Geofencing Issues - Other Authorized Users Not Showing Up

[nelsonkhchen]

Hello,

I am trying to use automation/geofencing, but I cannot see other users under "Specific People" option. I have two other users that are "Admin" but cannot see them under the Automation. I have tried multiple things including readding, turning phones off power saver, updating app etc. Please Advise.

Thank you,

Nelson

[DannyBearAgain]

Have you had the granted users working with geofencing before?

Is this after an app update, have you updated to the new experience?

Check the other users have the location settings set to always in the arlo settings under the phone settings page.

[nelsonkhchen]

This is the first time granting geofencing to the users before. The app have been fully updated to the newest version.

The user's settings have been updated on their phone (Power Saver Off, Locations Always on for Arlo, etc).

[DannyBearAgain]

Can you confirm that the other granted users have the same app experience as what your using.

[nelsonkhchen]

I can confirm they have the same app experience.

[DannyBearAgain]

The following is a tech article if you have not read yet might be of use.

https://kb.arlo.com/000062822/What-are-Arrive-Leave-Automations-and-how-do-I-set-it-up-for-my-Arlo-s... 

[nelsonkhchen]

Thank you for providing that article. I tried, but no luck.

[DannyBearAgain]

This might be an already known issue with the new experience. I will tag @JamesC so he might  comment if he wishes.

[ShayneS]

You will need to locate the model of the phone the granted access user has in that list. 

[nelsonkhchen]

The users are granted access but their phone doesn’t show up on the list. They have the access to arm away and arm home so they have full access.

[ShayneS]

Are the correct amount of devices listed for the granted users? if you have two users, yourself/granted user are there two devices or just the 1? I'm trying to verify because with the device list, it will not have any custom names, but the generic phone model iPhone, Samsung etc. 

[nelsonkhchen]

There is a total of 3 granted users. Only one phone (mines) shows up as the device. I tried adding one at a time but only mine shows still.

[ShayneS]

Are the granted access users on the same App experience as you? (We are slowly releasing the new Arlo app experience interface). Do they all see the "Feed" option in the app or "Library"?

[nelsonkhchen]

Yes they are on the same app experience (most updated version) and they all see "feed". The app looks exactly like mines except they can't add/modify automations.

[ShayneS]

Thanks for the info, I'm having this investigated at the moment. I'll update you as soon as I hear back. 

[AU_Steve]

Mine also not working. I have two people registered and two people appear but I can't identify who is who. Image doesn't change if I select the specific people button either. They both still appear as "iPhone". I am running Arlo Secure App 4.3 (5832) released 21 March 2023 on an iPhone 12 with IOS 16.3.1. Also wasn't working on Arlo Secure app prior to the March 21 release. I've only had cameras and app since early March 2023.