Default Account Arlo Web Portal

[darkness975]

Hi all,

I have had my Arlo account since I first set it up years ago.  Recently, someone shared with me access to their account. When I log into the Arlo web portal, the other person's account displays first and I have to switch to mine. I don't see where I can set it so that my own account comes up as the default in the web portal. 

Any help would be greatly appreaciated.

Thank You

[ShayneS]

Hi @darkness975 

Have you tried manual removing the username/password from your browser or mobile app? 

[darkness975]

I'm not sure how that would help?  I don't want to remove anything I just want to set it so my own account shows first when I log into the web portal and not the other account that someone else shared access to. 

[ShayneS]

At this time, there is no option to be logged into two separate accounts simultaneously. This is not supported by design.

To clarify: when you navigate to my.arlo.com, you are presented with a login screen where you enter your username and password. Once authenticated, you will be logged into that specific account only.

If another user has granted you access to their devices, those shared devices will appear within your device list under your account.

Can you provide me the steps of what you're seeing and performing verbatim so I can assist you better? 

[darkness975]

Yes all of that is correct.  

I do not want to be logged into more than one account.  I am only logged into my account.  My question is , why is the camera that someone else granted me access to showing first and I have to click on the drop down to switch to my own cameras.

See attached.  I want the one without the check mark to be checked so it shows when I log in.

 

[ShayneS]

Thank you for the detailed information, I understand what you’re referencing now. This behavior appears to be by design; however, I will follow up with the appropriate team for confirmation and provide an update as soon as more information is available.

[darkness975]

Thank You

[ShayneS]

@darkness975 

I am in communication with the team, I have a few questions while the discussion is in place, 

• are you using a private browser or incognito mode? 
• does this occur on mobile app as well 
• Did this always occur or is this a recent discovery?

[ShayneS]

Can you clear your cache and log out/back in see if it occurs again, it should default to your home account..

[darkness975]

Incognito.

Cache / History cleared several times a day. 

It is not an issue in the mobile app.

This has only been happening since the other person shared access to their account.   

[ShayneS]

@darkness975 

Can you verify if the same symptom occurs when clearing cache logging out/in and using a normal browser mode (Non incognito)?

[darkness975]

Yes it does still occur despite those factors.  

[ShayneS]

Thanks, Im in concert with the dev team, if possible can you verify if these steps were performed. These are the direct steps from the team:

1. Login to his account via web
2. Select his own Location in the drop down (S****t)
3. Logout from the account
4. Try to login again
5. Check if it will be defaulted to his own Location (S****t) since this is the last viewed location.

[darkness975]

I did do that earlier today.  I will try it one more time for good measure but I did do that before.  I also did it last night. 

[ShayneS]

@darkness975 

Thanks, that's all I needed to know. I will go ahead and let them know you already tried this and report back. 

[ShayneS · Accepted solution]

Hi @darkness975 

Can you try this method to see if it helps with the symptom you are experiencing:

Please follow these steps:

1. Remove yourself from the shared account — Ask the person who shared access with you to temporarily remove your access from their account
2. Verify your location loads by default — Log into the web portal at my.arlo.com and confirm that your own location now displays first (since there's no shared location to conflict with)
3. Make sure your web app is up to date — Confirm you're running version 6.17 or later
4. Re-add the shared access — Have your friend share their location with you again, and accept the invite
5. Select your own location first — Before logging out, make sure to select your own location in the dropdown
6. Log out and log back in — This should now default to the last location you viewed (your own)

After completing these steps, the web portal should remember your own location as the default going forward. Please let us know if this resolves it.

Thanks