Geo Fencing Nightmare

[Retired_Member]

Both users are out and Arlo has both of us with gray arrows in GeoFencing, why is the geofencing not arming.  It is staying disarm.  Then when one user arrives back, showing a green arrow, GeoFencing is still armed and starts recording.

Obviously, the users are both recognized as in and out of zones.

[BrookeN]

Can you go through the following steps and assure all are set up correctly? 

https://kb.arlo.com/1085093/How-does-Arlo-Geofencing-work-and-how-do-I-set-it-up

[Retired_Member]

I have 2 users, i am the main account holder.  We have the latest Arlo app and updated IOS on both devices. Both devices have location as always, microphone on, face id on, home data on, notifications on background app fress on, cellular data on, geofencing location in and out notifications on. we don't use any snooze app that might interfere with Arlo.  Both are properly logged in the ARlo account, Arlo even recognizes the other user as out of the area because it shows a grey arrow as opposed to green. on the App, enabled mobile devies (checked in both devices, ipad is unchecked) Ipad does not have arlo app)

Geofencing only sees me as a blue dot, never show the other user. It used to work perfectly.   

[BrookeN]

Is the other user showing feed or library within their app? What are you showing within your app?

[Retired_Member]

When you say "Is the other user showing feed or library within their app?" YES, they can see the camera, see the apartment, get notified that they went in to apartment and actually see the recording.

What are you showing within your app? I am seeing the user, green arrow, when the person in the apartment, gray when the person is out.  But the dot that moves within the area  shows only one dot, not 2.

FYI, this is also happening in the exact same device in another apartment - that was setup exactly the same time, years ago.  Was working perfectly but now not at all.

I have automatic lights that trigger when someone goes in and that usually starts the camera because it recognizes a movement.

[jguerdat]

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@BrookeN wrote:

Is the other user showing feed or library within their app? What are you showing within your app?

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@Retired_Member you didn't understand the question. The old user interface uses Library to view recordings while the new one uses Feed. It's likely that both users need to use the same interface so the one with Library must migrate his account to the new one.

[Retired_Member]

Okay. How do I migrate?

[BrookeN]

There are two interfaces within the Arlo mobile app today. New accounts will see a new UI experience, this shows a "Feeds" tab across the bottom of the app. Accounts that were set up previously will show a library tab across the bottom of the app. Take a look at the app on your account and the app on your spouse's device and compare. Both accounts will need to have the same UI experience showing "Feeds".

If your account does not show "Feeds", you will need upgrade your account UI by attempting to onboard a security system or a Pro 5 camera (even if you do not have one). Once you enter the onboarding flow for one of these products, you will be prompted to update the app to the new UI experience. After completing the upgrade, you can then leave the onboarding flow and share devices. .Please let us know if this works.

[Retired_Member]

it looks like i will need to get a new account to be able to get the new UI ? I have to do this from the web and my app on my phone will change?

We have the same UI and I have the Arlo Q Plus - Library?

[BrookeN]

You can add the Pro 5 camera (even if you do not have one) from the app as well. It does not have to be done from the web browser. Within the browser you will both need to show feed. One account cannot be library and one feed if you are trying to have an authorized user on the account.

[Retired_Member]

So I was able to create a new account showing the new UI, successfully added my camera for both users.

Now how do I put it back to the old email for both accounts.  If it change the email, will it go back to the old UI because it already exists using the old UI?

The email I used will be retired this year and I want to use the email that I had with the old UI.

[jguerdat]

Changing the email address doesn't affect how the account works so, no, you won't get the old UI.

[Retired_Member]

since I used the old email with the old UI, it won't let me change because it already exists.  How do I delete the old email account from ARLO so I can use again.

[jguerdat]

Log into the old account as you always have and go to Settings, Data Privacy, Account and click on Delete Arlo Account. That should release the email.

[dgener]

thank you for the quick responses. Now that I have removed both accounts and created a new account. Now, we will wait until I leave home to see if  geofencing will work. 

[dgener]

Okay I guess it’s still not working. Both users are using updated UI and invited accepted with new emails- one user left and Arlo activated so geofencing works but the other user is still home and location is set to always and logged in. I can see myself out of the circle (blue circle with white background) but I don’t see the user. .