Shared Device Mode not Working

[Saphod]

Hi,

I’ve got the new Arlo Secure App on iOS 18.2.1 on an iPhone 15 Pro.

App version 5.4.0 (8887) from 4th January 2025. 

App is also installed on my wife’s iPhone 13 Pro and she was invited with restricted access. 

Location services are both set to “Always”. Background app refresh activated. Both accounts logged in on their respective phone.  

My wife’s status does not seem to make a difference. When I leave home and my wife stays, the “Everyone leaves” automation is activated…

… which is not what it should do. I have to set it back to stand manually. 

Any idea what the issue could be?

[BrookeN]

The development team is currently testing a fix that will be made available in an upcoming version of the Arlo app that we hope to release very soon. Once we have more information available about this release, we will provide an update. We apologize for any inconvenience caused.

[BrookeN]

The development team was able to reproduce the issue as described and is continuing to work toward a solution. As soon as we have more information available, we'll post an update.

[BrookeN]

We are still currently investigating this behavior. I will update the community as soon as possible. 

[Sarahwin]

I just updated to 5.2, but no change. If sharing accts work, I can do that. Thanks. 

[BrookeN]

Thank you for the updates. Please make sure the primary as well as the authorized user are on the same software version. 

[RedWolf424]

Our primary phone is an iPhone SE and our shared phone is an iPhone 12. Both are updated to IOS 17.7.1 and Arlo 5.2.1.  The base station still shows offline on the shared phone.

[Ghyeres]

Having the exact same issue with a shared system for a few months now. Very annoying. Ios 18.1 + App version 5.05. Reset, reinstall etc do not solve anything. Still able to access devices but not to change mode.

[TJR44]

I think you should upgrade the Arlo app on all phones to 5.2

[maverk]

Hi all,

After the recent fix of the shared devices issue being offline with version 5.2,  I am still not able to run Geofencing. Same setup as before, my wife and I are sharing the device and despite specifying Geofencing when we leave or return nothing happens. We both have location services on and allow Arlo "always". Any suggestions?

Thanks.

Mike

[Birdwatch]

Geofencing doesn’t work for me neither. Access control does work now. I think it’s time to move on. The amount they charge for service I give it 1 star but the whole reason I kept Arlo was for the geofencing and access control. Bummer!

[BrookeN]

Can you try both logging out and logging back in. ( So the primary and authorized user) and then seeing if the behavior is the same. 

[RedWolf424]

Logging out of Arlo on both phones and then logging back in fixed the problem for us.

[Just1Guy]

Update:

Last week, out of the blue, my iPhone suddenly had the admin rights for mode restored.  However, my iPad did not update and continued to not have the shared administration for mode.  
At the same time, the person I share admin right to my system suddenly had just the opposite, access to mode control on her iPad, but not her iPhone.  
in order to restore access on both of our devices, the Arlo Secure app had to be deleted and reinstalled on both of non working devices.  All 4 of our devices now have full shared admin capability.  
Thought I’d share for posterity. 

[maverk]

Logging in and out did not make any difference for us. Geofencing still does not work.

[maverk]

Obviously I meant to say logging out first and then logging back in. Any despite many trials geofencing does not work

[Just1Guy]

Logging out and back in also didn't work for us.  We had to delete the app on the non working devices and re-install.  

[BrookeN]

The behavior you were seeing regarding the shared device mode has been resolved. If anyone is still seeing this behavior please feel free to reach out to me via dm and let me know. 

Hope everyone has a Happy Holiday Season! 

[Dogzsunroom]

Adding my name to the feed to that I get an email for a solution to this.

he app updated yesterday (Dec 08, 2024) and now I cannot view the shared devices on my feed. I have 3 hub stations (three email accounts) and 10 cameras. I get alerts for the cameras, but I cannot view the feeds - I have to logout of one account and login to another to view the recording. The only other solution is to login to the separate accounts on old iPhones and iPad and have 3 devices running to be able to view my camera feed

This is very frustrating. This is NOT an upgrade. 

[StephenB]

---

@Dogzsunroom wrote:

The app updated yesterday (Dec 08, 2024) and now I cannot view the shared devices on my feed.

---

Are all three account using "Feed"?  Or just some of them?

[KPTyngs]

My shared Device is not able to Arm/Disarm the cameras.  App has been updated and no impact. What can I do to fix?

[StephenB]

---

@KPTyngs wrote:

My shared Device is not able to Arm/Disarm the cameras.  App has been updated and no impact. What can I do to fix?

---

Does the primary account show "Library" in the app menu?  Or does it show "Feed" and "Dashboard" instead?

What does your account show?

[Kaysahn]

Try also uninstalling and reinstalling the app.

I found I needed to do that even after I updated it, to make it work.

[KLJ54]

Hey, as of Dec. 21, 2024 I am not receiving ARLO Geofencing IN/OUT Notifications and as such not receiving any MOTION Notifications on either of my devices. I have downloaded and installed the newest version of ARLO Secure on both my primary iPhone (13) and secondary iPhone (13). Additionally, I too have several OLD iPhone and iPad devices no longer being used listed under "Enabled Mobile Devices" and "Push Notifications" and this situation has existed for as long as I can remember. Surprised no-one has ever mentioned it and don't know why it would even happen. I am unable to remove the old unused devices myself within the APP. I am one of the first to use the ARLO APP and where the cameras are good the Geofencing issues within the APP along with customer support in dealing with such, is at best, SAD! Now that you are charging for certain APP use I would expect better in-country more qualified tech support! 

[LouieP]

New issue - I upgraded on my laptop and now cannot see anything , it wants me to add devices or widgets

whatever you do don’t do a windows upgrade 

 

[maverk]

The Geofencing still does not work. Still same setup as before (my wife and I sharing devices). After the resolution of the "offline" issue and multiple resets, downloads, etc. still geofencing does not work. How is it possible for so many years everything was working great and all of a sudden so many problems come up?  😞

Thanks.

Mike

[jguerdat]

---

@LouieP wrote:

New issue - I upgraded on my laptop and now cannot see anything , it wants me to add devices or widgets

whatever you do don’t do a windows upgrade 

---

The Dashboard layout is per device, not global for all devices. The Devices screen shows all associated Arlo devices while the Dashboard is user-configured.

It has nothing to do with the computer or any upgrades.

[audreyt]

Our organizations has 8 Arlos but we have been unsuccessful adding any new shared users. The account holder shares the camera. The email is received and accepted via a desktop, but the devise does not show up in their account as viewable. The account holders app shows the ‘library’ version, where others show a ‘feed’ version. Does the account holder have to be upgraded to the new platform or do the (attempted) shared users need to down grade to the library version to make the shareable feature function correctly? 

[BrookeN]

Yes, all shared users must be on the same software version.