App not showing system for guest user

[Ecornwell]

Hello,

I've had my Arlo Pro 2 system up and running well for many years.  I recently got my son a phone and wanted to get the cameras setup for him and it's not working.  I was able to add him as a guest user but the App doesn't show anything.  He gets all the alerts for the motion detection but can't actually see any of the videos.  My wife and I's account still works without issues.  How do I get this working for him?   I tried doing the add device but it never works. 

Thank you.

[StephenB]

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@Ecornwell wrote:

  I tried doing the add device but it never works. 

What doesn't work?

[Ecornwell]

The app never shows any devices.  When I go to add device, it never finds my system.    Previously, when I added a guest, they just logged in and it worked.  This one is giving me fits. 

Reading other posts it looks like something about an upgraded UI.  My phone (primary) just died so I have no way to do anything with it. 

[jguerdat]

You likely still are on the old user interface (UI) which uses Library to view videos. A new account will be using the new UI which uses Feed to view them. Would you verify that this is true?

Assuming it is true, you will need to migrate your account to also use the new UI. That is easy to do but has ramifications. Choose Add Device to add a Pro 5 or security system which you obviously don't have. The first step will be to cause the migration to occur after which you can simply back out of the bogus install. You will not be able to go back to the old UI and any custom modes will not transfer. The whole thing is a new look and feel so spend time going through everything to familiarize yourself with it. In Routines you'll only see 3 modes and you can't add modes so do what you need to make things work as you need. You can safely ignore the labels if you need to use Standby, for instance, for something else. Set up your schedules and geofencing, if any, in Automations while you're in Routines.

Now that both accounts are using the new UI, your son will need to click on Home at the top and select the bottom choice. Each user gets a Home location so he'll need to select yours. I suggest renaming Home on at least your account, if not both, to make it obvious what to pick. Choosing your Home will allow him to see your cameras.

[Ecornwell]

Thank you.  My guess is I'm using the old UI.  It looks the same as it always has and very different from what my son has.  I'm also guessing there's no way I can go back to the old one?  I share with another family member who has their own system as well and they share with me.  They are on the old UI as well.  Seems like I'm better off leaving things the way they are rather than breaking more.

[jguerdat]

That's fine but be aware that the old UI will be going away at some (unknown) point. You can wait for the change to happen and deal with it then or do it now and just get it over with.

[Ecornwell]

Thanks for your help!

I got a replacement phone and the app loaded and is working for me so I'm good for now.  Once I have time to get all devices together, I can then work on the upgrade.