are they different? If different, that could explain the issue.

[Sterger]

Slow reply sorry.. been gone.  I just looked, mine still shows Library.  I checked my husbands' and his still says Library too.  I tried to connect cameras to the wi fi.....  and it doesn't find them.  All my other stuff in the house connects fine.  

[StephenB]

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@Sterger wrote:

Slow reply sorry.. been gone.  I just looked, mine still shows Library.  I checked my husbands' and his still says Library too.  

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Can he see the cameras in his account?

[Sterger]

Yes, he can see the cameras and library.  

[StephenB]

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@Sterger wrote:

Yes, he can see the cameras and library.  

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And you are certain he is using the friend account?  

[Sterger]

Yes.  I was the one that setup the account on my phone.  When I go to settings, it shows 0 and no information of any access.  Profile does shows my name.   Subscription shows-No Plan.  On my husbands, it shows shared devices-cameras listed, subscriptions-no plan, he has library, devices, mode-all operable.  I have nothing on device page, "just add new device".  

[StephenB]

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@Sterger wrote:

 When I go to settings, it shows 0 and no information of any access.  Profile does shows my name.   Subscription shows-No Plan.  On my husbands, it shows shared devices-cameras listed, subscriptions-no plan, he has library, devices, mode-all operable.  I have nothing on device page, "just add new device".  

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I think you'll need an escalation for this (since the first support tier wasn't able to help).

I'm tagging the mods so they can assist ( @JamesC and @ShayneS ).

[Sterger]

Thank you. I have been struggling now for quite a time with this.. (I had been gone a few days here and there so couldn't pound it but I now have to have this resolved).  Thank you so much for staying on it.  I am not sure now what happens....  Will others be contacting me?  

[StephenB]

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@Sterger wrote:

 I am not sure now what happens....  Will others be contacting me?  

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That's up to the mods - I don't work for Arlo.

[Sterger]

Thanks for all your trying for me.  

[ShayneS]

I have escalated your case & someone from support will be reaching out to you as soon as possible. I have provided your escalations number here: 43446645

[Sterger]

Hello, Update

I gave changing my password again, and magic happened.  Right now... I have everything and all is working as I am used to.  I hope my problems are over!  Thanks to all.

[ShayneS]

Thanks for the update